Frequently Asked Questions
Welcome to our FAQ page! Here, you’ll find answers to the most common questions about CK Spas, our online store, shipping, orders, and in-store pickup.
General Questions About CK Spas
Where are you located?
CK Spas is located in Saint-Eustache, on the North Shore of Montreal.
You can shop online or visit us directly in-store during our opening hours. Our team is available to guide you based on your needs, whether you are shopping for a hot tub, swim spa, water care products, parts, or accessories.
What does CK Spas sell?
CK Spas offers a wide variety of products for hot tubs, swim spas, and pools.
We sell new hot tubs, swim spas, as well as used and reconditioned hot tubs. We also offer water care products, filters, parts, and accessories for hot tubs, swim spas, and pools.
Please note that we do not sell swimming pools, and we do not offer pool installation or pool repair services. We only sell certain water care products and accessories for pools.
Can I shop in-store?
Yes! You are always welcome to visit us in-store during our opening hours.
Shopping in-store is a great option if you would like to see certain products, ask questions, have your water tested, or receive personalized advice before making a purchase.
Do you offer water care advice?
Yes. At CK Spas, we offer personalized advice to help you keep your water clear, well-balanced, and enjoyable.
You can visit us in-store with a water sample for a water analysis, or contact us if you have questions about your products, maintenance routine, or a specific water issue.
Are the products on your online store also available in-store?
Yes. All products listed on our online store are also available in-store.
Our physical store offers an even larger variety of products, since certain items, formats, or sizes cannot easily be shipped by mail or carrier.
If you are looking for a specific product or size that is not listed online, feel free to contact us or visit us in-store. We can let you know what is available and help guide you based on your needs.
Online Store & Shipping
This section answers the most common questions about orders placed through our online store, shipping, in-store pickup, delivery times, carriers, and shipping policies.
Can I order online?
Yes! Our online store allows you to order several products for hot tubs, pools, and swim spas, including water care products, accessories, parts, and more.
Once your order is placed, our team prepares your package as quickly as possible.
Do you offer free shipping?
Yes, we offer free shipping on eligible orders of $75 or more before taxes.
Do you ship everywhere in Canada?
No, we do not ship everywhere in Canada.
At this time, our online store offers shipping to Quebec, Ontario, New Brunswick, and Nova Scotia only.
Since we offer free shipping on eligible orders of $75 or more before taxes, CK Spas absorbs the shipping fees. Shipping costs can vary greatly depending on the province, distance, weight, and size of the package.
As a small business, we must limit the regions we serve in order to continue offering a practical shipping option without the cost of shipping exceeding the value of the order or our profit margin.
Certain provinces also require specific tax registrations or tax numbers, which adds additional administrative steps.
Thank you for your understanding.
How do you choose the carrier?
We use a shipping platform that allows us to compare the available options based on your address, the size of the package, and the weight of the order.
The carrier is selected based on the options available for your region, the type of package, and the shipping rate. As a small business offering free shipping on eligible orders, we always do our best to choose an efficient and affordable shipping solution.
It is important to note that only orders shipped with Canada Post can be delivered to a P.O. box. If your shipping address is a P.O. box, your order will therefore need to be shipped with Canada Post.
Orders going to a P.O. box may take a little longer to ship, since Canada Post does not pick up packages directly from our store. We must drop them off at a Canada Post drop-off location. Since the opening hours of drop-off locations do not always match our store hours, there may sometimes be a slight delay before the package is handed over to Canada Post.
If you have the option of shipping your order to a regular address instead of a P.O. box, processing and shipping will generally be faster.
Will my order be delivered directly to my door?
In most cases, orders are delivered directly to the address provided at checkout.
However, some carriers may, depending on the region or their own delivery policy, send the package to a pickup location instead of delivering it directly to the door. This decision is made by the carrier and may be outside of our control.
We understand that this is not ideal when it happens, and we always do our best to choose the best available shipping option.
How long does shipping take?
Delivery times may vary depending on your region, the carrier, and the time of year.
In general, orders are prepared quickly, often within 1 to 2 business days. Once the package has been handed over to the carrier, the delivery time depends on the service used and your address.
Please note that orders shipped to a P.O. box may take a little longer, since they must be shipped with Canada Post.
When will my order be shipped?
We prepare orders as quickly as possible during our business days. If you place an order outside of our opening hours, it will be processed on our next business day.
When your order is ready and shipped, you will receive tracking information when available.
Can I pick up my order in-store?
Yes! If you are located in or near the Saint-Eustache area, you can choose to pick up your order directly in-store.
In-store pickup is a great option if you would like to receive your products quickly or avoid waiting for the carrier.
What should I do if I need my product quickly?
If you need a product quickly, we recommend contacting us before placing your order. We can check product availability and let you know the best option: in-store pickup, standard shipping, or another possible solution.
Are all products available for shipping?
Most products on our online store can be shipped.
However, certain items may be excluded from regular shipping due to their weight, size, fragility, or availability. This may include certain oversized products, special parts, liquidation items, or specific orders.
If a product requires a different shipping method, we will contact you.
Orders, Changes & Shipping Issues
What happens if a product is out of stock?
We do our best to keep our inventory up to date. If a product ordered is no longer available or if there is a delay, we will contact you quickly to offer a solution.
Depending on the situation, we may be able to offer an equivalent product, wait for restocking, or cancel/refund the item concerned.
Can I modify or cancel my order?
Yes, it is possible to modify an order if it has not yet been shipped.
If you would like to add a product to your order or increase the quantity of an item already ordered, please contact us as quickly as possible. If the order has not yet been prepared or shipped, we can adjust your order and charge the difference, if applicable.
It is also possible to cancel an order before it has been shipped. However, processing fees may apply. These fees help cover the transaction and administrative costs related to online payments, since the processing fees charged by our payment platform are not refunded to us when an order is cancelled or refunded.
Once an order has been prepared, packaged, or handed over to the carrier, it may no longer be possible to modify or cancel it.
Do you accept returns or exchanges for online orders?
No, we do not accept returns or exchanges for orders placed through our online store.
Before placing your order, we recommend carefully verifying the product, size, compatibility, and quantities needed. If you are unsure, please contact us before ordering and we will be happy to guide you.
In certain exceptional situations, CK Spas may choose to authorize a return at its sole discretion. If an exception is approved, the product must be new, unused, unopened, and in its original packaging.
If a return is authorized, the customer is responsible for the shipping costs to return the product to CK Spas.
For a partial or full return, the original shipping costs paid by CK Spas to ship the order to the customer may be deducted from the refund, even if the order qualified for free shipping at the time of purchase.
If the full order is returned and a refund is authorized, the applicable processing fees related to the original transaction will also be deducted from the refund. These fees cover online payment processing costs that are not refunded to us when a refund is issued.
What should I do if my package arrives damaged?
If your package arrives damaged, please contact us quickly with photos of the package, the shipping label, and the damaged product.
This allows us to open a file with the carrier and find a solution as quickly as possible.
What should I do if my package says delivered, but I did not receive it?
If the tracking information shows that your package was delivered, but you did not receive it, we recommend checking around your door, in your mailbox, with other members of your household, or with your neighbours.
If you still cannot find the package, contact us and we will help you with the necessary verifications with the carrier.
Have a question?
If you have a question about a product, an order, shipping, or in-store pickup, feel free to contact us. Our team will be happy to help.
CK Spas
Saint-Eustache, Quebec
Online Store | Products for Hot Tubs, Pools, and Swim Spas