What are your business hours?
Our Online Store is available to assist you during our business hours, which are Monday to Friday from 8 am to 5 pm MDT. If you happen to contact us outside of these designated hours, please rest assured that we will promptly respond to your inquiry as soon as we can. To assist us in providing you with the best possible support, kindly include any relevant information when reaching out to us.
How can I contact your customer support team?
Our Customer Support team can be reached at the following contact:
- Email: firstname.lastname@example.org
- Phone: (208) 973-1384
- Online Chat
Do you have a physical store location?
We are proud to have three convenient physical store locations strategically situated across the beautiful state of Idaho. You can find our stores in the following areas:
What payment methods do you accept?
Our online store offers a wide range of convenient payment options, including Discover Card, VISA, MasterCard, American Express, and Paypal. You can choose the method that suits you best for a seamless checkout experience.
For our physical store locations, we accept most major credit cards, providing you with flexibility in your payment choices. Additionally, we also accept cash and checks to accommodate a variety of preferences.
How do I create an account or register with your company?
Experience hassle-free sign-ins with our innovative account system. Bid farewell to cumbersome passwords and say hello to a simpler approach. By utilizing our new method, you can effortlessly sign in using just your email and a secure numerical code sent directly to your inbox.
Creating an account is a breeze. Just click the "Account" button at the top right of this page and enter your preferred email address. An account will be instantly generated for you under that email. Next, check your inbox for the verification code. Once your account is verified, you can conveniently add your first and last name, as well as a default address for seamless order processing.
For further details, please contact a customer representative.
How do I know if a part is compatible with my hot tub?
To ensure a seamless and compatible fit for your hot tub or hearth, we kindly request that you reach out to us prior to making a purchase if you have any uncertainties. Our dedicated team is here to assist you and can verify the compatibility of a specific part with your unit, whether it be a hot tub or a hearth.
To provide you with accurate information, we kindly ask that you provide us with the make, model, year, or serial number of your unit. This vital information allows us to precisely confirm compatibility, ensuring that the part you select will integrate seamlessly with your hot tub or hearth.
Your satisfaction is our top priority, and we want to ensure that your purchase meets your needs perfectly. Feel free to contact us with any inquiries or concerns, and we will gladly assist you in finding the ideal part for your specific unit.
How do I find my serial number?
We understand that locating the serial number of your unit may sometimes be a confusing task. We are here to help and guide you through the steps of finding the serial number. Provided are videos of our staff walking through how to find serial numbers on hot tubs and freestanding stove. Have more questions? Please don't hesitate to reach out to us for support.
Are there any discounts or promotions available?
To show our appreciation for your first-time purchase, we are delighted to offer you an exclusive discount code. Simply enter the code "LT10" during checkout to enjoy a generous 10% off your entire order. Please note that this code is valid for a one-time use only, ensuring that you can maximize your savings on this initial purchase.
To stay up-to-date with our latest sales, discounts, and important updates, we highly recommend subscribing to our newsletter. By joining our newsletter community, you will receive timely information about future promotions, ensuring that you never miss out on fantastic opportunities to save on our products.
How can I provide feedback or suggestions?
At Leisure Time Inc, we deeply appreciate the invaluable feedback provided by our esteemed customers. Your opinions and experiences hold tremendous value to us, as they help us continuously improve and provide the best possible service.
If you would be so kind as to take a moment to share your thoughts and feedback, we would be absolutely thrilled to hear from you on Google. Your review can make a significant impact and contribute to the overall reputation of our business. Please follow this link to share your valuable insights: Click here to leave a Google Review
We sincerely thank you for your time and willingness to provide feedback. Your support and engagement are crucial to our ongoing commitment to excellence, and we look forward to hearing your thoughts on your experience with us.
What is Leisure Time Inc?
Leisure Time Inc. is a leading retailer of outdoor and indoor living products, prioritizing exceptional customer service since the early 1970s. As East Idaho's largest hot tub and hearth dealer, we offer a wide range of items, including hot tubs, swim spas, fireplaces, stoves, inserts, grills, ovens, and pizza ovens. Our online store ensures convenient access to products for maintenance and care. We strive to be the preferred choice for health and relaxation solutions by providing top-quality products, competitive prices, and outstanding service through our in-house technicians. The ongoing success of our three locations is thanks to our exceptional team and loyal customers. Trust Leisure Time Inc. as your premier provider of indoor and outdoor living needs.
