Wood - Steel Cold Plunge Tub

Shipping, Returns & Warranty

Shipping

As a small, growing American business, we are dedicated to delivering quality products to our customers, but due to an influx of orders, we currently have a lead time for production and fulfillment.

Current Lead Time: Ships in 6-8 weeks from our warehouse in Oregon.

We recommend placing your order as soon as possible, as our lead time may continue to increase. In past years, our lead time has reached up to 14 weeks. We will make every effort to maintain a low lead time, but due to growing demand, we cannot guarantee inventory availability.

Our saunas ship via LTL Freight, fully secured on a pallet to ensure safe transit. Smaller products are shipped via UPS and USPS.

We provide estimated delivery times; however, unforeseen delays may occur, and we are not responsible for any delays caused by the shipping carrier. Once the product leaves our facility and is handed over to the carrier, the risk of loss or damage transfers to you, the customer. We are not responsible for any damage, loss, or theft that occurs during shipping.

If your shipment is damaged in transit, we may assist you in filing a claim with the carrier, but the responsibility for the product rests with the customer once it departs from our facility.

To protect your purchase, we offer optional shipping insurance through a third-party company called ROUTE to cover your order in case of loss, theft, or damage during transit. If you choose not to purchase shipping insurance, you assume all risks associated with potential shipping issues. We strongly recommend selecting this coverage to safeguard your investment.

Returns

At Luxury Outdoor Supply, we understand that sometimes you might need to return a product. We offer a 14-day return window starting from the day you receive your order.

Please note that for any opened products, we impose a 15% restocking fee to cover handling and processing costs. We provide a return label for shipping, but the cost of the return label will be deducted from your refund. Once we receive the product, we will inspect the items, and at our discretion, we will process the refund. If we find that the product has been used or damaged, it will be returned to you.

Cancellations

You have 48 hours after placing your order to request a cancellation. All canceled orders will incur a 5-10% cancellation fee based on the total order value. This fee is charged because within 48 hours, we order raw materials for your product, and payment processing fees are incurred by the financial institutions.

After 48 hours, cancellations are not allowed. Deposits are non-refundable after 48 hours as well. However, we reserve the right to exercise discretion on refund requests submitted after this 48-hour period.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and resolve it.

If your issue is covered under our 1-year manufacturer’s warranty, please email us at support@luxuryoutdoorsupply.com to begin the warranty claim process. You will be responsible for any costs and expenses not covered under the warranty.

Warranty

Quality and customer satisfaction are our top priorities. We proudly offer a 1-year warranty on products with factory defects. Please note that this warranty does not cover natural wear and tear. However, in many cases, we can resolve issues with small replacement parts, ensuring your system remains in optimal condition.

It’s important to understand that Luxury Outdoor Supply does not directly offer a warranty. Instead, we file claims with our manufacturing partner and assist in getting your accessory or item replaced. We are here to help!

If you have any further questions or concerns about our shipping, return, or warranty policies, don’t hesitate to contact us via our chat or email.