How Shipping and Returns Work

Posted by Serina Brown on

HELLO AND HAPPY NEW YEAR TO YOU! Your Planet Sauna family had a wonderful Holiday Season full of food, fun, love, and laughter. But we are back in full force so we can get you on your way to a healthier and more relaxed you.

            That being said, I thought I’d take a moment to go over the buying process, from beginning to end, including shipping and possible returns. (Although we strive to bring each and every one of you the absolute BEST products and customer service, sometimes there might an unexpected hiccup or two along the way.)

            First and foremost: make sure you know exactly what you want or need. This means checking out the size and assuring you have the space needed. (I’m sure you’ve heard the old saying to measure twice and cut once? The same logic applies.) Remember that you can place your sauna on any floor type, so it doesn’t matter if you have carpet or bare flooring. Also, if you are planning to place your sauna outdoors, you need to take extra measures so that the unit is protected from the elements. You don’t want your sauna exposed to rain, snow, or standing water.

Orders are processed: Monday – Friday from 9 am – 3 pm CST (Public Holidays Excluded) If your online order is placed after business hours, your order will be processed the following day.

After placing an order, you will receive an order confirmation by e-mail. This means we’ve received your order in our system and have pre-authorized your credit card for the purchase. If your item is back-ordered or otherwise unavailable, we will void the pre-authorization charge and contact you to inform you by e-mail.  If your item(s) are available for immediate shipment (within 7 business days unless noted longer on the product page), we will process the charges and submit the order for shipment.

Tracking numbers will be sent to your email once your order has shipped. In some cases, we may need to contact you before your order can be shipped. To ensure there is no delay, please respond to any email/phone call from our Customer Service team. You will be receiving a phone call from the freight carrier to set a delivery day and time 24 to 48 hours prior to delivery. Delivery is normally within a 4-hour window and every effort will be made to ensure any delivery issues (remote areas, long driveways, large and low hanging trees, apartment complex, stairs, etc.) should be addressed with us prior to shipping. The sauna will be delivered in 1 box for 1-2 person models or multiple boxes for larger units. All boxes will be strapped vertically to a pallet. Our saunas are delivered in a 53ft semi-truck. The single driver will unload the pallet ONLY to your curbside or end of your driveway. *PLEASE NOTE* Planet Sauna does NOT provide white glove service. You will be responsible for bringing your delivery indoors, as well as the assembly.

  Planet Sauna 1 box shipping pallet  Planet Sauna 2 box shipping palletPlanet Sauna 3 box shipping pallet

Once the driver has unloaded the pallet, we ask that you immediately inspect the box(s) for any damage. Please indicate any minor scratches, indentations, or scuff marks on the delivery receipt. You do not need to open the boxes to inspect the sauna. Refuse delivery if you should see a large hole anywhere (most likely damage made by freight carrier forklifts).If you have any questions regarding the delivery process, assembly, or general questions on how to get the most from your sauna experience, please contact our Customer Service at 1-800-470-0256 or e-mail  info@planetsauna.com.

In the case of faulty or incorrect items are received, please contact our Customer Service team via  info@planetsauna.com Please include your order number, and any photos, relevant information regarding the issue so that we can fix this as soon as possible. Once investigated, we will be able to provide you with information on how to proceed.

You can return any FULL PRICED item/s within 30 days of the purchase date. All Returns are subject to a 20% restocking fee and must be unopened and undamaged. Returns must have prior authorization provided by our support staff. You will be responsible for paying for all associated shipping costs regarding a return. 

If an order is canceled prior to shipment, payment will be fully refunded. Note that we consider your product to be “shipped” when a Bill of Lading and tracking number have been generated for a freight carrier. After products are considered shipped, cancellations are treated as returns as described below.

Please Contact us for a return authorization:

support@planetsauna.com

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or return.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

All canceled 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 20% of the total purchase for each sauna; c) all shipping costs to and from the Seller, and; d) a return merchandise authorization (RMA) number provided by Seller.  Buyer’s failure to obtain the RMA number shall result in Seller not accepting any returned shipment and Buyer paying all costs and fees. All such costs and fees as determined by Seller shall be paid by Buyer to Seller upon demand by Seller.

If you are approved, all applicable fees and a 20% restocking fee will be deducted and then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a specified amount of time as noted in the approval.

If using a Promo Code, the promo code needs to be entered during the checkout process. There will not be any other places where you can enter the Promo Code except during the checkout process. If you forget to enter the Promo Code, regularly displayed pricing will be in effect.

Planet Sauna will not be responsible for any differences in pricing or amount charged when customers fail to enter a Promo Code.

For more information, Please refer to our policies:

Shipping and Returns Policy

Refund Policy

Terms of Service Policy

Privacy Policy

 

So now you know. And knowing is half the battle!

 

Remember, we here at Planet Sauna wish you many happy Sauna sessions! 

And if you have any questions, please feel free to call us at 1-800-470-0256. Or if you like, just drop us a line at support@planetsauna.com, or fill out the quick contact form located on our Contact Us page.

Planet Sauna

 

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