Designer B Heater with Rocks

Residential Drop Ship Information

Dundalk LeisureCraft (Manufacturer) Responsibilities:

• Build and pack your sauna in a crate

• Arrange shipping to your home

Trucking Company Responsibilities:

• Make an appointment to deliver your sauna

• Deliver sauna to the end of your driveway or curbside

  • Not responsible for unloading the sauna

  • Will not back truck into driveway

  • Typically delivers with an 18-wheel truck

    • Confirm if this truck size fits your road/neighborhood

• If the crate is under 92” (7 feet):

  • May have a lift gate for unloading assistance

• If the crate is over 92”:

  • No lift gate available; customer must plan crate unloading

Customer Responsibilities:

• Return trucking company calls promptly to arrange delivery

• Plan unloading method for sauna crate:

  • Crates range from 6 to 14 feet long

  • Weight ranges from 800 to 1600 pounds

• Unload the sauna crate from the truck:

  • Suggested methods:

    • Use a forklift (with extensions, pick up from crate end)

    • Rent a tilt tow truck for terminal pick-up and home delivery

    • Have a crew to unload the crate manually

• If crate arrives damaged:

  • Accept shipment but take pictures of damage

  • Note damage on the Bill of Lading (BOL)

  • Contact your Luxury Outdoor Supply Support Team immediately

Order Changes & Returns Policy

Order Cancelation Policy:

• Up to 14 days from order entry: Cancel without penalty

• After 14 days: $65.00 cancelation fee will apply (item #: ORDCAN)

• Within 7 days of the ship date: Order cannot be canceled

Order Change Policy:

• Up to 14 days from order entry: Edit/change order without penalty

• After 14 days: $65.00 edit/change fee (item #: ORDCHA)

  • Examples: Adding/removing products, options, changing ship-to address, shipping method, etc.

• Within 7 days of the ship date: Order cannot be edited/changed

• After shipping, changing the ship-to address: $250 fee (item #: ADDCHANGE)

• Canadian Timber Collection: 24 hours to change with $65.00 fee (item #: ORDCHA); no changes after 24 hours

Return Policy:

• No returns accepted due to high return costs

• If a return is required:

  • 20% restocking fee

  • Customer covers all shipping costs

  • Products must be returned in original packaging and condition
    
  • Manufacturer will inspect the produt upon return and Leisurecraft will be the sole decider of the condition of the product and the amount of the refund,

  • Product must be in original packaging and condition

  • Leisurecraft decides refund eligibility upon inspection

Customer Refusal to Accept Delivery:

• If a customer refuses delivery and assistance is requested:

  • 15% restocking charge

  • Customer covers all shipping and rerouting costs

Please contact our support team at Support@luxuryoutdoorsupply.com with your order number for any changes or cancelations. Double-check your order confirmation to avoid issues after 14 days. Errors on our part will not incur fees.

Delivery, Unloading, and Change of Address Policy

Unloading Crates:

• Per shipping terms, the customer is responsible for unloading the crate from the delivery truck.

• Crates 92” or shorter: Can be unloaded using a liftgate with the truck driver’s assistance.

• Crates longer than 92”: Liftgate unavailable; customer must:

  • Arrange equipment for unloading

  • Use a trailer to pick up the crate at the delivery terminal

  • Rent a tilt tow truck for terminal pick-up

• If none of the above is feasible, Dundalk can arrange a tilt tow truck for $750 (Item#: TILTTOW).

Change of Ship-to Address:

• Before the order leaves the factory: Address change free of charge.

• After the order leaves the factory: $250 charge (Item#: ADDCHANGE).

Storage Charges:

• If delivery is delayed due to:

  • Lack of response by customer for delivery scheduling

  • Unprepared unloading arrangements by customer

  • Need for alternate contact information

• Storage fees will apply and be added to the customer account (Item#: STORAGE).