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Our goal is to make your infrared sauna buying experience simple, efficient and easy and we always guarantee your full satisfaction. Shipping damage claims are rare, but they do happen. In the event of shipping damage, we will promptly replace or fix the damage. Should you need to return an item to us, please note our Cancellation and Return Policy below:
Any external evidence of loss or damage that occurred during transit is considered visible loss or damage and you should contact us right away. If there is visible damage to the boxes it is your responsibility to mark the BOL as “damaged” before the driver leaves. Failure to indicate “damaged” on the signed BOL may result in delays and additional costs for replacement panels or repairs.
Any damage that occurred during transit that was not visible at the time of delivery is considered concealed loss or damage. Due to rough handling in transit, it is possible to damage the contents without damaging the boxes. If such a situation occurs it is important to contact us immediately for instructions on how to handle the claim. If a claim is to be filed it is important to save the packaging that the damaged merchandise arrived in. You must open all received boxes and inspect products for concealed damage within 5 business days of delivery. Failure to inspect the products for concealed damage within 5 days of delivery will prevent any damage claim and cause additional costs.
Once your product leaves our facility and arrives at your local distribution center a dispatcher will call you to schedule a time for delivery. It is important to contact the dispatcher within 3 business days to confirm a delivery date and time. If additional services are requested by you and billed to us, all such fees shall then be re-billed to your credit card. If the freight carrier is unable to deliver the freight due to problems with contacting you or setting up a delivery appointment, storage fees may be assessed by the carrier. In such cases, all storage fees are the responsibility of the customer and shall be billed to your credit card.
Your shipment will consist of a number of individual boxes placed on a single pallet. The pallet will need to be separated to be unloaded. Your sauna will be shipped with residential lift gate service with a scheduled appointment for delivery. The driver will move your sauna off of the truck. LTL shipments are always curbside, however we have never had a circumstance were the driver refuses to deliver at the edge of your garage. By law, the driver can not enter your residence, this includes your garage or any service elevators.
If an order is canceled prior to shipment, payment will be refunded fully. Note that we consider your product to be “shipped” when a Bill of Lading is generated for a freight carrier. After products are considered shipped, cancellations are treated as returns as described below.
All returns require a Return Merchandise Authorization (RMA) from our Customer Service Department. Please call (800) 983-0067 option “2” to obtain an RMA. No returns will be accepted or any credit granted without an RMA. To receive a credit or replacement unit, we must first have a chance to receive and completely inspect your return.
Per our “30 Day Risk-Free Return Policy” returns will be accepted within 30 business days of product receipt. Shipping charges on returns shall be the responsibility of the customer and all returned items must be returned in “new” or “like new” condition, in undamaged original manufacturer’s packaging, and with all original product manuals. After the product is received, inspected and verified to be in “like new” condition, a full refund will be provided on the product purchase price minus any original shipping charges and a 15% restocking charge. For products sold with a “Free Shipping Promotion”, the actual freight cost to originally ship the product will be deducted from your refund.
If you refuse an item delivered by a commercial shipping company for any reason other than damaged merchandise or a shipping error by us, the item shall be treated as a return and charges described above shall be applied.
The most common damage during transit is caused by forklifts. Near 100% of these instances do not require that you send the sauna back or refuse the shipment. Most of Finnmark Design saunas are modular. This allows Finnmark Designs to simply send a replacement panel, T&G panel or touch up kit. If you refuse a shipment without marking the delivery receipt as damage or possible concealed damage without first speaking with Finnmark Designs, you will be charged shipping both ways and a restocking fee.
All products Finnmark Designs manufacturers go through a rigorous quality control inspection. We are one of very few sauna manufacturers that thoroughly test each product before it leaves our facility. In rare cases there may be internal damage to electronic components or heaters from freight companies mishandling the product. If this issue occurs our technical support team will walk you through the proper diagnostics. All of our saunas were built in a way that almost anyone can remove and replace components. In the event that you are unable or the issue becomes unresolved after 60 days, at Finnmark Designs discretion, we will pay for a 3rd party electrician or handyman to fix your sauna. In the ultra rare case that your issue can’t be resolved, we will organize our freight carrier to pick up your sauna in it’s original boxes on the original pallet. If you no longer have the original boxes or pallet you will be required to source these items locally or a packaging fee of 10% will be deducted from your return balance.
California Fullfillment
625 W. Victoria St. Compton, CA 90220
Nevada Design Center
6231 Mcleod Dr. STE A
Las Vegas, NV 89120
(800) 983-0067
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