Frequently Asked Questions

General Questions

What products does Ultimate Spas carry?

We carry a full range of premium hot tubs, swim spas, saunas, and outdoor gazebos. Our product lines are designed for Canadian climates and built for year-round enjoyment.

Do you have a showroom?

Yes! We invite you to visit our showroom to see our products in person. Please contact us to confirm hours and availability before your visit.

Do you ship across Canada?

Yes, we deliver across Canada. Delivery timelines and rates vary by location and product. Contact us for a delivery quote specific to your area.

Purchasing & Pricing

Can I get a custom quote?

Absolutely. Reach out to our team and we'll put together a quote tailored to your space, budget, and lifestyle needs.

Do you offer financing?

Yes, financing options are available. Contact us for details on current programs and eligibility.

Are prices listed in Canadian dollars?

Yes, all prices on our website are in Canadian dollars (CAD), including applicable taxes where shown.

Delivery & Installation

How long does delivery take?

Delivery timelines vary by product and location. We'll provide an estimated delivery window when your order is confirmed. Lead times for custom or special-order units may be longer.

Do you handle installation?

We work with trusted local installers and can coordinate installation as part of your purchase. Requirements vary by product — our team will walk you through what's needed.

What site preparation is required?

Most hot tubs and swim spas require a level, reinforced concrete pad and access to electrical service. We recommend consulting with our team before delivery to ensure your site is ready.

Warranty & Service

What warranty do your products come with?

Warranty coverage varies by brand and product line. Details are available on individual product pages or by contacting our team. We stand behind the quality of every product we sell.

Do you offer after-sales service and maintenance?

Yes. We offer ongoing support and can connect you with certified service technicians in your area. Regular maintenance is key to getting the most out of your investment.

Spa & Hot Tub Care

How often should I change my spa water?

We recommend draining and refilling your spa every 3–4 months, depending on usage and water chemistry. Regular testing and balancing will extend the life of your water and equipment.

What chemicals do I need?

Basic spa care requires a sanitizer (chlorine or bromine), pH balancer, alkalinity increaser, and a shock treatment. Our team can recommend a maintenance kit suited to your spa.

Can I use my hot tub year-round in Canada?

Yes! Our spas are engineered for cold-climate performance. With proper insulation and a quality cover, your hot tub can be enjoyed comfortably even in winter.

Troubleshooting Your Hot Tub!!!

My hot tub is not heating — what should I do?

If your hot tub isn't heating, work through these common causes in order:

Mode setting — Confirm the spa is set to the correct heating mode (not Economy or Sleep mode)
Closed jets — Ensure jets are open so water can circulate properly through the heater
Dirty filter — A clogged filter restricts flow and can prevent heating; clean or replace if needed
Low water level — Low water can cause the pump to cavitate (pull air); top up to the recommended level
Pump #1 not circulating — Check that the circulation pump is running; no flow means no heat
Bad heater — If all else checks out, the heating element may have failed and need replacement
Bad or burnt circuit board — A faulty control board can prevent the heater from activating; this requires a technician

If you've worked through this list and the issue persists, contact our service team for further support.

My hot tub is not heating to the desired temperature and the heat light is on — what should I do?

If the heat light is on but the water isn't reaching your set temperature, this typically points to a component issue:

Possible bad board or heater element — The control board or heating element may be failing and not delivering full heat output
Test with a multimeter — Use a multimeter to verify the heater element is receiving and drawing proper voltage; this will confirm whether the element or board needs replacement

We recommend having a certified technician perform these tests. Contact our service team if you need assistance.

Why would my breaker be tripping constantly?

A constantly tripping breaker is a serious electrical issue that should be addressed promptly. Work through these steps carefully:

Test the heater element — Disconnect the heater element and use a multimeter to confirm it is drawing proper voltage; a shorted element is a common cause of breaker trips
Check the breaker itself — An old or worn breaker can become weak and trip under normal load; the breaker may need to be replaced even if the spa components are fine
Process of elimination — Unplug one component at a time to identify the culprit; always turn the breaker off between each test before disconnecting or reconnecting anything

Important: Always exercise caution when working with electrical components. If you are unsure, contact a licensed electrician or our service team for assistance.

I am having an issue with my LEDs — they are not all functioning?

