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Artesian Spas Customer Care
 
Artesian Spas - Providing quality service after you purchase your spa. top right
 

Frequently Asked Questions:
  • Installing your spa
    • Preparing for your spa
      • Selecting a location
        • As you get ready to install your new Artesian spa, there are some things you’ll need to keep in mind:
          1. Place your spa on a surface that is large enough for the entire spa. Consider the space needed to easily access equipment compartments and circuit breakers. Remember, all electronics must be kept dry.
          2.The spa must be on a solid, level foundation. We recommend that you use a four-inch cement slab seasoned at least 72 hours. Your warranty will be voided if the spa is not properly installed. Structural damage due to an improper foundation is not covered under warranty.
          3. To avoid potential water damage to the skirt and frame, your spa should be placed on a site where it will not be in the way of water sprinklers.
          4. OUTDOOR SPAS: Consider building codes, electrical and plumbing codes, desired proximity to house, wind and sun exposure, location of trees (falling leaves, shade), dressing area, landscaping and lighting when selecting a location.
          5. INDOOR SPAS: Floor surface must have traction to prevent slipping when wet. A floor drain is optimum. As room humidity will increase because of the spa, provide ample ventilation to prevent dry rot, mildew and mold. Use materials that will withstand humidity. There may be a need for cross-ventilation fans and/or dehumidifiers. The spa chemicals may corrode some household metals. Be sure there is enough room to work in case your spa should ever need service. Strong foundational support is vital, particularly if a second-story site is selected.
          6. Ensure the equipment compartment is in a location where it will not be damaged by water drainage. Cover the equipment compartment with a heavy screen if rodents are a problem. Damage due to rodents is not covered under warranty.
          7. Have the spa deck installed by a knowledgeable contractor to ensure proper support.
          8.Stones at least 2 inches thick and 12 inches square must support the spa if it is placed on the ground, even for a short time, it must be supported by stones that are at least 2 inches thick and 12 inches square. A solid foundation is recommended as soon as possible.
      • Electrical Requirements
        • WARNING! The following information is provided for hooking up electrical supply to the spa. This work must be performed by a qualified licensed electrician. Failure to have this done can result in termination of all warranty coverage and also create an extremely dangerous bathing environment. When installing your hot tub, it is a good idea to have the electrician on site in case any problems arise and for your own safety.
          240-VOLT INSTALLATION PROCEDURE
          1. The correctly sized GFCI circuit breaker must be installed at the main electrical service panel. In addition, a properly suited shut-off switch must also be installed in plain view of the spa. This is in compliance with section 422-20 of the National Electrical Code, ANSI/NFPA 70-1987. The electrical service panel must be readily accessible to the spa occupant but must not be within 5 feet of the spa.
          2. After spa has been positioned, route line through knockout on the left or right front of spa cabinet.
          3. Route line inside cabinet to the hole provided under or behind control box through hole provided.
          4. Attach wires to the terminal block inside control box. Refer to the 240V wiring diagram inside the front face plate of the control box and adjacent to terminal block for final connection instructions.
          5. Complete wire connections at main service panel GFCI breaker.
          6. Do not turn power on until instructed to do so in the "SPA START UP" section.

