Shipping & Returns

Shipping

Most orders ship within 2–3 business days from the date of purchase. Once your order leaves the warehouse, you'll receive tracking information by email.

Saunas and cold plunge tubs are large items and are typically delivered via freight (LTL) carrier rather than standard parcel shipping. Smaller accessories may ship via standard ground carriers (UPS, FedEx, or USPS).

For freight deliveries:

  • A freight carrier representative will call you 24–48 hours before delivery to schedule a delivery window (usually a 4-hour window).
  • Delivery is typically curbside — please plan for help moving the unit from the delivery point into your home or backyard, as drivers are generally not responsible for interior or backyard placement.
  • Someone must be available to accept and sign for the delivery.

Delivery locations: We currently ship within the continental United States. Remote areas, islands, or difficult-access locations (long driveways, stairs, tight turns) may incur additional fees or require advance coordination — please contact us before ordering if you're unsure about your location.

Inspecting Your Delivery

This step matters — please read carefully before signing for your delivery.

  1. Inspect the packaging closely before signing anything.
  2. Minor scuffs or small marks can simply be noted on the delivery receipt.
  3. If you notice significant damage (large holes, crushed corners, or visible impact marks), refuse the delivery and note the damage on the freight receipt.
  4. If a shipment is signed for without noting damage, we are unable to file a freight damage claim on your behalf, since signing confirms the item was received in good condition.

If your item arrives damaged and was properly noted at delivery, contact us right away with photos and we'll process a freight claim and arrange a replacement at no additional cost to you.

Returns & Cancellations

  • Cancellations: Orders may be cancelled within 24 hours of purchase for a full refund. After 24 hours, the standard return policy below applies.
  • Return window: Returns must be initiated within 30 days of delivery.
  • Condition: Items must be unused, uninstalled, and in original packaging to qualify for return.
  • Restocking fee: A 20% restocking fee applies to returned saunas and cold plunge units, covering handling, inspection, and restocking costs.
  • Return shipping: The customer is responsible for all shipping costs associated with a return, including the original outbound freight and the return freight.
  • RMA required: All returns must be authorized in advance — please contact us to receive a Return Merchandise Authorization (RMA) number before sending anything back. Returns sent without an RMA number cannot be accepted.

Warranty

All products sold by Haven Relaxation Co. are backed by their manufacturer's warranty. Warranty terms vary by brand and model — full details will be provided at the time of purchase and in your product documentation.

Questions?

If anything here is unclear, or you'd like to talk through delivery logistics for your specific location before ordering, reach out to us via our Contact page — we're happy to help you plan ahead.