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Shipping & Delivery
Where do you ship?
We ship free to the continental US and Canada. Exceptions:
- Alaska, Puerto Rico and Hawaii – please contact us for a personalized quote. We always charge you our cost, no more.
- Flatbed (FTL – Full Truckload) shipments. We charge $1,299 for FTL shipments.
We can also ship outside the US. In these cases, you will be responsible for all duties, import taxes, and freight costs.
What's my order status?
If you have received a tracking number, please click the tracking link included in your Shipping Confirmation email. You can also copy the number to the carriers website.
How long does shipping take and where is it coming from?
Our handling time is 1-3 days and your order will be delivery within 5-10 days or less. Everything is shipped from different locations in the US.
Do I have to pay state sales tax on my order?
No! Our orders are sales-tax free. The exception is Delaware. Tax will be calculated automatically when you are checking out.
Various Order Scenarios
Where is my order?
If it has been 5 business days since the date of you placing your order, then please send us an email with your order number or your name and email address. If you have not received an order confirmation, please check your spam and promotion folders, etc.
Can I adjust or change my order?
Yes! – if you're quick enough. We place your order with the supplier as soon as possible. Reach out by phone, live chat, or email immediately and as long as your order hasn't been dispatched, we can change it.
What if my order arrives damaged or incomplete?
Before signing any paperwork, please thoroughly inspect the items delivered to you. Check if there are any visible signs of damage, such as dents, scratches, or punctures and make sure to note this when signing the delivery receipt. A signed delivery receipt, without notations of damage, represents your acceptance of the complete order in perfect condition. If you fail to notice, we can still help to make things right. Simply contact us if you notice something wrong about your order and we will send out the missing pieces free of any shipping or other surcharge. Immediately report any missing or damage pieces within 48 hours by emailing directly at support@wearesauna.com or via our contact us page. Should “concealed” damages (damages not visible at the time of the delivery) occur, report immediately by emailing directly at support@wearesauna.com or via our contact us page.
I want to cancel my order. How?
To cancel your order, please contact us as soon as possible. As long as your order hasn't been dispatched yet, then we can cancel your order.
How long will my refund take?
If your refund has been issued and you have received an email confirmation, the refund will be immediate for PayPal Express Checkout orders and take up to 10 business days for card payments.
Payment & Billing
What payment methods do you accept?
We accept all major credit and debit cards, Google Pay, Apple Pay, HSA/FSA via Truemed, as well as financing via Shop Pay.
Are payments and shopping on your site safe?
We use 256-bit SSL encryption via our website host Shopify, which you can see at the top or bottom of your screen if you click the URL field, showing "https://". This means that your connection is secure and encrypted to the highest
How long will my refund take?
You’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If you paid with PayPal, you'll receive the refund immediately as it's issued.