We Value Our Customer Service
SHIPPING NOTE: Any UPS orders placed after 11am PST can NOT be shipped until the next day. Incomplete or incorrect addresses may result in packages NOT delivered or returned and we do NOT refund freight charges in those cases.
CANCELLATIONS: Cancellations older than 60 days are subject to a 20% restocking fee.
RETURNS: We are happy to assist in processing returns of any item within 60 days. The item needs to be received in new condition and in the original packaging. Return shipping costs apply. Returns older than 60 days are subject to a 20% restocking fee.
REFUNDS: Subject to your return date, we refund up to 97% of the total of your order, as the payment processor takes 3% no matter what. We refund 100% if paid by cash, check or bank transfer.
LEAD TIMES in 2022: If you're ordering a sauna kit or a sauna door, PLEASE understand our lead times for production FROM ORDER DATE are:
- PRE-FAB SAUNAS: 22-24 weeks
- PRE-CUT SAUNAS: 14-16 weeks
- SAUNA DOORS: 10-12 weeks
- SAUNA BENCHES: 6-8 weeks
COMMON CARRIER LTL (Less Than Truckload) SHIPMENTS or SHIPMENTS GREATER THAN 150 LBS:
The shipping charge shown on my order is only an estimate. On the actual ship date, your shipping container's size, weight, fuel charges, insurance and other conditions may be reassessed.
By agreeing to our Terms and Conditions, you agree to the following
If the shipping charges exceed 5% of today’s estimate ...
- First, I will be informed and if I agree I will pay the extra shipping amount, OR
- If I do NOT agree, I will receive a REFUND on my entire order up to 97% of the amounts paid by credit card less charges for any items already received or picked-up.
- I do have the option to pick-up my shipment at the terminal and potentially save money or time.
Note, Common Carrier Shippers require 5-9 business days to move freight around the country after it leaves Cedarbrook Sauna + Steam.
Details of Delivery / What to Expect with Oversized Items
If you are ordering an oversized item, it is important to acknowledge these details:
- In many cases, oversized items (especially sauna kits) may NOT fit safely on the truck's lift gate. The safety decision of the actual delivery is at the discretion of the driver at the scene. Sometimes, unloading the contents off the back of the truck by hand will be required by the customer.
- Organizing your materials is a necessary step best accomplished ASAP as common carriers only guarantee curb-side delivery. After which, it is your job to move your materials to a better location on your property. There is a 30 minute time window for delivery and the hand-carrying process may take up to an hour, of course less with more help.
- You may consider this step a prompter to get your cedar materials organized on your project site. Ideally, plan for one or two able-bodied workers to perform any offloading and dollying to your project site.
- Coordinating the delivery times will be organized through the carrier's destination terminal and the customer's availability.
Your financial information is safe. We go to great lengths to keep your financial information private and safe. All credit card transactions occur in a secure area of OFF SITE to protect you from any loss, misuse or alteration of information collected. If that security were ever breached, it would cost you nothing - so you can buy online with confidence.
We use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. The SSL encrypts, or translates, your order information into a highly difficult to decipher code, which is processed immediately.
American Express customers please note that we can NOT refund processing fees if you cancel your order. PayPal, our Credit Card processor charges these fees regardless of refund status.
Your transactions are secure. When you've finished shopping and begin the checkout process, you will move into the secure area of our site. A warning window may pop up to notify you that you are entering this "safe" area. Once you've entered, the page address (URL) will change from HTTP to HTTPS, to let you know you are in a secure area. Also, a key or a closed lock will appear in the lower left hand corner of your screen to notify you of this change. You will remain in this secure zone for the entire checkout process.
If you have additional questions, please call us toll-free at 1-800.426.3929. Thank you for your business.
