Hey there! We can feel the excitement brimming as you're gearing up for your new sauna and accessories from Silver Line Sauna. We're just as thrilled! Our main goal is to ensure that your experience with us is as pleasant and breezy as a summer day. So, here's your step-by-step guide to our ordering and shipping process. If you've got questions we haven't covered here, our FAQ page is a treasure trove of answers. You can also reach out to us anytime via chat, our contact page, or a good old-fashioned email at info@silverlinesauna.com. We're here for you!
Your Order: The Journey Begins
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The moment you click 'Order', an "Order Confirmation" email lands in your inbox. It's our way of saying, "Your order is safe in our hands, and we're on the case!"
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Next, we're straight on the phone to our suppliers to ensure your order is ready to roll. Our pre-made saunas and accessories are generally set to go, but our custom saunas like to indulge in some extra self-care before they're ready to join you (but we promise, the wait is so worth it!).
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As soon as your order is given the go-ahead and we've processed your payment, it's time for your items to embark on their journey to you (except for custom saunas, remember the self-care part?). We'll shoot an email your way with your tracking info on the very day your order ships.
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If six business days roll by after you've placed your order and you haven't received any tracking info from us, please, reach out! Connect with us via chat, our contact page, or an email to info@silverlinesauna.com.
Shipping Scoop
Here's where we can bring the sauna joy: At the moment, we're delivering to every corner of the contiguous United States. Alaska and Hawaii? Absolutely, but it might add a little extra to the cost. For a detailed quote, don't hesitate to reach out to us directly or through our Special Sauna Request page. As for international shipping, we're not quite there yet, but we're working on it - stay tuned!
Heads up: If your delivery address is a little off the beaten path, there might be a “difficult delivery fee” tacked onto your bill. If you're concerned about this, let's chat about it!
Your Sauna's ETA
Many of our saunas are crafted just for you, so they usually take about 3-4 weeks to prepare. If your order is a bit extra special, it might need a touch longer.
Our sauna accessories and off-the-shelf saunas (like our hot-selling infrared models) should be at your doorstep 5-7 business days post-payment, provided they're in stock.
Quick note: Sometimes life throws curveballs - think storms or supplier issues. If your order hits a snag, one of our customer support superstars will connect with you to break it down. If the new situation doesn't vibe with you, no worries - you can cancel your order there and then.
Unboxing Your Package: Tips and Tricks
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Before you sign off on your delivery, take a moment to inspect your items. Notice any dents, scratches, or punctures? Be sure to mention them when you sign the delivery receipt. Not doing so is akin to saying everything's perfect, which can complicate things if you want to claim for damages later.
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Do a quick inventory of all your pieces to make sure everything's arrived. If you spot anything missing, let us know within 48 hours by dropping us an email at info@silverlinesauna.com or via our contact page. This 48-hour window is crucial because after it closes, we won't be able to replace missing items.
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Discover damages that weren't apparent during delivery? Those are what we call "concealed damages." If this happens, send us an email immediately at info@silverlinesauna.com or through our contact page.
About Refusing Packages
We understand that sometimes things go sideways. However, if you refuse your order upon delivery for reasons other than damage or a shipping mishap, we'll have to apply a 20% restocking fee, plus any associated shipping costs. We're here to help, so if you have any issues or concerns, don't hesitate to let us know. We're all about creating solutions together.
