ATTENTION CUSTOMER! PLEASE READ ALL OF THE FOLLOWING
The below information outlines all shipping-related concerns, including: transit times, tracking questions, liability for damages and unforeseen issues, and replacements/returns. By purchasing a product from us you agree to all of the below policies and it is the customers responsibility to read them carefully.
Placing an order with us indicates that you have read and agreed to all of our policies below:
Please review the order form and check to make sure the order is correct and that no changes are necessary. It is your responsibility to alert us of any changes to your order immediately. Please be sure you understand what to expect and what your responsibilities are when your shipment arrives.
Nationwide Delivery/Shipping:
Standard Free Delivery does not constitute inside delivery, and the shipper will not assemble your products for you. Our shipping company will call you a few business days in advance to schedule a time and date for delivery. Standard free delivery service will only include curbside drop off with no assembly service and no inside delivery service. Having a hand truck or dolly day of the delivery is the easiest way to transport the boxes into your home. Some products do require assembly and the assembly is the customer's responsibility.
Delivery window times and dates are projected, and not definite, they are subject to change depending on weather conditions, traffic conditions, and acts of God. Delays in delivery that are outside of our control are not a reason for order cancellation. Unless a delivery date or deadline was guaranteed in writing to our customer, any order cancellations due to delivery delays are subject to a 25% restocking fee and round trip shipping cost (original outbound shipping freight cost and return shipping freight cost). Delivery guarantees are void in the event of a natural disaster or an act of God (delivery truck breaking down, car accident, etc.) - any returns or order cancellations made in the event of a natural disaster preventing the delivery from happening on time will be subject to round trip shipping costs and a 25% restocking fee.
Processing Time:
Processing time is how long it takes an item to leave the warehouse after you place your order. This is the same as the "Ships In" time indicated on each product web page. Exact ship out times can be found on the product page.
Please note that all orders are subject to a stock check with our warehouse team. You are welcome to call us to check stock prior to placing your order online. We will notify you within 2 - 3 business days from the date of order placement if an item is out of stock. Often times the delay is short but in the event that the customer does not want to wait, the order can be canceled penalty free. Orders that are placed with out of stock items are not billed without the customer's authorization to proceed.
Shipping Time:
Shipping time is the length of time your product spends in transit between our warehouse and your home. Once shipped items can take between 5-10 business days to arrive at your home.
Please note that custom made orders do take longer to ship out and the custom production lead time will depend on the item being ordered. Custom production lead times will be displayed on the product listing page. No ship out times are guaranteed, and delays can occur if there are billing and availability issues. In these cases customers will be notified accordingly.
Clearance Products:
To keep our prices as low as possible on all clearance products, all sales are final on all clearance items. No returns or exchanges will be accepted. If the clearance item has a manufacturing defect or shipping damage, we will provide replacement parts as necessary but no refunds.
Satisfaction Guaranteed:
In the unlikely event that you are not completely satisfied with your purchase, you are welcome to exchange the product with us for a different product of equal or lesser value, within 7 days of receipt of the product. You will be responsible for a 25% restocking fee for any exchanges or returns. Customer will be responsible for round trip shipping costs for any returns or exchanges. In order to provide our customers with the lowest sales prices in the country, all clearance or discounted sales are final. *Free shipping does not apply to returned or exchanged merchandise. Original outbound and return shipping costs to your home or business will not be refunded. In order to ensure a full refund less the shipping fees and restocking fees, the product must be returned unused, in new condition, with the original packaging materials intact. Many times the delivery companies will try to take the packing material from your premises, if you want the ability to return or exchange the item for any reason you must keep the boxes and or ask them to leave them. Please note that we cannot accept any used merchandise for returns or exchanges. We ask that return shipping be prepaid by the customer, and all packages must be insured for the full retail value. All returns must be accompanied by a Return Authorization Code. This can be obtained by calling our customer service department. Any return not accompanied by an authorization code cannot be accepted by our shipping department and no refund will be issued.
Damages, Claims, and Liability:
Customers are responsible for reporting damage in writing and via email within 1 business day of receiving your product to info@adagiohomesauna.com. We will need pictures of the damaged freight emailed to us so that we can file a freight damage claim for credit on your behalf. When being asked by the delivery driver to sign for your delivery always write "VISIBLE FREIGHT DAMAGE" next to your signature if there is visible damage to the packaging, boxes, or pallet. Items rarely get damaged in shipping, however in the event that damage does occur, we will replace the damaged item if customers have followed our delivery inspection instructions.
LTL Shipment:
*** ATTENTION: CUSTOMER! *** OPEN IMMEDIATELY IN FRONT OF DRIVER ***
Product inspection – despite any pressure from hurried delivery drivers for you to simply sign for your package, YOU MUST INSPECT ALL ITEMS. This includes noting all damages to packaging and opening the boxes to inspect the contents as well. Any damage to the product that is not noted on all copies of the bill of lading will be the responsibility of the customer (if the damages are shipping transit related). Proper notation on all copies of the Bill of Lading is the only way for us to receive compensation and fix your product. *Products that are shipped via UPS Ground or FedEx Ground do not need to be opened in front of the driver unless there is clear visible damage to the packaging. If there is clear visible damage to the packaging of your product please notate "damaged" prior to signing for it. Upon receipt please inspect the product and report any damages or defects within 1 business day, email all pictures of the damage and part numbers of the pieces that need to be replaced to: info@adagiohomesauna.com, please remember to include your order ID number.
