EZ River
Hot Tubs

Sales, Ordering and Shipping Policy

1.  Am I required to buy items added to my shopping cart?
No.  You may remove or change the quantities of any item in your shopping cart at any time when viewing the shopping cart simply by entering the desired quantity next to the item, then selecting the "Change Quantities" button.

2.  How do I determine shipping costs?
Once all items have been added to your shopping cart, you may enter your zip code in our "Calculate Shipping Costs" form below the shopping cart.   We will then provide you with the shipping costs based on the combined weight of your order and final destination.  These costs are automatically calculated and displayed before the final submission of your order.

3. How is the "Will Call", "Check" or "Money Order" method of ordering handled?
Orders are not processed or shipped until the customer provides a valid credit card number by phone (410-424-2224 or 443-749-0233) or we receive the check or money order by mail (contact information).

4.  What type of Money Orders are accepted?
The money order must be in U.S. funds. Please make sure your name and invoice number is on the money order. We will ship the products as soon as we receive the money order. We do not ship orders until we receive payment.

5.  What type of Checks are accepted?
As long as the following conditions are met, we process the order immediately upon receiving your check. We do not ship orders until we receive payment.

• Please make sure your invoice number is on the check if you submitted the order online.

• The check must be in U.S. funds drawn on a U.S. bank.

• A $29 fee will be charged for returned checks.

• No "starter" checks will be accepted. Your name must be pre-printed on the check.

• Your physical address and telephone number must also be pre-printed or hand written onto the check. No P.O. Box addresses accepted.

6.  What about C.O.D?
C.O.D. is not available. Due to too many returned packages, we no longer offer this method. Pre-payment by credit card, money order or check is required.

7.  How are orders shipped?
Orders are shipped by UPS Ground in most cases. UPS does not deliver to P.O. boxes so you must list a valid street address with your order. For an estimate of the number of days it takes to deliver your package in the continental US from our warehouse in Baltimore, check this map.  UPS does not deliver on weekends or holidays. Do not include these days when estimating your expected delivery date.

8.  What if I can't find the product I'm looking for?
If you do not see the products you are looking for, contact us and ask if it can be special ordered. We can order many popular brands and products with no problem - always at a deep discount to retail prices. Please indicate the product brand and name to help us locate it. Note: We do not offer special orders for shipments going outside the US because of the possibility of Customs rejecting a package and leaving us with products we do not regularly stock.

9.  Returns and Credits?
If a part has not been installed and you wish to return it there will be a 25% restock fee. EZ River Hot Tubs, Inc must be contacted for an RGA # within 5 days of receipt of the merchandise. After the fifth (5) day RGA's and credits will not be issued. The customer will receive a credit or a check within two (2) days of the merchandise being received in our office. The customer is responsible for all shipping and handling fees to return merchandise. Installed parts are not returnable. Shipping fees are not refundable.

10. Defective or Damaged Parts?
If the merchandise is damaged during shipping please notify EZ River Hot Tubs, Inc. immediately. Retain all shipping packaging for UPS inspection. If the merchandise is defective please call the office to check the status of any warranty issues and receive an RGA# for the return. The customer is responsible for all shipping and handling fees to return defective merchandise. EZ River Hot Tubs, Inc. will ship the replacement parts at no additional shipping and handling cost to the customer.

11.  What if an item ordered is out of stock?
We regularly stock every item we carry. Although every attempt is made to maintain inventory of each product we carry, occasionally we may run out of certain products.  In the event that we run out of an item after receiving your order, we will give you an estimated time of availability and give you the choice of canceling the out-of-stock items, holding off shipment of your entire order until the product is available or a partial shipment in which you receive the in-stock items first and the out-of-stock items when they are available. No additional shipping charges will be incurred by the customer for these partial shipments.

12. How long will it take for my order to arrive?
Orders are normally processed the day we receive them if submitted during normal business hours or the following business day if submitted after 1 pm EST.  The approximate amount of time your item(s) will take to reach the final destination can be estimated by viewing our UPS Shipping Map.

13. What credit cards are accepted?
We currently accept Visa, Master Card, Discover and American Express cards.

14. What about internet security?
When checking out, we provide a secure SSL session to protect your privacy including personal and credit card information.

15. What about sales policy?
The part number ordered and the part number received may be different, however the part itself is the same. Also the part warranty is from the date of purchase not the date of installation, and the warranty information is with the original packaging of the part. Shipping dates are from the time the order was processed and if the item is back ordered the item will be shipped from the date the supplier receives the item.