Where is my order?
To access more detailed information about your order, we kindly request that you locate your shipping confirmation email. While Shopify provides tracking information, it's important to note that it may not always reflect the most up-to-date status. To ensure accurate tracking updates, we recommend using your tracking number directly on this page: Track Your Order
Please be aware that orders placed between Friday and Sunday will be processed starting the following Monday. This allows us to ensure that your order is handled promptly and efficiently during our regular business hours.
How do I cancel or modify my order?
To maintain accurate order management, it is necessary for our team to handle any cancellations or modifications on our end. If you wish to include additional items to your existing order, we kindly request that your current order be canceled. Following the cancellation, you can place a new order with the correct items included.
We understand that this process may require additional steps, but it ensures that our team can accurately fulfill your order and provide you with the best possible service. If you have any questions or require assistance with canceling an order or placing a new one, our dedicated team is available to help.
I forgot to use my discount code, can I still use it?
If you happened to forget to use your discount code during checkout, we understand that it can be disappointing. However, we are here to assist you and ensure that you still receive the savings you deserve.
To resolve this issue, we kindly ask you to contact our dedicated Customer Support team. They will gladly assist you in rectifying the situation by issuing a refund for the discount amount that should have been applied to your order.
It's important to note that this option is available only for orders made within the specified sale or discount time period. We want to ensure fairness to all our customers and honor the terms and conditions associated with our promotions.
I need to add an item to my order, what do I do?
To facilitate the addition of an item to your existing order, we kindly request a two-step process:
- Cancel your current order: In order to ensure accurate order fulfillment, please contact our customer support team to request the cancellation of your current order. This will allow us to make the necessary adjustments.
- Place a new order with the correct items: Once your current order has been canceled, you can proceed to place a new order that includes the additional items you would like to include. Our user-friendly website or dedicated customer support team will guide you through the process, making it easy to select the correct items and complete your purchase.
By following these steps, we can guarantee that your new order will reflect the desired items accurately. This approach ensures a seamless shopping experience and helps us provide you with the best possible service.
I need to change the address on my order, what do I do?
If you require a change to the shipping address on your order, we kindly ask that you promptly notify our dedicated Customer Support Team. As long as your order has not yet been shipped, they will be able to assist you in correcting the shipping address to ensure a smooth delivery.
However, please note that once an order has been placed, we are unable to modify the billing address. This policy is in place to prioritize the security of your payment information and maintain the utmost safety. Should you need to change the billing address, we kindly ask that you request an order cancellation. Following the cancellation, you can proceed to place a new order with the correct billing information.
I bought the wrong item, how do I exchange it?
To streamline our processes and ensure efficient order management, we regret to inform you that we do not offer direct exchanges. However, we are committed to resolving any issues with your purchase promptly and to your satisfaction.
If you have mistakenly purchased an incorrect item, we kindly ask you to request a refund through the provided link. Once the refund has been processed, we ask that you return the incorrect item(s) following the provided instructions.
To ensure you receive the correct item(s) promptly, we recommend placing a new order for the desired item(s) through our website. This will allow us to expedite the processing and shipment of your correct items, ensuring a smooth and hassle-free shopping experience.
My order was canceled because it was fraudulent. Why?
To prioritize the security and protection of our valued customers, our advanced system includes automatic detection measures to identify potential fraudulent purchases. In the event that our system detects any irregularities, it may lead to the automatic cancellation of the order.
If you believe that your order has been canceled erroneously, we sincerely apologize for any inconvenience caused. Our dedicated Customer Support Team is available to assist you in resolving this matter promptly. By reaching out to them, they will guide you through the process of successfully placing your order, ensuring a seamless shopping experience for you.
Why are some items not available for purchase on your online site?
