Return and delivery

We want you to be completely satisfied with your purchase. Please take a moment to familiarize yourself with our return policy.

Return policy

1. We will refund your order if it is canceled at least 48 hours before shipment.
2. If order is canceled after shipment, customer will be responsible for return shipping costs and will be charged a restocking fee equal to 30% of order value (before taxes).
3. Sauna or products must be returned in their original packaging. Credit will be issued after product inspection to ensure all items are included and in good condition.
4. To make a return, please contact us at the following address: info@saunaco.ca

Delivery

We offer free domestic shipping on all of our saunas to ensure a surprise-free customer experience for our customers.

To be eligible for free delivery, the delivery address must be located in Continental Canada and must allow access to a 53' semi-trailer. If the delivery address is very remote or difficult to access, Sauna Co reserves the right to charge additional shipping costs. You will be notified before we process the order if we need to charge these fees.

We sincerely understand that you are eager to receive your sauna, however, please note that the exact date and time of delivery is beyond our control as it depends on the delivery company's availability and schedule.

Rest assured, as soon as your sauna leaves the factory, we will send you an email with the carrier information and tracking number for your order.

When the sauna arrives in your area, the shipper will contact you to arrange a delivery appointment. He will tell you a delivery date and a time slot which generally ranges from 4 to 8 hours. If you have something unforeseen and you will not be available to receive the delivery, we recommend that you arrange for someone else to be there on your behalf.

Please understand that we cannot request holds, extensions or other delivery delays. However, if you need storage options, most shipping companies offer storage services for a nominal fee. Any storage agreement will be between you and the shipper only.

We appreciate your understanding and we're here to help you through the process. Please do not hesitate to contact us if you have any further questions or concerns.

Note that the products become the responsibility of the shipping company once the products are shipped. If you have any problems with the delivery, please contact the delivery company for assistance.

Your delivery address will be clearly indicated in the order confirmation. It is essential to ensure that you have entered the correct delivery address, as once the product has been dispatched we will not be able to change the delivery address. If a redirection to a new address is necessary, additional shipping costs will be charged to the customer.

We will make every reasonable effort to ensure prompt delivery of your sauna. However, we are not responsible for delays or damage caused by the carrier. Once the product has been shipped, it becomes the responsibility of the carrier and any complaints or problems must be addressed to them. Additional shipping and storage charges may apply.

Damaged or missing items:

All of our products are subject to rigorous quality controls before being shipped. In the unlikely event that you receive a damaged or faulty item, please contact our support team immediately at info@saunaco.ca. We will work with you to resolve the issue quickly and provide you with an appropriate solution, which may include replacement or repair.

If you receive an order with items missing from the shipping document, please follow these steps:

Note the missing items on the delivery note, contact the shipping company and have them look for the missing items. If the items cannot be found, please contact our customer service team at info@saunaco.ca .

Manufacturing process and production times:

There may be longer than expected production times, we apologize for any inconvenience this may cause and appreciate your patience and understanding. Please contact our team at info@saunaco.ca if you have any questions regarding your order.