Shipping policy

Free Shipping on All Orders!

We ship your entire order to your home or business for free, even the big stuff!

Order Shipment:

Most products ship within 2-7 business days from the date of your order. Custom-made orders require additional lead time that varies based on the product. We target emailing you tracking information within 24 hours of your order being shipped. For shipping questions, requests for tracking, missing parts, or shipping damage claims, please email us at support@backyardsanctuarystore.com.

Carrier Selection

In most cases, our smaller products (electric sauna heaters, accessories, red light devices, replacement parts, etc.) are shipped via UPS or FedEx. We reserve the right to choose the carrier for your shipment. We don't control the shipping companies themselves. Once the shipment is with the delivery company, we can't change shipping addresses or schedule specific delivery dates. We will provide tracking info so that you can track the ETA of your order. We will advocate on your behalf with the shipping company, if necessary.

Large Item Delivery Information

Large items such as saunas, wood burning sauna stoves, cold plunges, hot tubs, and large sauna wood orders are shipped via freight. Freight delivery is different from standard shipping, so it's essential to understand the process before the delivery day.

Key Points:

• The tracking info that we provide reflects the ETA to the shipper's local depot (warehouse).

• A delivery appointment is typically required for final delivery, and you must be present to sign for delivery.

• Freight deliveries are placed at the curb, and you are responsible for moving your shipment to its final location.

• For larger saunas: Due to their size, these crates often exceed 92" in length and 800-1,600 pounds in weight, surpassing the capacity of the shipping company's hydraulic liftgates. The trucking company will deliver curbside with an 18-wheel truck (not into your driveway) and is not responsible for unloading. You'll need to arrange a method to remove the crate from the truck, such as renting a forklift (the most common customer choice, requiring extensions to lift from the crate's end), hiring a tilt tow truck, or in rare cases, they may allow you to have a crew to unpack or lift it off, though this is typically not permitted due to liability concerns.

Sauna Kits Delivery

Sauna kits are delivered on pallets via LTL (Less-Than-Truckload) or flatbed trucks. The carrier will contact you to schedule a delivery appointment once your sauna arrives at a nearby terminal. Be prepared to move the sauna kit from the curbside location to your desired setup area.

• Smaller Shipments (LTL - Less-Than-Truckload): Commonly used for small to medium-sized saunas, ensuring secure transportation without requiring a full truckload.

• Flatbed Truck Delivery: For larger sauna cabins, these expansive trucks accommodate significant dimensions and weight.

Pre-Assembled Saunas Delivery

Pre-assembled saunas require delivery by specialized or flatbed trucks and involve scheduled appointments. The sauna arrives on a wooden pallet and is encased in protective packaging. Offloading will require special equipment which you are responsible for providing (crane or forklift), and the driver provides limited assistance. Discuss any unique delivery needs, such as property access, when contacted by the carrier.

Delivery Appointments

Once your package arrives at your local station, the freight carrier will call the phone number provided with the order to schedule a delivery appointment. It is the customer’s responsibility to schedule the delivery appointment with the carrier. The carrier will provide their available slots for delivery, and you can choose an available date and time. Failure to schedule a delivery appointment can result in additional storage fees. Any property access concerns should be communicated to the shipper when setting the delivery appointment.

You must be home during the entire delivery time window and provide your signature at the time of delivery. The delivery will be made with a semi-truck, with liftgate services available for eligible shipments (not Dundalk Saunas), and the shipment will be dropped off at the curb. Have a plan in place to move the goods from the curb to their intended location.

Delivery Without Appointments

It may be possible for you to arrange delivery without an appointment with the carrier; you'll receive an estimated delivery date but no specific day or time window. We recommend being home when your order arrives, but a signature is not required. The driver will leave your pallets at the curb regardless of whether you are present or not.

Inspection of Shipment

Inspect your shipment for missing or damaged items upon arrival. If any items are missing or damaged, contact us immediately at (720) 588-4614. You have 24 hours from the date of delivery to report any damaged items.

Shipping to Remote Areas

Remote or hard-to-reach areas may incur additional shipping fees. If your order is shipped to a location with shipping restrictions, a customer service representative will promptly contact you to notify you of any additional charges.

Shipping to APO/FPO Addresses

We do ship to APO/FPO addresses, subject to USPS size, weight, and content restrictions. If a package can't be sent to your APO/FPO address, we'll contact you to work out an alternative. APO/FPO shipments may be subject to additional shipping fees, and we'll notify you of these fees accordingly.

Incorrect Addresses & Failed Freight Deliveries

If an item is shipped and returned due to an incorrect address, you'll be responsible for shipping costs both ways. If a freight shipment is returned because the freight company couldn't reach your residence, this will be considered a return and subject to our return policy.

Legal Disclaimer

For any policy omission or clarification, the individual manufacturer policy will apply without exception. As policies are multi-faceted and constantly evolve, the customer (you) and retailer (us) agree to defer to the manufacturer's shipping & returns policy in these instances.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.

When you place an order with Backyard Sanctuary, you consent to our refund and shipping policy.

Any questions? Don't hesitate to contact us:

Call or Text Us: (720) 588-4614

Email Us: support@backyardsanctuarystore.com