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Frequently Asked Questions (FAQ)

Here are a few answers to commonly asked questions on our website.  If you do not find your answers here, and need assistance with a questions or concern, please complete our CUSTOMER SERVICE contact form and a customer service representative will respond within 24-28 hours.
 
You may also find answers to your questions in our PRODUCT MANUALS AND INSTRUCTIONS library online.  We have several hundred manual and instruction guides online that provide a vast amount of information regarding various products that are sold through Balboa Water Group. 



Frequently Asked Questions

When will my products ship?
Most products ship out of our Balboa warehouses within 1-3 business days from the time you place your order. However, if your product is a custom made circuit board or other electronic item that the site has indicated will need to be made by our production department, it could take anywhere from 10-15 business days on average to ship. If you have specific questions about an item in your order, contact our customer service department by clicking on the Contact Us page above.
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How will my products be shipped to me?
Your products will ship out via UPS. When you place your order at Balboa Direct, you will have an option of which UPS method you would like your products to ship through, depending on how fast you want your product delivered.
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Will I have to sign or be home for my shipment?
Balboa Direct ships using UPS with a signature required for delivery. This is in response to shipments being removed from customers premises while they are not home. This ensures your order arrives safely to your preferred shipping address.
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Where can I find your product manuals?
All our product information and marketing materials can be found by clicking on the PRODUCT MANUALS link on the left hand side of this page under More Information. If you cannot locate a product manual for the system that you have, then this manual is not currently available through Balboa Direct.
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Who do I call if my panel or system isn't working?
If your panel or system is not functioning properly, you will need to call the store or person where you bought the spa or panel. In the event that you cannot get in touch with this party, contact the spa or bath tub manufacturer. If both of those are unavailable, contact a local spa technician. Balboa does not provide technical support to the homeowner or consumer. If you are having trouble locating a bath or spa technician, we suggest going to the American Pool & Spa Professionals (APSP) website and searching their professional directory. You can find their website at: http://www.apsp.org.
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How can I find a bath or spa technician?
The best place to locate a professional technician to help you with troubleshooting your Balboa Water Group product is to go to the American Pool & Spa Professionals website located at http://www.apsp.org and search through their services directory. You should be able to find someone to help you there. Balboa Water Group and Balboa Direct does not specifically endorse any particular bath or spa technician and is not responsible for the services rendered by any professional that you hire from the APSP website.
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Can I buy replacement parts from you?
Yes, you can purchase parts directly through our website here at Balboa Direct. We recommend that you have these parts installed by a professional technician to prevent injury or death by improper installation.
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How do I become a Balboa Water Group dealer?
If you are a bath or spa technician or other industry professional, please complete our DEALER/TECH APPLICATION by clicking on the link to the left of this page and a customer support or sales representative will get back with you and discuss it further.
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Is my product under warranty?
If you purchased your product through the Balboa Direct website, you can review and use the warranty process here on the website. You can find that by clicking on the "WARRANTY INFORMATION" link on the left side of this page. If you purchased your product through a spa manufacturer or through a spa technician, please contact them directly for information regarding your warranty.
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What happens if I need to return a product?
If you have a product that you need to return for warranty repair, please refer to our Warranty Policy. Balboa Direct only accept returns for damaged merchandise. If you have questions about this policy, please refer to our Return Policy by clicking on the "Product Returns" link on the left side of this page.
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Who can I talk to about product images and using your logo?
For information on reproducing our logo and any product images found on this website, please click on the CONTACT US page and ask the customer service representative about the requirements for using the Balboa logos and images. Balboa Water Group does not allow free usage of their images or logos without expressed written permission.
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