Shipping policy

At SisuWell, we work with authorized manufacturers, fulfillment partners, and professional freight carriers to deliver home saunas to eligible destinations throughout the United States.

Due to the size, weight, and specialized transportation requirements of our products, shipping and delivery procedures may differ from those associated with standard parcel shipments.

This Shipping & Delivery Policy explains order processing, delivery eligibility, freight handling, customer responsibilities, and procedures for reporting shipment issues.

Customers should review this policy before placing an order.

1. Shipping Destinations and Eligibility

SisuWell ships to eligible residential and commercial addresses within the United States, subject to product availability, manufacturer distribution arrangements, carrier service areas, and delivery-access requirements.

Not every location is eligible for standard freight delivery.

We ship to the 48 contiguous U.S. states and Washington, D.C. We do not currently ship to Alaska, Hawaii, U.S. territories, APO/FPO addresses or international destinations.

SisuWell reserves the right to decline or cancel an order when delivery cannot reasonably or safely be arranged.

If an order cannot be fulfilled because the delivery destination is not serviceable, SisuWell will communicate the available options and provide any refund required by applicable law.

Customers who are uncertain whether their property can accommodate freight delivery should contact SisuWell before purchasing.

2. Order Processing and Manufacturer Fulfillment

After an order is submitted, SisuWell may verify:

  • Payment authorization and transaction security.

  • Product availability and exact model information.

  • Shipping address accuracy.

  • A working customer telephone number.

  • Freight accessibility and applicable delivery restrictions.

  • Manufacturer fulfillment requirements.

Many SisuWell products ship directly from an authorized manufacturer's facility rather than from a warehouse operated by SisuWell.

For certain qualifying in-stock products supplied through our current fulfillment arrangements, order processing and preparation for shipment generally take approximately 1–2 business days after the order is accepted for fulfillment.

Actual processing times may vary because of inventory status, order verification, holidays, manufacturer operations, or other circumstances.

Processing time is separate from carrier transit time.

SisuWell will communicate applicable shipping expectations and comply with any legally required shipment deadlines.

3. Shipping Costs

Standard curbside freight delivery is included at no additional shipping charge for eligible products and destinations where indicated during checkout.

This included service covers the applicable standard freight transportation arrangement to an eligible delivery location.

It does not automatically include:

  • Inside delivery.

  • Placement in a garage, home, or commercial building.

  • Unpacking or packaging removal.

  • Assembly or installation.

  • Electrical work.

  • Crane services or specialized lifting equipment.

  • Stair handling.

  • Additional labor or premium delivery services.

  • Special transportation arrangements outside standard carrier service.

Certain destinations or customer-requested services may require additional charges.

Any necessary additional charges will be disclosed and agreed to before they are imposed, as required by applicable law.

If a delivery cannot be completed under the original arrangements, SisuWell will communicate the available alternatives, applicable charges, and cancellation or refund options.

Standard shipping being included in the purchase price does not mean that every destination or optional freight service is available without restriction.

4. Freight Delivery Service

Most full-size saunas are transported using commercial freight carriers.

Shipments may arrive on pallets and may consist of one or multiple cartons, depending on the model.

Freight transportation may involve large commercial vehicles, including semi-trucks that can be approximately 53 feet long.

Unless expressly confirmed otherwise in writing, delivery is limited to the accessible curbside area or the end of the driveway, as determined by the carrier's operating and safety requirements.

The driver is generally responsible for unloading the freight at the designated accessible delivery point.

The driver is not required to carry merchandise into a building, unpack cartons, assemble the sauna, or move the shipment beyond the authorized unloading area.

Customers are responsible for making appropriate arrangements to move the merchandise safely from the curbside delivery location to its intended installation area.

Customers should consider carton dimensions, shipment weight, available assistance, and appropriate moving equipment before delivery.

SisuWell does not guarantee that a freight vehicle can reach a particular driveway, entrance, or property.

5. Delivery Access Requirements

Customers must provide complete and accurate delivery information during checkout.

This includes the recipient's name, shipping address, reachable telephone number, and relevant access instructions.

Certain property conditions may prevent a standard freight truck from reaching the delivery location.

