Shipping policy

Shipping & Delivery Policy

At Rocky Mountain Saunas, we strive to provide a delivery experience that reflects the quality and craftsmanship of our products. Because our saunas are large, premium freight shipments requiring specialized handling, customers should carefully review the following shipping, delivery, inspection, and return procedures prior to purchase.

Our team works closely with trusted freight carriers to coordinate safe and efficient delivery; however, freight shipments may occasionally experience delays, scheduling adjustments, or transit-related damage that are outside of our direct control.

Shipping Time Frames & Order Processing

In-stock sauna models typically ship within approximately 48–72 business hours after the order has been processed and payment has been confirmed. Transit time to your home is generally between 7-10 business days. 

For sauna models that are temporarily back ordered or awaiting inbound inventory, shipments will be released once the incoming inventory has been received, unloaded, and processed by our warehouse team.

To ensure fairness and accuracy, all orders are fulfilled in the order they are received. While we make every effort to provide accurate shipping estimates, delivery timelines may vary depending on inventory availability, freight scheduling, seasonal demand, weather conditions, and carrier transit times.

Freight Delivery Information

Most Rocky Mountain Saunas products ship via freight carrier due to the size and weight of the shipment.  Once tracking information is generated, the tracking number will be provided to you via email. 

Standard freight service generally includes:

  • scheduled delivery appointment
  • liftgate unloading service
  • movement of sauna via pallet jack
  • curbside or threshold delivery

Freight carriers are responsible for unloading the shipment from the truck but are not responsible for indoor placement, assembly, packaging removal, or installation.

Saunas will arrive in multiple cartons secured to one or more pallets.

An adult age 18 or older must be present to inspect and sign for the delivery.

Delivery Inspection Guidelines

Shipping damage during freight transit is uncommon, but because sauna shipments are large and handled through commercial freight carriers, we recommend customers briefly inspect all cartons and pallets upon delivery.

Our saunas are packaged with heavy-duty protective materials specifically designed to absorb the normal bumps and wear that can occur during transportation. In many cases, minor scuffs, dents, or cosmetic damage to the outer cartons do not indicate damage to the sauna itself. The packaging is intended to take the impact while protecting the contents inside.

Before signing the delivery receipt, we encourage customers to look over the shipment for any significant signs of freight damage such as:

  • punctured cartons
  • severely crushed corners
  • torn packaging
  • broken pallets
  • major impact damage

If noticeable damage is present, please:

  1. Accept the delivery and make a note of the damage on the delivery receipt or Bill of Lading
  2. Take photos of the packaging and affected areas
  3. Notify Rocky Mountain Saunas within 48 hours of delivery so our team can assist with the freight claim process (if necessary) at customerservice@rockymountainsaunas.com.

If visible damage is observed at delivery, it must be clearly noted on the delivery receipt or Bill of Lading at the time of delivery. Failure to note visible damage may limit our ability to pursue a freight claim with the carrier.

 Severe Damage (Clarification) 

If the shipment shows severe damage that may affect the structural integrity or safe use of the sauna, customers should contact Rocky Mountain Saunas before accepting the delivery whenever possible. 

While visible freight claims are rare, documenting any concerns at the time of delivery helps ensure any shipping-related issues can be resolved as quickly and smoothly as possible.

Concealed Freight Damage

In some situations, concealed freight damage may exist even when the external packaging appears undamaged.

Customers should unpack and inspect all sauna components within five (5) calendar days of delivery.  Failure to report concealed damage within this time frame may limit or void carrier liability. 

If concealed damage is discovered:

  • retain all original packaging materials
  • photograph the damaged components
  • contact Rocky Mountain Saunas promptly for claim instructions

Because freight drivers may not remain onsite during unpacking, customers are encouraged to write “Possible Concealed Damage” on the delivery receipt whenever there is concern about the condition of the shipment.

Minor cosmetic wear to outer packaging can occur during normal freight transit and does not necessarily indicate damage to the sauna itself.

Delivery Delays, Storage & Additional Freight Charges

Customers are responsible for ensuring delivery contact information is accurate and current and that someone is available to coordinate delivery scheduling with the freight carrier.