          NOTE: Several bonding lugs are provided on the control box and other components located inside the equipment compartment of the spa. Connect a No.8 AWG (8.4mm) solid copper conductor to these lugs and any metal object within 5 feet (1.5m) of the spa.
    • My hot tub has arrived, now what?
      • Unwrapping and removing stickers
        • Although the cabinetry and shell are resilient, a blade can do damage. Use scissors and trim along the corners carefully to loosen the wrapping and remove it.
      • Locating my serial number
        • The serial and model numbers are mounted on the base of the equipment enclosure area, as shown:
          Serial Number
      • Filling the hot tub
        • NOTE: DO NOT fill your spa with hot water straight out of your water heater or tap. This water may be as hot as 180 degrees F and will cause damage to the surface and plumbing of the spa. This will void your warranty. Level the spa before filling.
          1. Remove all debris.
          2. Remove the filters from your spa
          3. Insert the hose in the area where the filter was located as shown in the picture below.
          Fill the water
          4. Fill the spa to the bottom of the pillows. Note: DO NOT OVER-FILL YOUR TUB!
          5. With the front panel off, verify there are no leaks at the pump union. Note: Pump unions can become loose during shipping. Verify that there are no leaks during filling of the spa.
          6. Replace both filters.
          *Please note it is a good idea to have an electrician on site
      • Turning the power on
        • Turn the power to the spa on at the main circuit breaker. Verify that your spa has no error codes. Verify that there is good water circulation in the spa. The pump will initially come on for 5 minutes and cycle through each pump for one minute on each pump at start up.
      • Verifying water circulation
        • 1. Open all the jets.
          2. Press the Jets 1/2/3 button to turn the pumps on or off.
          3. Make sure each seat has water flow.
      • Testing the GFCI breaker
        • NOTE: The electrical service panel for your spa should be equipped with a GFCI breaker. To avoid the risk of electrical shock, perform the following safety test before each use of your spa.
          1. Make sure the power is turned on at the electrical service panel.
          2. Turn on the GFCI breaker. If the breaker stays on, it is functioning properly.
          DANGER! Risk of electric shock!
          If the GFCI breaker fails to operate as described, there is a possibility of an electric shock if the spa is used. Shut off the power at the main electrical service panel until the source of the problem has been identified and corrected by a licensed electrician or qualified spa technician.
      • Turning on the spa for the first time
        • NOTE: When power is turned on, your spa will automatically start out in priming mode for approximately 2 minutes indicated by “Pr” on the topside control. During this time no components are powered. At the end of the two minute period the low speed pump will be activated for 30 seconds followed by all of the pumps being activated on high speed for another 30 seconds. Once the high speed pump(s) have turned off a temperature reading will be taken. This takes about 2 minutes for the heater to correctly display a temperature reading to the topside control.
          Adjust your temperature by pressing the “Warm” or “Cool” button on your touch pad until the desired temperature is displayed. This setting will allow your spa to heat to the set temperature.
          CAUTION: If water is not noticeably coming from your spa jets during the automatic purge, turn on the high speed pump. If water is still not coming from the jets, the pump needs to be manually primed, following the steps below.
      • Priming the pump
        • 1. Turn off power at electrical service panel.
          2. Locate and loosen the pump by turning it counterclockwise one half of one turn.
          3. Allow air to escape from the fitting. When a steady stream of water flows from the pump plug, close it by turning it clockwise until tight.
          4.Turn on power at electrical service panel.
          5. Check once more to make sure that water is flowing from the jets during
          auto purge. If so, continue. If no water is coming from your spa jets,
          please call your Artesian dealer for further assistance.
      • Water Preparation Procedure
        • Before putting your new spa into operation, understand that preparing your new water is an important part of maintenance. Failure to properly prepare your water can result in substantially decreasing the life of the components and may void your warranty in severe cases. Your Artesian dealer should have a start-up and maintenance kit available for you when you purchase your spa.
  • Water Chemistry
    • Chemical treatment of water
      • Water from your tap is fine for showers, bathing and drinking. However, in a contained recirculating system such as in a spa, water must be treated with chemicals. The main purpose of chemical treatment is to keep the water sanitary and to maintain a specific balance of the water. Proper balance ensures that the water will not cause irritation to the users or harm the spa’s components. Chemical treatment does have its limitations. When water evaporates, chemical residues are left behind. As the levels of the residues combine with other types of residue, such as body oil and detergents, your water becomes increasingly difficult to maintain. Because of this residual effect, at some point it becomes easier and more cost-effective to drain, clean and refill your spa with new water. We recommend that the water be changed at least every six months. At this time you should also clean or replace your filters. If your spa has a frequent and/or heavy bather load, it may be necessary to drain and fill your spa more often.
        WARNING: Spa damage due to improper chemicals use is not covered under warranty.
    • Water chemistry
      • CAUTION: The chemicals used to maintain the pH balance of the water and to sanitize the water can be dangerous. Always follow these basic guidelines when handling the chemicals
        1. Always read and follow the directions on the label, unless directed otherwise.
        2. Never mix different chemicals.
        3. Do not exceed the recommended amounts of chemicals—follow the directions on the label.
        4. Keep all chemicals out of the reach of children and pets.
        5. Keep containers closed tightly when not in use.
        6. Never add water to the chemicals—always add the chemicals to the water as directed.
        7. Always store chemicals in a cool, dry place.
        NOTE: Consult your dealer on local water chemicals, as its varies from location to location.
    • Maintaining the proper pH balance
      • The pH factor is a measure of the relative acidity or alkalinity of the water. It is measured on a scale of 1 to 14. Pure water has a value of 7, which is neutral. Any value above 7 is alkaline, and any value below 7 is acidic. You should maintain a slightly alkaline pH level, between 7.2 and 7.8, in the hydrotherapy spa. Severe problems can occur when the pH balance is not maintained within this range. If the pH level exceeds 7.8, dissolved minerals can build up and clog the plumbing in the spa jet unit. If the pH level falls below 7.2, the acid level in the water will begin to corrode the metal parts in the spa jet unit. Also, the sanitation agents in the water will not be effective if the pH level is not properly maintained. Damage caused by improper pH levels is not covered under the warranty. To maintain the proper pH level, you should test the pH of the water regularly. To test the water, purchase a pH test kit at a pool and spa supplier. The pH reading should be between 7.2 and 7.8. If the level is too low, add a pH increaser (usually soda ash). If the level is too high, add a pH reducer (usually sodium bisulfate). Test the water again after five minutes. See the instructions with your pH test kit for additional information about testing and adjusting the pH.
    • Chlorine AKA Dichlor Grandular
      • You will want to keep the level of chlorine in your spa between 1.5 and 3.0. If the chlorine tests too low you need to add about one teaspoon of CHLORINATING GRANULES per 500 gallons. Sprinkle it directly into the spa with the jets running. If the chlorine tests too high, open up the cover and run the jets on high speed. This will help to lower the chlorine level.

