Welcome to BeyondNice.com's client care page. We take great pride in our customer service, even more than is sometimes profitable. Feel free to use any of our Click-To-Call buttons if you would prefer to speak to a hot tub cover specialist.
We have tried to cover most customer service issues specifically below. However, please feel free to contact us regarding any concern you may at Sales @ BeyondNice.com or calling us at 970-703-3074.
Return Policies For All Items Except Hot Tub Covers
At BeyondNice.com, we are proud of our quality and stand behind our products. We have an extremely low return rate (less than 1%) but if there should be a problem with a purchase from us, we want to make sure it is taken care of. There are a few rules:
- If a product is damaged in shipment, we will arrange to ship it back at our expense and we will ship you a replacement product upon receipt of the damaged product, all at our cost.
- Defective items returned within 15 days will be replaced at our cost including shipping. After 15 days defective returns are subject to the product warranty.
- To return an item for no reason, we can still help but there will be costs. You are responsible for shipping it back to us. A 10% re-stocking fee will be applied to all spa accessories and a $20 flat fee will be applied to all cover lifts to help us cover the costs of processing, reconfiguring, re-packaging and administration of these items. You must get an RMA number in advance of shipping to us (see below).
All non-defective items must be in 100% resalable condition, in our opinion. Any non-defective item that has been damaged (including cosmetic damage) or altered after you receive it will not be accepted for return.
Returns MUST be accompanied by a Return Merchandise Authorization (RMA) Number or they will not be accepted. Please email and tell us what you are returning and why. We will reply within 2 business days. You may also call us during normal business hours at 1-970-703-3074
Please Note: All returns must be received within 15 days of the date on the RMA.
Policies For Hot Tub Covers
In short, hot tub covers can not be returned or exchanged for any reason. This is because every spa cover we manufacture is custom made to order. Therefore, we are unable to restock or resell the cover. Full details on our policies concerning Manufacturing, Delivery, Returns, Warranty, Terms and Conditions can be found here.
Our Shipping PolicyAbout Hot Tub Cover Shipping
Spa covers normally take about 3 weeks from the time of order to actual delivery (time varies by location). That is about 10 - 15 business days in production and about 7 days in transit. Hot tub covers are shipped via common carrier (18 wheelers).
Tracking your shipment. We will send tracking numbers and links on the day we ship your order for nearly all of our products. This will allow you to follow the delivery to your door.
To complete your on-line sale, we work to protect the security of your information using SSL (Secure Socket Layer) software which encrypts it (translates it into code) for safe transmission. As standard industry practice, your credit card information is sent via a secure "gateway" to a secure server at the bank that issued your card. To further protect you, we do not store your credit card information on our servers. In any other transmissions regarding your order, we refer to your card using only the last four digits. We believe that this method of completing a sale is at least as safe as using your card in a retail store or placing an order over the phone. However, if you'd rather call your order in to us, we invite you to call us at: 1-970-703-3074.
- We record your telephone number to reach you if there is a problem with your order and to confirm your shipment via our shipper. We will not use your telephone number for any other reason, period.
- We record your e-mail address to send you a confirmation of your order, notify you that your order has shipped, inform you of any delays in filling your order or to ask you a question about your order. Additionally, we send out occasional e-mail notifications to our customers regarding special sales events. You can unsubscribe from our e-mail list anytime by clicking the unsubscribe link at the bottom of each e-mail. We attempt to be certain that any communication we send to you will actually be worth your time.