Shipping & Returns
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provide when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at firstname.lastname@example.org.
Shipping Times vary between products and also vary depending on your proximity to the warehouse that your product will be shipped from. The majority of our products ship within 5-10 business days once your order has been processed.
*Exception: The primary exception to the shipping time stated above is for any products that are custom-made to order or are built to order. The following lead times are currently expected for the following products:
- Dundalk Saunas: 20-25 weeks for crafting all the pieces & 1-2 weeks shipping time once your sauna is built.
- Dundalk Outdoor Showers: 10-15 weeks for crafting all the pieces & 1-2 weeks shipping time once your shower is built.
- Custom Enlighten Saunas: 5-8 weeks for construction
- Any Out of Stock Product (Any Brand): Out of stock products can be re-stocked fairly quickly, to find out when your product will be back in stock please email email@example.com. In most cases, you will be able to make a pre-order to expedite your order while out of stock.
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrived damaged, please send photos to firstname.lastname@example.org and we will process an insurance claim on your behalf.
Cancellations & Refunds:
All orders cancelled after 48 hours are subject to a $30 administration fee, whether or not your order has shipped. If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order. Note: The protocol for returns are not the same for each product. To find out more about the return policy and return process, please refer to our refund policy page here.
Return policies also vary by product. See below for return policies for each brand:
Sunray Products: You can return any Sunray products purchased from supremesaunas.com within 30 days from the shipping date when it leaves the warehouse if the item is brand new and uninstalled. The item should be in its new and original condition (including: packaging, manuals, accessories, original crate, etc.). Refunds will be processed within 3 business days from the time the return is received at our warehouse. Due to the high risk of damage when shipped back to our location, you must package the product the same way you received it including any shrink wrap, tape and form. This will help prevent damages back to us. Damaged packages shipped back to us due to poor packaging may result in a restocking fee of up to 25%.
The customer must pay all costs related to original shipping and return shipping even if shipping was free. After receiving and inspecting the returned merchandise, we will reimburse your credit card for the purchase price of the item, less the original shipping fee, return shipping fee, and less a restocking fee of 15%.
- Dundalk Products: Dundalk products cannot be returned. It is the customer's responsibility to make note of damages to the crate when it arrives and take pictures and make note's on the Bill of Lading that must be signed when the truck arrives with your shipment. Mark Bill of Lading with "Crate arrived damaged/open - Possible Hidden Damage". Customers are welcome to keep product if damaged, but customer must provide pictures in order to be granted a refund.
- Enlighten Saunas: If you wish to return an Enlighten product please email email@example.com or call 888-877-2862 (Enlighten Returns) so we can send you a Return Aithorization Form. Upon review, Supreme Saunas will return the request via e-mail with a RMA number. No return will be accepted without a RMA number. Include with your return your order number along with the approved RMA form. The RMA number must be clearly marked on the return label. All goods must be returned in new condition. Company will refuse any item marked Freight Collect. Customer must cover shipping costs for returning the new product. Once the item is returned, credit will be reimbursed to the customer in full.