Purchases, Shipping and Returns
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Order Policy – Shipping, Returns, Refunds
Last Updated: June 22, 2026
Please review the details below prior to placing your order. By placing an order with Dovetail Sauna, you acknowledge and agree to the terms outlined in this Policy.
1) Shipping Details
Standard Shipping
Delivery Timing
Delivery Methods
Access Limitations
If a truck cannot access your address (narrow/steep roads, weight limits, low branches, gates, HOA restrictions, limited turnaround, etc.), you may need to meet the carrier at an alternate location or pick up from the terminal. Tell us in advance, work with us and we’ll work with you to plan the right service. If access issues are discovered at delivery, any special services, re-delivery, storage, or auxiliary charges will be the customer’s responsibility.
2) Freight Delivery: What to Expect
3) How to Receive Freight
4) Inspection & Claims (Read Carefully)
Mandatory for all deliveries (parcel & freight)
5) Order Processing & Cancellations
6) White-Glove Delivery (Optional, Paid)
Please contact us to arrange this service. Service may not be available for all products.
7) Returns
Qualified (returnable) products are any items that are in original new condition and include the original box, UPC bar code, packaging and all accessories and documentation, and are not excluded below.
Customers will be charged an additional fee (up to 20% of the purchase price) for restocking/reconditioning the subject item(s) if they return a product in an opened or non-factory sealed box.
Exclusions from the Return & Refund Policy
Aroma Oils & Menthol Crystals: To ensure the quality and safety of these items, aroma oils and menthol crystals are NOT returnable under any circumstances.
Sauna Rooms & Wood: Pre-cut, Pre-fabricated, Modular, Two-piece, Infrared, Pre-built, Custom Cut and Designer Sauna Rooms, along with any type of wood, are cut to order and consequently are NOT returnable items.
Sauna Heaters: Please note that sauna heaters are NOT returnable. If there is an issue with your sauna heater when it arrives, please contact us immediately for assistance. We're here to help resolve any issues.
Steam Diffusers: Steam Diffusers may not fit your steam head, are aesthetically unattractive, will noticeably wear, crack and fade with normal use and are a consumable component. Due to the specific use and nature of steam diffusers, they are NOT returnable items.
Steam and Sauna Doors: Steam shower doors and sauna doors are custom made items constructed for specific and individual applications. Due to their uniqueness, steam and sauna doors are NOT returnable items.
Commercial Sauna Heaters & Steam Boilers: Commercial equipment and accessories on this site are NOT returnable. Commercial products are not stock items, rather they are made for your project's own uniqueness.
Parts: To ensure the quality, safety and performance of all parts, we cannot accept returns on parts.
Missing accessories: The value of missing items will be deducted from the credit amount of a return. For even exchanges, we will exchange what is returned (e.g., box for box, manual for manual, etc.) In some cases, missing accessories or components may render the product useless and, consequently, may not be returnable.
Promotional packages: Returns for promotional package items will only be accepted if all components of the promotional package are returned. Individual package components may be exchanged if defective.
Shipping errors: For any Product received that is not the Product ordered, we will exchange the item at no additional cost upon verification. Proof of purchase (e.g. order confirmation, packing slip or record of purchase in our system) is required for all returns.
Return Shipping Charges: Dovetail Sauna is not responsible for shipping charges for returns.
Must be arranged before shipment. Contact taylor@dovetailsauna.com for pricing and availability in your area.
Requesting A Return Authorization
Merchandise purchased online which qualifies for return may be shipped to our authorized return center. Before returning anything to us, you first must fill out Return Authorization form, contact taylor@dovetailsauna.com to receive the form. All returns are handled by email or facsimile. Any returns sent to us without a pre-approved RA may be refused without notice, automatically returned, and a handling fee assessed. A product RA is valid for 30 days from its original order shipping date.
Important: The supplier must receive a qualified product return within 30 days of its original order shipping date. Sales are final 30 days from shipping date.
Unapproved Returns: Any returns mailed to us without a pre-approved RA may be refused without notice, automatically returned and a handling fee assessed. A product RA is valid for 30 days from its original order shipping date.
Returns & Refund: Customers are responsible for all shipping and insurance charges for returns, unless otherwise indicated. If you choose not to insure your package, you will be responsible for any loss or damage. Upon our acceptance of the merchandise in like new condition and in conformity with our returns policy, the purchase price, less associated fees, will be credited to your credit card. For purchases made with a certified check or money order, a mail refund check will be issued. In either case, please allow 14 days (not including delivery time for mail refunds) from when we accept your returned product for the processing of your applicable refund.
7) New Product Manufacturer Warranties
All new Products are sold with the manufacturer's limited warranty. The warranty periods and service vary by manufacturer and Product. The full text of any such warranty is available on its respective manufacturers’ site or upon request.
8) Contact Us
By placing an order with Dovetail Sauna, you acknowledge and agree to the terms outlined in this Policy.
