Spa Cover Company Frequently Asked Questions:
Welcome to our Frequently Asked Questions page. Here, you'll find answers to the questions we hear most. If you don't see your question here, please contact us.
- What kind of insulation do you use in your spa covers?
Our spa covers use virgin EPS (expanded polystyrene) foam core for their insulation. We do not use recycled foam insulation because it tends to gap and is less reliable. We use 1 lb, 1.5 lb and 2 lb EPS foam insulation in our covers. The pound rating refers to the insulation's weight per cubic foot. A higher weight rating (density) means increased top strength and a reduced capacity to absorb moisture (see How much weight can your spa covers hold?). Our Economy covers contain 1 lb foam insulation that can work indoors or in very protected outdoor environments with minimal temperature variation. Good 1.5 lb foam is a bit better and stronger and should be the minimum weight if you have kids. Better 2 lb foam is better in all respects and is our best selling insulation because it offers an optimal balance of strength, durability, energy savings and weight. Finally, we use a extra- thick 6" 1.5 lb foam insulation in our Best cover which gives it the highest R-Value of any spa cover on the market. The warranty on 1 lb foam is limited to 1 year. All the other cover cores carry 5 year warranties.
IMPORTANT NOTE: Please note when you are shopping that some cover companies use 1 pound foam for all their covers and don't bother to mention it in their advertising. We recommend our 1 lb foam covers only for indoor use and there is a reason we limit the warranty on one pound covers to one year: our experience is that at normal thicknesses (3-4"), 1 lb foam is too weak for anything but the most protected use.
- What kind of vinyl do you use on your spa covers?
We use 30 oz (per lineal yard) Marine Grade Vinyl. Developed for the high wear demands of the boating and awning industries, this is the thickest vinyl used on any spa cover and it exceeds all specified requirements for “Marine Grade" and “Premium Grade" vinyl. It features mildew inhibitors, UV stabilized coloring (to help prevent fading) and it is resistant to chlorine and bromine. The backing fabric is reinforced 100% polyester mesh that will not rot, is mildew resistant and adds strength. The vinyl encasement is stitched using the highest quality #93 UV and moisture resistant bonded Dacron Polyester thread.
Specs for our 30 oz Marine Grade Vinyl:
- UV Rating & Weather Resistance: 1500+ hours
- Stabilized Pigment Rating: 500 hours
- Weight: 30 oz per linear yard
- Thickness: .038”
- Cold Crack Rating: -20°
- What is the R-Value of your spa covers?
Unlike other industries (like home building), R-Value calculations for spa covers are not regulated by the Federal Government and there is no standardized test to calculate the R-value of a spa cover. Following is our best estimate of our covers R-Value based on the known R-value of the virgin foam insulation plus a small increment for the vinyl encasement. We believe they are as accurate as we can make them and, unlike other claims we've seen, these estimates do not exploit an unregulated marketplace.
- Economy with 1 lb foam insulation (4"-2" taper) R-12
- Good with 1.5 lb foam insulation (4"-2" taper) R-13.5
- Better with 2 lb foam insulation (4"-2" taper) R-14.5
- Best with 1.5 lb foam insulation (6"-4" taper) R-24!
Please note, the very high rating of the Ultra cover is a result of one factor—thickness. The ultra cover is a full two inches thicker than our other covers. This adds a bit of weight (see What do your covers weigh?) but it has the highest R-value of any spa cover available.
We offer additional ways to increase energy efficiency in any of our covers:
Most spa covers use two pads at each end of the center hinge to help prevent heat and moisture from escaping through the sides of the hinge but this leaves a large gap through most of the center of the hinge. If you live in a cold climate, you should consider a Continuous Heat Seal to help keep heat form escaping through the hinge. It's a dense pad that runs the entire length of the hinge and it's very reasonably priced at $20. We also sell a very good insulating spa blanket that floats on top of your water and helps protect the bottom of your cover from heat, moisture and chemical fumes while also saving energy by conserving heat.
- In the past, I've had trouble with moisture absorption into the core insulation turning my expensive spa cover into a giant, 100 pound soggy sponge. How does your cover offer me protection from moisture absorption?
Most spa covers must function in a very hostile environment. This includes rain and snow, searing summer heat and UV coming down from above and hot steam, chemical fumes and ozone constantly bombarding the cover bottom from below. Spa covers take a serious beating and over time, they begin to absorb moisture. The question is, what can we do to slow this down? Our first line of defense is our extra thick 30 oz vinyl encasement combined with a double laminated, reinforced bottom fabric (called a “scrim") that is chemical and ozone resistant. Inside, we use 6 mil, single-extruded, virgin bead polyethylene vapor barrier to wrap the insulation which is vacuumed of air and then expertly heat sealed (rather than taped). Our 6 mil barrier is the thickest in the industry. As an exclusive option, we offer a double wrapped core for those wanting extra protection. This can add years to the life of your cover and you might consider it, especially if you've ever experienced this problem before.
- How much do your spa covers weigh?