If your LEDs are out of sync or some are not working, this is typically a lighting system hardware issue:

Bad LED module — Older hot tubs commonly develop a faulty LED module over time; the module may need to be replaced
Install a new harness — If the module is not the issue, the LED wiring harness may be damaged or degraded and require replacement

Contact our service team to help identify the right parts for your specific model.

What is a Low Flow Code (FLO Code)?

A FLO code indicates that your spa is detecting insufficient water flow through the system. This triggers a safety shutdown to protect the heater. Work through these common causes:

Water level — Ensure the water level is at the proper fill line; low water is the most common cause
Jets on Pump #1 — Confirm all jets associated with Pump #1 are fully open to allow proper flow
Dirty filter — A clogged filter severely restricts flow; clean or replace your filter
Diverter valve — Check that the diverter valve is not turned to a closed or restricted position
Pump #1 not activating — Verify that Pump #1 is coming on at its scheduled circulation time
Pump #1 hums but doesn't run — A humming pump that won't spin may have a seized motor or capacitor issue
Closed knife valves — Check that any knife valves around Pump #1 are fully open
Bad pressure switch — If all else checks out, the pressure switch may be faulty; jump the switch temporarily to see if the FLO alarm clears (a technician should confirm and replace if needed)

If the FLO code persists after checking all of the above, contact our service team for further diagnosis.

What is an OHH Code?

An OHH code means your spa has detected an overheat condition and has shut down to protect you and the equipment. This is a safety alert that should be taken seriously. Work through these common causes:

Water level — Ensure the water is filled to the proper level; low water reduces heat dissipation
Jets on Pump #1 — Confirm all jets on Pump #1 are open to allow proper water circulation
Dirty filter — A restricted filter reduces flow and can cause heat to build up; clean or replace it
Diverter valve — Check that the diverter valve is not in a closed or restricted position
Low water level — Reconfirm water is at the correct fill line as this is a leading cause of overheating
Pump #1 not activating — Verify Pump #1 is running on schedule; no circulation means heat builds up in the heater tube
Pump #1 hums but doesn't run — A seized or failing pump motor can cause localized overheating
Closed knife valves — Ensure all knife valves around Pump #1 are fully open
Faulty Sensor A or B — A bad temperature sensor can trigger a false OHH reading; sensors may need testing or replacement
Burnt board or stuck relay — A damaged control board or a relay stuck in the ON position can cause the heater to run continuously, triggering an overheat; this requires a technician

Important: Do not use the spa until the OHH code is resolved. Contact our service team if you need assistance diagnosing the issue.

My chlorine is low and I run a salt system — what should I do?

If your salt system isn't generating enough chlorine, work through these steps:

Confirm power to the controller — Ensure the salt system controller is receiving power and is turned on
Press the Boost button — Press the boost button and look for a solid or blinking blue LED; this confirms the salt level in the water is adequate
Adjust salt level if needed — If the blue LED does not appear, your salt concentration may be off; test and adjust accordingly
Inspect the salt cell — If no lights appear at all, visually inspect the salt cell for white scale buildup on the plates
Clean the salt cell — Soak the cell in white vinegar to dissolve scale; repeat as needed until the plates are completely free of white deposits
Check the sensors — Inspect the two sensors at the bottom of the cell; if any are missing or damaged, the cell will need to be replaced
Increase power level and filtration time — Once the cell is confirmed clean and functional, increase the power output level and extend the hot tub's filtration time
Minimum filtration time — Filtration should run no less than 8 hours per day; increase this if chlorine levels remain low
Adjust power level via topside — Press both the up and down arrows simultaneously until you see a solid white LED, then adjust the power level up or down as needed to reach your target chlorine output

If chlorine levels remain low after completing these steps, contact our service team for further support.

It looks like I have a leak — what should I do?

Before assuming there is a leak, it's important to confirm one is actually present. Follow these steps:

Mark the water level — Use a piece of tape or a marker to clearly mark the current water level on the inside of the spa; check again after 24–48 hours. If the level hasn't dropped, there is no leak — water loss is likely due to splash-out or evaporation
Confirm the level is dropping — If the water level is genuinely falling below your mark, a leak is likely present and further inspection is needed
Inspect pump unions — Check the unions connecting the pumps to the plumbing; these are a common leak point. Worn or cracked gaskets inside the unions may need to be replaced

If you've confirmed a leak and cannot locate the source, contact our service team to arrange an inspection.

