From our network to your doorstep.
We ship everything from a single gasket to a palletized heater, and those two travel very differently. Here's what to expect from order processing through final delivery.
- In-stock orders process in 1 to 2 business days
- Free freight to 44 states and DC on qualifying pallets
- Tracking sent as soon as it is available
- Report shipping damage within 48 hours
The short version
Four things worth knowing before your order moves. Full details are further down the page.
Before it reaches a carrier
In-stock orders are processed and shipped within 1 to 2 business days. Some items carry a manufacturer lead time. Processing and carrier transit are separate clocks.
Sent as soon as available
A label is often created before the carrier physically collects the package, so tracking can look quiet for a day or so.
To your door
An average for parcel shipments once the carrier has them, not a guarantee. Actual transit varies by destination and service.
On a pallet, lift gate
Large equipment ships freight. Free to 44 states and DC on qualifying pallets; six states need a quote first.
How your order gets to you
Five stages, and the gap between stages two and four is where most questions come from.
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1
Order received
The order enters processing and availability is confirmed. If something is on manufacturer lead time or needs a freight quote, this is when we'll reach out.
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2
Product is prepared
Depending on the product, the order may ship from us or from one of the distribution partners and manufacturers we source through. Items in the same order can be prepared in different places.
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3
Tracking is issued
You'll get a shipping confirmation with tracking as soon as it's available. Multi-item orders may generate more than one tracking number.
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4
Carrier pickup
The tracking number goes live once the carrier scans the shipment into its network. That first scan is what makes tracking start moving.
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5
Delivery
Parcel shipments are delivered under the carrier's normal service. Freight shipments are delivered curbside with lift gate service, and the carrier will usually call to arrange a time.
Processing time is not transit time
Two different clocks run on every order. Processing time is the work before a carrier ever touches the box: confirming availability, pulling stock, packing, and generating a label. Transit time is how long the carrier takes once it has the shipment.
Ordering on Friday afternoon doesn't mean the package moves on Friday, and a tracking number appearing doesn't mean the carrier has it yet.
- Warehouse stock ships fastest
- Manufacturer and distributor items add their own processing
- Build-to-order products follow the manufacturer's lead time
- Seasonal demand can extend both clocks
Processing time
1 to 2 business days for in-stock items, Monday through Friday excluding major holidays. Some products carry a manufacturer lead time, and special order or build-to-order items follow the manufacturer's schedule instead.
Average transit time
Set by the carrier once it has the shipment. Parcel averages 3 to 7 business days depending on destination, which is an average rather than a guaranteed window. Freight is scheduled with you directly.
Parcel or freight
Which one your order uses depends on the product, not on what you choose at checkout.
Parcel shipping
Replacement parts, cells, gaskets, motors, valves, jets, controls, chemicals and accessories. Anything a normal carrier can handle.
- Delivered to your door
- Ships via UPS, FedEx, USPS or another appropriate carrier
- Service chosen by size, destination and fulfillment location
- Shipping is calculated and shown at checkout
- Available to all 50 states, US territories and APO/FPO
Freight shipping
Heaters, heat pumps, hot tubs, large filters, fireplaces, grills, fire pits and complete equipment packages. Roughly 828 products in our catalog ship this way.
- Arrives on a pallet, curbside, with lift gate service
- Carrier contacts you to arrange delivery
- Someone needs to be there to receive and inspect it
- Free to 44 states and DC on qualifying pallets
- Six states and oversized pallets need a quote first
Product pages carry a freight notice where it applies. Place the order normally. If freight shipping is required, we'll contact you with a quote after the order is placed. Freight charges are not included unless specifically shown at checkout, and must be approved and paid before the order ships.
Where freight can go
Parcel shipping reaches everywhere we ship. Freight is where the geography matters.
Qualifying palletized freight ships free to the contiguous US except the four states listed next.
Freight to these destinations is quoted before the order ships. Parcel shipping to them is unaffected.
Freight is not available to US territories. Puerto Rico, Guam, the US Virgin Islands and other territories can receive parcel shipments normally, but palletized freight items cannot ship to them.
It applies to qualifying palletized freight shipments, not to parcel orders. Parcel shipping is calculated at checkout and is not free. Oversized pallets may require an additional freight quote even within the 44-state zone.
Receiving a freight delivery
Five minutes at the curb saves a great deal of trouble later.
Before it arrives
The freight carrier will contact you to arrange delivery. Someone needs to be available to receive it. If you're on a narrow road, a private road or in a gated community, tell us in advance so we can coordinate access.
Inspect before you sign
Check every side of the pallet and the product before signing the delivery receipt. Signing without noting visible damage accepts the shipment in good condition.
If something is damaged
Photograph all sides of the pallet and the product, note the damage on the delivery receipt before signing, and contact us. On heaters and hot tubs, check connections, valves and control panels before the driver leaves.
If something arrives wrong
Report damaged or incorrect shipments within 48 hours of delivery with clear photos of the shipping label, the packaging and the item. Keep all packaging materials, since we may need the item returned.
