Shipping policy

Last Updated: April 20th, 2026

This Shipping Policy is an integral part of the Terms of Service governing your use of the website located at https://thesaunaheater.com (the "Site") and your purchase of products from Architecture Mates, LLC, doing business as The Sauna Heater ("The Sauna Heater," "we," "us," or "our"). Due to the size, weight, and value of our products, our shipping processes involve specific requirements and customer responsibilities. Please review this policy carefully. By placing an order, you agree to the terms outlined below.

1. SHIPPING RATES AND DESTINATIONS

(a) Standard Shipping: Heaters and heater packages ship free within the contiguous United States, unless otherwise noted on the product page.

(b) Freight Shipping (Saunas and Large Items): Sauna kits, pre-assembled saunas, and other large items ship via freight. Shipping fees are set by the manufacturer, vary by model and destination, and are displayed at checkout. These fees cover standard curbside delivery only.

(d) Non-Contiguous US and International: Shipments to Alaska, Hawaii, Puerto Rico, and Canada require a custom shipping quote. Contact sales@thesaunaheater.com prior to placing your order.

(e) We do not ship to P.O. Boxes for freight or oversized items.

2. DELIVERY TIMING

(a) Processing: Orders are typically processed within 1 to 2 business days, subject to product availability and order volume.

(b) Transit Time: Once shipped, most deliveries arrive within 4 to 8 business days, depending on the carrier, destination, and product. Freight shipments of saunas and large kits may take longer.

(d) Estimated delivery dates are not guaranteed. Delays caused by carriers, weather, customs, or other circumstances beyond our control do not entitle you to cancel an order or receive a refund. For orders delayed beyond 30 days past the estimated delivery date, contact support@thesaunaheater.com for assistance.

3. DELIVERY METHODS AND CUSTOMER RESPONSIBILITIES

3.1 Parcel Delivery (UPS/FedEx)

Small packages and select lower-kW wall-mounted heaters are delivered via standard parcel service to your door or porch. A signature is generally not required. Risk of loss and title transfer to you upon the carrier's confirmation of delivery. Monitor your tracking information and ensure a secure delivery location.

3.2 Freight Delivery (LTL)

Most sauna heaters and sauna kits ship via Less-Than-Truckload (LTL) freight.

(a) Curbside Delivery Only: Standard freight service is curbside only. The driver will place the pallet at the street or curb at the end of your driveway. Drivers are not required or permitted to move freight up driveways, stairs, or into garages or homes.

(b) Appointments: The carrier will call or text to schedule a 2-to-4-hour delivery window. You must be available during this window. Missed appointments will result in re-delivery and/or storage fees, which are your responsibility.

(c) Adult Signature: An adult (18 or older) must be present to sign the Bill of Lading (BOL) and verify the piece count.

(d) Risk of Loss: Risk of loss and title transfer to you upon delivery and your signature on the BOL.

3.3 Flatbed Delivery

Larger kits and pre-assembled saunas may be delivered on a flatbed truck.

(a) Customer Unloading Required: The driver does not unload flatbed deliveries. You are solely responsible for arranging the necessary equipment (e.g., a forklift with 8-foot forks rated for the crate weight, or a crane/rigging crew) to unload the product safely.

(b) Site Access: You must ensure clear site access and turnaround space for a large commercial vehicle (approximately 70 feet in length).

3.4 Access Limitations

If a delivery truck cannot access your address due to narrow roads, steep inclines, weight limits, low branches, gates, HOA restrictions, or limited turnaround space, you must notify us in advance at sales@thesaunaheater.com. You may be required to meet the carrier at an alternate location or pick up the freight from the local carrier terminal. Any special services, re-delivery fees, storage fees, or auxiliary charges resulting from access issues discovered at the time of delivery are your sole responsibility.

4. MANDATORY INSPECTION AND CLAIMS PROCEDURES

FAILURE TO FOLLOW THESE PROCEDURES MAY RESULT IN THE DENIAL OF YOUR DAMAGE OR SHORTAGE CLAIM. PLEASE READ CAREFULLY.

4.1 Inspecting Freight at Delivery (While Driver is Present)

(a) Verify Count: Confirm that the number of pieces and pallets matches the Bill of Lading (BOL).

(b) Visual Inspection: Inspect the exterior of the shipment (shrink wrap, boxes, pallet) for any visible signs of damage.

No Visible Damage: Sign the BOL with the notation "SUBJECT TO INSPECTION" or "OK UNTIL FURTHER INSPECTION."

Visible Damage: You must note the specific damage on the BOL (e.g., "crushed corner on box 2," "torn shrink wrap with visible dent," "pallet broken on left side") before signing. Take clear, dated photographs of the damage while the freight is still on the truck or immediately upon unloading.

(d) Do Not Refuse for Minor Damage: Do not refuse delivery for minor cosmetic damage to packaging. Note the damage on the BOL and accept the shipment. We typically resolve these issues with replacement parts. Only refuse delivery if the product itself is catastrophically damaged and clearly unusable. If in doubt, call us immediately at 1-725-777-5484 while the driver is present.

4.2 Reporting Damage and Shortages

(a) Visible Damage: Must be noted on the BOL at the time of delivery. Take photos before unboxing. Email photos and a description of the damage to support@thesaunaheater.com within 24 hours of delivery.

(b) Concealed Damage: If you discover damage after unpacking, report it to support@thesaunaheater.com within 24 hours of delivery. Include detailed photos of the damage, photos of all original packaging, and your order number. Save all packaging materials; the carrier may require an inspection. Claims for concealed damage filed after 24 hours from delivery will be denied.

(c) Missing Items: Shortages must be reported to support@thesaunaheater.com within 48 hours of delivery. Include your order number, a list of missing items, and photos of the outer packaging and labels. Claims for missing items filed after 48 hours from delivery will be denied.

5. WHITE-GLOVE DELIVERY

White-glove delivery (delivery to room of choice, minor assembly, and packaging removal) may be available in select areas for an additional fee. This service does not include electrical installation or plumbing connections. White-glove service must be arranged and paid for prior to shipment. Contact sales@thesaunaheater.com for availability and pricing.

6. CONTACT US

For shipping inquiries, tracking assistance, or to file a claim, please contact:

Architecture Mates, LLC dba The Sauna Heater
Email: support@thesaunaheater.com
Phone: 1-725-777-5484
Business Hours: Monday through Friday, 9:00 AM to 5:00 PM EST