Dear Hot Tub and Aquatic Fitness Enthusiast,
The long and difficult year that was 2020 is now behind us. We all learned a lot about life, loss, and each other, and no doubt struggled at times along the way. However, we also persevered, and now arrive at a better place.
A new year brings with it the excitement and optimism of a fresh start. It also comes with more clarity and some much-needed certainty. As a manufacturer, we also know that 2021 will have its own set of challenges. Notably, global supply chains remain unreliable for many reasons — meaning periodic production interruptions are inevitable. That reality notwithstanding, the toughest days have passed, and I am happy to report that all Watkins Wellness® facilities worldwide are open, fully operational, and executing at a high level.
Thank you for considering the purchase of one of our products. Our purpose at Watkins Wellness is to produce products that, when regularly used, improve peoples’ lives in meaningful ways. As our tagline declares, we want everyone to Feel Good. Live Well®.
As you might imagine, more and more people are taking responsibility for their own well-being and have discovered the unique wellness benefits of daily warm water immersion and aquatic exercise. From rejuvenation and recovery to relaxation and relief, there are simply no substitutes or alternative products that are more apt for the times in which we are living today. As a result, demand for hot tubs and aquatic exercise vessels remain at historic levels and wait times are measured in months instead of weeks.
While it has been said and sung that “the waiting is the hardest part,” it is also true that “good things come to those who wait.” If you have gotten in line for one of our branded hot tubs or an aquatic fitness system, we appreciate you doing so. Thank you for your continued patience. Lead times vary by dealer, and your selling retailer is your best source for updates and other information.
Watkins Wellness is the world’s largest producer of hot tubs and aquatic fitness systems (through our Endless Pools® brand). As such, we are producing and shipping at significant daily volumes, while keeping our nearly 3,000 employees safe, and maintaining our high quality standards. Our focus is on reducing lead times and fulfilling our commitment to you as soon as possible.
We take seriously our mission to deliver the absolute best shopping and ownership experience, and we are anxious to welcome you to the family. Again, thank you for hanging in there with us during this extraordinary time (and the long wait times that are an unfortunate result). If you are an existing owner, thank you for trusting us. We are grateful for your business, and remind you that our Customer Care Teams are always at your service.
Wishing you warm, relaxing and healthy days ahead.
Steven M. Hammock
Frequently Asked Questions
Q: Who do I contact if I have questions about my order?
Please contact your local dealer for the most up-to-date information regarding the status of your order.
Q: What if my dealer can’t tell me exactly when my spa will be delivered?
Due to COVID-19 mandates, our factories were closed for 5-7 weeks during a time when demand for spas was at its highest. We are now up and running and making great progress filling orders and shipping multiple orders each day. Your dealer is aware of the estimated lead times, and we will contact them as soon as possible to let them know when their spa order is ready to be shipped.
Q: What are you doing to keep your employees safe?
One necessary outcome of this pandemic has been the reconfiguration of our factory floors to accommodate social distancing and other safety requirements. Keeping our more than 3,000 employees safe while productive is our priority, and our approach has been and is, to go above and beyond all mandated safety protocols.
Q: If I want to order today, when will I get my spa?
We provide our network of Independent Dealers regular updates about projected delivery dates so they can keep buyers informed. However, each dealer manages their own inventory and keeps track of their pending orders. Therefore, your dealer can provide you with the most accurate information regarding the estimated lead time for a new spa since lead times vary by dealer.
Q: If I don’t order soon, will the wait be even longer?
Our factories are up and running, with adjustments made to meet social distancing requirements and protect the health and safety of our employees. We plan to continue production at the current levels. If you are ready to purchase a new spa it’s best to act now – the sooner you order, the sooner you can enjoy soaking in your new hot tub.
Q: Are some models shipping quicker than others?
Lead time for individual hot tub models depends on a variety of factors, including local dealer inventory levels, the impact COVID-19 is having on the factory where that model is made, availability of parts, colors and options, dealer location, and shipping logistics. Your local dealer is apprised of the latest product information and will take it into account when helping you choose your spa.
Q: My friend ordered a spa and got theirs right away. My spa was ordered months ago, and I have still not received it. Shouldn’t my order have been completed and shipped first?
The spa that arrived immediately was most likely a model that the dealer had on hand. Some of our dealers may still have inventory available, so you may want to check with them to see what they have in stock. For all other spas, order date is just one factor in determining when a spa will be delivered. While we are doing our best to fulfill all orders as quickly as possible, actual wait time depends on a variety of factors. These factors include dealer stock and floor models, the impact of COVID-19 on the factory where that model is made, availability of parts, colors, and options, dealer location, and shipping logistics. Your local dealer receives regular updates about any issues that could affect delivery dates.
Q: Does my dealer have any floor models ready to purchase?
Spas and accessories are sold through our network of Independent Dealers. As the manufacturer of Hot Spring spas, we do not have access to specific information about dealer inventory or floor models. Please contact your local dealer directly with questions about available spas and floor models.
Q: Can I buy a hot tub directly from you, online?
Hot Spring spas are sold only through our network of Independent Dealers and cannot be purchased directly from us.
We want you to enjoy your spa for many years to come. Your dealer is best equipped to deliver the personalized service needed to help you choose the perfect spa and provide professional post-sale service for the lifetime of your spa ownership.
For your safety, nearly all dealers provide online options for shopping that don’t require a showroom visit. Your local dealer will be happy to answer your questions and provide a virtual tour via phone or FaceTime.
Q: What if I can’t reach my dealer?
Your dealer is the best person to call with questions or to make a change to your order. Dealers are making every effort to respond as quickly as possible, but please be patient. Local dealerships are also experiencing an increase in demand, and many have adjusted business hours because of COVID-19. We appreciate your understanding during these unusual times.
Q: Do all spa manufacturers have long lead times?
Because of the current situation, demand for a wide variety of home, backyard, and fitness items including hot tubs, pools, furniture, and trampolines has skyrocketed. While we can’t quote individual lead times, virtually all manufacturers are facing the same challenge - unprecedented order volume combined with reduced factory capacity due to social distancing mandates, and difficulty getting parts and materials due to supply chain issues.
Q: What can I do while I wait for my spa to arrive?
First of all, congratulations on choosing a Hot Spring spa. We look forward to delivering on the Hot Spring promise of Every Day Made Better® – and it will continue to deliver comfort and wellness for years to come.
Time passes quickly, so why not start getting ready for your new hot tub? Our Owner’s Manual includes the model specific information you need to decide on the perfect site for your spa, make sure it meets electrical requirements, prepare for delivery, and more.
If your new hot tub will be equipped with the FreshWater® Salt System, you can also take a few minutes to watch our video filled with tips for a successful start-up. Following these steps will ensure the long-term success of your FreshWater Salt System.
If you’re new to hut tubbing, the Hot Spring Spas website is a wealth of information. Browse our Hot Tubs 101 section to find useful tips and tricks! For daily inspiration, follow us on Facebook, Twitter, Instagram, or Pinterest.