Shipping policy

Order Processing

As soon as you place your order, you will receive an automated order confirmation email.  This means that we have received your order in our system and pre-authorized your credit card for the purchase. All orders are processed and submitted within 24 hours, but typically within 1-2 hours. Orders may be canceled free of charge before processing. 

Order Shipment

We offer Free Shipping on most orders! Exclusions apply to some of our sauna brands. Contact us to inquire whether the item you are interested in qualifies for free shipping.

 

Most products ship within 2-7 business days from the date of your order.  Custom-made, made-to-order, and items built at the time of order, require additional lead time that varies based on the product - up to 45 days. We will email you tracking information within 24 hours of being notified of shipment. For shipping questions, requests for tracking, missing parts, or shipping damage claims, please email us at support@sanctuaryoutdoorliving.com, chat with us (in the lower right-hand corner) or call us at (866) 989-5708.

Carrier Selection

We reserve the right to choose the carrier for your shipment.  When available, we will ship via UPS or FedEx. Items too large for these carriers will ship via LTL freight. Please reference "Large Item Delivery Information" for large item time frames, and information.

We don't have any control over the shipping companies themselves. Once the shipment is with the delivery company, we cannot change shipping addresses or schedule specific delivery dates. We will provide tracking info so that you can track the ETA of your order.  We will advocate on your behalf with the shipping company, if necessary.

Large Item Delivery Information

Please allow up to 8 business days for delivery of ready manufactured products. Items built at the time of order may take up to 6 weeks to ship. We will email you with shipping information and ETA as soon as we get it from the vendor.

Residential Shipping Information for LARGE/Freight-Shipped Items

Vendor Responsibilities 

Building and packing your product into crate(s) or onto a pallet (or pallets)

Arranging for shipping to your home

Trucking Company Responsibilities

     1) Making an appointment to deliver your product

     2) Delivering your product to the end of your driveway or curbside

          a. The trucking company is NOT responsible for unloading the product

          b. The trucking company is NOT going to back their truck into your driveway

          c. Most times the trucking company will deliver with an 18 wheel truck

               i. Will this size truck fit on your road or neighborhood?

     3) If the product crate(s)/pallet(s) is less than 92” (7 feet), the trucking company may have a lift gate on the back of the truck which can be used to assist getting the product off the truck.

     4) If the product crate(s)/pallet(s) is more than 92”, there will not be a lift gate to unload the product crate(s)/pallet(s) and the customer needs to decide how they are going to get the crate(s)/pallet(s) off the truck.

Customer Responsibilities

     1) Returning phone calls to the trucking company in a timely manner to arrange delivery

     2) Determining how the product is going to be unloaded from the truck

          a. crate(s)/pallet(s)s will vary from 6 feet long or longer

          b. The crate(s)/pallet(s)’s weight will vary from at least 800 pounds or more

     3) Customer is responsible for unloading the product crate(s)/pallet(s) from the truck

          a. Suggested methods for unloading the truck

               i. Use a forklift or other mechanical piece of equipment

                    1. When using a forklift to pick up the crate(s)/pallet(s)s, they must be picked up from the end of the crate(s)/pallet(s) and fork lift extensions are required.

               ii. Renting a tilt tow truck to pick up the product from the local terminal and have it delivered to your home

               iii. Have a crew of helpers able to either take the product off the truck or unload the crate(s)/pallet(s) while on the truck until the crate(s)/pallet(s) can be lifted off the truck

     4) If the crate(s)/pallet(s) arrives damaged, you can accept the shipment, however, please take pictures of the damage, and note the damage on the shipper’s Bill of Lading (BOL). Immediately, contact us at support@sanctuaryoutdoorliving.com, so we can contact the shipper.

          a. Mark the Bill of Lading (BOL) with “crate(s)/pallet(s) arrived open/damaged- Possible Hidden Damage.”

Buisness Address: 3400 Cottage Way STE G2 24401 Sacramento, CA 95825

Email: support@sanctuaryoutdoorliving.com

Phone:(866) 989-5708

Business Hours: Mon-Sat 9am-6pm PST