Shipping policy

SHIPPING & RETURNS

Welcome to True North Saunas, When you purchase a product from us, you are subject to the following terms and conditions. You should read these terms and conditions carefully prior to purchasing. By completing a purchase you agree to be bound by these terms.

RETURNS, EXCHANGES, AND REFUNDS

All our products are checked for quality prior to shipping and delivery. If a product contains a manufacturing fault or defect, True North Saunas will replace parts or whole units at our sole discretion.

True North Sauna will accept the return of products within 30 days of receipt for a refund, minus the initial and return shipping charges. The product must be returned in its original wood crate in unused conditions. Credit will be given upon inspection of the product to ensure all items are included and in good condition.

Faults are usually easy to fix with a True North Saunas product, But if the buyer returns the product due to a fault, we will inspect the product after it is returned. If the product is deemed as faulty by True North Saunas after inspection, we will issue a full refund including the shipping fees.

After 30 days from the date of delivery, we cannot accept returns or exchanges.

After 1 day from the time of a customer order, any order that is cancelled ahead of being shipped will be subject to a 3.95% + $500  withholding on their total order amount. This 3.5% + $500 charge covers our payment processing fees and administration fees.

SHIPPING INFORMATION  

Your order will be shipped via third-party freight networks [such as TQL] for delivery to Canada & The United States. The majority of our orders are shipped with either Day & Ross, Vitran, Manitoulin, etc , however the freight carrier can vary depending on your delivery Zip / Postal code."

We will communicate your shipping details to you via email as soon as the product leaves our warehouse. Once products have been shipped, they become the property and responsibility of the shipper. If there are any issues with the shipment, please call the shipping company and detail your Pro number.

Your shipping address will be clearly stated in your order confirmation email. Please ensure you have entered your shipping address correctly, as once the product has been shipped we may not be able to alter the delivery address. In cases where shipments need to be re-routed or re-shipped to a new address, any additional transport fees will be charged to the customer.

If you will be away and unable to receive the goods on your scheduled delivery date, we recommend making arrangements for someone to receive the delivery on your behalf. Any re-delivery or storage fees will be charged to the customer.

 In many instances the end customer will need to hand unload the items from the crate because the crate is too large or heavy for the lift gate, you will need to be ready for this if it occurs, it is at the decresion of the truck driver and transport company.  But see more about this in curbside delivery below.

If an order arrives with an item or items missing from the shipping document, it is the buyer's responsibility to do the following:

1.    Mark these items as missing on the delivery bill of lading. 
2.    Contact the shipping company and have them search for any missing items. If the missing items cannot be found, please contact the True North Sauns sales team at sales@truenorthsaunas.com

If a product arrives damaged by the transporter, it is the buyer's responsibility to make sure this is marked as damaged on the delivery bill of lading. Once it’s been noted with the carrier, the True North Saunas team can raise a claim, and send replacement parts if necessary to the buyer.

CURBSIDE DELIVERY  

 Logistics operate large nationwide networks of delivery depots. The depots are franchised and each depot operates its own unique fleet of trucks. For this reason True North Saunas cannot know in advance the size or class of truck that will be making your final delivery. Because delivery truck size and individual property access can vary so significantly, the only delivery type we can guarantee is "Curbside Delivery".

Most of our outbound shipments are booked as "Depot Pickup" and our delivery fees are based on this class of delivery. This means the crate will be delivered safely to the carrier terminal and you will be contact to come pickup up your unit. Our crates do not contain any single pieces heavier than 60 lbs, so they can be unloaded easily by hand. Two people working together can manually unload and move the contents of a crate in a backyard in approximately 30 minutes. 

In rare situations, our carriers may determine that delivery cannot be made due to isolation or other specifics of your location. If this is the case, you may pursue one of the following options:

1) A smaller delivery truck can be arranged through a third-party carrier. These arrangements can be made by True North Saunas, but the customer will be responsible for any added costs if they are incurred.
2) The order can be picked up at the local terminal. Most saunas can fit onto a pickup truck or small trailer, and the travel time to the terminal is typically between 1-2 hours.

If the customer refuses the sauna delivery without pursuing the options listed above, the customer will be held responsible for the return shipping costs and any related costs. Likewise, any re-delivery or storage fees incurred will be charged to the customer. 
 
LOCAL DEPOT PICKUP

At our company, we offer depot shipping as a cost-effective way to get our products to you across Canada. This means that we will ship your order to a local depot, where you can pick it up at your convenience. When you arrive at the depot, you will be greeted by a forklift operator who will help load your order into your truck or trailer. Our products are designed to fit in the back of a standard pickup truck, making transportation easy and hassle-free. This process not only allows us to offer you more affordable shipping rates, but also ensures that you can receive your order in a timely manner.

When you get back to your property, you will open the crate and move the contents piece by piece to their installation location. Two people working together can manually unload and move the contents of a crate in a backyard in approximately 30 minutes.

So, when placing your order with us, remember to select the depot shipping option to take advantage of this convenient and economical shipping method.

DELAYS TO PRODUCTION

Please understand that from time to time we may encounter delivery delays. Many of our units are produced on a made to order basis. Every unit is planned and shipped individually for each one of our customers. Most of our products are also very big and heavy so shipping them is not so easy. Due to our bespoke operational setup, you may sometimes experience longer than expected production times. We cannot offer any compensation or refund should you experience production delays. Typical delivery time is 4-6 weeks from when the order is received.

PRICING

All pricing is listed in Canadian Dollars and applicable sales tax will be added at checkout. True North Saunas reserves the right to change prices at our discretion and without notice.

Our prices vary frequently due to the cost or availability of our white and red cedar.