As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and authorized your credit card for the purchase. As soon as we receive your order, we begin processing to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 3 business days), we will process the charges and submit the order for shipment.
In stock orders ship within 1-3 business days from the date of your order and will be delivered in 1-6 business days after shipment. Please note these shipping timeframes may be extended during holiday seasons or due to issues surrounding the COVID-virus. Timeframes are estimates only starting the date of pickup and can change depending on environmental conditions, transit issues, and carrier’s availability, and item warehouse location.
We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within four business days of your order, feel free to follow up with us at sales@GoldenDesignSaunas.com
Saunas are fulfilled via freight shipping and require a signature upon delivery. You will receive a call from the shipping company to arrange a time and day for delivery that works for you. Industry standards for freight shipping includes curbside delivery with a lift-gate (truck has built-in liftgate to lower the sauna).
The shipping company will attempt delivery 2 to 3 times. In cases where shipping companies have applied fees for missed delivery or if after the maximum attempted deliveries, the shipping company still is unable to communicate with you to deliver the shipment, the item will be shipped back to its original location and you will be subject to cover the cost associated to the shipping, missed delivery, and transactions fees at 3%. Please note shipping is provided via a third-party logistic company and your delivery may be subject to their delivery terms and/or terms of service; this includes but not limited to things such as delivery timeframes, delivery availability, delivery ability, missed delivery fees, storage fees associated to missed delivery, or unwillingness to be present for delivery.
SHIPMENTS TO CANADA
At the moment, we do not ship items to Canada.
PRODUCT QUALITY GUARANTEE
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should REFUSE the package, and make note of it on the delivery receipt. If your item(s) do arrived damaged, please contact us immediately and send photos via our Delivery Damages Submission Form (or send to sales@GoldenDesignSaunas.com).
If the unit is signed for without inspection or notation, you are accepting the delivery of the package in good condition. We cannot process an insurance claim with the freight company if the unit is signed for (which means you received it in good condition). If damages have been reported, we will process an insurance claim on your behalf and happily work with you to resolve the issue. Items that arrive damaged and were fulfilled via freight shipping will be provided compensation via replacement parts/pieces at no cost, or refund/partial-refund. If it's determined damages exceed the savable value, replacement units will be provided.
CANCELLATIONS & REFUNDS
All items we carry can be returned within 30 days of receipt and must be in new condition and with the original packaging.
Returned products must be sent back with their original packaging and have all of the parts and components that they came with. For items fulfilled via freight shipping, you may be required to place the item(s) on the pallet provided upon delivery. You'll need to provide evidence the item(s) are in a returnable condition by sending photos to sales@GoldenDesignSaunas.com. We'll be using these photos to validate your item are in an acceptable condition for return shipping via freight.
The customer must pay all costs related to original shipping and return shipping (even if shipping was free at checkout). After receiving and inspecting the returned merchandise, we will reimburse your credit card for the purchase price of the item, less the original shipping cost, return shipping cost, and upon receiving the returned item, it'll be inspected to determine if a restocking fee is applied. If applied, the restocking fee is 25% of the original item(s) order value (value does not include discounts provided).
Returns must be accompanied with an RMA number. Please contact us in order to have one generated.
As stated in the Product Quality Guarantee, any item that arrives in less than perfect condition or missing parts will be handled at no extra cost. Refunds will be issued to the original credit card that you use when placing your order.
It is the customers' responsibility to confirm the product will comply with their state, county, or city codes. If you will be receiving an inspection by a county or city inspector, please ask them what they require.
If an item is determined to be in-stock, cancelations must be done the same business day the order was placed. We often ship orders the business day after the order and cannot stop the shipment processes once the sauna is in route.
Cancelations can only be processed during business hours (Eastern Standard Time). If it's determined the item ordered is not in stock, on back-order, or will call, please contact us to submit your order cancelation. If a cancelation is requested the same business day as the item was shipped, the customer is responsible to cover any cost associated with shipping and also is subject to a 3% transaction fee. To be eligible for a full refund, the cancelation request must be requested prior to the business day the item was shipped.
Reimbursement for cancelation is in accordance to the purchasing currencies on our website (USD) and we are not responsible for any foreign transaction fees, marketing-rate currency fluctuations, or other discrepancies that may exist related to your banking transaction and/or fees.
ORDER CANCELATION REQUEST
- to request your order to be canceled, please visit our order cancelation request page.
*All purchase orders paid with a credit card, PayPal, and financing are subject to a 4% fee for all items returned.
*All orders placed will be held to the terms described within this page. The terms of this agreements are not voided under any circumstance including but not limited to order(s) placed via telephone, live chat, invoicing, or other form.