Online Shopping FAQ's

When you place your order, you’ll see a pop up box on your screen acknowledging your order / confirming payment has been accepted. This means your order has been sent to our team for processing. You’ll then receive an order confirmation via email when your order is processed, usually within 1 working day but if you place your order on weekends or public holidays, the confirmation will be sent on the first working day following this.

We have a dedicated Online Shopping team at 4 Seasons’ Head Office in Nelson (Retail Links) to help you at every stage. Please refer to the FAQs section for specific support topics or Contact Us 9am-5pm, Monday to Friday via Chat or Email.

The following products are available online: Broil King BBQs and accessories, outdoor furniture, Jayline and Bosca fires, Galaxy Spas and Shadowspec umbrellas. 

If a product is showing as out of stock or is unable to be added to cart, you can send the Online Team a message via Chat or Email or contact your nearest store to check availability.  We may be able to fulfil your order from a store or there may be more stock arriving soon that we can pre-allocate to you.

Check out our Parts, Warranty & Technical Support FAQs section below for more information.

Please refer to the footer section on any page for support or Contact Us via Chat or Email.

Shipping of Online Orders FAQ's

No, we only ship within New Zealand. Please refer to our Shipping page for more information.

Cost of shipping varies according to the size of the product, how many products are being ordered and where it’s being shipped to. Standard shipping ranges from $5 (accessories) – $79 (oversized) per item. Standard shipping is by a freight carrier or courier to driveway or door only (not inside or onto position). Note additional charges may apply for remote deliveries or for difficult deliveries like spa pools and fireplaces that require manpower for safety reasons. Please refer to our Shipping page for more information or Contact Us.

Many of our products are heavy and/or bulky and require delivery via a freight carrier. A guideline is 5 – 7 working days from the date of dispatch to most metro areas and up to 15 working days for rural or non-standard deliveries. We are unable to provide overnight shipping or guarantee delivery times of freight carriers. Spas and fireplaces may be subject to longer wait times so please check with the online time before placing your order if this is important to you. Please refer to our Shipping page for more information.

You will receive an email when your order is dispatched. If available from the freight carrier, tracking information will also be sent to you so you can track your order online using these details. If you are unable to track your order and it has not arrived within the timeframes on our Shipping page, simply Contact Us and have your order number handy.

Lead times from when you place your order to when your spa will arrive varies depending on whether the model is in stock, on the water, or in production. Custom colours have additional lead times. Lead times can be impacted by factors beyond 4 Seasons / Galaxy Spas control including international shipping, external factors like COVID-19 and increases in demand. If a particular delivery timeframe is important to your purchase, we advise sending a message via our Chat or via the contact us form to enquire about lead times for specific models prior to placing an order. If not in stock, we will be able to give you a specific into-NZ arrival date once the spa has been shipped and then again once it arrives at our distribution centre. 

All online purchases of spas and swim spas include a charge for standard delivery applied at checkout. This provides for getting the spa into position on your pad. Non-standard delivery, such as different or rural access or HIAB will be charged as an additional cost and you will be advised of this when you place your order. 

We do have options for shipping to a freight depot near you (and you would arrange pick up) or for kerbside delivery. Kerbside means that the delivery driver will get the customer’s spa as close to the end position for the spa as the driver deems safe. The delivery team for curbside deliveries are not able to position the spas as a matter of health & safety.

IMPORTANT: when you receive your spa, please carefully examine it upon delivery to ensure there is no visible freight damage such as damaged packaging or damaged cabinetry. If you see any signs of damage, do not sign for it and immediately get in touch via Chat or support@galaxyspas.co.nz (note the support team is located at our head office).

Refund and Return Policy FAQ's

4 Seasons will fulfil its obligations under the Consumer Guarantees Act 1993 but does not allow change of mind refunds, exchanges or credit.

