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. Orders that are canceled after ordering are subject to a 25% restocking fee.

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

Turn around for most products is 2-3 weeks assembly plus shipping time. The ADL Spa is an estimated 4 weeks lead time. Some showers are offered as Need It Now packages, and can be delivered as early as 1.5 weeks.

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.

I’m ready to purchase. What’s next?

If you’ve chosen a new tub or shower and are ready to make a purchase, simply call or e-mail and a customer service representative can help you with the steps to do so. If you’d like, you can visit the Purchasing Steps page here to go through the necessary steps to buy.

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.

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 being manufactured, under license, by Best Bath Systems in Boise, Idaho at their large manufacturing plant. Best Bath Systems also manufactures the Escape, Escape Plus, Liberty, Big E, and our showers.

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, Canadian and European (Germany & Italy) suppliers.

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

We have a roll on clear coat product 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

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