To ensure the safe handling of certain large and delicate items, such as the Big Green Egg grills, we have made the decision to offer these products exclusively for in-store pickup. Unfortunately, shipping these items would pose a risk to their integrity. However, we have made them available for browsing and reference on our online store to inform our customers of their availability at our physical locations.
If you are interested in purchasing one of these items, we offer the option of requesting a callback from our dedicated Customer Support Team. This convenient service allows you to schedule an in-store pickup or obtain additional information about the product. Our team will gladly assist you in coordinating the pickup process or addressing any queries you may have.
How do I return my item(s)?
We understand that sometimes returns are necessary, and we want to ensure a seamless return process for you. To initiate the return of your item(s), we kindly ask you to log in to your account and click the "Request Refund" button on the product in question.
Once we receive the returned item(s) at our facility and confirm their condition, we will promptly process your refund. It's important to note that our return policy allows for returns of products purchased from our online shop within the last 30 days. Regrettably, if more than 30 days have passed since your purchase, we are unable to offer you a refund.
What items can be returned?
If you have made a purchase from our online shop within the last 30 days, you are eligible for a return. However, if more than 30 days have passed since your purchase, we regret to inform you that we are unable to offer a refund.
While most items on our website can be returned, we kindly ask you to note that there are a few exceptions. The following items are non-returnable:
- Gift cards
- Pumps / Motors
For a comprehensive understanding of which items can or cannot be returned, we invite you to visit: https://shop.leisuretimeinc.com/policies/refund-policy
My order arrived damaged, what do I do?
We understand that receiving a damaged order can be disappointing, and we want to assure you that we are here to help. Your satisfaction is our priority, and we are committed to making things right for you.
If your order has arrived damaged, we kindly ask you to reach out to our dedicated Customer Support Team. They are trained to handle such situations and will work closely with you to find the most reasonable and satisfactory solution.
We believe in open communication and want to address your concerns promptly. By contacting our Customer Support Team, you can rest assured that we will take the necessary steps to resolve the issue and ensure your satisfaction.
Who pays for the shipping for returns?
We understand that return shipping costs can vary depending on the reason for the return. To provide clarity, our policy states that if the return is due to item damage or an error on our part, we will gladly cover the cost of the return shipping label. This ensures that you are not held responsible for any expenses in such circumstances.
However, for returns unrelated to item damage or errors on our part, the customer is responsible for the cost of the return label. We appreciate your understanding in this matter as it allows us to maintain a fair and sustainable return process.
In cases where we provide a return label for reasons other than item damage or an error on our part, it's important to note that the cost of the return label will be deducted from your refund. This deduction is implemented to ensure a transparent and equitable process for both parties involved.
When can I expect my refund?
To ensure a smooth return process, we kindly request that you follow the instructions provided by our dedicated Customer Care Team. Your refund will be processed once we receive the returned item at our facility and verify that it is in the same condition as when it was initially purchased.
Once our Customer Support Team confirms the receipt of the return in good condition, we will proceed with issuing your refund to the original payment method used for the purchase. We understand the importance of timely reimbursements, and we ask for your patience as we work diligently to complete the process. Typically, refunds are reflected in your account within 3-4 business days.
How should I expect my refund?
We understand that receiving a prompt refund is important to you, and we strive to process refunds as efficiently as possible. Once your return has been processed and approved, your refund will be credited back to your original payment method.
Please note that it may take 3-4 business days for the refund to reflect in your account. We appreciate your patience during this time as it is a standard processing timeframe set by financial institutions.
Are there any warranties or guarantees on your products?
While we strive to provide the best possible service and ensure that your items arrive in optimal condition, it's important to note that we do not offer any warranties. However, many manufacturers do have their own warranty policies in place for their products.
Please keep in mind that despite our best efforts, we cannot guarantee that your items will arrive in perfect condition due to the unpredictable nature of the shipping process. However, we take great care in packaging and handling your items to minimize any potential damage during transit.
If you encounter any issues with your items upon delivery, we encourage you to reach out to our Customer Support Team. They will be happy to assist you and help resolve any concerns you may have.
What happens if my returned item arrives damaged?
To ensure the protection of your return shipment, all return labels include insurance coverage. This means that if, unfortunately, an item arrives back to us damaged, we are unable to process a refund. In such cases, we advise you to submit a claim through the mailing service used for the return.
