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Customer Care and Communication Center
Customer Service
How To Order
Order Cancellation
Payment Methods
Shipping Info
Returns & Exchanges
Safe Shopping Security
Privacy
Terms of Use
Disclaimer
Other Questions
Customer Service
Welcome! Ballyhood International is committed to providing the best customer service. You can find answers to most of your questions below. In the event you can’t find an answer our customer service professionals are available to assist you Monday through Friday 8am - 2pm PST. If you have a question about an order, it is recommended that you email us at: sales@ballyhood.com. Please make sure your email includes your name and order number.
As part of our commitment to keeping you informed, we will send you various communications about your order, including:
1. Immediately after you place your order, you will receive a ORDER CONFIRMATION via email.
2. A few days after your order is placed, you will get an email that confirms your order is in production, the projected ship date and other important info about your order.
3. When your order ships, you get an email with a tracking number and contact info for the Shipper/Carrier.
4. When the order reaches your local terminal, you will get a phone call from the local carrier to arrange for a delivery time to your address.
5. About 2-3 weeks after shipment you will get an email with information about how to register your Cover for our Warranty program.
6. Periodically (never more than once a month) we will send you an email with info about caring for your Cover along with exclusive special offers. NOTE: Customers can request to be removed from such list after receiving the first email. There will be an opt out link that customer can use to remove their email address.
Got Questions? We’ve got answers about our products and policies. Or if you need help ordering online, please call (714) 545-0196 or email us. We will do everything we can to help you feel like part of our family!
How To Order
We offer safe, secure and convenient online ordering 24 hours a day, seven days a week.
Order Cancellation
Once we receive your order it will be reviewed and processed once payment is authorized. It is very important that you REVIEW YOUR ORDER DETAILS AND ADVISE IF ANY CHANGES ARE NEEDED! Once we begin to make your custom cover we can’t make changes. After your order ships, we send an Order Shipped email from which you can track the package(s).
NOTE: ALL SALES OF CUSTOM ORDERED SPA COVERS ARE FINAL AND CANNOT BE CANCELED AFTER 48 HOURS.
Payment Methods
We accept MasterCard and Visa
We accept Visa and MasterCard for online payment via our secure server. If you prefer to pay by Check or Money Order you can mail it along with a completed order form to:
Ballyhood International
280 Trade St
San Marcos, CA 92078
CLICK HERE to download the Mail/Fax order form in PDF format.
Shipping Info
DOMESTIC SHIPPING
Shipping is included free with purchase to domestic destinations, including the continental United States, Alaska, Hawaii, Puerto Rico, U.S. Territories that are handled by the U.S. Postal Service, and military addresses (APO, FPO). We ship all orders via USPS Priority Mail, 1-3 days to most locations. Requests for optional express shipping such as Federal Express or UPS will be billed to the customers credit card. Please contact us for special shipping requests at the time of purchase.
INTERNATIONAL SHIPPING
International orders will be charged the exact freight amount to ship the order. Customers will be emailed the cost estimate, and upon approval from the customer the amount will be added to the customers credit card and the order will be shipped. Please contact us for any shipping costs or estimates required.
Returns & Exchanges
All returns must be authorized by Ballyhood International prior to shipping product back us. All unauthorized will be returned at customer's expense. Customers that are authorized to return product should use the US Post Office with insurance and delivery confirmation, or UPS, or Federal Express, as these carriers provide insurance and tracking options to protect any loss that may occur during transit. Ballyhood International is not responsible for lost, stolen, or damaged products.
Products that are used, defaced, marked, or damaged due to customers negligence are not returnable. All returns must be in new and unused condition. All return shipping costs are the responsibility of the customer unless there was an error in shipping, or if there was a manufacturer defect.
NOTE: If you have a problem with your order, CONTACT US immediately and we will make every effort to work with you. However, CUSTOMERS WHO PULL CHARGEBACKS will be reported to all major credit bureaus as a delinquent collection account.
Safe Shopping Security
Ballyhood International is committed to providing a Safe, Secure purchasing environment. We use the latest SSL (Secure Socket Layer) technology provided by AUTHORIZE.NET to process all online orders. To further protect you, we do not store your credit card information on our servers. Our website is also monitored daily by VERISIGN to ensure the safety and security.
