1. Shipping Destinations
- We offer free shipping exclusively to the contiguous 48 United States. We do not ship anywhere outside this area.
- Customers who wish to use a forwarding service (to Alaska, for instance) may do so at their own discretion. Our responsibility for the shipment ends once the order has been delivered to the contiguous US address provided at checkout.
- Due to the size and weight of our packages, we cannot deliver to PO Boxes or military addresses.
2. One Price. No Surprises. (Shipping, Duties, and Taxes)
The price shown on the product page is the price you pay.
- Free shipping on every order.
- No customs or import fees. All orders ship directly from our warehouse in Finland with all international transit, customs clearance, import duties, and handling fees paid by us.
- Zero tax at checkout: Unlike many stores, we do not add sales tax or hidden surcharges at checkout.
- No surprise bills from the shipping carrier after delivery.
3. Delivery and Reception
Package delivery: Orders weighing less than 150 lbs are shipped as standard packages and will be delivered directly to your door.
Freight and curbside delivery: Orders weighing 150 lbs or more are shipped as freight. These orders arrive on pallets via specialized freight carriers. All freight shipments are curbside delivery. The carrier will typically contact you to arrange a delivery window. You are responsible for moving the equipment from the curb into your property.
Delivery and unclaimed shipments: Please ensure the shipping address is correct and that someone is available to receive the delivery when required. For freight shipments, the carrier will typically contact you to arrange a delivery appointment. You are responsible for replying to the carrier and being available during the agreed delivery window.
If delivery cannot be completed because you are unavailable, fail to respond to the carrier, or refuse delivery, the shipment may be returned to us or otherwise treated in accordance with the carrier’s procedures. You will be responsible for any storage, redelivery, return shipping, or other carrier charges incurred as a result.
4. Damaged or Defective Items
We carefully pack and inspect every order before it leaves our warehouse. If your order arrives damaged or defective, we will work with you to make it right.
Major or functional damage: If an item is broken, unsafe, or cannot be used as intended, we will send the necessary replacement parts or a complete replacement product at no cost to you.
Minor cosmetic imperfections: If the product functions as intended but has only minor cosmetic imperfections, such as a small dent or scratch, we generally do not replace the entire product. Instead, we will provide a fair resolution based on the situation, such as offering replacement components, a touch-up solution, or a partial refund.
Variations in wood: Because wood is a natural material, variations in grain, color, texture, and appearance are expected and are not considered defects.
Reporting damage: Please inspect your order as soon as it is delivered. If you discover any shipping damage or defects, email us within 48 hours of delivery with clear photos of:
- the shipping packaging,
- the damaged area(s), and
- the complete product.
This helps us process your claim as quickly as possible.
5. Product Warranty
Most of our products include a 1- to 5-year warranty, depending on the product. The applicable warranty period is always shown on the product page.
Unlike with many online retailers, all warranty claims are handled directly by us. You will not be passed back and forth between manufacturers or other third parties.
Warranty coverage: Our warranty covers defects in materials and workmanship that occur during normal residential use. If a covered structural or mechanical defect arises during the warranty period, we will provide the necessary replacement parts at no cost or, if the product cannot reasonably be repaired, a replacement unit.
Residential use only: This warranty applies to residential use only. Products installed or used in commercial environments, including public gyms, hotels, spas, rental properties, or other commercial facilities, are not covered under this warranty.
Professional installation for electrical products: Warranty claims involving electrical components require proof of installation by a professional electrician. A copy of the installation invoice or receipt must be provided when submitting your claim.
What the warranty does not cover:
- Normal wear and tear
- Cosmetic aging or natural variations in wood or metal finishes
- Damage resulting from improper installation
- Lack of recommended maintenance
- Exposure to extreme weather or environmental conditions beyond the product’s intended use
- Unauthorized repairs or modifications
6. Change-of-Mind Returns
We offer change-of-mind returns for eligible items, subject to the conditions below.
The customer is responsible for arranging and paying for return shipping to our warehouse in Finland. We recommend using a fully insured shipping service with tracking, as you remain responsible for the product until it reaches us.
You may request a return within 14 days of delivery, provided the item:
- is unused, unassembled, and unaltered;
- remains in its original, unopened packaging with all protective materials intact; and
- has not been installed, connected, or tested.
Products that have been opened, assembled, installed, or used are not eligible for change-of-mind returns.
Refund: Once we receive and inspect the returned item and confirm it meets the eligibility requirements above, we will issue a refund to the original payment method, less a 20% restocking fee.
N.B. Depending on what you order, e.g., a heavy wood-burning sauna stove vs. a light electric sauna heater, return shipping can be expensive. To help avoid unnecessary return costs, we encourage you to carefully review the product dimensions, possible electrical requirements, and installation instructions before placing your order. If you have any questions, we are happy to help.
7. Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
Before shipping: If your order has not yet left our warehouse, we will cancel it and issue a full refund.
After shipping: Once your order has been handed over to the shipping carrier or customs broker, it cannot be canceled. If you no longer want the item, it may be returned in accordance with Section 6 (Change-of-Mind Returns), subject to the conditions set out there.