Shipping policy

Where we ship

The 48 contiguous states and DC as standard, with freight included in the price on every product page. There is no shipping charge at checkout and no surprise added later.

Alaska, Hawaii and Puerto Rico we do ship to, by quote. Some of our manufacturers price these routes at a flat rate and others quote per order, so ask before you order and we will confirm the cost in writing. We do not ship internationally yet, and we cannot ship to a PO box.

Lead times

Handling is 1 to 3 business days. After that it depends a great deal on the brand. Some models ship from US stock in two to four weeks. Others are built to order and run four to twelve weeks, and a few custom builds run longer.

The lead time for your product is stated on its page and confirmed in your order confirmation. That figure governs, not this range. If we cannot ship within it, we will give you a revised date and you can cancel for a full refund. If we cannot give you a revised date, you can cancel for a full refund any time before shipment.

How your sauna ships

Saunas ship on LTL freight, crated on a pallet, not by parcel carrier. The freight carrier calls you to book a delivery appointment, and someone 18 or older needs to be there to receive and sign for it.

Most deliveries arrive on a 53 foot trailer, so it is worth thinking about access early. Dirt roads, dead ends, low branches, steep or narrow driveways and tight turns all cause failed deliveries, and Golden Designs say plainly that not every home is deliverable. Tell us about your access before you order and we will tell you whether it is likely to work.

Curbside, and what that means for you

Every product we sell is delivered curbside. The carrier lowers the crate at the curb or the end of your driveway and that is where their job ends. They will not bring it up the drive, into a garage, or around to a back yard, and they will not take it off the truck for you.

That last part catches people out, so here it is plainly. Crates run from about 6 feet to 14 feet, a loaded sauna crate can pass 1,000 lbs, and anything longer than 84 inches will not come off on a liftgate. You will need one of the following:

• A forklift or tractor with forks at the property. Crates must be lifted from the end, not the side.
• Two or three people and enough time to unpack the crate on the truck bed and carry the pieces off.
• A trailer, and collect the crate from the freight terminal yourself.
• A tilt tow truck, hired by you, to collect from the terminal.

On Canadian Timber orders, if none of those work, Leisurecraft will arrange a tilt tow for $1,450. It is worth knowing that figure before you order rather than on the day.

We are glad to help you plan this. Call us and we will tell you the crate dimensions and weight for the exact model you are looking at, and talk through which option makes sense for your driveway. We are a dealer rather than an installer, so we will not be at your property, but the specification is on our desk and the advice is free.

Inspect the shipment before you sign. This part matters

This is the single step that protects you, and it takes five minutes.

Before you sign the delivery receipt or bill of lading:

• Walk all sides of the crate and look at the crating, the shrink wrap and the corners.
• Photograph it while it is still on the truck, or before the driver leaves.
• Write any damage on the delivery receipt before you sign, including anything that looks minor. Crushed, torn or punctured packaging, or shrink wrap that has been opened, all go on the paperwork.
• If you cannot inspect properly, write "possible concealed damage, subject to inspection" next to your signature.

Signing a clean delivery receipt is a legal statement that the shipment arrived undamaged, and carriers routinely refuse claims afterwards. If the crate is visibly and badly damaged you can refuse the delivery outright: note the reason, refuse it, and call us the same day. We will arrange a replacement at no cost to you.

Damage found after delivery: 48 hours

Report concealed damage to us in writing within 48 hours of delivery, with photographs of the damage and of the original packaging. Keep every piece of packaging until the claim is resolved, because the carrier may want to inspect it.

48 hours is our manufacturers' requirement rather than a number we picked, and it is firm. Golden Designs will not accept a hidden damage claim after it. A claim reported later, or on a shipment signed for clean with nothing noted, may be refused by the carrier and we may not be able to help.

Open the crate and check the contents as soon as it arrives, even if you are not building for a month. A crate that sits unopened for a week has no claim left.

We handle the claim

Tell us and we take it from there. We coordinate the freight damage claim with the manufacturer and the carrier, the manufacturer files as shipper of record, and we keep you posted until it is resolved by replacement, repair or refund. You do not deal with the carrier yourself.

Missed appointments, storage and address changes

Carriers and manufacturers charge for these, and the charges are real:

• Answer the carrier's calls. If a crate sits at the terminal because an appointment has not been booked, storage runs from $35 a day on Canadian Timber orders and $125 a day on Golden Designs orders after the third day.
• Get the address right at checkout. Changing the ship-to address after the unit leaves the factory is $350 on Canadian Timber, and $85 to $150 on Golden Designs depending on the terminal.
• Redelivery after a missed appointment is $95 for a second attempt and $150 for a third on Golden Designs orders.

Where a fee comes from a missed appointment, a refused shipment that was not damaged, or an address that was wrong or inaccessible, it is your responsibility and may be deducted from any refund. Call us the moment something changes and we will do what we can before it costs anything.

What the price does not cover

The price covers the unit and freight to your curb. It does not cover assembly, electrical work, permits, site preparation, a foundation or pad, or removing old equipment.

Most of our saunas need a dedicated circuit, and the requirement for each one is published on its product page. Please have a licensed electrician confirm it before you order, because what your panel can carry is the one thing we cannot see from here. Send us your electrician's email and we will forward the manufacturer's full specification.

Questions

Call (424) 235-1861 or email hello@radiantsaunahq.com. We reply within one business day, and we would much rather answer a delivery question before your order than after it.