Shipping & Returns

Delivery Options & Charges

Delivery may be included in the hot tub’s price or charged separately, as indicated in the listing or the seller’s delivery terms. Any additional delivery charges are paid together with your hot tub purchase.

Available delivery services may vary by seller and product. Confirm which service you are purchasing and what it includes before placing your order.

Livraison en Bordure de Rue

Your hot tub arrives fully packaged and secured on a truck or trailer. The delivery team unloads it at the end of your driveway or an accessible curbside location.

Curbside Delivery includes delivery and unloading only. Moving the hot tub to your backyard, placement, setup, and installation are not included.

Before delivery, ensure the unloading area is clear and accessible. Be available to receive and inspect the delivery if required by your seller.

White-Glove Delivery — Placement Service

The delivery team moves your hot tub from the curb to your backyard or another agreed location and places it on your prepared base.

For models suitable for this delivery method, the hot tub is carefully tilted onto its side, secured to a specialized spa dolly, and moved through your access path. Once in position, it is safely lowered onto the base.

What you need to prepare

• A clear access path: Keep the entire route from the unloading area to the placement location unobstructed. Arrange the removal of any fence panels, furniture, branches, or other obstacles before delivery.
• Adequate clearance: Measure gates, pathways, turns, and overhead obstructions, including rooflines. The route must accommodate the hot tub, its packaging, and the delivery equipment.
• Advance notice of access restrictions: Tell your seller about stairs, slopes, elevation changes, tight turns, or other potential obstacles.
• Stable ground: The route must be suitable for moving the hot tub, without mud, ice, loose gravel, or other unsafe conditions.
• A prepared base: The base must be fully installed, level, and ready before arrival.

Access measurements

Required access width depends on the model and delivery equipment. A 36–42-inch opening may accommodate some models, while others require more space.

As a general guideline, allow at least 2 inches of additional clearance beyond the hot tub’s width in its approved transport position. For example, a hot tub measuring 48 inches across in that position requires an opening of at least 50 inches. Additional space may be needed for packaging, moving equipment, and turns.

Always confirm the required clearance with your seller. Do not rely only on the hot tub’s dimensions when installed.

Incorrect measurements or blocked access may prevent placement and result in rescheduling or additional fees. Measure the narrowest point along the entire delivery route carefully.

Full Installation Delivery — Turnkey Service

This service includes delivery, placement, and initial preparation of your hot tub for use.

What is included

• Delivery and final positioning on your prepared, level base.
• Filling the hot tub with water, provided a suitable water source is available.
• Initial system startup and a basic functionality check once the required electrical connection is complete.

Your site must meet all White-Glove Delivery access requirements. You must also provide a fully installed, level base, a nearby garden hose connection, and the required electrical preparation completed by a licensed electrician.

You must be present on-site during installation.

Electrical work is not included. Arrange the required electrical preparation before delivery and any final electrical hookup separately. Crane services are also excluded and must be coordinated in advance.

Missing requirements or an unprepared site may delay installation and result in additional fees.

Crane Services

A crane may be required when standard placement is not possible because of narrow pathways, inaccessible gates, terraced landscaping, tight alleys, elevation changes, or other site restrictions.

If a crane is required, select Curbside Delivery at checkout and contact your seller before delivery. Your hot tub will be unloaded at the accessible curbside or driveway location, with final placement completed through a separately arranged crane lift.

Crane arrangements are handled directly between the buyer and the seller. Confirm who will arrange the service, how much it will cost, who will pay, and how scheduling will be coordinated. Your seller may offer crane coordination, or you may arrange the service independently in agreement with the seller.

Confirm the delivery day before finalizing the crane booking, and coordinate the lift for the same day as delivery.

Oasis does not provide, arrange, or manage crane services.

If a required crane has not been arranged, your hot tub will be left at the accessible curbside or driveway drop-off point. Additional charges may apply if placement must be rescheduled.

Delivery Scheduling

Deliveries are initially scheduled within a delivery window, such as the second week of April, rather than a guaranteed delivery date.

Your seller and the delivery team will coordinate with you in advance to confirm the exact delivery day based on weather, access conditions, and logistics. Rain, snow, or unsafe conditions may require a schedule change.

Ensure your site is ready before the beginning of your delivery window. Coordinate separately arranged services, including crane lifting and electrical hookup, around the confirmed delivery date.

