Purpose of this Page
During this time of high demand for our products and continued challenges with the supply chain, Master Spas wants to keep our valued customers as informed as possible. We'll provide periodic updates and useful information to make your wait a bit easier.
Frequently Asked Questions
What has Master Spas done to meet the increased demand for hot tubs and swim spas?
Fortunately, Master Spas had been expanding our production capabilities even prior to Covid-19. In fact, we had recently completed a state-of-the-art swim spa factory that allowed us to increase our production by more than 200%. At the same time, we expanded production lines in our acrylic hot tub factory that would allow us to build 50% more. Since resuming production in May 2020, we have added a 34,000-square-foot building to our Distribution Center. We also focused on providing a safe environment for each member of our team, which is now more than 1,100 strong and growing. The addition of team members allowed us to start second shifts in each of our facilities so we could build more quality product, faster.
Why are lead times so long and orders taking so long to complete?
Master Spas has responded to the continued, huge global demand for hot tubs and swim spas by expanding our operations. However, the supply chain of all the parts and pieces that go into our products has struggled to keep up. Factory shutdowns, intense global demand for key components, and even catastrophic events like a deep freeze in Texas have put raw materials into a tailspin, which has drastically slowed down our production capabilities.
Can I get a specific date of when my order will be done?
Pre-Covid, the retailer you purchased from would be able to provide this information. However, because of daily part shortages or parts not arriving as anticipated, we cannot provide a specific date but just a general guideline. We understand this might be frustrating for you. We are frustrated, too, and want to get you enjoying your new Master Spas hot tub or swim spa as quickly as possible. Please see the Production and Order Status Update below for the latest.
I tried calling my local retailer for an update but haven't heard back. What do I do?
Your local retailer is working hard at answering each phone call they get with the information they have. Please allow up to a couple days for a return phone call during this time.
I ordered my spa months ago, and it still is not ready. But I have seen others who ordered after I did and have accepted delivery. Why wasn't my spa built and shipped first?
We are doing our best to build spas as quickly as possible and in the order that they were received. However, the time it takes to complete your spa can vary based on the availability of parts, custom options, dealer location, and shipping. Your local retailer might have had stock on hand, whether it was a floor model or an order had been canceled. You can contact your local retailer to see whether they have anything in stock or a spa that will be available sooner.
Do you have other questions that haven't been answered here? If so, click here and ask. We'll respond as soon as possible.
Production and order status update for January 17, 2022
As we enter a brand new year, we're excited to share that we continue to see an overall improvement in the supply chain as production levels continue to grow. That being said, there are a few things that we would like to share:
Covid Update: The Omicron variant has been rapidly spreading across the country. Just as it has so many businesses, this variant has affected production at our factory. The health and safety of our team is a priority, and they are doing an amazing job to stay healthy. However, we have seen an increase in absenteeism, and it has negatively impacted our production the past few weeks.
Michael Phelps Legend Series Hot Tubs: We've continued to be impacted by a lack of unique components for this product line. Our supplier has committed to focusing on our orders over the next few months so we expect to see an increase in output of these models starting in early February.
Michael Phelps Signature Swim Spas: We are expecting the components from our supplier in early February and will start production on these models accordingly.
Previous Updates
We're excited to share that in spite of continued, daily shortages on numerous parts, production continues to grow to record paces. We are still past original due dates on a few hundred acrylic hot tub and swim spa orders. However, the majority of those past due orders are related to two product lines and specific part shortages related to them.
Here is an update on current shortages as well as news on other parts:
Midnight DuraMaster cabinets (hot tubs): After several months of being out, we have started to receive shipments from our supplier of this color cabinet. While hot tub orders with this cabinet may be the oldest past due, the number of these orders is dwindling fast and we do not see any need to change to a different color cabinet at this time.
Espresso DuraMaster cabinets (swim spas): We are now receiving regular shipments of these parts and fulfilling orders with them. We see no need to change to a different color cabinet at this time.
Bio-Magnetic Therapy: After months of delays, we have received the necessary parts and are back in production with them.
Michael Phelps Signature Swim Spas: A major component for the Wave Propulsion System is out of stock. As a result, we have paused production of this product line until early 2022. At that time, we expect to receive more parts from our supplier and will be able to restart production. If you have a past due order, you may consider contacting your dealer and review the potential for changing your order to one of the H2X Challenger models. For past due Michael Phelps Swim Spa orders being change to H2X Challenger models, we will prioritize to complete them as fast as possible.
