Narvi NC Black 20" Wood Burning Sauna Heater

Our Responsibilities:

TRUCKING COMPANY RESPONSIBILITIES

1) Making an appointment to deliver your sauna
2) Delivering your sauna to the end of your driveway or curbside
a. The trucking company is NOT responsible for unloading the sauna
b. The trucking company is NOT going to back their truck into your driveway
c. Most times the trucking company will deliver with an 18 wheel truck
i. Will this size truck fit on your road or neighborhood?"

3) If the sauna crate is less than 92” (7 feet), the trucking company may have a lift gate on the back of the truck
which can be used to assist getting the sauna off the truck. 
4) If the sauna crate is more than 92”, there will not be a lift gate to unload the sauna crate and the customer needs to decide how they are going to get the crate off the truck. 

CUSTOMER RESPONSIBILITIES

1) Returning phone calls to the trucking company in a timely manner, to arrange delivery
2) Determining how the sauna is going to be unloaded from the truck
a. Crates will vary from 6 feet long to 14 feet long b. The crate’s weight will vary from 800 pounds to 1600 pounds, depending on the size of the sauna
3) Customer is responsible for unloading the sauna crate from the truck.
a. Suggested methods for unloading the truck
i. Use a forklift or other mechanical piece of equipment
1. When using a fork lift to pick up the crates, they must be picked up from the end of the crate and fork lift extensions are required.
ii. Renting a tilt tow truck to pick up the sauna from the local terminal and have it delivered to your home 
4) If the crate arrives damaged, you can accept the shipment, however, please take pictures of the damage, and note the damage on the shipper’s Bill of Lading (BOL). Immediately, contact Empire Saunas, so we can contact the shipper.
a. Mark the Bill of Lading (BOL) with “(Crate arrived open/damaged- Possible Hidden Damage.

Delivery, Unloading and Change of Address Policy

The customer is responsible for getting the crate off the delivery truck.
If the crate is 92” or shorter, it will fit on a liftgate, and the customer and the truck driver can lower the crate to the ground. If the crate is longer than 92” a liftgate will not be available to assist in lowering the crate to the ground.
Therefore, the customer will need to do one of the following options:

1) Arrange for a piece of equipment to be available to unload the crate
2) Use a trailer and pick up the crate at the delivery terminal
3) Rent a tilt tow truck and pick up the crate at the delivery terminal

If the customer cannot do any of the above and they want Empire Saunas to arrange for a tilt tow truck, we will provide this service for a cost. The cost will be $950 and we will add this charge to the customer account.

Change of Ship to Address

If the customer changes the ship to address prior to their order leaving the factory, we will change the address free of charge. However, if the customer changes the ship to address after their order leaves the factory there will be a $250 charge for this service and we will add this charge to the customer's account.

Storage Charges

After a sauna has shipped and arrived at the local delivery terminal, if the customer does not respond quickly to calls to arrange a delivery appointment, needs to determine how to unload the crate, needs to provide an alternate phone number or any other reason which creates a delay to the delivery of the sauna and the trucking company starts to charge storage fees, these storage fees will be added to the customer's account.

ORDER CANCELLATION POLICY

1) Up to 14 days from order entry – you can cancel the order without penalty
2) After 14 days, a $65.00 cancelation fee will apply
3) Within 7 days of the ship date, the order cannot be canceled

ORDER CHANGE POLICY

1) Up to 14 days from order entry – you can edit/change the order without penalty
2) After 14 days, a $65.00 edit/change fee would apply 
a. Examples: adding removing products, adding removing options, changing the ship to address, changing the shipping method, etc.
3) Within 7 days of the ship date, the order cannot be edited or changed
4) After the product has shipped, if the Customer wants to change the ship to address, a $250 fee will apply

RETURN POLICY

1) Our stated return policy is: We do not accept returns
a. It is very expensive to return products back across the border
2) If a product must be returned to the factory, the following will apply:
a. 20% Restocking fee
b. Customer will be responsible for any and all shipping costs to the factory
c. Products must be returned in their original packaging and condition
d. Leisurecraft will inspect the product upon return and Leisurecraft will be the sole
decider of the condition of the product and the amount of the refund

CUSTOMER REFUSAL TO ACCEPT DELIVERY

1) If a customer refuses delivery, the following will apply:
a. 15% Restocking charge
b. Customer will be responsible for all shipping and rerouting costs to the new delivery address

Please contact support@empiresaunas.com with your order# to make any changes or cancelations. We will do our best to accommodate your needs at all times.