Shipping Times & Procedures
Shipping times for saunas may vary based on the season and the specific model ordered. For an accurate estimate and to begin planning your delivery, please contact us at Support@tophershomegyms.com. All saunas are shipped via LTL (less-than-truckload) carriers. Once your sauna ships, you will receive a notification, followed by a call from the carrier to arrange delivery. While we strive to accommodate your schedule, please note that delivery dates are ultimately determined by the carrier’s availability. Note: Deliveries to islands will incur additional fees, and customers are responsible for 100% of these extra costs.
Sauna Delivery Details
Your sauna purchase includes curbside delivery to the address provided at checkout. For LTL shipments, a liftgate will be used to offload your sauna; for flatbed deliveries, unloading will be done either manually or with a forklift (refer to our Flatbed Policy for further details). Upon delivery, please inspect the exterior of your shipment. Saunas are shipped in a OSB wooden box. After the driver safely offloads the pallet at your curb, you are responsible for moving the sauna components to your installation site. Most components are manageable for able-bodied individuals, but we recommend having 1–2 people available to assist. A dolly or cart can be helpful for heavier pieces.
Inaccessible Locations
In rare cases where the delivery address is inaccessible to the carrier’s trailer, you must be able to meet the driver at an alternative location suitable for safe delivery. We recommend renting a trailer and parking next to the delivery truck at the designated location to transfer the sauna components.
Island Deliveries
For island deliveries, customers are responsible for all ferry-related costs. If you anticipate needing ferry service, please notify us at the time of purchase. If the driver cannot safely board the ferry, you will need to meet the delivery on the mainland.
Cancellations
If you cancel your order while it is in transit, or are unable to accept delivery within the scheduled timeframe, you will be responsible for both the original and return shipping costs, as well as a 50% restocking fee.
Undeliverable Locations
If the carrier determines that delivery cannot be made due to isolation or other extenuating circumstances, you have the following options:
Option 1: Redirect delivery to an alternative, accessible address (e.g., a parking lot or business address), and transport the sauna to your installation site yourself. Any rerouting fees are your responsibility.
Option 2: Pick up your sauna from the carrier’s local terminal, typically located 30–120 minutes from your original address. Please contact us to arrange this option. You will need a suitable vehicle or trailer for transport.
Option 3: Request delivery via a smaller truck arranged through a third-party carrier. Additional shipping fees (usually $500–$750) will apply. Please contact us if you wish to pursue this option.
Shipments to Hawaii & Alaska
We do not offer direct shipping to Alaska or Hawaii. However, we can ship your sauna to a freight forwarder of your choice. We are not responsible for any damages incurred after the unit arrives at the freight forwarding facility. Warranty claims will be honored per our policy, but all associated shipping fees are your responsibility. Returns Policy Mande Spa USA accepts returns of unopened products within 30 days of receipt. Refunds will be issued for the purchase price, minus both the original and return shipping costs, as well as a 25% restocking fee. Refunds are processed after inspection to confirm all components are present and undamaged. To initiate a return, please contact us at info@mandespausa.com
How long before I receive my sauna?
• Traditional Saunas: Shipping times vary based on factory production and special orders. Current shipping estimates are always available on our website.
• Need a Delay? If you’re going on vacation or need extra time to prepare (such as upgrading your electrical system), we can hold your sauna until you’re ready for delivery. Contact us at info@mandespausa.com
How can I prepare for delivery?
- Order Processing:
Once your order is placed, your sauna will be packaged and prepared for pickup by our freight carrier. You’ll receive tracking information as soon as your sauna ships. If you need tracking details, just call or email us. - Delivery Appointment:
When your sauna arrives at the nearest regional terminal, the carrier will contact you to schedule a delivery—usually 24 hours in advance. Deliveries are made by appointment only and require your signature. Appointment windows are typically four hours. - Delivery Location:
Standard delivery is to your curbside or driveway, depending on accessibility. If you require additional services, you can arrange and pay for them directly with the delivery company. - Special Circumstances:
If you have delivery challenges (such as remote locations, long driveways, low-hanging trees, apartment complexes, or stairs), inform the freight carrier when scheduling your appointment. - Packing Materials:
Your sauna will arrive securely packed in a box strapped to a pallet. Plan ahead for disposal or storage of packing materials. - Inspection Upon Delivery:
The driver will unload the pallet at your curb or driveway. Immediately inspect the boxes for any visible damage. Note and have the driver record any scratches, dents, or marks on the packaging.
• Do not open the boxes to inspect the sauna itself.
• If you notice a large hole or severe damage (such as from forklift forks), refuse delivery.
• If you’re unsure about accepting the delivery, contact us right away at (262) 600-2911 - Assembly Preparation:
Review the sauna assembly overview before your sauna arrives to ensure a smooth installation process.
Questions?
If you have any questions about the delivery process or need help with assembly, please call us anytime. We’re here to help! (262) 600-2911
On the Sauna Delivery Date
We strongly recommend keeping your schedule as flexible as possible on your sauna delivery day. While we do our best to ensure a smooth delivery experience, some carriers may arrive early, late, or have limited communication. Our saunas are typically delivered via LTL (Less-Than-Truckload) carriers using 53-foot trucks equipped with lift gates.
Important: When your sauna arrives, please take photos or videos of the pallet’s condition for your records. Although all parts and components are covered under warranty, documenting the shipment helps us quickly address any damage to the pallet or packaging by sending replacements at no extra cost.
Delivery Details
• Your sauna purchase includes curbside delivery to your home. The delivery driver will offload the sauna pallet using a lift gate at the curb or driveway entrance.
• Please inspect the exterior of the shipment carefully for any significant damage that could affect the sauna. Minor scratches or small tears on the box do not impact the sauna’s condition.
• The sauna will arrive securely packed, wrapped, and strapped on a single pallet that can be moved with a pallet jack (which the driver will have).
• We highly recommend having at least two people available to accept and inspect the delivery. The driver is not required to break down or move the pallet beyond curbside delivery. Some drivers may assist by moving the pallet closer to your door or garage, but this varies by carrier and is not guaranteed.
Delivery Challenges & Options
It is very rare for carriers to refuse delivery due to remote or difficult locations. However, if this occurs, you may choose one of the following:
- Arrange a Smaller Delivery Truck:
Mande Spa USA can coordinate a smaller vehicle through a third-party carrier. Please note, any additional costs incurred will be your responsibility. - Pick Up at Local Terminal:
You may choose to pick up your sauna at the regional terminal. Most saunas fit in a pickup truck or small trailer, and terminals are usually within 1–2 hours of most locations. This option is often best if you are not in a remote area.
Important: If you refuse delivery without pursuing these options, you will be responsible for return shipping fees and any related costs, including re-delivery or storage charges.
Questions or Concerns?
If you have any questions or concerns about delivery to your location, please discuss them with your Mande Spa USA representative when placing your order.