Covid-19 disruption.

The Covid -19 pandemic has caused major disruptions to our manufacturers and suppliers as well as our internal staff and logistics, such that our stock control and service capacity has been much reduced. Our manufacturing partners are spread across 3 continents and each face particular challenges with their local situations, seasonal demand, and a backlog of orders from their global markets.  The good news is that as of September the situation is much improved with more containers getting through.

Availability and Reserving your spa

We now have some stock on the ground and for In-Stock orders we aim to deliver within 15 working days from receiving your cleared payment. We have many pre-ordered containers “on the water” or awaiting build and due in at regular intervals for the rest of 2020. To speed up the wait for our customers we are accepting refundable deposits to reserve your spa. This secures your place in the queue and keeps the wait to a minimum – please call us and we can discuss the best option to secure your new spa.

Delivery and Logistics

We offer two delivery options

 A) Kerbside only

This is included in the price for every Urban Spa up to a maximum distance of 70miles outward journey with no overnight stops and excluding the London Congestion Zone and ferry crossings. For longer distances there will be an additional mileage charge of £2 per mile. We use our trusted logistics contractor to deliver with a tail lift lorry. They will unload the spa on its side strapped to a pallet and will usually move it a short distance onto your driveway or a flat level hard-standing, ready for you to move it to its final position and set-up. We will provide instructions and free phone support to assist you with the commissioning aspect.

B) Commissioning Service

Deliveries for this service are normally carried out by our own staff with a van and Trailer, though in some situations we may use contractors as in the Kerbside delivery and arrive at the address shortly afterwards – the same distance and exclusions as above apply. Our Commissioning service includes the following:

  • Manoeuvring the spa around the house via a suitable access route (it is your responsibility to ensure the route is sufficiently wide, level, and tall enough to wheel the spa along).
  • Placing the spa in its final position
  • Unwrapping and checking all.
  • Cleaning and sanitising surfaces.
  • Connecting to a suitable power point*
  • Fitting any accessories supplied by us, cover lifter, side table etc
  • Filling from your hose and bleeding system if required
  • Checking and tightening any unions and connections as required
  • Demonstrating how to dose with chemicals
  • Handover training in maintenance and safe use.
  • Clearing and removing all packaging.

Distances that involve overnight stops, off mainland, or involve Congestion/Low emission zones, off paved road driving or other issues such as access or parking restrictions are subject to our prior agreement and there may be an additional charge.

The commissioning charge may vary across models to reflect the differing time and materials costs.

Survey

 For local deliveries we will usually carry out a pre-delivery survey to confirm that there is suitable access widths, heights, corner manoeuvring space, and no obstructing obstacles. We can also advise of any pre-delivery access work needed, such as gates, drainpipes, etc that may need to be temporarily removed prior to our arrival. For longer distance deliveries we will request a walk through video and commentary pointing out any obstacles, so that we can discuss and resolve any issues prior to the day. During the survey particular attention is required to there being sufficient clear width right up to the full height of the spa on its side on the trolly (add 20cm for the trolly height), plus the amount of “swing” space required to get the spa around a tight corner. Protruding window cills, overflow pipes, gutters, steps, bushes, gates, boiler vents, trellis, fence posts, slopes, corners, carport roofs, all can turn what at first hand looked straightforward into anything but.

Crane lifts

If a crane lift is the only solution then this must be arranged between the customer and crane company. We can often suggest reliable local crane companies and will assist with logistical details but the lifting contract is always solely between the customer and the crane company.

Manoeuvring the spa

Our Commissioning service is  carried out by to two operatives working from one vehicle and manoeuvring the spa on a trolley. The spa is normally on its side. If in the opinion of the team leader the access is not suitable without undue risk of damage to the spa or operatives, the delivery will revert to kerbside only pending alternative arrangements being made. If suitable on-site storage is not available we can return the spa to our warehouse pending arrangements being made but any subsequent delivery will be chargeable.

Electrical power point

Plug’n’Play

Models with a single massage pump are factory configured to run from a standard domestic 13amp electrical socket. The spa will automatically prevent the Heater from running whenever the massage pump in use. There will still be some heating effect though from the pump motor. It is a very quick job to change settings so that the massage pump and heater can run together, though the spa will then need to be “hard-wired” (see below) as in that configuration it will need more power than the domestic 13a socket can provide.

 Hard wired 32amp socket

Any Spa with 2 or more massage pumps (or a single pump models if running the pump and heater concurrently) need to be wired directly back to your consumer unit (fuse box) using a suitable size of Armoured (SY) cable. This is a job for a qualified Electrician. The cable must run directly from the consumer unit to a water resistant isolator switch positioned close to but not within 2m of the Spa, and from there to an adjacent “32amp Blue Commando socket”. It should be protected by a “B type” 32amp or 25amp MCB trip

This work should be signed off to “Part P” certification and must be completed prior to any commissioning date. For local deliveries we can recommend electricians and we will be pleased to liaise with any contractors you engage in order to minimise any potential misunderstandings.

Filling the Spa

 We rely on there being a suitable hose with fittings on site that will comfortably reach from a suitable mains fed cold water tap to the spa when it is in its desired position. The water must be direct mains fed and not from a tank or via a water softener. Please contact us to discuss if this is not the case.