Shipping & Return Policy
We want your buying experience to be as simple and stress-free as possible. Below you'll find everything you need to know about receiving your sauna, inspecting your shipment, and our policies on cancellations and returns.
Receiving Your Shipment
Your SaunaCloud sauna ships via freight carrier on a pallet. All residential deliveries include free lift gate service, which lowers the pallet to ground level at the end of your driveway or nearest accessible point. The freight driver is not responsible for carrying the sauna inside your home.
When the driver arrives, please inspect the outside of all packaging carefully before signing the bill of lading. Look for any visible dents, tears, punctures, or crushed corners. If you see damage, note it clearly on the bill of lading before signing. This is critical for any freight claim.
Shortages, Wrong Items, or Visible Freight Damage
If you notice any visible freight damage to the packaging or product at the time of delivery, note the specific damage on the bill of lading before signing. Accept the shipment — do not refuse it — and contact SaunaCloud within 14 days of final delivery. Shortages and wrong items must also be reported within that same 14-day window. We will work with the carrier to file a freight claim and arrange for replacement parts or a full replacement unit as needed.
Concealed Loss or Damage
If you discover damage after unpacking that was not visible at the time of delivery, contact SaunaCloud as soon as possible. Please save all original packaging materials and the shipping container, as the carrier may need to inspect them to process a concealed damage claim.
Use Owly in your customer portal first. If the issue remains unresolved, email service@saunacloud.com
Phone voicemail (response by email): 1-800-370-0820
Refusing a Shipment
Please do not refuse a shipment before using Owly or emailing service@saunacloud.com. Refused shipments may incur additional return freight charges and restocking fees. In most cases, damage can be resolved more quickly by accepting the delivery and keeping the issue documented by email.
Cancellation Policy
All SaunaCloud saunas are custom-built to order. Once your order is placed, cancellations are not accepted. Please ensure you are ready to proceed before confirming your purchase.
Return Policy
All sales are final. SaunaCloud saunas are custom-built to order and are not eligible for return or refund once the order has been placed.
Warranty Notes
| Component | Warranty Period |
|---|---|
| Carbon infrared heating panels | 7 years |
| Halogen full spectrum heaters | 7 years |
| Power supply, control panels, and junction boxes | 3 years |
| Red light therapy | 1 year |
| Lights and speakers | 1 year |
| Wood (T&G, bench, trim) | Not covered; natural variation is not a defect |
| Commercial installations | 1 year (covered parts from final delivery; wood not covered) |
For residential installations, product lifetime is seven years from final delivery. Replacement-part shipping or freight, labor, diagnosis, service calls, and electrician costs are not covered. Outdoor roof assemblies have separate 3-year coverage.
For a warranty claim, use Owly in the customer portal first. If unresolved, email service@saunacloud.com with your registration number (found on the About tab of the touch panel), final delivery date, and a description of the issue. Phone calls go to voicemail and receive an email response.
Questions About Shipping or Returns?
Book a call for pre-purchase questions. Existing owners should use Owly first, then email service@saunacloud.com; phone messages receive an email response.