Our primary commitment is to ensure your interaction with us is as easy and uncomplicated as possible. Below is information about our shipping policy.
Shipping Charges
Free Shipping - All Heaters, Saunas & Hot Tubs
Dundalk Accessories - $50
All other accessories - $30
Additional charges may apply in certain locations and circumstances such as:
- Delivery sites inaccessible by standard carriers (FedEx, UPS) will be charged an LTL freight fee.
- Roads that cannot accommodate at least Class 6 Size Vehicles, such as remote or island locales.
- Crates exceeding 92” in length can't be handled by a standard liftgate. If this happens, you'll need to manually unload the crate (with help), employ a moving service, or use forklift equipment. Note: The driver is not allowed to assist in these situations due to insurance constraints.
- Any delay in receiving your delivery beyond 48 hours from the initial contact by the freight company might result in a daily storage fee of $100.
Shipment methods and sizes
Most saunas kits are shipped as kits pre-packaged onto a pallet and sent via LTL for curbside delivery.
What is Curbside delivery? Curbside is an exterior delivery method whereby the pallet will be unloaded from the truck on the curb adjacent to your property. If there is no space available the customer will be responsible for finding a suitable location to unload the pallet. The delivery agents will unload your items from the truck but will not move the item onto the grounds of your property as they are not insured to do so.
If you require the pallet to be moved onto your property, please contact us to arrange a quote for white glove delivery service
Pre-assembled saunas are shipped via flat-bed truck delivery by special
appointment. These products will require off-loading from the flat-bed truck by
a crane or extended forklift. This is not provided by the courier so you will be responsible for arranging the offloading and transporting the product to its final location.
Shipping Timeline
Upon placing your order, you'll promptly receive an "Order Acknowledgment" email, indicating we've got your order details. We will then check with our suppliers to ensure your selected item is ready for dispatch. Most of our off the shelf saunas and accessories are primed for quick shipping, whereas tailor-made saunas require more time (refer to the Shipping Timeline below).
Shipping Timeline Overview:
- 1-2 Days: Confirm stock and delivery accessibility.
- 3-5 Days: Order prepared and ready for shipment.
- 2-8 Days: Shipment travels to local distribution center.
- 1-5 Days: Shipping company contacts to schedule delivery.
- Total 7-20 Days: Complete delivery process from order confirmation to arrival.
After your order is verified and we've processed your payment, we'll prepare it for shipping. On the day of dispatch, a tracking update will be sent to the email you provided during checkout, allowing you to monitor your shipment with ease.
Should you not receive any tracking details within 5 business days from
your order date, please don't hesitate to connect with us through chat, our
contact page, or directly at sales@secretsaunas.com
Note: In the event of unforeseen delays, such as extreme weather or supplier issues, one of our customer support specialists will contact you to explain the situation and discuss any changes.
Where we ship to
We ship to all states within the contiguous United States. Special shipment arrangements can be made for Alaska, Hawaii, and US islands. If you're located in these areas or need shipping specifics, please reach out for a detailed quote. Your order will first be sent to the closest freight terminal near you. Upon its arrival, the freight carrier will contact you to schedule a curb-side delivery at your convenience.
Receiving Your Order
The shipping company will contact you to schedule your delivery. Upon arrival:
Inspect Upon Arrival: Before signing any paperwork, take care to inspect your delivered items.
Count & Confirm: Make sure all pieces of your order are present.
Hidden Damages: If you find damages not initially evident during delivery, report them immediately to sales@secretsaunas.com.
Handling Shipment Damages
Shipping damages, while uncommon, fall into two categories:
Visible Damage: Damage is evident on the container/crate.
Concealed Damage: Contents are damaged, but the container appears intact.
For visible damages or if items are missing, it's crucial to make precise notes on the delivery receipt. If concealed damages are found after unboxing, report them within 72 hours. Secret Sauna will replace any damaged or missing components if reported within this window. Claims made after this period cannot be addressed.
Refusals or Unresponsiveness
Refusals
If you choose to refuse your order upon delivery for reasons other than evident damages or a shipping mistake, you'll be subject to a 20% restocking fee along with any related shipping charges.
Consignee Unresponsiveness
We want to ensure a smooth and hassle-free delivery process. However, please note that we are not liable for any costs incurred as a result of consignee unresponsiveness.
If you are unavailable to receive your shipment or fail to provide accurate contact information, any additional costs related to redelivery, storage, or return of the shipment will not be our responsibility. It is the responsibility of the customer to ensure accurate contact details and availability for delivery. Please make sure your contact information is correct, and that you are available to receive your shipment as scheduled.
When you are ready to purchase your items, click the Proceed to Checkout button. Please log in if you have an account with us, if you do not already have an account you will be prompted to create one, or you can checkout as a guest only.
On your payment screen you will see the total amount of items. Please add your payment method and billing address.
secretsaunas.com accepts a number of payment methods:
- Apple Pay
- Diners Club
- Discover
- Meta pay
- Google Pay
- MasterCard
- Shop Pay
- Visa
How do I know my payment transaction is secure?
We ensure that every credit card transaction occurs within a secure environment. The secretsaunas.com payment system has a 128-bit SSL security encryption. You can see the transaction is secure if you see a key lock at the bottom right of your web browser. We do not retain your credit card information after your order is complete. Rather, it is submitted directly to our banks. You can rest assured that with each purchase your credit card or bank account information will be secure.
secretsaunas.com is committed to a safe, enjoyable and smooth online shopping experience for all customers. For your safety, secretsaunas.com has implemented a payment security screening process. Confirmation of customer details on certain orders may be required prior to the order being processed. Please ensure that you provide accurate and up to date contact information should we need to confirm the security of your order.
For further inquiries:
- Website: secretsaunas.com
- Phone number: (844) 933 2021
- Email: sales@secretsaunas.com
- Physical address: 30 N Gould St, Ste R Sheridan Wyoming 82801 United States
Lifetime Warranty | European Manufactured
