Shipping & Delivery

How Your Materials Ship

All Custom Sauna Systems are shipped in a palletized crate and delivered curbside via a truck with a lift gate. Materials are securely packaged to protect every component during transit.

Deliveries are made to the curbside of the delivery address. The driver will lower the pallet to ground level using the lift gate. Interior carry or placement beyond the curb is not included with standard delivery.

We ship anywhere in the continental United States. Shipments to Alaska, Hawaii, or international destinations may require additional coordination and pricing — contact us for details.

Lead Times

Most Custom Sauna Systems arrive within 4–6 weeks from the date of order. Some materials or wood species may require longer lead times depending on availability. If your order is affected by an extended timeline, we'll notify you promptly with an updated estimate.

All lead times provided are estimates and may vary based on production schedules. Many of our products are made to order by specialized manufacturers, and production timelines can shift. We'll keep you informed throughout the process.

Scheduling & Receiving Delivery

The carrier will contact you or your contractor to schedule a delivery window. Someone — either the homeowner, contractor, or designated representative — must be present to sign for the delivery.

We recommend that your contractor or installer schedules the delivery so they can receive the materials directly and inspect them on arrival.

If no one is available to receive the delivery at the scheduled time, the carrier may attempt redelivery at an additional cost, or the shipment may be held at a local freight terminal for pickup.

Inspecting Your Delivery

Careful inspection at the time of delivery is critical. Please follow these steps while the driver is still present:

1. Check for visible damage. Inspect all boxes and the crate for external damage — dents, scratches, punctures, or crushed areas. If damage is present, document it on the Bill of Lading with specific details (e.g., "box dented on corner, puncture visible on side panel").

2. Open and inspect if needed. If damage appears extensive, open the crate to inspect the contents while the driver is present.

3. Take photos. Photograph any damaged packaging and contents before opening the boxes further. This documentation is essential for processing a claim.

4. Sign the Bill of Lading. If no damage is visible, sign the BOL as "OK until further inspection." If damage is visible, note the details on the BOL and sign. Make sure the driver also signs.

Concealed Damage

If damage is discovered after delivery that was not visible at the time of receipt, contact us within 24 hours at support@eastcoastsaunas.com with photos and a description of the damage.

Please save all packaging and damaged items for potential carrier inspection. Do not discard any materials until the claim is resolved.

Damage claims reported after 24 hours may not be eligible for replacement or refund, as carriers require timely notification to process freight claims.

Missing Items

Upon receiving your order, you have 7 calendar days to inspect your shipment in its entirety and report any missing items. This includes verifying that all components listed on your invoice or order confirmation are accounted for.

If missing items are not reported within this 7-day window, East Coast Saunas will not be responsible for providing replacements or refunds for unreported items.

We recommend documenting your inspection with photos and keeping all packaging materials until you've confirmed the order is complete.

Damage Claims & Replacements

If materials arrive damaged and the damage was properly documented on the BOL, we will replace the damaged items at no cost to you. We handle the claim process with the carrier on your behalf.

To expedite the replacement, please provide photos of the damaged items, photos of the packaging, and a copy of the signed BOL with damage notes.

Refusing a Shipment

If your shipment arrives severely damaged and the materials are clearly unusable, you may refuse part or all of the delivery. Please contact East Coast Saunas before refusing any shipment so we can advise on the best course of action.

Refused shipments due to documented damage will be returned to the carrier at no cost to you, provided proper documentation and procedures are followed.

If a delivery is refused for reasons other than visible damage or a shipping error on our part, return shipping costs and applicable restocking fees may apply.

Order Processing

Orders are processed within 1–2 business days and shipped based on product availability. If a product is not available for immediate shipment, we'll notify you with an updated timeline.

Some items may be backordered due to manufacturer lead times, particularly those made to order or manufactured in Europe. These delays are outside of our control, and all lead times provided are estimates based on current production schedules. We'll keep you informed throughout the process.

Cancellations

Orders can be canceled within 4 days of placement without penalty, provided the item has not shipped. After 4 days, cancellations are subject to a 3% cancellation fee to cover administrative costs. Cancellations are not possible once an item has shipped.

Delivery Issues

Incorrect address: Please ensure your shipping address is accurate at the time of order. Redelivery due to incorrect address information may incur additional shipping charges.

Storage fees: If a delivery cannot be completed and the shipment is held at a carrier terminal, storage fees charged by the carrier are the responsibility of the customer. We recommend scheduling delivery promptly once notified by the carrier.

Tracking Your Order

Once your order ships, we'll provide you with tracking information via email so you can monitor the delivery status. Freight shipments are tracked differently than standard packages — if you have any questions about your shipment's status, reach out and we'll get you an update.

Shipping Costs

Shipping costs are included in your project quote unless otherwise noted. Any additional charges due to redelivery, address changes, or special delivery requirements (such as residential liftgate service in areas where it's not standard) will be communicated before they are applied.