We understand that it can be disheartening to receive a damaged item, and we apologize for any inconvenience caused. By initiating a claim through the mailing service, you can seek appropriate resolution and compensation for the damage incurred during the return shipment.
How long does shipping/delivery take?
Our dedicated warehouse team takes pride in efficiently processing your order, and we strive to have it ready for shipment within 1-2 days. Once your order leaves our facility, the shipping duration is typically 3-4 business days, unless you opt for a faster shipping method during checkout.
For our free shipping option, your package will be sent via USPS Priority Mail or UPS Ground. Both services are estimated to deliver within 3-4 days, ensuring a timely arrival of your items.
We understand the importance of receiving your order in a timely manner, and we work diligently to minimize processing and shipping times. Rest assured that we prioritize efficiency and reliability throughout the entire order fulfillment process.
How much is shipping?
To provide you with accurate and fair shipping costs, we calculate the shipping charges at checkout based on your location and the weight of the item(s) in your order. This ensures that you only pay for the actual shipping expenses associated with delivering your items to your doorstep.
We are delighted to offer free shipping on all orders over $125. This means that if your order meets this threshold, you can enjoy the convenience of complimentary shipping. It's our way of showing appreciation for your support and making your shopping experience even more rewarding.
At checkout, you will have a clear understanding of the shipping charges applicable to your order, and if you qualify for free shipping, it will be automatically applied.
Do you offer international shipping?
At present, we are pleased to offer shipping services to customers residing in the 48 contiguous states, the District of Columbia, Alaska, and Hawaii. We understand that there is a desire for us to extend our shipping reach to US Territories and Freely Associated States, and while we appreciate the interest, we do not have immediate plans to do so.
Do all items qualify for free shipping?
We are pleased to offer free shipping for all eligible items in your order when the total in your cart reaches $50 or more. It's our way of making your shopping experience even more convenient and cost-effective.
Please keep in mind that if you apply a discount code that reduces your subtotal below the $50 minimum, the free shipping offer will not be applied until the total in your cart exceeds $50 again. However, once your subtotal meets or exceeds the qualifying amount, you will automatically enjoy the benefits of free shipping.
Can I track my order?
Once your order enters the processing phase, we will promptly notify you via email with an order confirmation. This email will include a tracking number that you can use to monitor the progress of your shipment. To access the most accurate and up-to-date tracking information, we recommend using the tracking number provided on the corresponding shipping carrier's website, whether it's USPS or UPS.
By visiting the correct shipping carrier's website and entering your tracking number, you will gain access to real-time updates on the whereabouts of your package. This ensures that you stay informed about the status of your order from the moment it leaves our facility until it reaches your doorstep.
I paid for two day shipping, why isn’t my package here already?
We apologize for any inconvenience caused by the delayed arrival of your package. We would like to clarify the shipping process to provide you with a better understanding.
Please be aware that the shipping time begins once the shipping carrier has collected the package from our facility. Prior to that, our dedicated team ensures that your order is processed promptly. Our processing time typically takes around 1-2 business days, during which we carefully prepare and pack your items to ensure they arrive in optimal condition.
It's important to differentiate between processing time and shipping time, as they represent distinct stages in the order fulfillment process. While we strive to process orders as quickly as possible, the shipping carrier's timeline is ultimately beyond our direct control.
We appreciate your patience and understanding as we work diligently to get your package ready for shipment and handed over to the carrier. Rest assured that we are committed to providing you with a seamless shopping experience and ensuring the timely delivery of your order.
My order says it’s shipped, why hasn’t it arrived?
We understand the importance of keeping you informed about the status of your order. To provide you with timely updates, you will receive a processing and shipping confirmation as soon as our dedicated warehouse team begins processing your order. It's important to note that this initial confirmation does not indicate that your package has been delivered. Instead, it serves as a notification that your package will soon be shipped.
Rest assured, once your package has been successfully delivered to your specified address, you will receive another email containing the official delivery confirmation. This email will serve as verification that your package has reached its destination.
My order says it’s here, but I cannot find it. What do I do?
