FAQ's

Our hybrid technology means you never have to compromise between the raw, off-grid romance of a traditional wood fire and the effortless convenience of a modern electric spa. Your tub features two independent heating engines built into a single unit. You can use firewood to rapidly boost the temperature from scratch on a Friday night, and let the smart electric thermostat maintain it at a perfect 38 degrees Celsius all weekend long while managing automatic filtration cycles.

The Hybrid range offers wood-fired and electric heating options. Using wood for heat does not remove the electrical requirement for filtration, jets, lighting and other powered features. Confirm the requirements for your selected model with us and a licensed electrician before planning an off-grid installation.

Heating times depend on your starting water temperature and the density of your firewood. From a cold tap start of around 12 to 15 degrees, a well-stoked hardwood fire will bring the full volume up to a perfect 38 degrees in about two to three and a half hours. If you choose to heat the tub from scratch using the electric element alone, the temperature will rise more gradually at a rate of roughly 1.5 to 2 degrees per hour.

You should always use clean, dry, seasoned hardwoods like Ironbark, Blue Gum, or Jarrah. Hardwoods burn hotter, cleaner, and much longer than softwoods like pine, which tend to create excessive smoke and soot buildup in your flue. Typically, a single soak from scratch will require about one to two standard split logs to establish a coal bed, followed by a few smaller pieces to maintain the ambient temperature.

Use the onboard touchscreen to manage your hot tub settings. Wi-Fi connectivity is available on the Hybrid range; ask us for a demonstration of the app functions supported by your selected model and production version.

The lower sections of the stainless steel chimney flue do become very hot to the touch when the wood burner is active. Because safety is paramount, every Andes Hot Tub package includes an integrated stainless steel heat guard that wraps around the lower section of the flue, alongside an insulated top cap to prevent accidental contact injuries while navigating the deck.

Our hot tubs use stainless-steel shells. The Hybrid range offers 304 stainless steel or a 316 marine-grade upgrade. Check the options for your chosen model and confirm the grade on your order. Both grades require appropriate water care and cleaning.

When changing the water, clean the shell with a soft cloth and a product suitable for stainless steel, following the care instructions. Avoid abrasive tools and incompatible chemicals. A smooth shell still needs cleaning; filtration and ozone do not replace routine water care.

Do not convert the tub to a saltwater system without written confirmation that it is suitable for your configuration. Use only water-treatment products compatible with the tub and follow their directions and the supplied water-care guidance. Maintain the recommended residual sanitiser level; ozone and filtration are not substitutes for it.

Don't panic; this is rarely actual structural rust. In the pool and spa industry, this is known as tea staining or surface contamination. It typically occurs when tiny airborne iron particles from garden tools, nearby construction, or even impurities in your local tap water land on the steel and oxidize. It can be easily wiped away using a specialized, non-abrasive stainless steel cleaner or a light paste of baking soda and water.

The stainless steel shell takes on the exact temperature of the water it holds. When the tub is filled and heated to 38 degrees, the metal simply feels like a warm, supportive extensions of the water itself. Because the entire outer core is wrapped in thick, high-density structural insulation and sealed within timber cladding, external weather extremes won't affect how the interior surfaces feel against your skin.

Filtration and ozone help manage debris and water quality between uses. They do not replace an appropriate residual sanitiser, regular water testing or filter cleaning. Follow the water-care instructions and the treatment product directions for your selected model.

There is no fixed water-change interval for every household. Usage, water-test results, treatment and filter maintenance determine when water needs replacing. Water clarity alone does not establish that it is safe to use.

Filtration and ozone help manage debris and water quality between uses. They do not replace an appropriate residual sanitiser, regular water testing or filter cleaning. Follow the water-care instructions and the treatment product directions for your selected model.

There is no fixed water-change interval for every household. Usage, water-test results, treatment and filter maintenance determine when water needs replacing. Water clarity alone does not establish that it is safe to use.

Test sanitiser level, pH and the other parameters specified in your water-care instructions. Follow the testing frequency and target ranges in those instructions and the treatment product directions, adjusting for use and bather load. Maintain the filter and change water when the water-care guidance or test results require it.

Filtration and ozone help manage debris and water quality between uses. They do not replace an appropriate residual sanitiser, regular water testing or filter cleaning. Follow the water-care instructions and the treatment product directions for your selected model.

There is no fixed water-change interval for every household. Usage, water-test results, treatment and filter maintenance determine when water needs replacing. Water clarity alone does not establish that it is safe to use.

Our hot tubs have spliced cedar cladding. To maintain its colour, inspect the finish regularly and generally re-oil once or twice a year, depending on sun, weather and the finish condition. Use an exterior cedar oil with UV protection that is compatible with the existing finish. The tub arrives oiled; the first maintenance interval depends on exposure and finish condition.

