Backyard Canada Customer Care

Service & Warranty Requests

Start with a few checks at home, then follow the warranty steps for your brand. If you need a technician, request a Backyard Canada assessment below.

Try quick checksWarranty claimsRequest service

Find your next step

Choose the path that fits your issue.

1

Try quick checks

Check the basics and use your product manual to narrow down the issue.

See quick checks →
2

Check your warranty

Some brands handle claims through us and others handle them directly. See the steps for your brand.

Warranty steps →
3

Request a technician

Need hands-on help? Request an on-site assessment for $99 plus tax. Labour and travel within Calgary are included. Parts are extra.

Assessment details →
4

Plan routine care

Monthly maintenance plans and one-time tune-ups are on our Maintenance Service page.

Maintenance plans →

Start with these checks

Many issues have a simple cause. Try these first, using our free guides.

  • Power. Check whether your breaker or GFCI has tripped.
  • Filters. A dirty filter can restrict flow. Clean your filters monthly.
  • Water level. Keep the water above the top jets.
  • After a refill. Fill through the filter ports to avoid airlocks, as shown in our Water Care Guide.
  • Water balance. Aim for alkalinity 80–120, pH 7.2–7.8 and calcium hardness 200–400.
  • Keypad message. Most Maple, Be Well and Vortex tubs use Gecko in.k1000 or in.k500 keypads. Look up the message in the manual.

Free downloads

Warranty claims by brand

The manufacturer decides what your warranty covers. Diagnostic visits, labour and travel are often not covered.

Brands we handle claims for

For these brands, send your claim to us using the request form on this page.

  • Leisurecraft
  • Vortex
  • Maple Spas
  • Be Well Spas
  • NatureKast
  • Top Grill
  • HeatTrak
  • Bromic
  • Alfa Forni
1

Send your request

Fill in the form below with your model, serial number, purchase information (invoice or order number and purchase date), and photos or a short video of the issue.

2

We contact the manufacturer

We coordinate your claim with the manufacturer.

3

You hear the next steps

The manufacturer decides coverage. We confirm your next steps and any charges.

Brands that handle claims directly

For these brands, contact the manufacturer's support team directly.

Each link opens the manufacturer's support page in a new tab.

Questions to ask your manufacturer

  • Which parts and work are approved?
  • Is a diagnostic visit covered?
  • Are labour and travel covered?
  • Who can do the approved work?

If your brand isn't listed, contact us and we'll point you to the right place.

Initial assessment

$99

plus applicable tax

Request an on-site assessment

If you need a technician, send the form below to request a Backyard Canada assessment.

  • Your on-site service assessment is $99 plus tax.
  • Labour and travel within Calgary are included in the assessment.
  • Outside Calgary, extra mileage is $3 per km, one way.
  • Parts are extra.
  • The assessment is paid before a visit is booked.

High-voltage, gas or plumbing work may need a licensed electrician, gas fitter or plumber. If you smell gas or see smoke or sparking, stop using the product and call the appropriate emergency service or licensed trade.

What happens after you submit

1

Your request is sent

Sending the form is a request, not a booked appointment.

2

We review your details

Our team reviews your request, photos and any claim number.

3

We check compatibility

We confirm we can service your brand and product.

4

We confirm next steps

We get in touch to confirm next steps.

Have these details ready

Clear details and photos help us find the right fix sooner.

  • Your Backyard Canada invoice or order number, if you have one
  • Product brand, model and serial number
  • A clear photo of the serial-number label
  • Purchase or installation date
  • What is happening and when it started
  • Any keypad message, with a photo of the screen
  • Photos or a short video of the issue
  • Your manufacturer claim number, if you have one

Send your service request

Share your details below and our team will be in touch to confirm next steps.

Our team will review your request and be in touch to confirm next steps.

FAQ

Which brands do you service?

We service most major brands and confirm compatibility first.

What areas do you cover?

Calgary and surrounding communities. Travel within Calgary is included. Outside Calgary, extra mileage is $3 per km, one way.

Does my warranty cover the visit?

The manufacturer decides coverage, and diagnostic visits, labour and travel are often not covered. For brands we handle, send the form and we'll coordinate with the manufacturer. For other brands, ask the manufacturer's support team first.

Do you offer maintenance plans?

Yes. Our Maintenance Service page has monthly plans and one-time tune-ups.

Prefer to talk?

Call our Calgary store team or visit us.

587-855-9938
711 48th Ave SE, Unit 1, Calgary, AB T2G 4X2