Shipping Policy



Effective Date: July 1, 2025

 

1. Introduction

At Sauna Supply USA, we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, Saunasupplyusa.com.

 

2. Shipping Destinations

Countries We Ship To: USA, Canada, UK, EU countries

Future Expansion:

We are continually working to expand our shipping destinations. Please check back regularly for updates, and let us know if you have interest in receiving to a country that is not currently on our list. We’d love to make it happen for you. 

 

3. Shipping Costs

Domestic Shipping USA: Standard Shipping: Free shipping on all orders over $50. 

White Glove Shipping: For certain bulk items, $500

International Shipping: Standard International Shipping: $35 flat rate, for smaller items. Bulk items, priced in accord with weight

Customs and Duties: International orders may be subject to customs fees, import duties, taxes, or other charges imposed by your local government. These charges are the customer's responsibility.

No Hidden Fees: All shipping costs are calculated and displayed at checkout. There are no hidden fees.

 

4. Order Processing Time

Processing Time: Orders are processed within 2 business days Monday to Friday, excluding holidays.

Order Cut-Off Time:  Orders placed before 1pm EST, USA,  will begin processing the same day.

Weekend and Holiday Orders: Orders placed on weekends or public holidays will be processed on the next business day.

 

5. Estimated Delivery Time

Domestic Shipping: Standard Shipping: 3-5 business days. Expedited Shipping: 1-2 business days

  • International Shipping: Standard International Shipping: 7-14 business days

Notes: Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, customs delays, or carrier issues. Also, for larger bulk items, allow more latitude since standard shipping methods do not apply. 

 

6. Shipping Methods and Carriers

  • Reliable Carriers: We partner with reputable carriers to ensure your package arrives safely.

Domestic Carriers: USPS, UPS, FedEx

International Carriers: DHL, FedEx International

Shipment Tracking: All orders processed will receive tracking information, which will be provided via email once generated by the carrier, which occurs only after the order has shipped.

  • Insurance: Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.

 

7. Order Tracking

  • Tracking Information: After your order has been shipped, you will receive an email containing:

Tracking Number; Carrier Name; Link to Track Your Package

  • How to Track Your Order:

Visit the carrier's website.

Enter your tracking number to view the status and estimated delivery date.

If it is marked ‘delivered’, but you did not receive the item, please contact the carrier to double-check their address details and to let them know that the item did not arrive. The sooner they are notified of this problem, the more likely they will respond promptly and helpfully. 

  • Assistance:

If you have questions or need assistance with tracking, please contact our Customer Service, utilizing email or phone to alert us to your concerns.

 

8. Delivery Issues

8.1 Delayed or Lost Packages; If your package is delayed beyond the estimated delivery time, please contact us at support@saunasupplyusa.com or 1-202-510-4030.

  • Lost Packages: If your tracking information indicates that your package was delivered but you have not received it:

Verify all details carefully with regard to the shipping address provided.

Check with neighbors or building management, to be sure it was not delivered incorrectly.

Contact the carrier, and us, for further assistance.

8.2 Damaged Packages. Reporting Damage: If your package arrives damaged:

Take photos of the damaged packaging and items. These photos can be texted to our official number: 202-510-4030. 

Contact us within 2 days, by phone at 202-510-4030, or at: support@saunasupplyusa.com 

Resolution: We will work with you to arrange a replacement, repair, or refund as quickly as possible.

 

9. Missing Items; Reporting Missing Items: If any smaller parts are missing from your order:

Contact us within 3 days (preferably no more than 10 days for bulk items that require construction) of receiving your package.

If relevant, take pictures (e.g. empty packaging inside the order, damaged smaller parts), an text to us at our official number.

Provide your order number and details of the missing item(s).

  • Resolution:  We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.

 

10. Return and Refund Policy

  • Returns:

Returns are accepted within 30 days of receiving your order.

If there are unusual circumstances (e.g. the item could not be constructed due to damaged or missing parts), please let us know this as soon as possible, and we shall try to resolve the matter to your satisfaction, without necessitating return and replacement.  

  • Conditions for Returns: Items must be unused, undamaged, and in their original packaging.

Certain items (e.g., personalized or perishable goods) may not be eligible for return.

  • Return Shipping Costs:

Customer Responsibility: Return shipping costs are the customer's responsibility unless the item is defective or not as described.

Company Responsibility: If the return is due to our error, we will cover the return shipping costs.

Refunds: Refunds are processed within 7 days of receiving the returned item. Refunds will be issued to the origin payment method.

For More Information: Certain, special items (e.g. oversize, or those requiring special shipping arrangements) may have different return policies; check on this through information provided in the listing of the item, or during checkout. 

 

11. Incorrect Address

  • Address Accuracy: Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer. Also, check the details of your address in tracking info provided by the carrier, when you receive an email confirming shipment. 

  • Returned Packages: If a package is returned to us due to an incorrect address:

We will contact you to arrange reshipment.

Additional shipping charges may apply, depending on the source of the mistake.

 

12. International Customs and Duties

  • Customs Clearance: International shipments may require customs clearance, which can cause delays beyond our original delivery estimates.

  • Taxes and Duties:

Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility.

  • Customs Policies:

Customs policies vary widely by country. Please contact your local customs office for more information.

 

13. Contact Information

If you have any questions or concerns regarding your shipment, please contact us:

  • Customer Service Email: support@saunasupplyusa.com 

  • Customer Service Phone: +1-202-510-4030

  • Company Address:

    • Sauna Supply USA

    • 1700 Reisterstown Road, Suite 231

    • Pikesville, MD 21208

    • USA

Our customer service team is generally available Monday to Friday, 9 AM to 6 PM EST.

 

14. Changes to This Shipping Policy

Please bear in mind that we do not control the shippers. Since they can experience periods of disruption and delay in their service, we reserve the right to modify our Shipping Policy at any time, for the betterment of our Customer. Changes and clarifications will take effect immediately upon posting on the website. Kindly review this policy periodically.

 

Thank you for shopping with Sauna Supply USA!

We appreciate your business and are committed to providing you with exceptional service.