Customer Service - Q&A

Question	Answer
What is the usual turn-around time to produce our tubs? And how about the parts?	The production time for our tubs depends on availability. If the tub is in stock, we're working on determining an accurate shipping date and will follow up with you. For tubs not available and on back order, we will obtain an accurate ETA from our production team and keep you informed. Please provide your order number for specific details.
The customer already has installed the tub and it is leaking. Can the customer still return the tub?	Unfortunately, we cannot accept returns for installed tubs as per our warranty terms, which exclude issues that could have been identified and addressed prior to installation. However, we are committed to assisting with replacement parts under the one-year parts warranty to resolve the leaking issue.
Why does the website indicate items are in stock, yet shipping takes 4-6 weeks?	The discrepancy between stock indication and shipping duration is due to our meticulous production process, which currently spans 2-3 weeks. This ensures each tub meets our high-quality standards before it is dispatched. We appreciate your patience as we work to deliver your product with the quality and care you expect.
Do I have to pay a restocking fee when I return the item?	Restocking fees are determined by the return reason and the purchase platform. For change-of-mind returns or refused deliveries, restocking fees may apply depending on the marketplace. For items returned due to damage or issues, no restocking fee will be charged. We'll need your order number to provide specific details.
When an RMA is created, how many days will it take for the damaged item to be picked up?	Following the creation of a return request, we'll send shipping instructions. For larger items requiring LTL shipment, we will arrange for the carrier to schedule pickup, who will then confirm the pickup time and date directly with you.
I am calling regarding the status of my replacement order.	To assist you efficiently, please provide your order number. If your replacement order is pending due to item availability, we'll expedite fulfillment for in-stock items or update you on restock dates for out-of-stock items. For shipped orders, we will provide the shipping details, including the tracking number and expected delivery date.
Can the shipping address be changed to the customer's instead of Lowe's store address?	Yes, shipping address modifications are possible; however, such requests need to be initiated through Lowe's directly. We advise contacting Lowe's customer service at your earliest convenience to update the shipping address. This ensures your order is routed accurately without delay.
I've encountered issues with my purchased tub (leaking, broken part, pump not working). What steps should I take to address this?	We regret to hear about the issues you're facing with your tub. For immediate assistance, please contact our dedicated customer support team at [phone]. Our experts are ready to help resolve any problems, guide you through troubleshooting, or facilitate warranty claims to ensure your satisfaction.