SHIPPING PROCESS
All saunas get delivered on 18-wheeler tractor trailer, or large semi-trucks. And it is curbside delivery only, they do not take the sauna indoors, only to the curb or end of the driveway for you.
a.Freight company won’t deliver without setting appointment first, customer can call freight carrier to expedite a delivery appointment setup
b.Freight company only delivers on weekdays
c.Freight company usually schedules in 4-hour windows
IMPORTANT INSTRUCTIONS
NOTE: If customer has an extra-long driveway or their residence is not accessible to an 18-wheeler. The customer will have to make arrangements with a personal vehicle to meet the driver on the nearest mainroad to transfer the product to their personal vehicle. The customer will need a full-size pick-up or SUV vehicle.The carrier does have a liftgate and can lower the liftgate to transfer the product.
ADDITIONAL SHIPPING CHARGES
1)Change of address charge:
a.Same city and freight terminal ($100.00)
b.Different city and different freight terminal ($175.00 and up)
2)Redelivery charge:
a.$100.00 for 2nd attempt
b.$185.00 for 3rd attempt
3)Storage charge:
a.$150.00 per day, after the 3rd day at the destination terminal.
DAMAGED PACKAGE
Also, once you do receive the sauna, please check the outer packaging for any kind of damage. If you notice any minor damage such as scratches, scuff marks, or small dents on the brown cartons, please make a note of it on the delivery receipt. If it’s obvious that the sauna inside the boxes has been damaged, then please refuse it. Softball sized holes are indicators that the freight company ran into the sauna with a forklift. Also, all sauna boxes are delivered standing up. If they arrive lying flat on the pallet, then the sauna was dropped. Please check for any exposed or damaged wood. If, however you notice major damage such as softball sized holes or punctures that have gone through the box and damaged the wood inside then please refuse the delivery and we will ship you a replacement instead. If there is a hidden damage please contact us at support@empiresaunas.com and we will help you to resolve it.
CANCELLATION AND RETURN PROCESS
Buyer may cancel and return the goods to Empire Saunas, subject to the terms and conditions of this policy. Buyer shall assume all risk of loss associated with the return as well as shipping, handling, restocking and other fees, costs and expenses as described in this policy. Orders must be cancelled within 24 hours of purchase and all returns must be processed within 30 days of delivery. Empire Saunas reserves the right to refuse to refund any deposit or payment, or cancel any payment due, and any owing until such time as Empire Saunas a) is in receipt of the goods b) has inspected the goods and c) in the Sellers discretion, has found the goods to be free of damage. All refunds will be provided within 5-10 business days once the product has been returned to the warehouse and inspected for damage. All returned goods must be in their original packaging. Empire Saunas may refuse to refund all or any portion of any payment, or cancel payment due and owing if the Buyer fails to fully comply with or violates the terms and conditions of this policy.
SHIPPING, HANDLING AND RESTOCKING FEES
All cancelled orders and/or returned goods shall be subject to the following: a) storage fees and costs associated with routing the goods; b) handling and restocking fee of 25% of the total purchase for each sauna; c) all shipping costs to and from the Empire Saunas, and; d) a return merchandise authorization (RMA) number provided by Empire Saunas. Buyer’s failure to obtain the RMA number shall result in Empire Sauna not accepting any returned shipment and Buyer paying all costs and fees. All such costs and fees as determined by Empire Sauna shall be paid by Buyer to Empire Saunas upon demand by Empire Saunas. Contact us at support@empiresaunas.com to begin the return process.
FEE CHART
1)New. Must be original packaging. Never opened.
a.Original outbound charge (Flat rate shipping).
b.Return inbound charge (120% of outbound amount).
2)New. Must be original packaging.Opened, assembled, never used.
a.Original outbound charge (Flat rate shipping).
b.Return inbound charge (120% of outbound amount).
c.25% restocking fee.
3)Opened, assembled, and used.
a. No return accepted.
