Shipping Policy

Shipping & Freight Delivery Policy

At Soul Retreat Saunas, we understand that purchasing a premium sauna is a significant investment in your wellness journey. Because our saunas are premium, high-quality, and heavy items, they cannot be shipped via standard small-parcel carriers (like UPS or FedEx). Instead, they are shipped securely via LTL (Less-Than-Truckload) Freight and include Curbside Liftgate Delivery at no extra cost to ensure a safe arrival.

Shipping Coverage Area

We ship exclusively to physical addresses within the continental United States. At this time, we do not ship to Alaska, Hawaii, U.S. territories, P.O. Boxes, or international destinations.

Order Processing & Pre-Shipment Verification

  • Ready-Built & Flat-Packed Kits: Standard stock units are processed and prepared for freight shipment within 3–5 business days.
  • Special Orders & Out-of-Stock Items: If a specific model or heater package is temporarily out of stock, production lead times may vary between 2 to 8 weeks depending on the manufacturer. Your estimated shipping timeline will be communicated promptly upon order confirmation.
  • Supplier Welcome Call: To ensure your absolute success and a seamless delivery, our premier manufacturing partners prefer to call you directly prior to shipping to share tracking details and confirm delivery expectations.

What to Expect on Delivery Day

  • Delivery Appointment Required: Once your sauna arrives at the local freight terminal near your home, the carrier will call you directly using the phone number provided at checkout to schedule a specific delivery window.
  • Curbside Liftgate Service: The delivery driver will bring the freight to the end of the commercial delivery truck, place it onto a motorized liftgate, and lower the pallet down to the curb or the edge of your driveway at ground level.
  • Driver Limitations: Freight drivers are legally and structurally restricted from moving the pallet up steep driveways, into your garage, or inside your home or facility. Maneuvering the boxes from the curb to your desired assembly location is the customer’s responsibility. Please ensure you have assistance available on delivery day.
  • Delivery Truck Access: Delivery trucks are large, full-sized commercial vehicles (such as 18-wheelers). If your address is on a narrow street, a steep hill, or has low-hanging trees that a semi-truck cannot physically access, please contact our support team before ordering so we can coordinate alternative delivery options with the carrier.

Freight Damage & Inspection Policy

Our manufacturing partners crate and pack our luxury saunas to the highest standards on wooden pallets. However, due to the immense size and weight of these units, freight damage can occasionally occur. If your sauna arrives damaged by the freight carrier, you will not be penalized—but you must follow our mandatory inspection protocol to ensure the carrier's insurance covers the claim.

Mandatory 3-Step Inspection Checklist

Before signing the driver's delivery receipt or allowing the truck to leave, you must perform a quick visual inspection:

  1. Count the Boxes: Count the physical items to ensure the total number of boxes matches the exact number listed on the driver's delivery receipt.
  2. Examine the Packaging: Inspect all sides of the shipment for external damage (e.g., torn shrink wrap, crushed box corners, punctured cardboard, or broken wooden pallets).
  3. Note the Paperwork: If you notice any signs of damage, wear, or missing items, you must write "DAMAGED UPON ARRIVAL" clearly on the driver’s paper or electronic Bill of Lading (BOL) before signing it. Be specific (e.g., "Box 2 crushed, 1 pallet broken").

Severe Damage Protocol

If the shipment arrives heavily compromised or completely destroyed:

  1. Write "Refused Due to Severe Damage" on the BOL.
  2. Refuse the delivery entirely so the carrier returns it directly to the manufacturer.
  3. Take photos and notify our support team within 48 hours of delivery so we can rapidly ship out a replacement unit.

Concealed Damage & Missing Components

  • 48-Hour Deadline: Once you accept the delivery, you have exactly 48 hours to fully unpack all boxes and check for hidden structural damage or missing components.
  • Our Guarantee: If you note damage on the BOL and send photos to support@soulretreatsaunas.com within 48 hours of delivery, we will arrange replacement parts or a replacement unit promptly once delivery paperwork and inspection photos are reviewed, at zero additional cost to you. Reports made outside this window fall outside carrier insurance guidelines and may incur out-of-pocket replacement costs.

Contact Information:-

We appreciate your trust in Soul Retreat Saunas and are committed to delivering both exceptional products and a dependable customer experience from order to delivery.

If you have any questions about your order, shipping, or delivery, our customer support team is here to help; please contact us at support@soulretreatsaunas.com

 

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