We quote shipping costs at the time of ordering, to get an accurate rate. All shipments are quoted for standard ground services, using the best method available. An estimated shipping date will be provided at the time of ordering, and we will ship during this window unless specified otherwise. All orders must be fully paid before shipping.
Packaging, Crating, and Customs:
All freight shipments will have a packaging and crating charge applied, to ensure the order is packaged safely for transportation. USA customer will have a customs charge applied, as our broker will clear the shipment at the border as a duty-free item. A valid Tax ID number is required for duty free status.
We will provide tracking information within 24-48 hours of shipping. It is up to the customer to track the package and ensure they are home to receive the package during the window. For sauna heaters and kits, a signature is required. Freight shipments to residential addresses require a delivery appointment, and the tracking information is an estimate as to when it will arrive at the local terminal.
Shipments are delivered between Monday and Friday. Saturday delivery can be quoted at an additional cost. Freight shipments are automatically quoted with Residential Tailgate services unless specified otherwise. Inside delivery is an additional service that can be quoted, else freight shipments are curbside only. If you need us to defer a shipment, a storage fee of $50/week will apply.
If you are not home to receive a shipment after an appointment is made, storage or redelivery fees are billable. It is the receiver’s responsibility to ensure a straight truck can access the delivery location, otherwise alternate delivery options must be arranged.
Residential Tailgate Services:
All Sauna kit shipments are booked with Residential Tailgate services, unless specified otherwise. Delivery is curbside only. The driver will lower the crate to ground level at the end of your driveway. You can open the crate and move the individual boxes into your garage, home, or vehicle as needed.
There is an option available to pick-up at the freight terminal or for delivery to a business with a dock or forklift. Please arrange in advance before your sauna kit is shipped. This can also help reduce the shipping cost. Items that are 8’ and longer will not fit on the tailgate and must be carried off by hand.
Residential deliveries will be by appointment only. Someone must be home to sign for the delivery. The carrier will call you a day before delivery when it arrives at the local terminal. If the delivery location is not accessible by a delivery truck, alternate delivery arrangements are your responsibility.
What to do if you receive damaged parts:
We ask that you check your shipment for damage or missing parts within 30 days of receiving even if you will not be installing the unit right away. Open all boxes and check all material against your material list upon arrival of your unit.
In the unfortunate case that you receive the shipment in poor condition, we ask that you accept the shipment from the carrier. We will arrange a warranty shipment for damaged parts, and handle the claim with the carrier.
Report any damages you see to the driver and please note when you sign for the Delivery on the Bill of Lading. Check the number of skids on the waybill to ensure the entire shipment was delivered.
Please take photos of the damage and email to firstname.lastname@example.org. Please call 1-800-519-5753 on the same day to report any damage or shortages, as each situation is a case by case scenario. We will further instruct you on the next steps.