While tracking updates on Shopify can occasionally be less accurate, we want to ensure you have the most up-to-date information regarding your shipment. To ensure accurate tracking details, we highly recommend using your tracking number on the website of the designated shipping company.
In addition to tracking your package, it's important to carefully review the information provided by the shipping carrier regarding the designated delivery location. This may include details about where the package was left, such as your mailbox, parcel locker, or front porch. Paying close attention to these instructions will help ensure a smooth and successful delivery process.
Is my personal information secure and protected?
Rest assured, the security and protection of your personal information is of paramount importance to us. We understand the significance of safeguarding your data, and we have implemented robust measures to ensure that your information remains secure throughout our checkout process.
Our secure checkout system employs industry-leading encryption technology and adheres to stringent security standards. By leveraging advanced security protocols, we mitigate the risk of any inappropriate access, disclosure, alteration, loss, misuse, or destruction of your valuable personal data.
We take our responsibility to protect your information seriously, and we continually update our security practices to align with industry best practices and regulatory requirements. Our dedicated team of security experts regularly monitors and assesses our systems to identify and address any potential vulnerabilities proactively.
What information is collected and how do you use it?
We value your privacy and want to provide you with transparency regarding the information we collect and how we use it. Here is an overview:
- Anonymous usage data: We utilize Google Analytics to gather anonymous data on website usage, which helps us improve our services.
- Personal information: When you fill out a form on our site, we collect your name and email to better assist you.
- Billing and shipping information: When you make a purchase, we collect necessary information such as your name, address, and email for processing and delivering your order.
- Automatic collection: While browsing our store, your computer's IP address is automatically logged to help us understand your browser and operating system.
The information we collect serves the following purposes:
- Personalized experience: Your information enables us to tailor our services to meet your specific needs.
- Website improvements: We continuously enhance our website based on the feedback and information we receive from you.
- Customer service: Your information enables us to effectively address your inquiries and provide support.
- Email marketing: With your consent, we may send you emails about our store, new products, and updates. You can unsubscribe at any time using the link provided at the bottom of each email.
We prioritize the security and confidentiality of your information and take appropriate measures to protect it. If you have any concerns or wish to unsubscribe from our emails, please use the provided unsubscribe link or contact our customer support.
Do you keep my credit card information?
We prioritize the protection of your personal information and employ various measures to ensure its security. Here's how we safeguard your data:
- Data Protection: We take reasonable precautions and adhere to industry best practices to prevent the loss, misuse, unauthorized access, disclosure, alteration, or destruction of your personal information.
- Secure Transactions: When you provide credit card information, it is encrypted using secure socket layer technology (SSL) and stored with AES-256 encryption, ensuring its confidentiality and integrity.
- Compliance and Standards: We comply with all Payment Card Industry Data Security Standards (PCI-DSS) requirements and implement additional widely accepted industry practices to further enhance data protection.
- Credit Card Information: We do not store credit card information in our system. Therefore, for each new purchase, you will need to provide your preferred payment method during checkout.
Please be aware that while we strive to maintain the highest level of security, no method of transmission over the Internet or electronic storage is entirely foolproof. However, we are committed to upholding the necessary safeguards to protect your information.
How do I withdraw my consent?
We understand that your preferences may change over time. If you wish to withdraw your consent for us to contact you or to discontinue the collection, use, or disclosure of your information, you have the freedom to do so. Simply reach out to us at email@example.com and let us know your decision.
Your privacy and satisfaction are important to us, and we respect your right to make choices regarding your personal information. We will promptly update our records and ensure that your preferences are respected moving forward.
What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.
Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route's Green Package Protection and looking to file a shipping issue online? File here
What is Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.
How does Green Package Protection/Carbon Neutral Shipping work?
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.
How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.
In both cases, the Route Premium cost will not be refunded.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.
When Should I File a Claim?
Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered.
- Please note, some order issues may require a police report to be filed.
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
What if My Order Never Arrives or is Stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout.
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here:https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
No, Route is a post purchase experience platform backed by a reputable insurance company, SEG Insurance Ltd.
Get in touch
Have questions about your order, or a general enquiry?