Customer Service

Free Shipping Promotion

For product orders over $100, you can rely on our free standard shipping within the lower 48 states. The Sauna Place strives to ship any in stock orders within a 24-48 hour period (aside from custom built orders). However, we recommend you call us to confirm availability if you are in need of any product in a expedited manner.

Exclusions:

1. Free Shipping applies to orders made at www.saunaplace.com and shipped within the lower 48 states. Orders shipped to APOs, Alaska, Hawaii, Puerto Rico, and other U.S. territories are not eligible for Free Shipping. 

2. The $100 minimum purchase is calculated after all other discounts are applied. Fees relating to shipping and handling will not be included to meet the $100 minimum for Free Shipping.

3. Certain products shipping with a Freight carrier may advise of additional surcharges to certain geographical areas. The Sauna Place retains the right to cancel any order that does not meet the pre-determined shipping cost included in the cost of the product if this charge is not paid. Please contact us to have these charges quoted based on your area.

4. The Free Shipping promotion will not apply to any order where a cancellation or return brings the total amount of the purchase to less than $100. If this occurs, the standard shipping charge will then be applied to the order to 

5. Orders that ship with the Free Shipping promotion will ship and deliver in the best way, determined by The Sauna Place. If special requests or expedited shipping are needed, please contact us to determine the additional cost that may be associated with your order.

Returns

We appreciate your business and will strive to do everything possible to make your purchase a pleasurable one. Following are the basic guidelines we follow on returns:

Most items must be returned within 10 days of receipt for a refund, exchange or in-house credit (minus shipping and handling). The customer is responsible for shipping expense and ensuring that merchandise is in new condition, in the original packaging with all of the manufacturer’s information. Returns are only accepted from orders sent to the United States and Canada.

No returns for refunds or exchanges shall be granted after 10 days of receipt.  A Return Merchandise Authorization (RMA) number is required on all returns. To obtain a Return Merchandise Authorization number simply email customerservice@saunaplace.com with a full description and reason for return. You will be notified of your “RMA” number.

A restocking fee of at least 15% may apply on returned items at the sole discretion of THE SAUNA PLACE. Further deductions will be made if goods returned are in a depreciated condition, damaged, or if re-crating or packaging is necessary.  The following items are non-returnable: electrical parts, previously installed equipment, buckets and ladles, back and head rests, aromatherapy oils, towels, room kits (both modular and pre-cut) and steam generators.

Once you have received a Return Merchandise Authorization (RMA) number from customer service, please ship items to the following address:

The Sauna Place
1505 Gould Drive
Cookeville, TN 38506
Attn:  Returns

*** NO REFUNDS OR RETURNS WILL BE GRANTED WITHOUT AN RMA NUMBER***

Refusals Delivered by UPS, USPS, FedEx, or RPS

If any item is refused for delivery by UPS, USPS, FedEx or RPS for reasons other than damage or our shipping error, the order will be subject to a 15% restocking fee plus any and all applicable shipping charges.

Refusals Delivered by Commercial Freight Companies

If you refuse an item that is delivered by a commercial freight company for any reason other than damaged merchandise or a shipping error by THE SAUNA PLACE, the order will be subject to a 25% restocking fee plus any and all applicable shipping charges.

Cancellations

Orders for pre-cut sauna kits, pre-built sauna rooms & steam generators can only be cancelled within 24 hours of order and cannot be returned. The Sauna Place is not responsible for delayed shipment due to shipping companies or back-logged manufacturers and distributers.  Some equipment has to be special ordered directly from the manufacturer or distributer and delays (while seldom) can occur. If your non-custom order is delayed more that a reasonable amount of time we will be happy to refund your money if you choose.  Shipping charges are non-refundable.

Freight Policies & Damage

While we always expect that your order will arrive in the condition we ship and package it in, it is your responsibility to ensure the item has not been damaged by the carrier during shipping. Please check for any damage upon delivery and note any such damage and or shortages on delivery receipt BEFORE the driver leaves. If boxes are in bad shape, or have any damage, please write that on the bill in case there is any concealed damage found later. Damage must be reported within 3 days to the truckline or a claim cannot be filed. Call The Sauna Place with any questions you may have.

What is a Freight Delivery?

Freight is delivered by Common Carrier to you, the consignee, at your business or home. Freight charges are figured from dock to dock or in residential deliveries to a curbside. Deliveries are made by a single driver usually in a tractor pulling a 28′ trailer. If the tractor and trailer are not able to make it to your business or residence due to weight restrictions, low hanging trees, narrow driveways or any other reason that is not the fault of the truck line, it is the responsibility of the Consignee to make arrangements to receive the shipment at a location agreed upon by the truck line and the Consignee or to pick up the freight at the local terminal. It is required that an adult be on hand to sign the delivery receipt and note any exceptions as indicated below. Any additional services requested by the consignee at the time of delivery are the responsibility of the consignee and not The Sauna Place. These additional services include, but are not limited to: (1) Inside delivery, (2) lift gate delivery, unless purchased, (3) call before delivery, 24 hour notice, or appointments, and (4) Change of Delivery Address. It is the responsibility of the consignee to inform The Sauna Place of any problems that might occur prior to delivery. Freight charges are only figured by zip code and it is not possible for The Sauna Place to anticipate delivery problems without the assistance of the consignee.

What do I do when the shipment arrives?

When receiving your shipment it is important to do the following. Count all pieces of your freight. Even if your shipment arrived on a pallet there should be a piece count on the bill. Ensure that all pieces are accounted for. Check the shipment for any visible damage to containers. If the boxes are dented, crushed, scratched, punctured, or cut it is very important to mark this on the bill of lading. If there is a possibility of damage it may be necessary to open the box and mark the actual damage on the bill of lading. It is important to be specific. Boxes that have been dropped may not show obvious signs of external damage, so it is a good idea to check the heater and door boxes very carefully. You may want to open these boxes before the driver leaves to ensure that the contents do not have concealed damage. (It is the drivers right to not allow any boxes to be opened prior to signing for and accepting the shipment). Any damage not noted or reported after signing may result in the inability to file a claim or have a replacement provided.

What do I do if my shipment arrives visibly damaged?

Any external evidence of loss or damage that occurred during transit is considered visible loss or damage and must be noted on the bill of lading and signed by the carrier’s agent (driver). Failure to adequately describe the visible loss or damage could result in the carrier delaying or refusing to honor the freight claim. If the shipment is damaged and unusable, it may be necessary to refuse part or all of the order. Call The Sauna Place before refusing any shipment. Call The Sauna Place within 3 days of receipt of damaged goods. We will assist in filing a freight claim if the carrier is our normal in house carrier. If the carrier was chosen by the consignee then it will be the responsibility of the consignee to file such a claim. Should a shipment arrive with damages caused by the carrier, the carrier will return the merchandise “Dead Head” at no cost to either party. Do not attempt to return a damaged shipment (or any shipment) back to The Sauna Place without prior authorization.

What do I do if my shipment has internal damages the packing did not show?

Any damage that occurred during transit that was not visible at the time of delivery is considered concealed loss or damage. Due to rough handling in transit it is possible to damage the contents of a container without damaging the container. If such a situation occurs it is important to contact The Sauna Place immediately for instructions as to how to handle the claim. If a claim is to be filed it is important to save the container that the damaged merchandise arrived in.

Warranties

We warrant all of our products to be free from defects in material and workmanship and agree to remedy any such defects.  All warranties exclude postage and handling charges as well as charges for removal and installation. Warranties vary by product, but in general it should be understood that all warranty work must be done by THE SAUNA PLACE.  Any unauthorized work by anyone else will void your warranty.