My hot tub is very warm and keeps shutting down — is it overheating?

Overheating is more common during hot summer months and is usually manageable with a few adjustments. Work through these steps:

Summer heat buildup — High ambient temperatures can cause the spa to overheat; open the air valves to introduce cooler air into the water and reduce your filtration run times to limit heat generated by the pump
Leave the cover open — Open the cover to allow heat to escape and let the water cool down to a safe temperature before restarting
Check for a stuck pump relay — A relay stuck in the ON position can keep a pump running continuously, generating excess heat even when the spa is not in use
Pump running without topside indication — If a pump is running but the topside control panel shows no indication that it was activated, this is a strong sign of a stuck relay; the control board will need to be inspected and the relay replaced

Important: Do not use the spa while it is overheating. Allow it to cool fully before restarting. If the issue persists, contact our service team for further diagnosis.

I am having issues with my audio system — what should I check?

If your hot tub's audio system is not working, run through these common causes:

Blown fuse on the deck — Check the fuse located on the deck or near the audio unit; a blown fuse will cut power to the entire audio system and is a quick fix
Check power to and from the power supply — Verify that the power supply is receiving 115V input and outputting 12V to the audio components; no output voltage indicates a failed power supply
Inspect speakers and subwoofer — Check each speaker and the subwoofer for damage, loose connections, or corrosion; replace any components that are not functioning

If the audio system still isn't working after these checks, contact our service team for further assistance.

Water Chemistry & Balancing

I am having an issue with my water balancing — where do I start?

Proper water chemistry is essential for safe, comfortable soaking and protecting your spa equipment. Here are the key parameters to test and maintain:

Chlorine levels (Free / Available / Total) — Free chlorine is the most important reading — it is the chlorine actively available to kill harmful microorganisms. Always prioritize free chlorine when testing. Total chlorine includes both free and combined chlorine (which has already been used up). Keep free chlorine in the recommended range for your sanitizer system.
Alkalinity — Alkalinity acts as a buffer that keeps your pH stable. The ideal range is 80–120 ppm. Low alkalinity causes pH to swing wildly; high alkalinity makes pH hard to adjust.
pH levels — pH measures how acidic or alkaline your water is. Below 7.0 is acidic; above 7.0 is alkaline. The ideal range for spa water is 7.2–7.6 ppm. Water outside this range can irritate skin and eyes, and damage equipment.
Phosphate levels — Phosphates in the water absorb your sanitizer, making it less effective at protecting you. If phosphate levels are elevated, use a phosphate remover before adjusting other chemicals.
CYA (Cyanuric Acid) — for pools and swim spas — CYA helps protect chlorine from being broken down by UV rays, keeping it active in the water longer. The ideal range is 25–75 ppm. This is most relevant for outdoor pools and swim spas exposed to direct sunlight.

Test your water at least once per week and after heavy use. If you need help interpreting your test results, contact our team — we're happy to walk you through it.

What issues develop from poor chemical balancing?

Improper water chemistry doesn't just affect water quality — it causes real, visible damage to your spa over time. Here are the most common signs of chemical misuse:

Cover blistering — The underside (water-facing side) of your cover develops blisters and becomes very brittle; this is caused by off-gassing from improperly balanced water, particularly high chlorine or low pH
Headrests and skimmer lids blistering or peeling — Plastic and vinyl components above the waterline begin to blister, bubble, or peel away from prolonged exposure to chemical vapours
Jets crumbling — Jet bodies become brittle and begin to fall out or crumble when handled dry; this is a direct result of chemical degradation of the plastic over time
Gaskets cracking or falling apart — The rubber gaskets around jets and LED fixtures show signs of cracking, shrinking, or disintegrating, leading to leaks and water ingress

Note: Damage caused by chemical misuse is typically not covered under warranty. Maintaining proper water balance protects your investment and extends the life of your spa. Contact our team if you need guidance on getting your water chemistry right.

Still Have Questions?

We're here to help. Contact our team and we'll get back to you as soon as possible.