Help
Common Questions Answered
Browse through our frequently asked questions to find answers to common inquiries. If you can't find what you're looking for, feel free to contact our team for personalized assistance.
Delivery
Our delivery service ensures your whirlpool bathtub reaches you safely and on time. We partner with reliable shipping companies to provide efficient and secure delivery to your doorstep.
Installation Process
Discover the ease of installing our whirlpool bathtubs with our step-by-step guide. Our products are designed for a hassle-free installation process, ensuring convenience and satisfaction.
Maintenance Tips
Learn how to keep your whirlpool bathtub in top condition with our maintenance tips. Proper care and maintenance will prolong the life of your bathtub, allowing you to enjoy its benefits for years to come.
1. Orders & Payments
Q: What payment methods do you accept?
A: We accept major credit cards, PayPal, and other payment methods listed at checkout. All payments are securely processed.
Q: Can I modify or cancel my order after placing it?
A: If you need to make changes or cancel your order, please contact our customer support as soon as possible at +1 (888) 863-9598 or info@whirlwell.ca (Monday - Friday, 9 AM - 5 PM). Once an order has been processed, we cannot guarantee modifications or cancellations.
2. Shipping & Delivery
Q: Do you offer free shipping?
A: Yes! We provide free ground shipping for orders in Ontario (ON) and Quebec (QC). For other provinces in Canada, we cover a portion of the shipping cost, so customers only pay a minimal fee. For US orders, shipping fees are calculated based on the size and weight of the product.
Q: Can I modify or cancel my order after placing it?
A: Our shipping times vary based on location:
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Canada Orders: 3-10 business days
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US Orders: 7-15 business days Processing time is typically 1-2 business days before shipment.
Q: What shipping method do you use?
A: We use LTL freight for deliveries. Free shipping includes delivery to your front door or driveway. If you require in-home delivery or white glove service, please contact us for additional shipping charges.
Q: How can I track my order?
A: Once your order has shipped, you will receive an email with tracking details. If you have any questions about your shipment, please contact us.
Q: What happens if I miss my delivery appointment?
A: Our shipping carrier will contact you to schedule a delivery appointment. If they are unable to reach you and we also cannot establish contact, the carrier may proceed with a delivery without an appointment or signature. In this case, we are not responsible for any loss, so please ensure you provide a valid phone number and email.
3. Returns & Refunds
Q: What is your return policy?
A: We accept returns within 30 days of delivery, provided the item is unused, in its original packaging, and includes proof of purchase.
Q: Who covers the return shipping cost?
A: Customers are responsible for return shipping costs unless the item is defective or incorrect.
Q: How do I initiate a return?
A: To start a return, please contact our support team with your order details and reason for return. Our team will provide you with the necessary instructions.
Q: Who covers the return shipping cost?
A: If approved, we process refunds within 2 business days, and you can expect to receive your refund within 5-7 business days via your original payment method.
4. Warranty & Product Support
Q: Do your products come with a warranty?
A: Yes! We offer warranties on our products:
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Whirlpool bathtubs: 5 years warranty on the shell and 2 years warranty on mechanical and electronic components.
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Other products: Warranty details vary; please check the product page or contact us for information.
Q: What is not covered under warranty?
A: Our warranty does not cover:
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Damage due to improper installation, misuse, or unauthorized modifications
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Normal wear and tear, discoloration, or exposure to chemicals
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Damage from accidents, fire, or flooding
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Labor, installation, or transportation costs
Q: How do I file a warranty claim?
A: Contact our support team with your proof of purchase and details of the issue. Photos or videos may be required for assessment. If approved, we will provide replacement parts or repair services as applicable.
5. General Questions
Q: Do you offer bulk or contractor discounts?
A: Yes! We offer special pricing for bulk orders and contractors. Please contact us to learn more about our wholesale options.
Q: How can I contact customer support?
A: You can reach us via:
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Phone: +1 (888) 863-9598 (Monday - Friday, 9 AM - 5 PM)
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Email: info@whirlwell.ca
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Website Contact Form
If you have any additional questions not covered in this FAQ, feel free to reach out to us!