Welcome to your new hot tub

Introduction

Thank you for choosing BlueFish Hot Tubs. However you placed your order, our aim is to make your hot tub delivery and installation as effortless as possible.

This welcome pack walks you through what happens next: from order to delivery, how to prepare your site, how the balance is paid, and how to keep your new spa in great condition.

Your order and stock availability

As soon as your order is placed, we start arranging your delivery, and we’ll be in touch with a proposed delivery date. You don’t need to wait for your access video to be reviewed before we do that.

We aim to get your spa to you as promptly as we can. The exact timing depends on stock, your location, routing, and engineer availability, so your confirmed date may move a little either way.

There’s no need to chase us — we’ll message you with your proposed delivery date and keep you posted every step of the way.

Any dates we mention early on are a guide only, and may change if manufacturing or shipping is delayed beyond our control.

Getting ready for delivery

For a safe delivery with no hold-ups, a walk-through access video is a required step for every hot tub delivery.

It lets our team:

• Confirm we can deliver your spa safely using standard equipment.
• Spot any access risks well ahead of time.
• Avoid failed deliveries, re-delivery charges, and last-minute cancellations.

What your access video needs to show

Please film one continuous walk-through, starting where our delivery van will park and following the whole route to where the spa will finally sit. As you walk it, clearly show and talk through:

• Gate widths (measure them if you can).
• Any gates, doorways, or narrow pinch points.
• Obstructions such as outside taps, soil pipes or vents, air bricks, downpipes, and low guttering or roof eaves.
• Walls, steps, slopes, gravel, or uneven ground.
• Any tight turns or corners.

Finish at the base itself, showing it’s flat, level, and ready for your hot tub. Move slowly and keep everything clear and well lit so measurements and restrictions can be properly assessed.

How to send your video

As soon as your order is placed, we’ll email you a link to upload your access video. You can also upload it any time from the My Account area on our website.

Minimum access guidelines (subject to video approval)

• Minimum clear access width: hot tub depth + 5 cm. For example, an 80 cm deep spa needs at least 85 cm of clear access.
• The spa is delivered on its side and will be roughly 50 mm taller than its normal height while it’s moved.
• There must be enough room to turn the spa safely at any corners.
• Take down gates or fence panels if they would restrict access.
• Your chosen base must be flat, level, and solid — a reinforced concrete pad or slabs, for example.
• Decking must support the full weight of a filled spa plus the people in it.
• If you’re decking around the spa, please leave removable access on all 4 sides for servicing and maintenance.

Crane or Hiab access (if needed)

If your spa can’t be delivered safely by standard means — for example over fences, walls, buildings, or through tight turns — a crane or Hiab may be required.

Arranging and covering the cost of any crane or Hiab is the customer’s responsibility. We don’t book cranes directly, but we’re happy to coordinate timings with you once your delivery date is confirmed.

Please make sure your crane company is fully insured and familiar with spa lifts. Sending us photos or a short video of your access route in advance lets our team advise whether a crane is likely to be needed.

Only book the crane or Hiab once we’ve confirmed your delivery date by text message.

Electrical requirements

All electrical work must be carried out by a qualified electrician and comply with BS 7671 (18th Edition, including amendments) and Part P of the Building Regulations where applicable.

13 amp plug-and-play spas

• A weatherproof outdoor socket with RCD protection (IP65).
• The socket should sit 2 to 7 metres from the spa. 7 metres is the maximum permitted distance, and extension leads must not be used.

32 amp hard-wired spas

• A dedicated RCD-protected circuit from your consumer unit.
• Steel-wire armoured (SWA) cable or suitable conduit.
• An outdoor rotary isolator switch at least 2 metres from the hot tub (typically 2 to 3 metres), positioned out of reach from inside the tub.
• The supply cable fully terminated into the isolator, with at least 7 metres of cable running on from the isolator left ready to connect at the spa end (7 m allows flexible positioning).

Paying the balance

What’s left to pay depends on how you ordered. If you paid a £49 deposit to reserve your place in the build queue, the balance is due 24 hours before delivery — we’ll send our bank details so you can pay the balance by bank transfer. If you paid in full at checkout, there’s nothing more to pay, and we’ll be in touch to confirm your delivery date. Either way, there’s no interest, no finance, and no credit check.

If you’re unsure about your balance or how you paid, please contact our office and we’ll be happy to help.

How delivery works

Once your spa is in stock and ready for dispatch, here’s how it runs:

1. You receive an automated text message with your proposed delivery date.
2. Reply YES to confirm your delivery date, or contact the office if you need to rearrange.
3. The date we offer depends on scheduling, access checks, and route planning — we’ll always give you as much notice as we can.
4. On the day of your delivery, your engineer sends you a 2-hour ETA window as soon as they can.
5. Make sure someone is home to receive and sign for the delivery.
6. Please check the spa before signing. If you spot any marks, damage, or anything missing, take photos and tell the delivery team immediately, then contact the office so we can put things right promptly.

If access or electrical preparation isn’t ready, or payment hasn’t cleared, delivery may need to be rescheduled. A re-delivery charge may apply where delivery can’t be completed because of access issues, unsafe site conditions, incomplete electrical setup, or non-payment.

One week before your confirmed delivery date

Please run through this quick checklist before our team arrives:

• Base is level and stable.
• Electrical supply is ready.
• Good access: at least hot tub depth + 5 cm wide, with no sharp turns or steps (unless we’ve already approved them by photo or video).
• Access route clear of obstructions and loose gravel or debris.
• Someone present to receive and sign for the delivery.
• If using a crane or Hiab, arrival time confirmed with both your crane company and our team.
• Enough space for engineers to manoeuvre the spa and reach all 4 sides.
• A water supply and hose ready to fill the hot tub or swim spa.
• Pets safely secured indoors during delivery.

Water care and maintenance

We include industry-recognised water care guidance to help keep your spa water clean, safe, and perfectly balanced. Correct water chemistry is also what keeps your warranty valid, so it’s worth building a simple routine from day one.

For first-fill and setup help, see our water care guide or just get in touch.

Aftercare and warranty

Once your hot tub has been delivered and installed, you’re all set. If you have any questions or want a hand with anything, our team is always happy to help — contact us any time and we’ll make sure you’re fully confident with your new spa.

• New hot tubs and swim spas include a 12-month parts and labour warranty as standard, with longer cover on the shell structure.
• Pre-loved hot tubs are supplied with a 90-day parts and labour warranty on the main components.
• Maintain correct water chemistry to keep your warranty valid.
• Contact us any time for servicing, spare parts, or help. Full terms are on our warranty page.