SHIPPING AND DELIVERY INFORMATION
Order Confirmation and Lead Times
Order Confirmation: After placing your order, you will receive an email confirmation with your order number and estimated lead time. This confirmation means we have received your order in our system and pre-authorized your credit card for the purchase. We’ll keep you informed throughout the process, from crafting to shipping your custom sauna or hot tub. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via email. For items available for immediate shipment, we will send you tracking information within 24 hours of your order leaving the warehouse to the email address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at support@roseglowsaunas.com.
Lead Times: Our saunas and hot tubs are custom-made and delivered as prefabricated kits. Please anticipate a 4-6 week lead time for production and delivery. Current lead times are provided during checkout and confirmed via email.
Shipping and Delivery Information
Free Shipping: Shipping is free to most residential areas in the contiguous United States, excluding Alaska, Hawaii, and some remote locations. Additional charges may apply for remote areas or oversized items:
- Alaska: Approximately $1,500
- Hawaii: Approximately $2,250
For specific product dimensions and weights, visit our Resources Page and select your sauna size under the Measurements Section.
Receiving Your Delivery
Residential Delivery: We offer standard residential delivery, which includes liftgate service to unload the crate curbside at your home. This option usually takes between 7-12 days to arrive at your doorstep after you have submitted your order.
Commercial Delivery: Available at no additional charge to businesses in the USA. An appointment is required, and a signature is necessary upon delivery.
Delivery Process: The freight carrier will contact you to schedule a delivery appointment once your product arrives at the nearest terminal. Please ensure someone is available to inspect and sign for the delivery.
DELIVERY POLICY
Inspection Required: Upon delivery, inspect the crate and product for any visible damage or item shortages. Do not sign the delivery receipt until you confirm that the product is in good condition. Any damage noted at delivery will be covered by our warranty.
Reporting Damage: If you discover concealed damage after opening the packaging, report it within 48-72 hours. Contact us at (619) 892-8126 or email support@roseglowsaunas.com to resolve any issues.
Additional Charges:
Extra charges may apply if:
- Restricted Access: Your location is not accessible by standard delivery vehicles (Class 6 or larger) – additional fees vary by location.
- Oversized Crates: The crate exceeds 92” and cannot be offloaded using a standard liftgate. Alternative offloading methods may be necessary, which may incur additional costs depending on the method chosen (e.g., hiring a moving company or using forklift equipment).
- Storage Fees: You are unavailable to receive the delivery within 48 hours of being contacted by the freight company to make the delivery appointment. Storage costs are $100/day.
Changing Address: If the order has processed or shipped and you'd like to change your address, we will do our best to accommodate this change. Please expect delays for all address changes. However, if there are any additional charges from our freight companies because of this change, they will be paid by the customer. No exceptions apply.
SAFE HANDLING AND WARRANTY COVERAGE
Safe Handling: We ensure all products are securely packaged to protect them during transit.
Warranty Coverage: Any damage noted at delivery or reported within the specified timeframe will be covered under our warranty. We will replace any damaged or missing parts promptly.
Damages That May Occur During the Shipping Process
While damage is uncommon, it’s important to be aware of the two types of damage that can occur during shipment:
- Visible Damage: This includes any damage to the container or crate, which should be immediately noted on the delivery receipt. Please be as detailed as possible.
- Concealed Damage: This refers to damage to the contents that is only discovered after opening the packaging, even if the outer container appears undamaged.
If you notice visible damage or item shortages at the time of delivery, make sure to document these on the delivery receipt. For concealed damage, it must be reported within 48-72 hours of delivery, as outlined in our checklist.
We will replace any damaged or missing parts, provided that you notify us within 72 hours of receiving the shipment. Claims made after this period will not be accepted.
Shipping Times
All shipping times are estimates and should not be taken as a guarantee. We make sure our vendors are aware of new orders to get them shipped out as soon as possible. If a customer decides to cancel an order due to a shipment not arriving in the estimated time frame, the customer is responsible for all associated shipping charges, fees, warehouse storage costs, and any other fees associated with the order. Any customer that files a chargeback for delays in shipping will be held criminally liable for theft. No exceptions apply.
Shipping Options
- Curb-side Pickup: Our base shipping option is always completely free! This option usually takes between 5-15 days to arrive at your doorstep after you have submitted your order.
- Threshold Shipping: This involves the item being brought onto your porch, or into a sheltered/garage area.
- White Glove Delivery: This includes the item being brought into your room of choice, any minor assembly, and all boxes and packaging removed from your house.
BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.