Shipping/Delivery

Last Updated: 5/16/25

At East Coast Saunas, we strive to provide clear communication, reliable delivery, and exceptional service for all your sauna needs. Below is an overview of our shipping process, terms, and customer responsibilities to ensure a smooth delivery experience. 

Shipping Details

Standard Shipping

• Sauna heaters and accessories ship free across the Continental USA(unless noted otherwise on the product pages).

• Orders under $199 are subject to a small order shipping fee.

• Shipments outside the Continental USA (e.g., Canada, Alaska, Puerto Rico, Hawaii) require a custom shipping quote. Contact support@eastcoastsaunas.com for details.

Curbside Delivery

• All shipments are delivered via curbside delivery if they can be lowered using a liftgate, unless otherwise specified on the product page. For items that are too large or heavy for a liftgate, alternative delivery arrangements must be made in advance.

• Curbside delivery” refers to drop-off at the street or curb. Drivers are not required to deliver freight into driveways, garages, or inside your home. Inside delivery is only available if arranged at the time of purchase and will incur additional charges, which are the customer’s responsibility.

• If the carrier is unable to reach your location due to factors such as narrow roads, low-hanging trees, or weight restrictions, it is your responsibility to coordinate an alternative delivery location with the carrier or arrange to pick up the shipment at the nearest terminal.

 

Freight Delivery Guidelines

Freight Carrier Responsibilities

• Deliveries are made by a single driver, typically in a tractor pulling a 28-foot trailer, or a flatbed truck (For Larger Orders of Sauna Units).

• Additional services, such as inside delivery, lift gate assistance, or appointment scheduling, are available upon request for an additional fee and must be arranged in advance. The cost of these services is the customer’s responsibility.

Customer (Consignee) Responsibilities

• An adult must be present to receive and sign for the shipment.

• Notify East Coast Saunas in advance of any potential delivery issues (e.g., narrow driveways, special access requirements).

• Freight charges are calculated based on the delivery ZIP code and do not factor in unexpected delivery obstacles. Your cooperation is crucial to prevent delays or additional fees.

Delivery Inspection & Claims

When Your Freight Arrives

1. Count All Pieces: Verify that all items listed on the bill of lading are accounted for. Even if your shipment is palletized, ensure the piece count matches the bill of lading.

2. Inspect for Visible Damage: Check all boxes for external damage (e.g., 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”).

  • If damage seems extensive, open the box to inspect the contents while the driver is present (if allowed).

1. Document Damage: Take photos of the damaged packaging and contents before opening the boxes further.

2. Sign the Bill of Lading:

• • If no damage is visible, sign the bill as “OK until further inspection.”

  • If damage is visible, note the details on the bill and sign. Ensure the driver also signs the bill.

Refusing a Shipment

• If the shipment is severely damaged and unusable, you may refuse part or all of the order.

• Contact East Coast Saunas before refusing any shipment.

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

Damage Claims

1. Visible Loss or Damage

• • Any visible damage must be noted on the bill of lading at the time of delivery. Failure to do so may result in the carrier denying the claim.

1. Concealed Loss or Damage

• • If damage is discovered after delivery, contact The Sauna Heater within 24 hours. Save all packaging and damaged items for inspection.

  • We will assist with filing a claim if the shipment was sent via our standard carriers. If you chose the carrier, it is your responsibility to file the claim.

Important: Do not attempt to return damaged goods without prior authorization. Unauthorized returns may result in additional charges or delays.

 

Inspection Window for 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. This policy ensures timely resolution of any issues and prevents delays for all parties involved.
  
  
• To report missing items, please contact us at:
  • Email: support@eastcoastsaunas.com
  • Phone: 516-507-8047

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

Order Processing & Cancellation Policies

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 will notify you and provide an updated timeline.

Order 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 allowed once an item has shipped.

Manufacturer Delays

• Backordered Items: 

  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 will keep you in the loop if this is the case.

White Glove Delivery

For customers seeking additional delivery services, White Glove Delivery is available at an additional charge:

• Delivery to the room of choice

• Minor assembly (does not include heater installation)

• Removal of packaging materials

Note: White Glove Delivery must be arranged before shipment. Contact support@eastcoastsaunas.com for pricing and availability.

 

Contact Us

For questions or concerns about your order, shipping, or claims, contact us:

• Email: support@eastcoastsaunas.com

• Phone: 516-507-8047

• Business Hours: Monday–Sunday, 9 AM–5 PM EST

By placing an order with East Coast Saunas, you acknowledge and agree to the terms outlined in this Shipping Policy.