July 17th, 2020

Dear Hot Tub and Aquatic Fitness Enthusiast,

I am happy to report that Watkins Wellness is again open for business at all facilities and is executing at a high level.

The events of 2020 have been both unsettling and unpredictable for everyone, affecting virtually everything in our personal and professional lives. Indeed, Watkins Wellness has been profoundly impacted.

Watkins Wellness has been the leader in the spa and pool industry for more than 40 years. We are a high-volume manufacturer with 5 production facilities and 3 distribution facilities worldwide. Due to Executive Orders issued by state Governors, as well as the Health Emergency Decree issued by the President of Mexico, our factories in California, Pennsylvania and Mexico were each completely closed between five and seven weeks in late-March through mid-May. Our distribution operations in California, Belgium, and The United Kingdom were also disrupted by shut down orders.

At the same time, demand for hot tubs and swim-in-place vessels generally, and our brands specifically (Hot Spring® Spas, Caldera® Spas, Free Flow® Spas, Fantasy® Spas, and Endless Pools®) is at unprecedented levels.

The result of increased demand combined with lost production time, is extended lead times for product delivery to our vast network of Independent Dealers, which spans more than 70 countries. Lead times that traditionally range between two and four weeks, are now being calculated in months.

One necessary outcome of this pandemic has been the reconfiguration of our factory floors to accommodate social distancing and other safety requirements. Keeping our more than 2,400 employees safe while productive is our priority, and our approach has been and is, to go above and beyond all mandated safety protocols.

Our purpose at Watkins Wellness is to produce products that when regularly used, improve peoples' lives in meaningful ways. As our tag line declares, we want everyone to Feel Good. Live Well®.

If you are a current customer, thank you for trusting us with your business. If you are considering or awaiting delivery of one of our products, thank you for your patience and understanding as we work to catch-up during these challenging times.

Be well,
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Steven M. Hammock
President

Dear Hot Tub and Aquatic Fitness Enthusiast,

I am happy to report that Watkins Wellness is again open for business at all facilities and is executing at a high level.

The events of 2020 have been both unsettling and unpredictable for everyone, affecting virtually everything in our personal and professional lives. Indeed, Watkins Wellness has been profoundly impacted.

Watkins Wellness has been the leader in the spa and pool industry for more than 40 years. We are a high-volume manufacturer with 5 production facilities and 3 distribution facilities worldwide. Due to Executive Orders issued by state Governors, as well as the Health Emergency Decree issued by the President of Mexico, our factories in California, Pennsylvania and Mexico were each completely closed between five and seven weeks in late-March through mid-May. Our distribution operations in California, Belgium, and The United Kingdom were also disrupted by shut down orders.

At the same time, demand for hot tubs and swim-in-place vessels generally, and our brands specifically (Hot Spring® Spas, Caldera® Spas, Free Flow® Spas, Fantasy® Spas, and Endless Pools®) is at unprecedented levels.

The result of increased demand combined with lost production time, is extended lead times for product delivery to our vast network of Independent Dealers, which spans more than 70 countries. Lead times that traditionally range between two and four weeks, are now being calculated in months.

One necessary outcome of this pandemic has been the reconfiguration of our factory floors to accommodate social distancing and other safety requirements. Keeping our more than 2,400 employees safe while productive is our priority, and our approach has been and is, to go above and beyond all mandated safety protocols.

Our purpose at Watkins Wellness is to produce products that when regularly used, improve peoples' lives in meaningful ways. As our tag line declares, we want everyone to Feel Good. Live Well®.

If you are a current customer, thank you for trusting us with your business. If you are considering or awaiting delivery of one of our products, thank you for your patience and understanding as we work to catch-up during these challenging times.

Be well,
blank
Steven M. Hammock
President

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FREQUENTLY ASKED QUESTIONS

Q: How long will I need to wait for my spa?

A: Due to Executive Orders issued by state Governors, as well as the Health Emergency Decree issued by the President of Mexico, our Watkins Wellness® factories in California, Pennsylvania and Mexico were each completely closed between five and seven weeks in late-March through mid-May. Our distribution operations in California, Belgium, and The United Kingdom were also disrupted by shutdown orders.

At the same time, demand for hot tubs, and Caldera® spas specifically, is at unprecedented levels.

The result of increased demand combined with lost production time, is extended lead times for product delivery to our vast network of Independent Dealers, which spans more than 70 countries. Delivery dates that traditionally range between two and four weeks, are now being calculated in months. Please contact your local dealer for the most up-to-date information regarding the status of your order.

Q: What are you doing to keep your employees safe?

A: One necessary outcome of this pandemic has been the reconfiguration of our factory floors to accommodate social distancing and other safety requirements. Keeping our more than 2,400 employees safe while productive is our priority, and our approach has been and is, to go above and beyond all mandated safety protocols.

