FAQ (Frequently Asked Questions)

Frequently Asked Questions (F.A.Q.)

Does Softub Direct have a physical Showroom or Warehouse?

Yes, we do. Our Showroom and warehouse is located at 6019 Olivas Park Dr. Suite A, Ventura, CA 93003. We open from 10:00 am to 5:00 pm, Tuesday – Saturday.

How long does it take to deliver my softub chemical order?

We try to ship your order the same day we receive it. Orders are processed up until 4:00 pm PST (Tuesday to Friday). They’re shipped via FedEx ground.

What if you can’t fill my order entirely?

Thanks to our many years of experience in the business, we carry the largest inventory of supplies and accessories of any Softub dealer on the market, so don’t worry. However, if for any reason we cannot fill your order in its entirety, we will ship your order the next day or as soon as it is complete. We will email or call you to let you know the date of shipment if your order isn’t shipped due to a backorder of soft parts.

Is your customer service able to answer my soft technical questions?

100%. Please feel free to call with technical questions when you need a quick answer: water treatment assistance, problem water, draining, cleaning, moving or refilling your spa, understanding the spa operation, error codes or parts replacement questions, including warranty or service.

Making a Call or sending an e-mail?

We are always happy to hear from you, please note that email is the most sure and expedient method of communication, that way your question and the date are both recorded.

What Kind of Softub filter should I get?

There’s 3 ways to know this:

1) Use The SKU or PN# of your filter. If the filter of your softub is already pulled out of the hot tub, remove the sock on the filter to find an ‘SKU’ or ‘PN#’ (Part Number); this could be (PN#2005400, 5015, 2003905 or 5020). You should order the same number of filter printed on the bottom.

2) Use the cap measure when there’s no filter. If there’s no filter on the spa, there should be one or more suction cover caps with hundreds of holes in it. Measure that cap and place your order. Order basing on that measure of diameter. If the cap is about 4’’ across order 5015 filter, If it is about 6″ then order a 5020 .

3) Broken off cap remains stuck inside your filter’s collar fitting. Try heating the water and placing the filter’s rubber collar in it to soften and easily remove the broken drain cap. If you can’t, then order our Softub Drain Cap / Suction Cover Retrofit Replacement Kit for 2009 and Older Softubs (W/O Filter)

My Softub filter doesn’t fit, Why?

When the filter doesn’t fit, it is commonly because it is not warmed up, which makes a tight fit that is difficult to attach to the filter cap. There is about ¼’’ or so cap/filter relationship to assist in retaining the filter over the cap in the spa water.

I’m draining the water today, so how can I clean my hot tub?

You may not have seen it, but there might be a buildup of biomass (skin flakes) in the spa plumbing. Even though this is a common issue, this could develop other problems if you don’t take care of it properly. To do that, we highly recommend two products that can remove this organic debris and keep your water clean and safe: Swirl Away Jet & Pipe Cleaner or Natural Chemistry Spa Purge Jet & Pipe Cleaner.