Leisurecraft The Starlight Wood Burning Hot Tub

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).

Free Nationwide Shipping

We are proud to offer FREE shipping on all orders delivered within the contiguous United States (lower 48 states). Whether you’re ordering a greenhouse, garden building, or outdoor furniture, there are no additional freight costs for standard delivery.

For Alaska or Hawaii shipments, please contact us for available carrier options and a customized shipping quote before placing your order.

Order Confirmation

After placing your order, you will receive an email confirmation verifying that it has been successfully submitted. Our team will then confirm availability with the manufacturer or warehouse.

• If In Stock – The order will move directly into the preparation and shipping process.

• If Backordered – We’ll contact you via email or phone to discuss the expected lead time. If you prefer not to wait, you may cancel for a full refund before production or shipment.

Order Shipment

Orders ship within the lead time displayed on the product page. Shipping timelines can vary depending on the product, manufacturer, and your delivery location.

Once your order ships, you will receive an email with tracking details so you can monitor its progress. Please allow up to 24 hours for tracking to update after dispatch.