Shipping and Product Set Up
What delivery options do you offer?
Vital offer 3 options for delivery:. Additional charges apply for Delivery to Room and White Glove premium delivery services. Check the product page and checkout for specification, eligibility and pricing.
My Cedar Tub arrived damaged. What should I do?
If you notice damage at delivery:. Do not install or fill the tub. Take clear photos of:. The crate/pallet (before unwrapping, if possible). The pallet label. All visible external damage. The stainless-steel liner. The cedar exterior. Full tub interi
The crate looked damaged, but the tub seems okay. Should I be concerned?
If the outer crate was damaged:. Carefully inspect the entire cedar exterior. Check the stainless-steel liner for dents. Check the drain valve area. Ensure the tub sits level without rocking. If everything appears structurally sound, you can proceed.
The stainless-steel liner is dented or scratched. Is that normal?
Small surface marks can sometimes occur during freight handling. However:. Deep dents. Creases. Structural deformation. Weld separation. Sharp edges. are not normal and should be reported immediately. Do not fill the tub if you suspect structural dam
The cedar wood has cracks. Is this a defect?
Cedar is a natural material and will expand and contract depending on moisture and climate. Small surface cracks or hairline splits can be normal, especially in dry environments. However, please contact us if you notice:. Large structural cracks. Gap
What do I need to know before delivery?
Please confirm your order number, whether you purchased tub-only or a tub + chiller bundle, your full delivery address, and the best contact for scheduling. Check that the delivery path (curb → placement) is clear, any access restrictions are noted,
Will the tub arrive in one piece?
Yes — the tub ships in a heavy crate/pallet. Bundled chillers may be packed inside the crate OR as a separate unit for certain SKUs. Some orders are shipped as multiple parcels (split shipments) — the crate may arrive separately from small accessorie
My delivery path has narrow doors/stairs — what should I do?
Measure the narrowest doorway/corridor width and ceiling clearance. If narrower than the crate, or if only stair access is available, choose white-glove assembly or schedule a site survey/video walk so Ops can plan a safe delivery method. Provide pho
Can the tub be installed on an upper floor?
Yes, but confirm elevator dimensions and weight rating or provide stair plans. If no elevator or elevator rating is too low, our operations team will need to plan a staircase removal method or suggest on-site alternatives. Upper floor installations m
What are the water & drainage requirements?
You need a potable water source for filling and an appropriate drain for discharge. Preferably a floor drain or gravity sewer connection close to the tub. If no nearby drain exists, a pumped/temporary drain can be used (may require
What plumbing connections are needed?
The chiller connects to the tub with inlet/outlet hoses and typically requires a clean filter/strainer. Installations must avoid high lifts or long runs that reduce flow. Follow the chiller manual for hose routing and secure fittings per instructions
Who unpacks and installs the tub & chiller?
If you purchased assembly/white-glove, installers will unpack, position and, if selected, connect plumbing/electrical. If not, the carrier will leave the crate curbside and you or your contractor must unpack and install. If chiller is packed inside t
Can I install the tub outdoors?
Yes, but ensure the chiller and plumbing are protected from the weather and freezing conditions. Freeze damage is excluded from warranty — if you plan outdoor installation in cold climates, follow winterisation instructions in the manual.
What if I’m missing parts or the chiller wasn’t included but I ordered a bundle?
We sometimes ship in multiple parcels. Check all tracking numbers. If an item is missing or a bundle component didn’t arrive, provide your order number and we’ll track each parcel and escalate to our customer service team if necessary.