Examples include:

  • Narrow residential streets.

  • Roads with insufficient turning space.

  • Dead-end roads and cul-de-sacs.

  • Dirt or gravel roads.

  • Steep, restricted, or unusually long driveways.

  • Low-hanging branches or overhead obstructions.

  • Gated communities.

  • Apartment complexes.

  • Roads with commercial vehicle restrictions.

  • Locations where large trucks cannot safely maneuver.

Customers must disclose known access restrictions before shipment.

The carrier may require the customer to meet the driver at an accessible location or arrange an alternative delivery method.

Alternative arrangements are not guaranteed and may involve additional transportation charges.

SisuWell may contact the customer before shipment to confirm access conditions and delivery expectations.

Failure to provide accurate information may result in delays or additional charges, subject to applicable law and prior disclosure requirements.

6. Delivery Appointments and Customer Availability

Freight deliveries commonly require an appointment.

For applicable freight shipments arranged through our fulfillment partners, the carrier generally contacts the recipient approximately 24–48 hours before delivery to arrange or confirm a delivery appointment.

Delivery appointments may be provided within an estimated four-hour window, depending on the carrier and destination.

The customer must provide a reachable telephone number and respond to reasonable scheduling communications.

The customer or an authorized representative should be available to receive and inspect the shipment at the agreed delivery location.

Carrier appointment windows may change because of traffic, operational restrictions, weather, or other circumstances.

Customers who cannot attend a scheduled appointment should contact the carrier or SisuWell as early as possible.

Additional carrier fees associated with missed appointments, repeated delivery attempts, or customer-requested scheduling changes may apply where properly disclosed and permitted by law.

7. Shipping and Delivery Timeframes

Shipping and delivery times depend on the product, manufacturer, destination, inventory availability, and freight carrier.

Our current fulfillment arrangements include the following general planning estimates for certain qualifying in-stock products:

Order processing: Approximately 1–2 business days.

West Coast transit: Approximately 3–5 days.

East Coast transit: Approximately 14–16 days.

These estimates are not universal commitments and may not apply to every product, supplier, destination, or shipping method.

Processing time is not included in the carrier transit estimates.

Weekends, holidays, carrier appointments, remote destinations, and transportation disruptions may affect total delivery time.

Actual order-specific shipping commitments, when provided, will control over general estimates.

SisuWell does not guarantee a specific delivery date unless that commitment is expressly confirmed.

However, SisuWell will comply with all applicable laws concerning shipment representations, delivery obligations, delays, cancellations, and refunds.

8. Shipment Tracking and Carrier Communications

When shipment information becomes available, SisuWell will provide the customer with applicable tracking details or carrier instructions.

Tracking information may not become available until the manufacturer releases the shipment and the carrier processes it.

Freight tracking systems may provide fewer or less frequent updates than standard parcel services.

Customers should use the available carrier information to monitor shipment progress and coordinate delivery appointments.

If a shipment appears delayed, missing, or incorrectly routed, customers should contact SisuWell so the issue can be investigated.

SisuWell will coordinate with the manufacturer or carrier as appropriate.

9. Delivery Inspection and Visible Freight Damage

Customers are strongly encouraged to inspect the exterior packaging immediately upon delivery.

Before signing the delivery receipt, customers should examine the cartons and pallet for visible damage, including:

  • Holes or punctures.

  • Crushed packaging.

  • Torn or severely damaged cartons.

  • Signs of mishandling.

  • Missing cartons.

  • Significant visible damage to the shipment.

Where damage is present, customers should photograph the shipment and record the condition accurately on the carrier's delivery receipt.

If the damage is substantial, refusing the affected shipment may be appropriate.

Customers should contact SisuWell promptly for guidance.

Signing a delivery receipt without noting visible damage may complicate a freight claim.

However, acceptance of delivery does not automatically eliminate legal rights concerning damaged or defective merchandise.

Customers should retain the original packaging and documentation whenever reasonably possible.

10. Concealed Damage and Missing Components

Customers should unpack and inspect their sauna as soon as reasonably possible following delivery.