Average size Economy cover:
1.0 lb foam insulation and 4"-2" taper = 36 lbs
Average size Good cover:
1.5 lb foam insulation and 4"-2" taper = 36 lbs
Average size Better cover:
2 lb foam insulation with 4"-2" taper = 40 lbs
Average size Best cover:
1.5 lb foam insulation with 6"-4" taper = 46 lbs
- How strong is your cover hinge?
The hinge is one of the most important yet most overlooked parts of a spa cover. The hinge must withstand thousands of folds and it must be strong enough to handle the stress of a cover lift. Our hinges use four layers of 30 oz reinforced marine grade vinyl double-stitched into the top.
You won't find a stronger standard hinge anywhere.
- How much weight can your spa covers hold?
Below are rough estimates of the static weight our covers can withstand without breaking.
Average size Good cover:
1.5 lb foam insulation and 4"-2" taper = 275 lbs
Average size Better cover:
2 lb foam insulation with 4"-2" taper = 365 lbs
Average size Best cover:
1.5 lb foam insulation with 6"-4" taper = 455 lbs
Important note: Never sit, stand or walk on a spa cover.
- What about safety?
Our spa covers comply with ASTM (American Society for Testing Standards) requirements that are intended to protect children 5 years of age or younger (the standards have the added advantage of helping to protect pets). Standards include specific performance tests and labeling requirements. Covers must be able to pass tests such as static load tests for weight support (275 lbs), perimeter deflection tests for entry or entrapment between the cover and the side of the spa, and surface drainage tests to see if a dangerous amount of rain could collect on the cover's surface. There are also requirements to include labeling in consumer information and on the cover itself. Labeling must contain the proper warnings (as described by the Standard) and identify the product as a safety cover.
- Do the safety straps come with both parts?
Yes, our lockable straps come with both parts and three stainless steel screws. Additionally, they are sewn into the cover in four places to make them much more wind resistant.
- How "Free" is your "Free Shipping"?
Shipping on your cover is free to any address (commercial or residential) in the contiguous 48 United States with one exception: off-shore islands. That's it. You pay no additional shipping fees. Even shipping insurance is included. Sorry, we cannot ship to Alaska, Hawaii or any country outside the United States. Please call us if you live on a off-shore island within the 48 states.
- How will my cover be shipped?
We ship spa covers via “common carrier" because they are too big and bulky for UPS or any other parcel carrier. This means that our shipper arranges for your cover to be sent via a reliable freight company to a shipping terminal near you. It is then transferred to a local delivery agent for delivery to your home. All shipping and freight insurance costs are included in the price.
- What about Customer Service?
We pride ourselves on our customer service and we stick with you all the way from your order to the receipt of your cover and beyond. First, we actually answer the phone during business hours and our trained spa cover specialists are ready to help you. If you call during off hours or during an extremely busy time and get our voice mail system, we'll call you back within one business day or less. If you e-mail us, we'll get back to you even faster. But our commitment to customer service only begins when we take your order. First, we check your order for any obvious problems and if we have any doubt about what you want, we'll contact you before we go into production. Once your spa cover has been made and goes through quality control checks, we help you monitor your cover delivery and we send you a number of communications along the way:
- Immediately after you place your order, you get a copy of your order via e-mail.
- A few days after your order, you get an e-mail with the projected ship date.
- When the order ships, you get an e-mail from the shipping company with a tracking number.
- 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.
Additionally, your cover shipment is fully insured against damage and if you should experience a problem of any kind, we are available to serve you.
- What are your sales policies and procedures?
Policies and procedures:
- We will work with you in every way we can to make sure you get the right spa cover but in the end, you are responsible for your measurements. Please review your order confirmation carefully for errors. You may make changes to your order within two business days. Because covers are made-to-order, all sales are final and we cannot make changes to your order after it is in production.
- There are literally thousands of possible shape, size and color combinations for replacement spa covers. Therefore, All covers are custom made and they cannot be returned for re-sale. Once we start making your cover, we are fully invested in it. Therefore, in keeping with standard industry practice, your credit card is charged when you place your order and once your cover is in production, your order cannot be canceled.
- We are proud to say our return rate is less than 1% but if your new cover does not match your order or it arrives damaged, you must contact us within 48 hours of receipt. Upon confirmation of the problem, we will rush a replacement order and ship it to you at no charge. Replacement of damaged or defective covers not reported within 48 hours, or covers sent in for warranty repairs after the first 30 days will require payment for all shipping charges.
- Covers generally take from four to five weeks from the time you order to the time you receive it. Please allow an extra few days if you live in a rural or remote area.
- Our communication with you depends of the accuracy of the information you provide us. Please provide a good e-mail address and a DAYTIME phone number so that we may serve you best.
- What is your warranty?
No hype, Non-Prorated Five Year Warranty includes insulation and shipping.
We offer the best warranty in the industry. With the lone exception of our indoor Economy cover, our warranty covers two things that other spa cover warranties do not:
- It is a "Bumper to bumper" non-prorated Five Year warranty including the number one cause of cover failure—water absorption in the core.
Please note: if a spa cover warranty does not specify water absorption coverage, do not assume it is included.