Natural variation, minor surface checking, and hairline texture changes are entirely normal characteristics of premium outdoor timbers exposed to changing weather conditions. Cedar naturally expands and contracts slightly as humidity and temperatures shift throughout the seasons. These cosmetic movements do not affect the internal structural integrity of the heavy-duty framing or the waterproof stainless steel core.

Every Andes Hot Tub comes standard with a custom-fit, marine-grade insulated thermal cover. Heat naturally rises, meaning an uninsulated or poorly fitted cover is the number one cause of energy loss in any outdoor spa. Our lockable covers seal tightly around the perimeter rim, locking the heat inside between uses so that the electric element only needs to draw a minimal amount of power to keep the water warm and ready for your next session.

No, you must never place a hot tub directly onto grass, soil, or soft sand. Over time, the immense weight of the water will cause the ground to shift, tilt, or settle unevenly, which places uneven structural stress on the components. Additionally, constant direct contact with moist earth can restrict essential airflow beneath the timber cladding, leading to premature moisture trapping and timber rot.

Provide a stable, level, load-bearing base suitable for the selected tub, water, occupants and site conditions. A reinforced concrete slab or engineered deck may be appropriate, but slab thickness, reinforcement, drainage and support require site-specific advice. Do not rely on a universal slab thickness or loose crushed rock beneath the tub without approval of the base arrangement.

Planning estimates for tub plus water, excluding occupants: Puma approximately 1,910 kg at 1 m height or 2,290 kg at 1.2 m; Condor approximately 2,430 kg at 1 m or 2,920 kg at 1.2 m. Seven occupants at an illustrative 75 kg each add 525 kg to Condor, giving approximately 2,955 kg or 3,445 kg. Add actual occupants and other supported loads. These are estimates, not certified structural design loads; confirm final specifications and obtain a site-specific structural assessment.

Because our hybrid tech pack includes a high-output circulation pump, a dedicated hydrotherapy massage pump, and a 3kW smart electric heating element, it cannot be plugged into a standard residential 10-Amp outdoor power point. Your installation requires a dedicated 15-Amp, single-phase outdoor circuit protected by a residual current device (RCD), hard-wired into an external isolation switch by a licensed electrician.

No, there is no permanent plumbing connection required for water supply. You simply fill the hot tub using a standard garden hose dropped over the rim, which takes around 45 to 90 minutes depending on your household water pressure. When it comes time to change the water, you can connect a standard hose to the internal drain valve located behind the timber access panel to direct the drainage toward an appropriate council-approved waste point.

Delivery and placement are quoted separately from the hot tub retail price. Options include collection from a nearby freight depot with your own suitable trailer, tail-lift truck delivery for kerbside unloading, or delivery and placement using a Hiab truck or crane, subject to access assessment.

Our complimentary concierge service helps coordinate your order, access planning and delivery. Freight, lifting equipment, installation and site preparation remain separately quoted services. We confirm whether your chosen configuration is in stock or requires production, and provide an estimated delivery window before you commit.

In almost all Australian states and territories, any outdoor structure capable of holding water to a depth greater than 300mm is legally classified as a swimming pool or spa. This means your installation may be subject to local council building approvals and mandatory pool fencing and barrier laws. Because regulations vary significantly between local government areas, you must independently verify your local council’s specific safety barrier and boundary setback rules before finalizing your site layout.

The stainless-steel shell has a 50-year structural warranty for both 304 and 316 grades, subject to the full conditions. Timber structural workmanship and standard manufacturer-backed component parts have 2-year coverage; optional accessories generally have 1-year coverage. Reasonable authorised repair labour is generally covered for the first 12 months for accepted express-warranty claims. Standard coverage is for residential use in Australia. Commercial and short-term rental use require separate written arrangements. Read Warranty & Aftercare for full terms and Australian Consumer Law rights.

Unlike traditional all-wood hot tubs that will shrink, dry out, and develop massive leaks if left empty, our premium stainless steel core means you can leave an Andes Hot Tub completely empty for as long as you like without causing any structural damage to the shell. If you plan to leave the tub empty for an extended period, simply ensure the internal pipes are fully drained to prevent stagnant water or freeze expansion during cold winters, and keep the insulated cover locked in place.

Delivery and placement are quoted separately from the hot tub retail price. Options include collection from a nearby freight depot with your own suitable trailer, tail-lift truck delivery for kerbside unloading, or delivery and placement using a Hiab truck or crane, subject to access assessment.

Our complimentary concierge service helps coordinate your order, access planning and delivery. Freight, lifting equipment, installation and site preparation remain separately quoted services. We confirm whether your chosen configuration is in stock or requires production, and provide an estimated delivery window before you commit.