        If you are using the spa often, it is normal to need to add DICHLOR to the spa about every day. Be sure to test the pH and chlorine BEFORE you enter the spa to assure that the water is sanitary. Also wait a few hours after you use the spa to test the water. Testing right after you leave the spa can lead to erratic readings, especially on the pH.

        You will also need to shock your spa about once a week to burn out any organic contaminants the regular chlorine has not taken care of. Please check the DiChlor packaging to see how much you should use in your spa; concentrations can vary from brand to brand. To shock the spa without raising the chlorine too high, add a capful of SPA SHOCK per 300 gallons.
    • Bromine
      • Some spa owners prefer to use BROMINE TABLETS instead of DICHLOR. To use BROMINE, add 1 tablet to a floater per 100 gallons. BROMINE dissolves very slowly so you may need to use some DICHLOR to keep your sanitizer level up.

        You will need to test your BROMINE level about every other day if you are using the spa often. Keep the level between 3 and 5 if you are using a bromine test kit. If you are using a chlorine test kit, keep the level between 1.5 and 3.0. If the bromine tests too low, open up the opening at the bottom of the floater or add additional tablets to the floater.

        Spas treated with bromine also need to be shocked once a week. You can use 2 ounce of DICHLOR per 500 gallons or the recommended option of adding 2 ounces ARTESIAN SPA SHOCK SUPREME.
    • Nature 2
      • The NATURE 2 system is a mineral purifier that works inline with your filter. The NATURE 2 filter insert must be replaced every four months to remain effective. With the NATURE 2 system you can greatly reduce the amount of chlorine needed to maintain clear and comfortable spa water.

        The NATURE 2 cartridge contains a silver mineral bed. In addition, as the water runs over the mineral bed, a change happens to the oxygen dissolved in the water, making it very unstable. When this unstable oxygen comes in contact with contaminants in the water, it will attack and eliminate them through a process called oxidation. The combination of the silver, and unstable oxygen will almost completely purify your water before it ever leaves the NATURE 2 unit.

