Shipping policy

Keystone Spa Covers Shipping Policy

Effective Date: June 30, 2026

This Shipping Policy applies to purchases made through Keystone Spa Covers, a brand owned and operated by Cover and Supply Co. LLC (“Keystone Spa Covers,” “we,” “us,” or “our”).

By placing an order with Keystone Spa Covers, you agree to the terms of this Shipping Policy.

Order Processing

After your order is placed, you will receive an order confirmation at the email address provided during checkout. This confirmation acknowledges that we received your order but does not mean that the order has entered production or shipped.

Orders may be reviewed for payment authorization, fraud prevention, shipping restrictions, product availability, and completeness of customer-supplied measurements or specifications.

If additional information is required, we may contact you by email or telephone. Failure to respond may delay production and shipment.

Custom Spa Cover Production Times

Most Keystone Spa Covers products are custom-made according to customer-selected dimensions, specifications, colors, materials, and options.

Production times displayed on our website or provided by our staff are estimates only. Production time begins after:

• Payment has been successfully processed;

• All required measurements and specifications have been submitted;

• Any measurement or order questions have been resolved; and

• The order has been approved for production.

Production times may vary based on order volume, product configuration, material availability, holidays, weather, equipment maintenance, labor availability, or other circumstances.

An estimated production or delivery date is not a guaranteed completion or delivery date.

Stock Products

Products that are in stock will generally be processed and shipped within the estimated timeframe shown on the product page or during checkout.

Orders containing both stock and custom-made products may ship together or in separate shipments. Shipping confirmation information may be provided separately for each shipment.

Shipping Locations

We currently ship to eligible addresses within the United States, subject to carrier availability and product restrictions.

Additional restrictions, fees, or delivery arrangements may apply to:

• Alaska;

• Hawaii;

• U.S. territories;

• Military addresses;

• Islands;

• Remote or rural areas;

• Limited-access locations; and

• Locations that cannot receive oversized packages.

Customers outside the contiguous United States should contact us before placing an order to confirm shipping availability and pricing.

We reserve the right to refuse or cancel an order if we cannot reasonably ship to the address provided.

Shipping Costs

Shipping costs, when applicable, are calculated or disclosed during checkout.

Certain products or destinations may require a custom shipping quote. Additional shipping charges may apply to oversized items, remote locations, freight deliveries, limited-access locations, address corrections, redelivery attempts, or special handling requests.

Any offer of free shipping applies only under the conditions stated in the applicable promotion. Free shipping may exclude certain products, destinations, expedited services, or special delivery requirements.

Shipping Carriers

We may ship orders through UPS, FedEx, the United States Postal Service, regional carriers, freight carriers, or another shipping provider selected by Keystone Spa Covers.

The carrier used for your order may depend on the product’s size, weight, destination, and available shipping services.

Customers generally may not select a specific carrier unless we agree to the request in writing before shipment.

Oversized and Freight Shipments

Spa covers and other oversized products may be shipped through a parcel carrier or freight carrier.

Freight deliveries may require:

• A scheduled delivery appointment;

• A valid telephone number;

• Someone to be present to accept delivery;

• Delivery to the curb or another carrier-accessible location; and

• Customer assistance with unloading or moving the product.

Unless expressly stated otherwise, standard freight delivery does not include inside delivery, installation, placement at the spa, unpacking, packaging removal, stair carries, or delivery to areas inaccessible to the carrier.

Additional carrier charges resulting from missed appointments, redelivery, storage, limited access, address changes, or special handling may be charged to the customer.

Delivery Estimates

Delivery estimates are provided for convenience only and are not guaranteed.

Once an order leaves our facility, delivery timing is controlled by the shipping carrier. Keystone Spa Covers is not responsible for delays caused by:

• Carrier disruptions;

• Severe weather;

• Natural disasters;

• Road closures;

• Labor disputes;

• High seasonal shipping volume;

• Incorrect or incomplete addresses;

• Government actions;

• Customs or inspection requirements;

• Acts of God; or

• Other circumstances beyond our reasonable control.

A carrier delay does not automatically entitle the customer to cancel a custom order or receive a refund.

Shipping Confirmation and Tracking

When tracking information is available, it will be sent to the email address provided at checkout.

Tracking information may take time to update after a label is created. The creation of a shipping label does not necessarily mean that the carrier has physically received the package.

For multi-package orders, you may receive more than one tracking number, and packages may arrive on different days.

Customer Address Responsibilities

You are responsible for providing a complete and accurate shipping address, email address, and telephone number.

Before submitting your order, carefully review:

• The recipient’s full name;

• Street address;

• Apartment, suite, unit, or building number;

• City, state, and ZIP code;

• Email address; and

• Telephone number.

Contact us immediately if you notice an address error. We cannot guarantee that an address can be changed after an order has entered production or shipment preparation.

You are responsible for charges resulting from an incorrect or incomplete address, including address-correction fees, rerouting fees, return shipping, storage, redelivery, and reshipment.