Concealed damage found after unboxing follows the same 48 hour window. After 48 hours we're unable to file a damage claim with the carrier.
On a freight delivery the notation you make on the driver's Bill of Lading is what supports the claim. On a parcel delivery, photos of the box and contents do that job. Either way, tell us within 48 hours.
If a package is lost, or tracking shows delivered and it isn't there, contact us. Send the order number and the tracking number and we'll work it through with the carrier from our end.
A few other things
Address accuracy
Please give a complete, accurate shipping address at checkout, and include gate codes or access notes for large deliveries. Orders returned because of an incorrect or incomplete address may be subject to additional shipping and redelivery charges. To correct an address, contact us as soon as possible. Once an order has entered fulfillment or shipped, the address may no longer be changeable.
More than one shipment
Because items can ship from different locations, a single order may arrive in several deliveries with separate tracking numbers and different dates. One box arriving alone doesn't mean anything is missing.
Special and build-to-order
Some heaters, hot tubs, fire pits and specialty equipment are special order or build to order, and follow the manufacturer's lead time rather than our normal processing. We'll reach out with the lead time once the order is placed, or you can ask us before you order.
When things run late
Weather, carrier network disruptions, peak season volume, freight scheduling and access at the destination can all add time. We'll help you get information and chase it down, though the transportation itself sits with the carrier.
Where orders ship from
We source through a nationwide network of warehouses, manufacturers and distribution partners, which is how we keep both parts and complete equipment available. It also means your order may not all come from one building.
What you pay
Parcel shipping is calculated and shown at checkout. Qualifying freight is free to 44 states and DC. Freight to the six quote-required states, and oversized pallets anywhere, may carry an additional charge that we'll confirm with you first.
Common questions
Short answers. The details above govern in every case.
When will my order ship?
In-stock orders are processed and shipped within 1 to 2 business days, Monday through Friday excluding major holidays. Some items carry a manufacturer lead time, and special order or build-to-order products follow the manufacturer's schedule.
How long does delivery take?
Transit time starts once the order leaves us and depends on the destination, the carrier and the service selected at checkout. Average transit for parcel shipments is 3 to 7 business days. That is an average rather than a guaranteed delivery window.
Why isn't my tracking number updating yet?
A tracking number is created when the label is generated, which usually happens before the carrier physically collects the shipment. Movement appears once the carrier makes its first scan, and scan timing is controlled by the carrier rather than by us.
Can different items from my order arrive separately?
Yes. Orders can ship from more than one location, so items may travel separately, carry their own tracking numbers and arrive on different days. One box arriving on its own doesn't mean something is missing.
What does freight shipping mean?
Items too large or heavy for parcel carriers move by freight, usually on a pallet, on a truck with a lift gate. Around 828 products in our catalog ship this way, including heaters, hot tubs, fire pits and complete equipment systems.
Is freight delivery curbside?
Yes. Freight arrives with lift gate service and is delivered curbside. The driver lowers the pallet to the ground but is not responsible for moving it into your backyard, patio, garage or installation location. Arrange help in advance if you'll need it.
Do oversized products ship free?
Free freight applies to qualifying palletized freight shipments to 44 states and DC. Alaska, Hawaii, Idaho, Montana, North Dakota and South Dakota need a freight quote, and oversized pallets may require an additional quote anywhere.
Why was I contacted for an additional freight quote?
Either the destination is one of the six quote-required states, or the pallet is oversized enough that the standard freight allowance doesn't cover it. We'll send the quote before the order ships.
Do you ship to Alaska and Hawaii?
Yes for parcel items, at the normal checkout rates. Freight items to Alaska and Hawaii need to be quoted first, so contact us before ordering and we'll confirm feasibility and cost.
Do you ship to Montana, South Dakota, North Dakota and Idaho?
Parcel shipping to these states works normally at checkout. Freight shipments are the exception: they fall outside the free freight zone and need a quote before the order ships.
Do you ship to Puerto Rico, Guam and other US territories?
Parcel shipping is available to US territories and APO/FPO addresses. Freight is not available to the territories, so palletized items cannot ship there.
What happens if my order arrives damaged?
Photograph the damage, note it on the delivery receipt before signing, and contact us within 48 hours of delivery with photos. Keep all packaging. After 48 hours we're unable to file a damage claim with the carrier. Return policy →
What should I do if tracking says delivered but I don't have my package?
Contact us with the order number and tracking number. We'll open it up with the carrier and work through it from our end.
Can I change my shipping address after ordering?
Contact us as soon as possible. Once an order has entered fulfillment or shipped, the address may no longer be changeable. Orders returned because of an incorrect or incomplete address may be subject to additional shipping and redelivery charges.
How do build-to-order products affect shipping time?
Special order and build-to-order products follow the manufacturer's lead time rather than our normal 1 to 2 day processing. We'll reach out with the lead time after the order is placed, or you can ask us before ordering.
Have a question about your order or delivery?
Whether you're waiting on a small replacement part or coordinating a pallet drop for a new heater, send us the order number and we'll tell you exactly where things stand and what happens next.