Please check your goods immediately upon getting them home or taking delivery (prior to the freight carrier or courier leaving). If you notice any missing items or any damage to the product(s), note the damage with the delivery person. Contact 4 Seasons within 24 hours.

Email all of the following details to the store where you bought the product or to the Online Shopping team: proof of purchase, photos of the issue, the model or serial number on the product (spas, BBQs, fireplaces all have these) and a description of the issue. 4 Seasons can process a warranty claim or advise you on the best way to resolve the issue (spare parts, care advice). If the Consumer Guarantees Act applies, 4 Seasons will determine whether to repair, replace or refund the product for you. Note that no claims or decisions can be made until 4 Seasons has the information stated above.

4 Seasons may agree to a change of mind return for exchange, credit or refund at their discretion. In this case, you will need to provide proof of purchase and return all products in unopened, original packaging. A restocking fee will apply to cover costs to 4 Seasons like return shipping and loss on resale of custom order products or damaged packaging.

No. If a return is agreed to for change of mind scenarios, the original shipping or delivery costs cannot be refunded as the costs have been incurred.

You have 14 calendar days to return the item from the date you received it.

Please refer to our Returns Policy or Contact Us page.

Parts, Warranty & Technical Support FAQs

You will need the following ready in order to submit the claim: 

1. Proof of purchase or the date of delivery (photo or PDF file) - the onus is on the purchaser to provide this 

2. The spa model name (e.g. Aquila) and serial number (located on the metal tag on the cabinetry)

3. Photos showing the nameplate, spa positioning and warranty issue 

4. Description of the issue

The Galaxy Spas support team is located at our head office in Nelson. For the fastest resolution, please submit your claim directly via this form. If you prefer, you can submit this information to your local store via email and they will then complete the form to submit the claim. They can only do this if all of the above information is provided to them.

You will need the following ready in order to submit the claim: 

1. Proof of purchase or the date of delivery (photo or PDF file) - the onus is on the purchaser to provide this 

2. For all products except furniture, the serial number (located on the back of the product, sometimes on a metal tag)

3. Photos showing the issue 

4. Description of the issue

The 4 Seasons support team is located at our head office in Nelson. For the fastest resolution, please submit your claim directly via this form and it will go straight to them. If you prefer, you can submit this information to your local store via email and they will then complete the form to submit the claim. They can only do this if all of the above information is provided to them.

Good news! You can buy parts for your Jayline or Fisher Fireplace on the dedicated parts store here.

Our 4 Seasons HQ (head office) support team can provide parts & technical support for the following brands which are owned by 4 Seasons: Broil King BBQs, Galaxy Spas, Spa Sensationz, Jayline, Fisher & Bosca Fires & 4 Seasons Outdoor Furniture. Just send us an enquiry via our General Enquiry form.

Enquiries about all other brands / products - please contact your store directly, our HQ team is unable to help with these.

Product Care & Maintenance FAQs

Care advice for our different types for outdoor furniture along with warranty conditions are provided in our care guide below:

Care Guide: 4 Seasons Outdoor Furniture 

Thanks to the team at Broil King, follow this handy best care guide: 

Care Guide: Broil King BBQs

Even products made from quality North American stainless steel, like Broil King BBQs, are prone to rust if not cared for properly. People often mistakenly believe stainless steel is immune to rusting. This is untrue; it is less prone to rust than other forms of steel but still requires a level of care to retain its ‘out of the box’ appearance. 

Here’s our 4 step process for keeping your products rust-free: 
1. Keep surfaces clean and dry at all times - if relevant, use a cover to aid this but avoid a non-breathable cover as this can lead to a build up of dampness, which contributes to rust.

2. Immediately clean off residue that can lead to rust, including: bird droppings, pollen, cooking fats/residue, salt water spray.

3. At the first sign of rust (e.g. ‘tea staining’ appearance) use a suitable rust removal product. We recommend Bar Keeper’s Friend.

4. If possible store product indoors when not in use for prolonged periods.

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