Address Changes

Shipping address changes must be approved by Keystone Spa Covers.

For security and fraud-prevention purposes, we may require verification before changing an address. We may be unable to change an address after an order ships.

Requests to ship to an address that differs from the billing address may be reviewed or declined.

Failed or Refused Delivery

Customers are responsible for monitoring tracking information and making reasonable arrangements to receive their orders.

If a shipment is refused, undeliverable, unclaimed, or returned because of an incorrect address, missed appointment, inaccessible delivery location, or customer failure to accept delivery, the customer may be responsible for:

• Original shipping charges;

• Return shipping charges;

• Carrier storage fees;

• Address-correction charges;

• Redelivery charges; and

• Reshipment costs.

Custom-made products returned due to failed or refused delivery are not automatically eligible for a refund.

Inspection Upon Delivery

You must inspect the shipment promptly upon delivery.

Before accepting an oversized or freight shipment, inspect the package for visible damage whenever reasonably possible. Look for signs such as:

• Torn or punctured packaging;

• Crushed corners;

• Broken pallets;

• Exposed product;

• Water damage;

• Missing packages; or

• Other visible damage.

If damage is visible, note the damage on the carrier’s delivery receipt before signing. Do not sign that the shipment was received in good condition if visible damage is present.

Take clear photographs of:

• The unopened package;

• All damaged areas of the packaging;

• The shipping label;

• The entire product;

• Any damaged areas of the product; and

• The delivery receipt, when applicable.

Keep the product and all original packaging until the claim has been resolved.

Reporting Shipping Damage

Shipping damage must be reported to Keystone Spa Covers within 24 hours of delivery.

To report damage, contact us at Harry@coverandsupplyco.com and provide:

• Your name;

• Your order number;

• A description of the damage;

• Photographs of the packaging and product;

• A copy or photograph of the delivery receipt, if applicable; and

• Any other information we reasonably request.

Failure to report shipping damage within the required period or failure to retain the packaging may prevent us from filing a successful carrier claim and may affect the remedies available to you.

Do not discard, alter, install, use, or attempt to repair a damaged product until we provide further instructions.

Concealed Damage

Damage that was not visible at delivery must be reported promptly after the package is opened and within the reporting period stated above.

Photographs of the original packaging and product are required for concealed-damage claims.

Lost Packages

If tracking shows no delivery and the package appears to be lost, contact us so that we can review the shipment and, where appropriate, open an investigation with the carrier.

Carrier investigations may require time to complete. A replacement or refund will not be issued until we have had a reasonable opportunity to investigate the shipment, except where otherwise required by law.

If tracking shows that a package was delivered, you should first:

• Check around the delivery location;

• Ask household members, employees, neighbors, or building staff;

• Review any available security-camera footage;

• Confirm that the shipping address was correct; and

• Contact the carrier.

We may require a signed statement, police report, carrier documentation, or other supporting information before approving a replacement or refund for a package marked as delivered.

Missing Items

If part of your order is missing, first review your shipping confirmation to determine whether the order was divided into multiple shipments.

Missing items must be reported to us within 24 hours of delivery. Include your order number, a description of what was received, and photographs of the packaging and contents.

Stolen Packages

Keystone Spa Covers is not responsible for packages stolen after confirmed delivery to the address supplied by the customer, except where required by law.

Customers are encouraged to ship orders to a secure location and monitor carrier tracking. Signature service may be available for certain orders upon request and may require an additional charge.

Delivery Delays and Custom Orders

Custom spa covers are manufactured specifically for the customer. A production or carrier delay does not cancel the order or convert the custom product into a returnable product.

Custom orders may not be canceled or refunded solely because production or delivery takes longer than originally estimated, except where required by law or expressly approved by Keystone Spa Covers.

Risk of Loss

Risk of loss and title to products pass in accordance with applicable law and the shipping terms communicated during checkout.

Nothing in this section limits any non-waivable rights available under applicable consumer-protection law.

International Shipments

If international shipping is offered, the customer is responsible for all customs duties, import taxes, brokerage fees, handling fees, inspection charges, and other costs imposed by the destination country or carrier unless expressly stated otherwise.

International delivery dates are estimates and may be affected by customs processing.

We are not responsible for delays, seizures, rejections, or additional costs resulting from customs requirements, import restrictions, or the customer’s failure to pay applicable duties and fees.

Order Holds

We may place an order on hold if:

• Measurements or specifications appear incomplete or inconsistent;

• Payment verification is required;

• The shipping address cannot be verified;

• Additional shipping charges apply;

• The product cannot be shipped through the selected method; or

• We need additional information from the customer.

Production and shipping estimates may be extended while an order is on hold.

Policy Changes

We may update this Shipping Policy at any time. Changes will be posted on this page with an updated effective date.

The Shipping Policy in effect when your order is placed will generally apply to that order, unless a change is required by law or agreed to by both parties.