Shipping policy

Shipping Information

**Standard Shipping**

Enjoy complimentary shipping on all sauna heaters and accessories throughout the Continental United States, with some exceptions noted on individual product descriptions.

For shipments destined for Canada, Alaska, Hawaii, or Puerto Rico, please reach out to us at info@thesaunastore.com for a personalized shipping quote.

**Curbside Delivery**

Most products are delivered via curbside service using a freight truck equipped with a liftgate, unless specified otherwise.

Curbside delivery means your order will be placed at the end of your driveway or street—not inside your home or garage.

If you require delivery inside your home, this service must be arranged during your purchase and will incur an additional cost.

In cases where access is limited due to narrow roads, low-hanging branches, or steep driveways, you will need to:

- Arrange for an alternative delivery location, or
- Collect your shipment from the nearest freight terminal.

**Freight Delivery Details**

**What the Carrier Offers**

Freight deliveries are generally conducted by a single driver using a 28-foot trailer.

You can request additional services such as:

- Liftgate assistance
- Scheduled appointments
- Inside placement

These services are available for an extra charge.

**Your Responsibilities**

An adult must be available to receive and sign for the delivery.

Please inform The Sauna Store in advance of any potential delivery challenges.

Freight charges are calculated based on your ZIP code and do not include any unforeseen access issues, which could lead to extra fees or delays if not communicated beforehand.

**Delivery Inspection & Claims**

**Upon Delivery**

Ensure you count all packages and confirm they match the Bill of Lading (BOL).

Carefully inspect all boxes for any visible damage, such as dents or rips.

If you notice any damage:

- Clearly document it on the delivery receipt/BOL.
- Take photos of the damage immediately.
- If possible, open the boxes in the presence of the delivery driver to check the product itself.

If no damage is apparent, sign the BOL as: "OK until further inspection." This safeguards your right to file a claim later if hidden damage is discovered.

**Refusing a Shipment**

You can refuse a shipment only if it is significantly damaged or unsafe to accept.

Always contact us before refusing your order to ensure proper return logistics and documentation.

Shipments that are refused due to carrier damage will be returned at no cost to you if reported correctly.

**Damage & Missing Items**

**Visible Damage or Loss**

Must be noted on the BOL at the time of delivery. Failing to document this may lead to denial of your damage claim.

**Concealed Damage**

Must be reported to info@thesaunastore.com within 24 hours of receiving your order.

Keep all packaging materials and damaged items for evaluation of your claim.

**Missing Items**

You have 7 calendar days to review your order and report any missing items.

If not reported within this timeframe, The Sauna Store will not be liable for replacements or refunds.

**Order Processing & Cancellations**

**Processing Times**

Orders are typically processed within 1 to 2 business days, depending on stock availability.

**Cancellations**

You can cancel your order within 4 days of placement at no cost, provided it hasn't shipped.

After 4 days, a 3% cancellation fee will apply.

Once an item has shipped, cancellation is not an option.

**Manufacturer Delays**

Some products may be on backorder. If you cancel a backordered item, the 3% cancellation fee will still apply.