        With the NATURE 2 system you will need to maintain just a trace of chlorine (0.5-1.0 PPM) to assure that your spa water is being properly sanitized. You will also need to maintain the pH in a good range and shock every week to ten days. Artesian Spa Shock Supreme is the best spa shock on the market to use with a mineral based water treatment system.
  • Maintaining your spa
    • Draining your spa
      • Your spa needs to be drained, cleaned, waxed, and refilled about every six months. More frequent water changes may be necessary if bather load is heavy. A hose bib has been provided below the left side of your front access panel, to assist you in draining your spa.
        1. Turn off the power to your spa. If you fail to turn the power off, vital components could be damaged. Do not leave an empty spa exposed for long periods of time in hot, sunny weather.
        2. Attach your garden hose to the hose bib.
        3. Place the other end of the hose in an area that will accept the water capacity of your spa.
        4. Open the hose bib by turning the valve knob counter-clockwise to the full stop position.
        5. Check the garden hose end to see if water is flowing. If water is not flowing, check the hose for kinks. Also check to see if valve is in the full open position.
        CAUTION: The chemical content and temperature of the water will cause damage to certain vegetation. We do not recommend that you drain your spa onto plants or lawns. If you choose to do this, please remove your spa cover and allow spa to cool for a minimum of 24 hours with the spa turned off.
    • Pillow Care
      • Remove and clean the pillows with soapy water and a soft cloth when needed. Use a vinyl conditioner once a month. Remove pillows when doing chemical shock treatment.
    • Jet Care
      • We recommend that you clean your jets when you drain your spa.
        1. Spray jet inserts with a mixture of 1 part vinegar to two parts warm water and let soak for 10 - 15 minutes. Periodically rotate the spinner nozzle to break up residue in the jets.
        2. Rinse the jet inserts with a standard garden hose
    • Removing, Installing and Cleaning Filters
      • These are the steps needed to successfully replace your filters. You should replace your disposable spa filters and clean your non disposable filters every four months.
        1. Turn off all power to your spa and remove the filter lid by lifting it out towards you.
        2. Turn the filter counterclockwise and remove it from the filter well.
        3. Dispose of the used filter.
        4. To replace, set screen back into its place and turn clockwise to fasten. DO NOT over tighten.
        5. Place the new filter into position and turn clockwise to fasten. DO NOT over-tighten.
        6. We recommend the use of a quality filter soak product. Please contact your dealer to purchase all your spa care products.
        WARNING: Power to your spa must be turned off prior to removing your filters. The suction at the filter is extremely strong and can cause injury if there is no filter. NEVER run your spa without the filters properly installed. Injury to person and damage to the equipment can occur. Any damage to equipment due to this circumstance will not be covered under warranty.
    • Winterizing your spa
      • It is not recommended that you drain your spa completely during freezing
        conditions. We recommend that you leave your spa full of water with the power on to keep the tub from freezing. If you decide to drain your spa during freezing conditions, contact your dealer for help. Contact your Artesian dealer before refilling a drained spa in freezing temperature.
        WARNING: Damage to your spa caused by freezing is NOT covered under warranty. Please contact your local Artesian dealer to assist you in winterizing your spa.
    • Replacing the light bulb

      • 1. Turn off the power at the main electrical service panel.
        2. Remove front access panel.
        3. Locate and remove the reflector by turning it counterclockwise until free from wall fitting.
        4. Remove the bulb from the holder.
        5. Replace with new bulb. Your Artesian dealer has these bulbs in stock.
        6. Replace the reflector by screwing it clockwise back onto the wall fitting.
        7. Replace the front panel.
        8. Turn power on at the main electrical service panel.
        NOTE: The spa light bulb is not covered under warranty. Also, any servicing of any multiple light systems should be done by an authorized service center.
    • Spa cabinet care
      • Your spa comes standard with a PermaWood, or faux wood, cabinet. This cabinet requires no maintenance. You may wish to clean the cabinet with mild soap and water from time to time. If you elected to purchase your spa with a wood cabinet, this cabinet is stained and sealed with an oil based acrylic stain. The stain is formulated especially for spa cabinet and deck applications and is resistant to ultraviolet light damage caused by sun rays. It is also resistant to fungus and insect damage. Your Artesian dealer carries this type of stain for your convenience, so call your dealer when you’re ready to re-stain your cabinet. You should re-seal your wood cabinet at least once a year, or more frequently depending on your environmental conditions.
        1. Gently wash the cabinet with mild soap and water and allow to dry completely.
        2. Moisten a rag with the stain you have purchased from your Artesian dealer.
        3. Apply the stain on the entire cabinet surface, wiping off any excess stain as you are applying.
        4. Allow stain to dry for a minimum of 24 hours before getting the cabinet wet.
        NOTE: Do not apply any solid type finish such as shellac or varnish. These types of finishes will crack and/or turn yellow. To refinish the wood, you will need to completely strip the finish before applying the new one. Use only the stain recommended by your Artesian dealer for refinishing your spa.
    • Cleaning the spa interior
      • It is important to clean the interior of your spa every time it is drained to help preserve the sheen of your spa’s surface. However, it is important that you do not use any abrasive cleaners or strong chemicals. Your Artesian Spas authorized dealer will be able to supply you with the proper cleaning solution for your spa. After cleaning, make sure all residues are removed prior to filling the spa. This will help prevent sudsing and improper chemical balance.
    • Cover care
      • Cleaning of your spa cover is an important part of routine maintenance. Dirt acts as an abrasive to the vinyl topcoat, and can also cause wear to folds, seams and stitching. Mildew growing on damp, dirty vinyl will begin to actually rot in the fabric, accelerating failure.
        Follow this simple routine for cleaning, prior to application of vinyl
        1. Rinse with cool water using a garden hose.
        2. Spray with a gentle, non-foaming cleaner and wipe clean. Never use laundry detergent, abrasives, alcohols, dish soaps or harsh cleaners. These can actually remove some of the topcoat and cause premature vinyl failure.
        3. For stubborn dirt, use a non-abrasive sponge.
        4. Rinse again thoroughly with water and allow to dry.
        5. Repeat monthly, or as needed.