- Our warranty includes shipping of a new cover or cover parts to your home should that be necessary. Compare this to ANY other spa cover warranty. After all, what good is any spa cover warranty if you end up paying hundreds of dollars for shipping the replacement from the manufacturer?
Here is our warranty for our Standard, Deluxe and Ultra covers in its entirety:
LIMITED 5 YEAR WARRANTY.
We warrant our insulating covers to the original purchaser, to be free from defects in material and workmanship, under normal usage, for a period of 5 years (60 months) from the date of delivery to the original consumer. Such limited warranty does not cover damages caused by animals, fire, vandalism, excessive chemicals, improper installation and strain, abuse or abrasion, acts of God or use for purposes other than that for which the cover was designed. Ordinary wear and tear, delamination and seam splitting due to improper handling are not considered to be a defect in workmanship or material. Foam cores are covered for 5 years. Warranty of foam cores is void if any holes have been found to puncture or penetrate either the outer covering or inner seal.
Any expressed or implied warranty is limited in duration to 5 years (60 months) from the date of delivery to the original purchaser-consumer. Seller shall not be liable for any incidental or consequential damages.
Any insulating cover deemed by us to have failed due to defects in materials or workmanship within five years (60 months) from date of purchase will be repaired or replaced, at our option, without charge for materials or labor (includes the cost of replacement freight from the manufacturer). In the event the outer vinyl of the cover must be repaired, the buyer will be responsible for one way shipping of the vinyl only to the manufacturer. The manufacturer will ship the repaired vinyl to the buyer free of charge.
Warranty of foam cores is void if any holes have been found to puncture or penetrate either the outer covering or inner seal.
Warranty does NOT cover improper use or any of the following:
- Insulating cover has been subjected to alteration, misuse, abuse, or if any repairs on the cover are attempted by anyone other than our authorized representatives, unless express written approval is given.
- Foam breakage or tearing of vinyl (this cover is not intended to be walked, stood, or sat upon, or any excessive weight caused by rain, water, snow, animals, or any other acts of God.
- Damage due to excessive chemicals in the water or contact with other chemicals on the cover material (this includes the use of Armorall).
- Fading of vinyl and thread is not considered a defect and will naturally occur due to normal chemical maintenance, exposure to the elements and aging.
- Torn handles (handles are for the sole purpose of opening and closing covers only, and NOT intended to be used to carry or remove cover from the spa/hot tub.
- Scuffing & Chafing or wearing holes in cover by dragging or storing/leaning against sharp objects.
- Damage caused by improper installation, or during transportation from the dealer to purchaser.
- Any damage resulting from any misuse, abuse, negligence, acts of God, accident or alteration, (i.e. cover lifts, animals and excessive weight or wind).
To Obtain Warranty Service
Contact seller to obtain instructions on where to present the defective or failed cover along with a copy of the original bill of sale showing date of purchase, and a photo or photos clearly showing the claimed defect. No returns will be accepted without a prior issued "returned goods authorization"
Manufacturer will repair or replace at the manufacturer's discretion any defects, if upon inspection by the manufacturer it is determined to be covered by the warranty. Manufacturer will pay for the shipping of vinyl, foam or other parts as necessary to the customer during the term of the warranty. Should it be necessary, purchaser is responsible for shipping their vinyl encasement back to the Manufacturer.
Implied Warranties: The only express warranties are set herein and any implied warranties, including the implied warranties of merchantability and fitness for a particular purchase, are limited in duration to that of the expresses warranties. This warranty does not cover consequential damages or incidental damages including damage to property or injury arising for the use or inability to use this product. Some states do not allow the exclusion or limitation of consequential of incidental damages, so the above limitation may not apply to you.
PRODUCT DISCLAIMER - Don't walk, sit, stand, or play on the cover, never swim or play under the cover.
- What Colors do you offer?
You can choose from these 10 great colors:
- How long should a spa cover last?
So far, no one has been able to manufacture a cost-effective “indestructible" spa cover. There are actually good reasons for this. First, your cover gets a lot of wear and tear on the top. With rain and snow, direct exposure to UV radiation from the sun plus expansion and contraction from temperature extremes, your cover takes a serious beating just from the weather. But the real sustained assault is from below the cover which is under constant bombardment from strong chemical fumes and hot water steam. In fact, most covers fail from the bottom-up. With all this warfare going on, it's no wonder that spa covers wear out eventually. However, our covers are engineered for longevity and, depending on specific conditions, they are designed to last five to eight years.
At least part of your cover's lifespan depends on you. If you can protect the top of your cover from UV (under a Gazebo, for example), that's a good idea. Another important step you can take is to leave your cover off your spa for 20 minutes after you add Shock. Lastly, it's a good idea to wash and condition your cover with a good UV protectant at least once every three months. Follow these steps and you can be sure you are getting most life out of your new cover.
- How do I contact Spa Cover Company?
To email us, click here. We promise to write back to you within one business day.
Or call us toll free at: 1-800-595-1970. Cover specialists are standing by 9AM-5PM Pacific Time, Monday-Friday (except national holidays).
We invite you to call even during off hours we'll get back to you within one business day.
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