Michael Phelps Legend Series: The supplier of the top controls and also the formed bottom material are struggling to keep up with demand, which is causing further delays on these products. Currently, this product line makes up half of our past due acrylic hot tub orders.
While we continue to have various, miscellaneous shortages and delays on key components, our team has been able to manage them extremely well. As a result, we are building more product, faster than we ever have. We do expect continued supply chain issues through 2022, including some new challenges. We do expect, though, to be able to continue to see major growth in our production capacity. This will lead to lead times dropping by months over the next several weeks. If you held off on ordering a hot tub or swim spa previously, don't delay. Get your orders in for next spring and summer deliveries.
Productivity continues to increase, and we reached record levels in each of our three factories in September: acrylic hot tubs, swim spas, and Getaway Spas. However, we still face component shortages and delays on a daily basis. These components are needed to complete orders and, along with the daily management of the shortages, cause further delays for most orders. Thankfully, we are not experiencing any major component shortages at this time that would impact production as we saw in the first several months of 2021.
Here is an update on some of the parts we've experienced issues with recently:
Midnight DuraMaster cabinets (hot tubs): We expect to receive a shipment of these cabinets by the end of October. Once we receive the parts in hand, we will start scheduling past due orders. At this time, we expect to have enough parts to work our way through all the past due orders with this cabinet choice.
Espresso DuraMaster cabinets (swim spas): We continue to be short of these cabinets although periodically receive a small batch every few weeks. As we receive the cabinet in hand, we schedule the oldest past due orders. Our supplier cannot provide reliable ETAs on when we will receive more of this option. We still suggest a change to Graphite DuraMaster if you are waiting on a past due order with an Espresso swim spa cabinet.
Bio-Magnetic Therapy: We continue to be out of the magnets used in this system but have been notified of a November delivery date. While we hope this to be true, with the current transportation delays at California ports, we cannot guarantee that timeframe. In the meantime, we are building all orders without magnets.
Looking forward, everything is indicating a long term, global supply chain shortage. Master Spas will continue to do everything in its power to manage these issues while continuing to increase production levels. We are now expecting all past due orders to be started by the end of November. Thanks for your patience and thank you for choosing a Master Spas!
The past month has seen improvements with many of our suppliers, when compared to the previous several months. As a result, we've been able to see good increases in productivity within our factories.
Here are some of the major shortages and delays on parts we currently have:
Midnight DuraMaster cabinets (hot tubs): We do not expect to receive any until mid-fall, and we currently do not have reliable details on the quantity we might get. At this time, we suggest orders be changed to Graphite DuraMaster.
Espresso DuraMaster cabinets (swim spas): We recently received a small batch of these panels that were quickly used. We do not have reliable details on when we may receive more. We suggest orders be changed to Graphite DuraMaster.
Deluxe Fusion Sound Audio System: We continue to experience shortages and delays on these parts. While we are currently able to fulfill inhouse orders, please expect delays of up to several weeks.
Bio-Magnetic Therapy: We continue to be out of the magnets used in this system and have no reliable ETA on when we will receive them.
QuietFlo and Mast3rPur Option: For several months, we have struggled with adequate supply for a major component used in this option. This has reached a critical situation, and we do not have adequate supply of this part. As a result, we are immediately ceasing production on hot tub orders in North America with these options for the remainder of 2021. If you have an order due prior to the end of the year, you will be contacted by your local retailer. (Swim spas are not affected by this shortage.)
Master Spas continues to add trained team members to our production facilities ensuring we are doing everything in our ability to build orders as quickly as possible.
While we are all ready to be in a post-COVID world, we are closely watching the global impact of the latest variants. These variants are causing new global supply and shipping challenges. With what we currently know, we expect acrylic hot tub and swim spa orders due by the end of September to be 8-10 weeks behind schedule. Orders due in October/November will be approximately 4-6 weeks past due. By December, we expect to be meeting all order due dates and then be slightly ahead of schedule.
We're still dealing with daily shortages and/or delays in parts arriving, to meet our everyday production needs.
Items currently causing delays:
- Certain cabinets
- Topside control panels
- Air controls
- Diverter valves
- Stereos
- Magnets
- Swim spa steps
- Hot tub steps
While we're doing our best to adjust each day to these things and maximize production, orders currently expected in June through September will be running behind schedule by approximately eight to 10 weeks.
Master Spas and our global network of specialty retailers are committed to getting your order fulfilled as soon as possible and we'll continue to provide updates as things progress.
Thank you for choosing a Master Spas and thank you for your patience.
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