Your Andes hot tub is carefully prepared before it leaves us, whether it is drawn from available stock or produced specifically for your order. We do everything in our power to maintain physical stock, however if an item is not available at the time of purchase, your order will be supplied on a made-to-order basis. Keeping stocked products for faster dispatch and using made-to-order fulfilment when stock is unavailable is a common approach in product businesses where availability can vary.

Stock and order preparation

Where stock is available, orders can move into dispatch preparation once payment requirements have been met. If a product is out of stock, or if the order involves custom specifications, finishes, or inclusions, it will be treated as made to order and lead times may vary accordingly.

Once your order is confirmed, we will advise whether the product is in stock or being made to order. If your order is made to order, timing may depend on production scheduling, materials availability, freight capacity, and site readiness.

Delivery coverage

We deliver throughout Australia, with freight costs calculated according to your location, order size, and delivery method. Depending on the order and destination, delivery may be made to your address, a freight depot, or another nominated receiving point.

If your property is in a regional, remote, or difficult-access location, additional delivery charges may apply. We will always aim to provide the most practical and suitable freight option based on your location and product requirements.

Delivery timing

Estimated lead times vary depending on whether your order is in stock or made to order. If a product is available in stock, delivery timing will generally be shorter than for products that require production or special allocation.

Any lead time, dispatch window, or delivery date provided is an estimate only. While we do everything possible to deliver on time, delays can occur due to production schedules, freight availability, weather events, supply chain disruption, or site-access constraints.

Delivery terms

Delivery is arranged on the basis that:

• You are responsible for all delivery costs unless otherwise agreed in writing.
• Risk in the goods passes to you when the goods leave our premises or nominated freight point, to the extent permitted by law.
• If goods are delivered in stages, each stage may be treated as a separate delivery.
• If someone else receives or collects the goods on your behalf, they are treated as your agent for that delivery.

You should ensure that someone is available to receive and inspect the goods at the agreed time, especially where the delivery requires special access, lifting equipment, or booked freight services.

Inspection on arrival

Please inspect your order as soon as it arrives. If anything appears damaged, incomplete, or incorrect, notify us promptly and record the issue with the carrier where possible.

Any visible freight damage should be noted on the delivery paperwork at the time of delivery. Concealed damage or shortage should be reported as soon as possible after arrival so that we can assess the issue and assist with the next step. Prompt reporting is especially important because freight-related claims are often time-sensitive.

Delays and rescheduling

Delivery dates are estimates only and delays do not automatically amount to a breach of contract. If timing changes, we will do our best to keep you informed and work toward a practical revised delivery window.

If your order is ready for dispatch but delivery is delayed due to site readiness, access issues, or a requested change in timing, storage, handling, or rebooking fees may apply. Short-notice changes can create additional warehouse and freight costs, particularly for large-format products.

Customer responsibility

It is the customer’s responsibility to ensure the site is ready to receive the hot tub and that access details provided to us are accurate. This includes confirming delivery access, any lifting requirements, and suitable space for unloading and positioning.

Once the goods have been delivered or collected, responsibility for their care passes to you, subject to any rights you may have under Australian Consumer Law. Clear delivery terms and acceptance procedures are a standard part of Australian shipping policies because they help define when fulfilment is complete and what steps should be taken if something goes wrong.