Q: Who do I contact if I have questions about my order?

A: Please contact your local dealer for the most up-to-date information regarding the status of your order.

Q: What if my dealer can’t tell me exactly when my spa will be delivered?

A: Due to COVID-19 mandates, our factories were closed for 5-7 weeks during a time when demand for spas was at its highest. We are now up and running and making great progress filling orders and shipping multiple orders each day. Your dealer is aware of the estimated lead times, and we will contact them as soon as possible to let them know when their spa order is ready to be shipped.

Q: If I want to order today, when will I get my spa?

A: We provide our network of Independent Dealers regular updates about projected delivery dates so they can keep buyers informed. However, each dealer manages their own inventory and keeps track of their pending orders. Therefore, your dealer can provide you with the most accurate information regarding the estimated lead time for a new spa since lead times vary by dealer.

Q: If I don’t order soon, will the wait be even longer?

A: Our factories are up and running, with adjustments made to meet social distancing requirements and protect the health and safety of our employees. We plan to continue production at the current levels. If you are ready to purchase a new spa it’s best to act now – the sooner you order, the sooner you can enjoy soaking in your new hot tub.

Q: Are some models shipping quicker than others?

A: Lead time for individual hot tub models depends on a variety of factors, including local dealer inventory levels, the impact COVID-19 is having on the factory where that model is made, availability of parts, colors and options, dealer location, and shipping logistics. Your local dealer is apprised of the latest product information and will take it into account when helping you choose your spa.

Q: My friend ordered a spa and got hers right away. My spa was ordered months ago, and I have still not received it. Shouldn’t my order have been completed and shipped first?

A: The spa that arrived immediately was most likely a model that the dealer had on hand. Some of our dealers may still have inventory available, so you may want to check with them to see what they have in stock. For all other spas, order date is just one factor in determining when a spa will be delivered. While we are doing our best to fulfill all orders as quickly as possible, actual wait time depends on a variety of factors. These factors include dealer stock and floor models, the impact of COVID-19 on the factory where that model is made, availability of parts, colors, and options, dealer location, and shipping logistics. Your local dealer receives regular updates about any issues that could affect delivery dates.

Q: Does my dealer have any floor models ready to purchase?

A: Spas and accessories are sold through our network of Independent Dealers. As the manufacturer of Caldera spas, we do not have access to specific information about dealer inventory or floor models. Please contact your local dealer directly with questions about available spas and floor models.

Q: Can I buy a hot tub directly from you, online?

A: Caldera spas are sold only through our network of Independent Dealers and cannot be purchased directly from us.

We want you to enjoy your spa for many years to come. Your dealer is best equipped to deliver the personalized service needed to help you choose the perfect spa and provide professional post-sale service for the lifetime of your spa ownership.

For your safety, nearly all dealers provide online options for shopping that don’t require a showroom visit. Your local dealer will be happy to answer your questions and provide a virtual tour via phone or FaceTime.

Q: What if I can’t reach my dealer?

A: Your dealer is the best person to call with questions or to make a change to your order. Dealers are making every effort to respond as quickly as possible, but please be patient. Local dealerships are also experiencing an increase in demand, and many have adjusted business hours because of COVID-19. We appreciate your understanding during these unusual times.

Q: Do all spa manufacturers have long lead times?

A: Because of the current situation, demand for a wide variety of home, backyard, and fitness items including hot tubs, pools, furniture, and trampolines has skyrocketed. While we can’t quote individual lead times, virtually all manufacturers are facing the same challenge - unprecedented order volume combined with reduced factory capacity due to social distancing mandates, and difficulty getting parts and materials due to supply chain issues.

Q: What can I do while I wait for my spa to arrive?

A: First of all, congratulations on choosing a Caldera spa. You made a great choice – customers ranked Caldera Spas #1 in Overall Quality of Product after 1 Year. We promise when you take your first relaxing soak, you’ll know it was worth the wait – and your new hot tub will continue to deliver comfort and wellness for years to come.

Time passes quickly, so why not start getting ready for your new hot tub? Our Hot Tub Pre-Delivery Guide includes the model specific information you need to decide on the perfect site for your spa, make sure it meets electrical requirements, prepare for delivery, and more.

If your new hot tub will be equipped with the FreshWater® Salt System, you can also take a few minutes to watch our video filled with tips for a successful start-up. Following these steps will ensure the long-term success of your FreshWater Salt System.

If you’re new to hut tubbing, the Caldera Spas website is a wealth of information. Browse our Hot Tubs 101 section to find useful tips and tricks, or check out our Wellness Blog for landscaping inspiration, entertaining ideas, healthy lifestyle tips, and so much more! For daily inspiration, follow us on Facebook, Twitter, Instagram, or Pinterest.

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