Site Readiness & Unsuccessful Deliveries

You are responsible for ensuring that your installation area is prepared, your access measurements are accurate, and any required third-party services are arranged before delivery.

If delivery or installation cannot be completed because of blocked access, incorrect measurements, an unfinished base, unsafe site conditions, or missing arrangements, the service may need to be rescheduled.

Additional delivery, placement, or rescheduling costs caused by a lack of site preparation are the buyer’s responsibility, subject to applicable terms and consumer protection laws.

30-Day Return Policy

Every purchase on Oasis is backed by a 30-day coverage window from the date of delivery for eligible issues involving the product’s condition, description, or functionality. Orders that are not delivered or are lost in transit are also covered.

This is a product-protection policy, not a change-of-mind return policy.

Eligible Returns

You may request a return or refund if any of the following apply:

• Item not delivered or lost in transit: Your order does not arrive or is lost during shipping.
• Wrong item received: The product delivered is not the item you ordered.
• Damaged on arrival: The product arrives damaged, including freight damage, or does not function upon arrival.
• Missing parts or accessories: Components or accessories included in your purchase are missing.
• Not as described: The product’s specifications, model, or condition do not match the listing or agreed purchase details.
• Defective within 30 days: The product develops a defect within 30 days of delivery.

Non-Eligible Returns

The following are not covered under Oasis’s minimum return policy:

• Buyer’s remorse or a change of mind.
• Damage or defects caused by improper or unprofessional installation.
• Normal wear and tear or buyer-caused cosmetic damage after delivery.
• Damage caused by water chemistry issues or misuse.
• Damage or defects caused by unauthorized repairs or modifications.

Cosmetic damage present upon arrival may qualify as delivery damage and should be reported to the seller.

Sellers may offer broader coverage or accept additional return reasons under their own policies.

How to Request a Return or Refund

Contact your seller through the Oasis messaging system within 30 days of delivery to report an eligible issue. Include your order details, a clear description of the problem, and relevant photos or videos where available.

For an order that has not arrived, contact your seller as soon as the confirmed delivery window has passed. You do not need to wait for delivery to report a missing or lost shipment.

Do not arrange return transportation or send the product back before receiving instructions from the seller.

Seller Approval — 48-Hour Deadline

Sellers must review your return or refund request within 48 hours of receiving it.

If your request meets Oasis’s return and refund requirements, the seller must approve the request and initiate the refund within that same 48-hour period. Sellers cannot refuse an eligible request by applying terms that provide less protection than Oasis’s minimum standards.

When a physical return is required, the seller must also coordinate collection arrangements with you.

The 48-hour deadline applies to the seller’s review, approval, and initiation of an eligible refund. It does not mean the return collection must be completed or the refunded money must appear in your account within 48 hours.

Return Transportation

When an eligible return is required, the seller is responsible for arranging and paying for collection and return transportation. The buyer does not pay to transport the hot tub back to the seller.

You must cooperate with the seller to schedule collection and provide access for pickup.

Any crane requirements for collection must be coordinated directly between you and the seller. Oasis does not arrange or manage crane services.

Refund Amount & Processing Time

If your hot tub purchase is fully refunded, any original delivery charges paid together with that purchase will also be refunded. This is separate from, and in addition to, the seller’s responsibility to cover eligible return transportation.

Refunds are processed through Stripe to the original payment method. Once a card refund is initiated, it generally appears in your account within approximately 5–10 business days, depending on your bank. Processing times may vary. See Stripe’s refund documentation for details.

If your refund has not arrived after the expected processing period, contact your seller for an update or open a support ticket with Oasis.

Unresolved Claims & Oasis Support

If your seller does not act within 48 hours, refuses a request that meets Oasis’s requirements, or does not resolve your delivery, return, or refund issue, open a support ticket directly with Oasis.

Include your order details, a summary of the issue, your communications with the seller, and any relevant photos or videos.

Oasis will review the claim and work with you and the seller to resolve it under the platform’s return and refund standards.

Minimum Standards for All Oasis Sellers

These rules establish the minimum return and refund standards for every seller on Oasis.

Sellers may offer longer return periods, broader coverage, or more flexible terms, but they cannot provide less protection than this policy requires.

You can view each seller’s specific return and refund terms on their profile or contact them through the Oasis messaging system before purchasing.