Damage Policy

At Elite Sauna Supply, we work with authorized suppliers and freight carriers to deliver premium wellness equipment and accessories to our customers, including saunas, heaters, cold plunges, hot tubs, and related products. While shipments are handled professionally, damage can occasionally occur during transit.

Many of our products ship via LTL freight on pallets and in large crates, it is critical that all shipments are inspected at the time of delivery.

Please read this policy carefully. Failure to follow these steps may result in denial of replacement or refund.

 

1. Inspection Upon Delivery

All customers must inspect their shipment immediately upon delivery before signing the freight carrier’s delivery receipt.

This includes:

  • Outer crate or pallet
  • Boxes and wrapping
  • Glass panels
  • Doors
  • Heater and control boxes

If any damage is visible, you must:

  • Take clear photos of the damage
  • Write “DAMAGED” on the delivery receipt
  • Refuse the shipment if damage is severe

Important Note: If you sign the delivery receipt without noting damage, the shipment is considered accepted in good condition and freight claims may be denied.

 

2. Concealed Damage (Not Visible at Delivery)

If damage is discovered after unpacking, it must be reported within 48 hours of delivery.

You must provide:

  • Photos of the damaged item
  • Photos of the original packaging and crate
  • Your order number
  • A short description of the issue

Email all information to: support@elitesaunasupply.com

Claims submitted after 48 hours may not be eligible for replacement.

 

3. If Damage Is Confirmed

Once damage is verified and properly documented, Elite Sauna Supply will forward your complete claim package to the supplier responsible for the shipment.

This includes:

  • Photos of the damaged item
  • Photos of the original packaging and crate
  • Delivery receipt and order information
  • Your written description of the issue

The supplier will then:

  • File the freight claim with the carrier
  • Coordinate inspections if required
  • Approve replacement parts, repairs, or unit replacement

Resolution
Once the claim is approved by the carrier and supplier, replacement parts, repair authorization, or unit replacement will be issued based on their determination.

Timeline
Freight claims typically take 2 to 4 weeks to process, depending on the carrier and the extent of the damage. Elite Sauna Supply will keep you informed of updates provided by the manufacturer or distributor.

 

4. What Is Not Covered

The following are not considered freight damage:

  • Scratches, dents, or cracks reported after 48 hours
  • Damage caused by moving the sauna after delivery
  • Damage caused by improper installation
  • Normal wood movement, knots, or grain variation
  • Cosmetic wood characteristics (these are natural in sauna materials)

 

5. Chargebacks and Disputes

If a customer files a chargeback instead of following this process:

  • The warranty and replacement process is automatically voided
  • Elite Sauna Supply may no longer be able to recover damages from the carrier
  • Any chargeback will be contested with shipping documentation and proof of delivery

We strongly encourage customers to work with us directly so issues can be resolved quickly and fairly.

 

6. Responsibility Chain

All saunas are shipped directly from the supplier via freight carrier.

Damage in transit is the responsibility of the carrier and supplier.

Elite Sauna Supply acts as the authorized dealer and claims coordinator.

We will always advocate for our customers, but proper inspection and documentation is required.

 

Questions About Shipping Damage?

Our customer service team is here to guide you through the damage reporting process and keep you informed as your case is reviewed. Please contact us immediately if you receive a damaged product.