1-866-404-8827 info@aquassure.com
1048 Richter St., Kelowna, BC, V1Y 2K5

General FAQs

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All Products

What if I have a problem with my tub or shower?

If your new tub or shower is not working properly, or causes concern in any way, please contact us immediately. We will work to remedy your problem to the best of our ability.

What is the return policy?

Defective or broken parts will be replaced at no charge while under the manufacturer’s warranty and by the warranty’s terms. Orders that are canceled after ordering are subject to a 25% restocking fee. Large orders like tubs and showers may not be able to be canceled depending on where we are in the process, as they are often made to order by the manufacturer.

How long can I expect to wait for my new tub or shower?

Turn around for most tubs and showers is 2-3 weeks assembly plus shipping time. The ADL Spa is an estimated 4 weeks lead time. Accessories such as grab bars usually have a 1-2 week order to arrival lead time, unless otherwise stated after ordering.

How do I find out what tub or shower is right for me?

If you’re interested in a tub or shower but aren’t sure what product would fit your needs and home, we can help answer those questions for you! Simply call or e-mail and a customer representative will help assess your unique situation and provide advice on what product will benefit you the most.

Are there any grants available to help offset the cost?

Yes! Depending on your province or state there is financial aid available to help offset the cost of your new bath or shower. Financial aid is dependent on eligibility. If you’re a Canadian customer, please see the Canadian Financial Aid Programs page to locate the correct program. If you’re a United States citizen, please see the United States Financial Aid Programs page to locate the correct program. As programs are always changing, we cannot guarantee accuracy at all times. Please check with the organization running the program for current updated facts and information.

Where are the products made?

The Aquassure ADL Spa bathtub is Canadian designed with Aquassure’s head office in Kelowna, British Columbia. The tubs are manufactured in Malakwa, British Columbia.

Many of the parts on the products, including the fixtures and the air jet hydrotherapy systems, are manufactured in Canada.

Plumbing fixtures and other parts for the bathtubs are purchased from US and Canada.

How can I stop my seat and/or safety bar from being slippery?

We carry a roll on clear coat product called Step Cote that can be used on seats, safety bars, shower floors, and walk-in tub floors (not recommended for the slide-in ADL Spa) that creates a non-slip surface without damaging the integrity of the product.

What are your recommendations for cleaning?

Cleaning should be done with your preferred non-abrasive bathroom cleaner. Jetted systems should be cleaned monthly with a spa cleaner or by running jets with a tub of hot water and 2 tbsp of liquid dishwasher detergent.

What about my strata and insurance if I install a walk-in or slide-in bathtub?

No-one’s insurance goes up if you install an accessible bathtub or shower. Your strata’s insurance is not affected by changes within your suite. You should use an insured installer, but other than that, your existing homeowners policy should not be affected. For more information, call your insurance broker and download this document: Insurance and your Strata

March 20th: The Aquassure showroom has closed due to COVID-19. At this time we are still able to ship orders and our shipping/receiving staff are doing their best during limited hours to make sure your orders arrive as fast as possible. If you are local to us and looking to pick up your order, we are doing curbside pickup only at this time by appointment. Please call 250-868-1220 to schedule that. Our phone lines are answered by our answering service who e-mail and text our cell phones with your messages. We will get back to you as soon as possible. Thank you for your patience!