Please review the following important information regarding shipping, additional fees, order cancellation, and warranty policies. For detailed information, refer to the attached PDFs.
Shipping Policy
Our Responsibilities:
1. Building and packing your sauna in a crate.
2. Arranging for shipping to your home.
Trucking Company Responsibilities:
- Making an appointment to deliver your sauna.
- Delivering your sauna to the end of your driveway or curbside.
- The trucking company is NOT responsible for unloading the sauna.
- The trucking company will NOT back their truck into your driveway.
- Deliveries are typically made with an 18-wheel truck. Ensure this size truck can access your road or neighborhood.
- If the sauna crate is less than 92” (7 feet), the trucking company may have a lift gate to assist with unloading.
- If the sauna crate is more than 92”, there will not be a lift gate available, and the customer must arrange unloading.
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Customer Responsibilities:
1. Returning phone calls to the trucking company promptly to arrange delivery.
2. Determining how to unload the sauna from the truck.
- Crates vary from 6 to 14 feet long and weigh between 800 to 1600 pounds.
- Suggested methods for unloading: use a forklift with extensions or rent a tilt tow truck.
3. If the crate arrives damaged, take pictures, note the damage on the Bill of Lading (BOL), and contact us immediately. Mark the BOL with “Crate arrived open/damaged - Possible Hidden Damage.”
Additional Fees
Unloading Crates:
- Customer is responsible for unloading the crate from the delivery truck.
- Crates longer than 92” require special arrangements for unloading.
Additional Services:
- If we arrange a tilt tow truck, a $750 charge will apply.
Change of Ship to Address:
- Free before order leaves the factory.
- $250 fee if changed after shipping.
Storage Charges:
Any delay caused by the customer resulting in storage fees at the delivery terminal will be charged to the customer.
Order Changes & Cancellation Policy
Order Cancellation:
1. Up to 14 days from order entry: No penalty.
2. After 14 days: $65.00 cancellation fee.
3. Within 7 days of the ship date: Orders cannot be canceled.
4. Canadian Timber Collection products: Cancellations within 24 hours incur a $65.00 fee.
Order Changes:
1. Up to 14 days from order entry: No penalty.
2. After 14 days: $65.00 change fee.
3. Within 7 days of the ship date: Orders cannot be changed.
4. After shipping, changing the ship-to address incurs a $250 fee.
5. Canadian Timber Collection products: Changes within 24 hours incur a $65.00 fee.
Return Policy:
- No returns accepted due to high costs.
- If a return is necessary: 20% restocking fee, customer responsible for all shipping costs, and products must be in original packaging and condition.
Customer Refusal to Accept Delivery:
- A 15% restocking charge applies, and the customer is responsible for all shipping and rerouting costs.
Warranty
We warrant our saunas against defects in materials and workmanship under normal residential use for three (3) years from the date of receipt. This warranty does not cover normal wear and tear, misuse, negligence, or regular maintenance (e.g., tightening bands, cleaning, or staining). This warranty is parts-only, and any service or labor costs are not covered.
For further assistance, please contact us:
Contact Information:
- Dundalk LeisureCraft Inc.
- 318448 8th Line, Melancthon, Ontario Canada L9V 2K3
- Ph: 519-923-9813 | Fax: 866-458-7583
- Web: www.leisurecraft.com
Click [here] Residential Shipping Information
