Shipping & Returns

Terms & Conditions

All sales are subject to these Terms & Conditions. The Sauna Place reserves the right to update these policies at any time without prior notice; the version posted at the time of purchase governs that transaction. All orders are subject to acceptance and product availability. The Sauna Place reserves the right to refuse or cancel orders due to pricing errors, product unavailability, suspected fraud, or other circumstances beyond our reasonable control.

Free Shipping Promotion

For product orders over $200, 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 an 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 $200 minimum purchase is calculated after all other discounts are applied. Fees relating to shipping and handling will not be included to meet the $200 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 $200. If this occurs, the standard shipping charge will then be applied to the order.
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 30 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 30 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. Additional deductions may also apply for missing packaging, cleaning, or inspection labor. 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. Also non-returnable and non-refundable: sauna heaters, controls, infrared panels, custom room kits, custom lumber packages, custom glass, custom doors, and special-order items.

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

The Sauna Place
984 Humble 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

Stock orders may be canceled prior to shipment. Orders for pre-cut sauna kits, pre-built sauna rooms & steam generators can only be cancelled within 24 hours of order, provided production or procurement has not begun, and cannot be returned. Once fabrication, procurement, or production begins, cancellation is not permitted. 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 than 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 the 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.

Damage on parcel shipments (UPS/FedEx/USPS) must be reported within 24 hours of delivery; freight shipments within 72 hours (3 days), consistent with the truckline reporting window above. Claims must include photos of the packaging, photos of the damage, the delivery receipt, and a description of the issue. Failure to report within the required timeframes may void claim eligibility. Do not refuse freight without contacting The Sauna Place. Installation or use of damaged products may void freight claims.

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, steep 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 driver’s 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.

Pricing and Purchasing Disclaimer

All prices on this website are subject to change without notice. While we make every effort to provide you the most accurate, up-to-date information, occasionally items on our website mistakenly get mis-priced. In the event a product is listed at an incorrect price due to typographical, photographic, or technical error or error in pricing information received from our suppliers, The Sauna Place shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. If an item’s correct price is lower than our stated price, we will charge the lower amount and ship you the item. If an item’s correct price is higher than our stated price, we will cancel your order and notify you of the price error and order cancellation. You will, of course, have an opportunity to purchase the item at the correct price, if you so wish. We also reserve the right to cancel your order if we find that the item(s) that you have purchased are found to be unavailable.

Shipping Disclaimer

We reserve the right to substitute “like” shipping methods when we deem it’s necessary. Free shipping promotions apply only where expressly stated and may exclude certain freight and parcel items, as well as remote delivery locations.

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.

Unless otherwise stated, products are warranted to the original purchaser to be free from defects in materials and workmanship under normal residential use for one (1) year from the purchase date. Certain products may carry extended manufacturer warranties. All warranties exclude shipping, removal, labor, and installation costs.

The warranty excludes:

• Improper installation
• Improper wiring
• Voltage issues and surges
• Misuse, abuse, or negligence
• Unauthorized repairs or alterations
• Lack of maintenance
• Commercial use unless approved
• Normal wear items including heating elements, relays, contactors, bulbs, seals, gaskets, and sauna stones
• Shipping damage after delivery
• Improper storage

Natural wood characteristics are not defects, including: knots, grain variation, color variation, checking, expansion, contraction, resin seepage, and seasonal movement.

Warranty Claim Process

Warranty claims require review and approval by The Sauna Place and/or the original manufacturer. Claims may require troubleshooting, photos, video, serial numbers, diagnostic testing, proof of installation, or return inspection. The Sauna Place retains sole discretion in determining whether a defect is warrantable. Remedy may include repair, replacement, store credit, refund, or an alternative remedy. Replacement parts may be new, refurbished, or equivalent.

Installed Electrical Product Policy

For safety and quality-control reasons, electrical products that have been installed, wired, energized, mounted, or placed into service may not be returned for refund, exchange, or credit except in cases of verified manufacturing defect. This includes but is not limited to heaters, controls, IR panels, steam generators, sensors, contactors, relays, transformers, and power supplies. Products showing evidence of installation, wiring, terminal compression, tool marks, scratches, environmental exposure, modification, or energization may be rejected for return and returned at customer expense. The Sauna Place retains sole discretion in determining cause of failure.

Custom Products Policy

Custom products include but are not limited to custom sauna kits, Cedro saunas, custom doors, custom glass, custom-cut lumber, built-to-order benches, and special-order components. These products are non-cancelable and non-returnable once production, procurement, or fabrication begins. The Sauna Place does not warrant final fitment resulting from inaccurate customer measurements, improper framing, improper ventilation, vapor barrier mistakes, site conditions outside our control, or customer/contractor installation errors. Customer approval of plans, drawings, or specifications constitutes acceptance of the final design, and the customer bears responsibility for site verification.

Limitation of Liability

To the fullest extent permitted by law: The Sauna Place makes no warranties beyond those expressly stated herein; implied warranties are limited to the duration of written warranties; and liability shall never exceed the purchase price paid. The Sauna Place shall not be liable for labor charges, electrician fees, installation costs, removal costs, reinstallation costs, project delays, lost profits, property damage, or consequential damages.

Governing Law

All disputes arising from purchases from The Sauna Place shall be governed by the laws of the State of Tennessee. Any legal action must be brought exclusively in state or federal court located in Putnam County, Tennessee.