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Residential delivery (important)
Some large shipments require the customer to arrange help/equipment to offload (ex: forklift for heavy crates).
We’ll share the delivery instructions before shipment and again when tracking is issued.
Lead times and build estimates vary by model; we confirm at time of order.
Read the full Residential Drop Ship Information (PDF)Returns & order changes (summary)
Returns/changes depend on order status and manufacturer policy.
Freight/delivery fees are typically non-refundable once booked or shipped.
We’ll assist with the request, but final approval is per manufacturer guidelines.
Read the full policyFAQ
Will my order be delivered to my door?
Most residential deliveries are curbside/end-of-driveway by appointment. The carrier typically won’t bring the crate into your home or backyard.
Do you install the sauna?
Installation isn’t included. Most customers assemble using the included instructions or hire a local contractor/handyperson.
Will the trucking company unload the crate for me?
Usually no. The driver generally does not unload, and may not back into a driveway. Some smaller crates may ship with liftgate service, but larger crates often require customer-arranged unloading (forklift/equipment).
What if I don’t have a forklift?
Options can include renting equipment, hiring local help with a forklift, arranging trailer pickup at a terminal (if offered), or coordinating an alternative offload method. Plan ahead for larger shipments.
How does delivery scheduling work?
The carrier contacts you to set an appointment once your shipment reaches the local terminal. Please respond promptly to avoid storage or re-delivery fees.
What if I miss the delivery appointment?
Missed appointments can result in storage and/or re-delivery charges from the carrier. If anything changes on your side, contact the carrier as soon as possible.
What should I do if the crate arrives damaged?
- Inspect the crate before signing.
- Take clear photos of any damage.
- Note damage on the delivery receipt (bill of lading) before accepting.
- Contact us promptly so we can assist.
What if parts are missing or there’s hidden damage?
Keep packaging and take photos. Notify us as soon as possible so we can guide next steps with the manufacturer.
Can I cancel or change my order after purchasing?
Changes/cancellations depend on production stage and shipping status. Contact us as soon as possible—earlier requests are always easier to accommodate.
Are returns accepted?
Returns are generally limited for drop-shipped freight items. If a return is approved, fees and shipping costs may apply—please review the full policy link above.
What happens if I refuse delivery?
Refusing delivery can result in restocking and return freight charges. If there’s a concern at delivery, accept the shipment and document any damage first.
Do heaters, stones, or accessories come included?
Many items are purchased separately (ex: heater, stones, upgrades). Please review the product page selections and “Complete your setup” options.
How long will it take to build/ship?
Build times vary by model and season. We confirm timing at order, and share updates once the manufacturer schedules production/shipping.