If concealed damage, missing components, or an incorrect model is discovered, customers should notify SisuWell promptly.

For applicable products, the manufacturer requests that concealed freight damage be reported with supporting photographs within 48 hours of delivery.

This reporting period assists with manufacturer and freight-carrier investigations.

To report an issue, email hello@sisuwell.com and provide:

  • Full name and order number.

  • Product name and model number.

  • Delivery date.

  • Shipment tracking information, if available.

  • A description of the issue.

  • Clear photographs of affected merchandise and packaging.

SisuWell will review the information and coordinate an appropriate resolution with the manufacturer or carrier.

Depending on the circumstances and applicable obligations, resolution may involve replacement parts, repair, replacement merchandise, refund, or another legally appropriate remedy.

The manufacturer's requested 48-hour reporting period does not override applicable consumer-protection rights.

Customers should not dispose of damaged components or original packaging until they have received appropriate guidance, where reasonably possible.

11. Failed Deliveries, Refused Shipments, and Additional Charges

A freight delivery may be unsuccessful because of inaccurate address information, unavailable recipients, restricted property access, or other circumstances.

When a failed delivery results from circumstances attributable to the customer, the carrier may assess additional charges.

These may include:

  • Redelivery fees.

  • Storage charges.

  • Address-correction fees.

  • Customer-requested rerouting costs.

  • Special handling expenses.

  • Return transportation charges.

Such charges will be assessed only where properly disclosed, legally permitted, and applicable to the circumstances.

Customers should not refuse an otherwise conforming shipment solely to initiate a voluntary return without first contacting SisuWell.

Unjustified refusal of delivery may be treated as a discretionary return request and may involve applicable freight expenses under the Return & Refund Policy.

However, this provision does not restrict lawful rejection of damaged, defective, incorrect, or otherwise nonconforming merchandise.

Additional charges resulting from a SisuWell or manufacturer error will be handled according to the circumstances and applicable law.

12. Shipping Delays, Unavailable Products, and Cancellations

Although SisuWell and its fulfillment partners make reasonable efforts to process orders efficiently, unforeseen delays may occur.

Possible causes include:

  • Manufacturer inventory shortages.

  • Freight-carrier disruptions.

  • Severe weather.

  • Transportation restrictions.

  • Operational or warehouse delays.

  • Delivery-access complications.

  • Other circumstances outside normal operating conditions.

If SisuWell determines that an order cannot be shipped within the applicable promised shipment period, we will provide the notice, revised shipment information, cancellation options, and refunds required by applicable law.

Where no shipment period has been clearly represented, applicable federal law generally requires a reasonable basis for shipment within 30 days.

Customers will not be required to accept indefinite shipping delays contrary to applicable law.

If an order is canceled because SisuWell cannot fulfill its shipping obligations, any refund required by law will be processed within the applicable legal timeframe.

Discretionary cancellation or return requests unrelated to a legally required shipping remedy are governed by our Return & Refund Policy.

13. Assembly and Installation

Shipping does not include assembly, electrical installation, or preparation of the installation location unless a separate service is expressly offered and agreed to in writing.

Customers are responsible for reviewing the applicable manufacturer's assembly manual and ensuring the installation location meets the product's requirements.

Installation time, complexity, electrical requirements, and included equipment vary by model.

Qualified professionals must perform electrical or other installation work wherever required by the manufacturer or applicable law.

SisuWell does not guarantee the suitability of a customer's property or existing electrical system for a particular sauna.

Customers should verify compatibility before placing an order.

14. Contact Information

For questions about shipping eligibility, delivery appointments, freight restrictions, tracking, or damaged shipments, please contact:

SisuWell Customer Support

Email: hello@sisuwell.com

Phone: +1 (307) 333-9899

Website: https://sisuwell.com

Support hours: Monday–Friday, 9 AM–5 PM Central Time.

We aim to respond to customer inquiries within one business day.

For shipping questions, customers should contact us before placing an order whenever possible, especially if their location has unusual freight-access requirements.

Consumer Rights

Nothing in this Shipping & Delivery Policy excludes or limits any consumer right, refund entitlement, shipping obligation, or legal remedy that cannot lawfully be waived.