SHIPPING PROCESS
Many packages that leave Empire Saunas are large and must ship via freight carriers. These shipments require special treatment for seamless successful delivery. Unlike small parcels (traditional UPS and FedEx), clear and timely communication is critical to a well-executed delivery.
LTL (Less Than a Truckload)
LTL shipments are larger materials that are palletized and ship via specialized carriers. Most of the transit will occur on a typical semi tractor-trailer. This is a 53-foot-long full semi-trailer. Most LTL fleets do not have smaller box trucks readily available, so we should be setting expectations for a full 53-foot trailer. Once the cargo reaches a distribution hub near the end customer’s location, the trucking company will call to arrange delivery with the customer. Please educate your customers to expect the call and share with them that they need to answer these calls and schedule delivery quickly (typically within 24 hours). If they are not responsive, the carriers will charge us storage fees per day to hold the cargo until it can be delivered.
Liftgate delivery
Many of the shipments can be unloaded from a truck on a lift gate. A lift gate is a large metal shelf that attaches to the back of the truck, flips down, and is used to lower the cargo to the ground safely. Liftgates can accommodate shipments that are 48” Wide, 90” Long and 80” Tall. The weight limit is typically 1800 pounds for many carriers, but as high as 2500 pounds for a few carriers. Larger/heavier shipments may limit our carrier choices and incur additional expense. Examples of
LTL Shipments: Wood burning sauna stoves, wood shipments, doors, and boilers.
Larger Than Liftgate LTL Shipments
Some shipments will be larger than what liftgates allow. In those cases, the options are to deliver to a site with a loading dock (see below) or hand unload the shipment. Hand unloading means the truck will show up, and the customer needs to work with the trucker to open the shipment and unload the pieces by hand from the back of the truck. The trucker will facilitate but not actively participate in the unloading. For many shipments, it is recommended to have two (or more) people available for hand unloading. Examples of Larger than LTL shipments: wood orders over 8ft long, modular rooms over 86in.
Loading Dock Delivery
Some commercial addresses will have a loading dock. When this occurs, a lift gate is not needed, and the cargo can be unloaded directly from the truck onto the customer’s loading dock.
LARGER THAN LTL EXAMPLES
• 9FT & 10FT WOOD ORDERS
• MODULAR ROOMS MORE THAN 86”
Important Considerations
Responsiveness and clear communication are key. The customer must be aware the shipment is coming and to be prepared to respond quickly and work with the trucking company to arrange delivery. It is important that someone responsible is available at the time of delivery and educated on what is needed for a successful transaction. The customer is expected to thoroughly inspect the shipment at the time of delivery for any signs of potential damage that may have occurred during transport. If there is any visible sign of damage, the customer should take clear photos of the damage and note the damage on the delivery receipt before signing for and accepting the shipment. If upon inspection it is determined that the shipment is severely damaged, the customer should take clear photos, note the damage on the delivery receipt, and refuse the shipment altogether.
All LTL shipments are “curbside delivery.” This means the truck will pull up in the street, unload the cargo via liftgate, and place it at the end of the driveway for the customer to then take care of. Standard delivery does not include putting it inside the house or garage or in any other location.
There are options for placement beyond curbside, and options for the trucking company to hand unload. These are available options for additional cost, and the additional cost can be significant. If there is interest in these options, please contact support@empiresaunas.com for quote.
Flatbed
Flatbed shipments are for exceptionally large products that cannot be delivered via standard LTL carriers. These are vastly different deliveries from the LTL method. A long flatbed trailer will be loaded with multiple shipments and travel across the country to the appropriate destinations. These trucks are the same size and length as a common semi tractor/trailer. Products are placed on the flatbed trailer, covered with a heavy-duty tarp, and strapped in place.
Upon arrival, the customer must have an appropriate forklift or crane to unload and place the products they purchased. It is important to note that the customer is responsible for renting the necessary equipment to unload the product. The flatbed driver will just navigate to the location, they do not assist with unloading in any way. The customer must find their own equipment to unload and either operate it themselves or hire someone to do so. Each product has different
requirements, so work with your contact to be sure you have the proper requirements for equipment needed for unloading.
There are a much smaller number of carriers and flatbed trucks traveling around the country. As a result, both capacity and transit times will be less predictable than LTL. When we know we have a flatbed shipment, we reach out to carriers for timelines. It can take a week or more to secure a shipment. Once we have it secured, the delivery timeline and details will be shared with the customer. Flatbed shipments do not go through hubs or warehouses but go direct from destination(s) to delivery point(s). Once they are picked up, transit is faster, and communication is even more critical. We will provide a delivery window, and the trucking company will call when they are 2-4 hours away. When they arrive, the cargo must be inspected and unloaded, then they will move on to other commitments.
FLATBED EXAMPLES
• ALL OUTDOOR FULLY ASSEMBLED ROOMS
RETURN POLICY
Empire Saunas only accepts returns of new and uninstalled items within 30 days of purchase. Please contact support@empiresaunas.com to begin the returns process. If the return is required due to damage, please include pictures, and whether the shipping damage was noted upon signing for the delivery. Empire Saunas covers the shipping costs for returns due to shipping damage or an Empire Saunas error.
If customer wants to return the product, note that you are charged with a restocking fee of 25% for returns. We strongly recommend that items are shipped back to Empire Saunas insured using the same method it was shipped out, Ground or LTL. Once the product comes back to Empire Saunas, it is inspected for damage. If there is no damage, you will be issued a credit for the full amount that you paid, less any required new boxing fees ~$20-$50 depending on the product. If the product is damaged, you will be notified to issue a claim with your shipper.
