Shipping & Return Policy
We want your buying experience to be as simple and stress-free as possible. Below you'll find everything you need to know about receiving your sauna, inspecting your shipment, and our policies on cancellations and returns.
Receiving Your Shipment
Your SaunaCloud sauna ships via freight carrier on a pallet. All residential deliveries include free lift gate service, which lowers the pallet to ground level at the end of your driveway or nearest accessible point. The freight driver is not responsible for carrying the sauna inside your home.
When the driver arrives, please inspect the outside of all packaging carefully before signing the bill of lading. Look for any visible dents, tears, punctures, or crushed corners. If you see damage, note it clearly on the bill of lading before signing. This is critical for any freight claim.
Visible Loss or Damage
If you notice any visible damage to the packaging or product at the time of delivery, note the specific damage on the bill of lading before signing. Accept the shipment — do not refuse it — and contact SaunaCloud immediately. We will work with the carrier to file a freight claim and arrange for replacement parts or a full replacement unit as needed.
Concealed Loss or Damage
If you discover damage after unpacking that was not visible at the time of delivery, contact SaunaCloud as soon as possible — ideally within 7 days of receiving your shipment. Please save all original packaging materials and the shipping container, as the carrier may need to inspect them to process a concealed damage claim.
Email: service@saunacloud.com
Phone: 1-800-370-0820
Refusing a Shipment
Please do not refuse a shipment without calling us first at 1-800-370-0820. Refused shipments may incur additional return freight charges and restocking fees. In most cases, damage can be resolved more quickly by accepting the delivery and contacting our support team directly.
Cancellation Policy
All SaunaCloud saunas are custom-built to order. Once your order is placed, cancellations are not accepted. Please ensure you are ready to proceed before confirming your purchase.
Return Policy
All sales are final. SaunaCloud saunas are custom-built to order and are not eligible for return or refund once the order has been placed.
Warranty Notes
| Component | Warranty Period |
|---|---|
| Carbon infrared heating panels | 7 years |
| Halogen full spectrum heaters | 7 years |
| Power supply and control panels | 3 years |
| Red light therapy | 1 year |
| Lights and speakers | 1 year |
| Wood (T&G, bench, trim) | Sold as-is (no warranty) |
| Commercial installations | 1 year (all parts, wood not covered) |
Replacement parts are shipped via FedEx Ground at no additional charge during the warranty period. SaunaCloud does not install replacement parts — all repairs must be done by a licensed electrician.
When contacting support for a warranty claim, please have your registration number (found on the About tab of the touch panel) and a description of the issue ready.
Questions About Shipping or Returns?
We're here to help. Book a call with our team or give us a ring and we'll walk you through everything.