        Your vinyl cover is affected by the UV in sunlight. Periodic protection with a liquid protectant will extend the life of your spa cover. The wrong kind of protectant can be more harmful than no protectant at all. Keep any product away from your spa that is labeled “flammable,” that contains any type of oil, or that leaves a waxy coating on your cover.

        Never stand or sit on the cover and never drag it over abrasive surfaces. Lift cover only by the handles provided.
  • Questions and Answers
    • I can't find a service provider near me, what do I do?
    • Do I need to connect my spa to any water lines or plumbing fixtures?
      • No, all of our spas are freestanding, although the spa will need to be drained about 3-4 times a year. Draining the spa is quite simple. Simply connect a garden hose to the out line from the spa and turn a small valve to the open position. The bottom drain will insure that the spa fully drains. The spa can be filled from a regular spigot with a garden hose.
    • Can I place it indoors or outdoors?
      • Yes, a portable spa is constructed to live out doors. You can also place your portable spa indoors, but special precautions need to be taken, such as insuring that your floor can handle the weight and the walls can withstand the added moisture to the room. If you would like to place your spa indoors, the room you choose should be treated as if it were a bathroom.
    • How powerful should a pump typically be?
      • The power of a pump is not as important as its flow rate, or volume. The flow rate is the true measure of performance and efficiency. Housing, impeller, motor, winding speeds and torque are all factors that can drastically reduce the flow rate of a high-horsepower pump. Measuring horsepower alone doesn’t tell the whole story of how much water the pump is actually moving. All jets have a rated flow rate, if you exceed that rate with greater flow, you accomplish little other than pressure. If you do not match it then you do not have optimum performance. That is why it is better to use more pumps that have lower horsepower and higher flow rates, because more volume is moved at a lower cost of energy.
    • How often should I clean my spa?
      • Your customized water treatment program will determine how much or how little time you spend keeping your water clear, but the good thing is that spas are simple to keep clean. You will want to drain the spa once a quarter and actually clean the acrylic surface with an approved acrylic cleaner prior to refilling. If you take care to wash off your feet prior to entry, you should not have to vacuum your spa.
    • What is the shell made of?
      • Lucite Acrylic is the visible surface; however, there are two other materials that compose the shell. We use a vinyl and fiberglass bond to make our shell the longest-lasting, most durable around. This unique 3-material shell insures that your spa will look like new, and be leak proof for many years of enjoyment.
    • Do I need any special chemicals to treat the water in my spa?
      • There are many ways of treating the water in your spa, some rely more upon chemicals, some on minerals and some on gas and light; however, you need to study your options before deciding which system is right for you.
    • How do I keep my spa heated?
      • Your spa is hardwired and the water will maintain a constant temperature within 1-3 degrees even when in use. Our backup thermostat, 24 hour circulation system and long flow-through heater, which gives maximum exposure to the heating element, will efficiently maintain your water at a constant temperature. All you have to do is set the desired heat on your digital control pad.
    • How long can I expect to enjoy my spa?
      • This is a good but difficult question to answer. Depending on the quality of the spa you choose, the truth is you will most likely use your spa until you choose to upgrade to a later model. With expected life spans well over 10 years, you will most likely want to take advantage of the strides in technology the industry has made well before your spa calls it quits.
    • How difficult are repairs?
      • Because of the high quality of workmanship construction of Artesian spas, we always advise having your authorized Artesian dealer perform repairs. However, our exclusive warranties will ensure that in the unlikely event your spa needs repairing, you have the peace of mind that we will take care of the problem.
    • What health issues can spas help with?
    • Are spas expensive to maintain?
      • No, spas are remarkably cheap to maintain and are relatively low maintenance, ensuring that the vast majority of the time you spend with your spa will be spent relaxing, without having to worry about high costs.

Still having issues? Did the FAQ not answer your question?
Ask our service professionals on the Artesian Spas Contact Form

*Please note that Artesian Spas (May Manufacturing LLC) is a manufacturer and does not sell new products (or replacement parts) directly to the public. To find your local Artesian Spas Dealer try using our online Dealer Locator. Your local dealer will always be happy to assist you with all of your spa needs.
 
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