Additional freight-related charges may apply for:

  • missed delivery appointments
  • rescheduled deliveries
  • re-delivery requests
  • storage fees
  • rerouting requests
  • address changes after shipment
  • specialty delivery services

These fees are the responsibility of the customer.

Once a shipment arrives at the local freight terminal, customers must respond to carrier scheduling attempts within two (2) days of first contact.

Both the freight carrier and Rocky Mountain Saunas may attempt contact by phone and email. If delivery cannot be scheduled after reasonable contact attempts, the shipment may be rerouted or returned and additional freight fees may apply.  Any additional fees are the responsibility of the customer.

Rocky Mountain Saunas is not responsible for shipping delays caused by freight carriers, weather conditions, supply chain disruptions, terminal congestion, labor shortages, or other circumstances outside of our reasonable control.

Order Holds

Customers may request their order remain at our warehouse for up to 30 days free of charge before shipment.

After 30 days, storage fees of $100 per month will apply.

Orders left unclaimed for more than 6 months will be canceled and all monies considered forfeited.  

Orders cancelled during the hold time frame will be cancelled and refunded less:

  • accumulated storage fees
  • a $395 restocking charge
  • a $200 administrative processing fee

Order Cancellations

Orders may be canceled prior to shipment by contacting Rocky Mountain Saunas customer support.

An order is considered shipped once freight documentation, including a Bill of Lading or carrier tracking information, has been generated.

If an order is canceled before shipment, Rocky Mountain Saunas reserves the right to deduct applicable non-refundable expenses, including:

  • payment processing fees (up to 4.5%)
  • administrative costs (up to $850)
  • custom order expenses
  • other non-recoverable charges associated with the order

Once an order has entered the shipping process or departed our warehouse, cancellation is no longer available and the order will instead be handled under the applicable return policy.

30-Day Return Policy

Rocky Mountain Saunas offers a 30-day in-home trial period beginning on the date of delivery for eligible sauna models.

To qualify for return approval:

  • the return request must be submitted within 30 days of delivery
  • the sauna must remain in good condition with no excessive wear, misuse, or modification
  • The unit is fully disassembled and packed back into its original packaging and pallet 
  • All accessories, components, manuals, and packaging materials are returned

Return freight charges are the responsibility of the customer. A return shipping fee of $1,500 will be charged, unless otherwise required by law.

Approved return pickups may require approximately 1–4 weeks to coordinate depending on carrier availability and customer location.

All returned products are subject to inspection upon receipt. Refunds may be reduced or denied if returned items are damaged, incomplete, improperly packaged, or show signs of unreasonable use.

For orders originally shipped under free shipping promotions, the outbound freight cost may also be deducted from the approved refund amount.

Unauthorized returns may be refused.

Defective Products & Warranty Claims

Returns and warranty claims are handled separately.

Customers who believe their sauna contains a manufacturing or workmanship defect should contact Rocky Mountain Saunas to begin the warranty claim process.

Rocky Mountain Saunas provides a Limited Warranty covering qualifying manufacturing defects under normal residential use and proper installation for 10 years on indoor saunas, 

Most product concerns can be resolved through:

  • technical support
  • troubleshooting assistance
  • replacement components
  • repair solutions

If a product is determined to contain a qualifying defect, Rocky Mountain Saunas may, at its sole discretion:

  • repair the product
  • provide replacement parts
  • replace the affected component
  • approve refund or replacement where appropriate

Warranty coverage does not include:

  • labor or contractor costs
  • electrical upgrades or modifications
  • installation or removal expenses
  • freight damage 
  • misuse, neglect, improper installation, or unauthorized modifications
  • relocation or re-installation after assembly

Customers are responsible for providing proof of purchase, photographs or video of the issue, and cooperating with troubleshooting procedures before warranty remedies are approved.

Visit our Warranty page for full warranty information. 

Non-Returnable Products

The following items are generally considered non-returnable unless otherwise required by law:

  • custom-built or made-to-order products
  • clearance or final-sale inventory
  • modified sauna models
  • products not returned in original packaging
  • products damaged after delivery
  • assembled or installed saunas that cannot be safely returned

Refund Processing

Approved refunds are typically issued to the original method of payment.

Refund processing timelines may vary depending on financial institutions and payment providers.

Rocky Mountain Saunas reserves the right to fully inspect returned merchandise prior to issuing any refund.