Shipping policy

 Last updated: 28th May, 2026

Saunasanctum.com is operated by Momentum Group LLC, a U.S.-registered limited liability company, doing business as Sauna Sanctum (“Sauna Sanctum,” “Company,” “we,” “our,” or “us”). At Sauna Sanctum, we prioritize transparency and a smooth delivery experience for every customer. Below is a clear explanation of how shipping works for all products we carry.

1. Where We Ship

• We currently ship to the 48 contiguous United States only.
• We do not ship to Alaska, Hawaii, U.S. territories, PO Boxes, APO/FPO addresses, or international destinations.
  

2. Free Standard Shipping on Most Orders

• Most eligible orders include free standard shipping within supported locations in the 48 contiguous United States.
• Free standard shipping does not include optional services, such as inside delivery, special handling, or carrier-provided off-loading services upon customer request. Any optional service selected through Sauna Sanctum will be disclosed and approved before it is added to the order.
• Certain remote, restricted-access, island, or ferry-access destinations may not qualify for standard free shipping. Eligibility and any mandatory shipping charge must be confirmed before processing or shipping the order for approval and payment. Customers can approve the additional charge or cancel the order for a full refund.
• Customers may be responsible for additional carrier charges resulting from missed delivery appointments, inaccurate delivery information, post-shipment rerouting, extended storage, or redelivery. Refused-delivery charges do not apply when delivery is reasonably refused because of documented serious shipping damage, an incorrect shipment, or carrier error.

3. Order Processing & Cut-Off Time

• Order cut-off time: 5:00 PM MST (Monday–Friday)
  Orders placed after the cut-off time, on weekends, or holidays are processed on the next business day.
• Order processing time: Standard in-stock orders are processed within 1–2 business days, Monday through Friday.

4. Estimated Delivery Timeframes

These transit estimates apply after an order has been processed, fulfilled, and dispatched.

• Carrier scheduling
• Weather or seasonal disruption
• Rural or restricted delivery zones
• Freight-terminal congestion
• Delivery appointment availability
• Other carrier-related circumstances outside our reasonable control

We make reasonable efforts to keep customers informed of significant shipping or delivery changes.

5. Shipping Methods

Ground Shipping (UPS / FedEx)

Used for:

• Accessories
• Controls
• Vital Red Light products
• Some smaller heaters or lightweight components

Delivery:

• Delivered to the address provided
• Signature may be required for high-value items

LTL Freight Shipping (Large & Palletized Items)

Used for:

• Full sauna units
• Large heaters
• Heater-and-stone bundles
• Heavy or palletized products from brands such as Kohler, SaunaLife, Finnmark, Saunum, HUUM, and Harvia
• Oversized or pre-assembled sauna products, where applicable

Delivery:

• Standard freight delivery is curbside only, usually at the end of the driveway or the nearest accessible delivery point. Signature is required.
• The freight carrier may call 24–48 hours in advance to schedule the delivery appointment.
• Delivery usually takes place Monday–Friday during business hours.
• Freight drivers are not required to move products indoors, upstairs, onto decks, into garages, through gates, into backyards, or into installation areas.
  
• Standard curbside freight delivery does not include customer-requested inside delivery, special handling, or carrier-provided off-loading services upon customer request. Some oversized products may require customer-provided equipment, such as a forklift or crane, for unloading or movement. When customer-provided off-loading equipment is required, that requirement will be confirmed before shipment. The customer is responsible for arranging and paying for that equipment unless otherwise agreed in writing.
  
• If the delivery location has restricted access, narrow roads, steep driveways, gates, limited truck access, or other special delivery conditions, please notify us before shipment or discuss those details with the carrier when the delivery appointment is scheduled.

Packaging:

• Shipments may arrive palletized, crated, boxed, securely packed, or upright where applicable, depending on the product and brand.
• Pre-assembled or oversized sauna products may arrive on a large pallet, crate, or similar freight packaging with protective wrapping or covering.
  

6. Shipment Inspection & Delivery Issues

6.1 Delayed or Lost Shipments

• If your order does not arrive within the estimated delivery timeframe, please contact us at support@saunasanctum.com with your order number.
• We will investigate the shipment with the carrier. If the carrier confirms that a shipment is lost or cannot be delivered because of a carrier-related issue, we will arrange a replacement where available or issue a refund for the affected product.

6.2 Damaged Shipments

Please inspect the packaging and visible condition of the shipment before signing for delivery.

• Note any visible damage on the carrier’s delivery receipt.
• If severe damage is visible, you may refuse the delivery.
• Take clear photos or videos of the product, packaging, pallet, shipping labels, and damaged area.
• Keep all original packaging and materials until the claim has been reviewed.

Report visible shipping damage within 48 hours of delivery or attempted delivery.

If concealed damage is discovered after unpacking, report it within 5 calendar days of delivery and provide your order number, photographs or videos, and a description of the damage.

After reviewing the claim, the resolution may include replacement parts, repair assistance, product replacement, or a refund, depending on the nature of the damage, product availability, carrier findings, manufacturer requirements, and applicable law.

Delayed reporting may limit our ability to recover a claim from the carrier. However, each case will be reviewed individually, and these reporting timeframes do not limit any rights available under applicable law or an applicable manufacturer warranty.

6.3 Missing or Incorrect Items

Report missing boxes, components, accessories, or incorrect products within 7 calendar days of delivery.

Please provide:

• Your order number
• A description of the missing or incorrect item
• Photos of the products and packaging received
• Photos of the shipping labels and packing slip, where available

We will investigate the issue and, where appropriate, send the missing or correct item or issue a refund for the affected item.

6.4 Packages Marked as Delivered but Not Received

• If tracking shows that your package was delivered but you cannot locate it, please check the delivery area, building reception, household members, and nearby locations before contacting us.
• Report the issue within 5 business days of the carrier’s delivered status. We will open an investigation with the carrier and provide the appropriate resolution that may include a replacement or refund, depending on product availability and the investigation findings.

6.5 Shipping Delays

• If we become unable to ship an order within the stated or agreed timeframe, we will notify the customer and provide an updated estimated shipping date.
• The customer may accept the revised timeframe or cancel the unshipped order for a full refund.

7. Order Tracking

Once shipped, a tracking link and tracking number are emailed within 24–48 hours so you can follow your delivery progress. You can track orders directly on the carrier’s website using the tracking link, or through our tracking page using the tracking number or order details.

8. Address Changes

• We can update the delivery address before shipment when possible. To avoid delays, please contact us within 24 hours of placing your order.
• Please make sure your shipping address is correct. After an order has shipped, address changes or rerouting requests are not guaranteed.
• If a shipment is returned because the address cannot be corrected or delivery cannot be completed, applicable return shipping, freight, storage, or restocking terms under our Return & Refund Policy may apply.

9. Contact Information

We’re here to assist with any shipping or delivery questions.

Website Name: saunasanctum.com
Company Name: Momentum Group LLC
DBA Name: Sauna Sanctum
D-U-N-S Number: 145056673
Address: 208 N 29th St Ste 201 office 214, Billings, MT 59101, United States
Email: support@saunasanctum.com
Phone: +1 307 218 7877
Contact Form: Here

Support Hours:
Monday - Friday: 8 AM - 9 PM MST
Saturday: 10 AM - 5 PM MST
Our team typically responds within 24 hours during business days and support hours.