However, if you'd prefer to send your order in by email, and have us personally contact you for your credit card information then click here to use our email order form.
Privacy Policy
Customer is aware that Ballyhood International will send emails with special offers and new products updates. Customers can request to be removed from such list after receiving the first email. There will be an opt out link that customer can use to remove their email address. Otherwise we will not use, rent or sell your information for ANY REASON!
Terms of Use
TERMS AND CONDITIONS
IMPORTANT! AGREEMENT BETWEEN BUYER AND MANUFACTURER
1. Your order is custom made for your individual spa using the specifications and dimensions you provide to Ballyhood International. NO ADJUSTMENTS WILL BE MADE BY Ballyhood International. Customer assumes responsibility for accuracy of all measurements provided to Ballyhood International. This is a custom order* and cannot be canceled after 72 hours of receipt. We do not accept any returns unless we as the manufacturer are at fault.
2. Your cover will be delivered via common carrier to tractor trailer accessible areas only, and should be inspected immediately upon delivery. A time window for delivery (Usually 2 - 4 hours) will be arrange by the freight company. Any additional freight charges including: Re-Delivery, Limited Delivery Area, Inside Delivery, re-consignment fees, address correction fees, warehouse storage fees, etc. is the sole responsibility of the purchaser. Please notify shipper of any problems discovered on inspection and please call Ballyhood International immediately.
3. To avoid duplicate orders, please submit order form once. If you must send order form a second time, clearly mark the duplicate order form “DUPLICATE FORM”.
Please note: The price quote is based upon the ship to address. If the final shipping address does not match the state selected for the price quote, the order may be subject to an additional shipping charge
If you have any concerns about measuring, please carefully review our frequently asked measuring questions. Click here. For more details about our warranty, click here
*A custom order is defined as an order that is manufactured to exact measurements and specifications as requested by the Customer. Ballyhood International does not make OEM spa covers so not all features (Example: tie downs, tie down clips, tie down location, handles, zippers, etc.) will always match the original spa cover. Please contact us if you have any special requests or needs for your custom cover.
***ALL RETURNED ITEMS MUST BE ACCOMPANIED BY AN RETURN MERCHANDISE AUTHORIZATION***
To receive your RMA please click here and follow the on screen instructions
NOTE: These terms and conditions (including all documents referenced herein) represent the entire understanding between you and Ballyhood International and supersede any prior statements or representations. By accessing any area of www.hottub-covers.com, you agree to be legally bound and to abide by these terms and conditions.
Disclaimer
The Shipping Charges for All Covers, Leisure Lift and Cover Keeper purchases are included.
All other products are shipped at a flat rate of $9.95. Freight charges to AK and HI are slightly higher. Call for quote.
3: We cannot accept phone orders. Because we custom manufacture all covers to your specifications, we must receive ALL measurements in writing
to avoid any possibility for error. If you experience any difficulty placing an online order, please email us at orders@hottub-covers.com or call (714) 545-0196 for assistance.
NOTE: Under no circumstances shall Ballyhood International or any other party (including its officers, directors, third-party content providers, merchants, sponsors, or the like) involved in creating, producing, or distributing any aspect of www.ballyhood.com be liable for any direct, indirect, incidental, special, or consequential damages that result from the use of or inability to use this site, including but not limited to reliance by a User on any information obtained from our website or that result from mistakes, omissions, interruptions, deletion of files or emails, errors, defects, viruses, delays in operation or transmission, or any failure of performance, whether or not resulting from acts of God, communications failure, theft, destruction, or unauthorized access to Ballyhood International records, programs, or services. User hereby acknowledges that this paragraph shall apply to all Content, merchandise, and services available through www.ballyhood.com. Because some states do not allow the exclusion or limitation of liability for consequential or incidental damages, in such states liability is limited to the fullest extent permitted by law.
Other Questions
Still Got Questions? We’ve got answers about our products and policies. Or if you need help ordering online, please call (714) 545-0196 or email us. We will do everything we can to help you feel like part of our family!
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