*** You or the Driver needs to NOTATE ALL DAMAGE on all copies of the Delivery Receipt then you can accept the delivery ***
*** We will not be held responsible for any damages to your product unless it is properly noted on all copies of the delivery receipt/bill of lading.
*** Notify us of any freight shipping damages within 1 business day of delivery and email us pictures and a summary of the shipping damage to email address: info@adagiohomesauna.com
***Any shipping address changes requested AFTER an order has entered shipping
transit, is subject to a re-consignment fee. The re-consignment fee can range from
$175.00 to north of $500.00 depending on the new address that the shipment needs to
be re-consigned to.
***Any and all delivery delays must be requested in writing before the order goes into
shipping transit. It is the customer’s responsibility to notify us of any dates that they will
be unavailable to accept delivery. Once an order has shipped, any delivery delays will
be subject to a daily storage fee of $75.00 - $175.00 per day depending on the rate that
the local shipping terminal will charge for daily storage. Please note that shipping
terminals are designed to move freight shipments in and out of the facility, it is not
designed for overnight storage which can impede logistical operations.
If you are holding your sauna or spa product and awaiting completion of a home improvement project, do not wait to check your order as we will not be able to help you if there is any damage or missing pieces as all damage and missing hardware must be reported with 1 business day. After 1 business day the customer is financially responsible to purchase a replacement part or parts at their cost.
Repairs, Replacements, and Returns:
We reserve the right to repair or replace any item reported damaged. The decision to repair or replace will be at the discretion of our customer service department. It will be at the discretion of customer service department to have a professional technician inspect the items and report back to us. At that time we will make the decision to repair, or replace the item. If we determine that repair is impractical, you will be furnished a substitute unit of the same item design, style and quality. If parts or pieces are missing or need replacement they may have to be ordered from the manufacturer. Since some of our manufacturers are located overseas, replacement parts and pieces can take up to 4 – 6 weeks. If repairs are needed, we will contact our technicians in your area, who will in turn contact you to set up an appointment to inspect the product and assess the situation. Please keep in mind; if parts must be ordered for repairs to be completed, additional time will be required. If you decide not to allow us to repair or replace the items, they may be returned under our standard return policy and you will be responsible for round trip shipping and a restocking fee of 25%.
Please note that once an order is "processed" all shipping fees and restocking fees are applicable on the customer end. If free outbound shipping is included for a customer order, that actual outbound shipping cost that we cover for the customer, will be due in the event of an order cancellation request. For all order cancellations made after an order has been "processed" the customer is responsible for a 25% restocking fee and round trip shipping costs (outbound shipping fee plus the return shipping fee).
Any and all returns must be made within 7 days of receipt, return requests must be made in writing. We cannot accept returns for any products outside of that window of time. Products being returned must be brand new, unused, and in all original packaging. Please keep the original packaging if you have any thoughts about returning the item. Please note that returns will NOT be accepted for items that do not have their original packaging and or if the item has been previously set up.
Due to the unique nature of stone and solid wood products, color and finishes can vary slightly from product to product and is not considered a reason for return.
Due to hygiene reasons (for the safety of our staff and delivery personnel) all sauna and spa product sales that have been used by the customer sales are FINAL, returns and exchanges are not accepted for them. All custom made saunas are specifically made to order and are not stocked. Placing your order for a custom made sauna means we are custom producing your sauna for you. Once the order is placed on our website, production begins and even if you have not received delivery of the sauna yet - you cannot cancel the order for the sauna at that time due to the custom production process which cannot be canceled once commenced.
Delivery Appointment: You are responsible for scheduling a delivery appointment when the shipping carrier calls (usually 2-3 days in advance) at a time so that you can be home to sign for the delivery within the shipping company’s business hours, Monday through Friday. Any and all fees resulting from re-delivery will be the sole responsibilities of the customer so please do not miss your scheduled delivery appointment. Re-delivery can take up to a week depending on your location.
Manufacturer Warranty:
All warranties are provided by the manufacturer if any. Please refer to the product listing page on our website for warranty information and contact the manufacturer for warranty detail. You are also welcome to call us directly with any warranty questions as well. In order to get manufacturer product warranty service, manufacturer may ask you to provide a copy of a sales receipt, gift receipt, or purchase invoice showing the original purchase date.
3rd Party Financing and Leasing:
Adagio Home Sauna will connect our customers with a 3rd party financing or leasing company to help you finance or lease your purchase, you will know instantly if your financing/lease application has been approved. When deciding to go with 3rd party financing/leasing, customers will agree to 3rd party financing/leasing company’s policies and will not hold Adagio Home Sauna responsible after the purchase. All orders purchased through financing or leasing are final.
Warranty:
ATTENTION! Please inspect and assemble your sauna or spa product within 3-5 business days from your purchase date. Any manufacturing defects do need to be reported within 3 - 5 days from the purchase date. Please email pictures of the manufacturing defects to us at "info@adagiohomesauna.com" with your order ID number and upon approval, we will order any replacement parts that you need free of cost. Please allow 7-10 business days for replacement parts to arrive at our warehouse. *Clearance items, are sold "AS IS" and are not eligible for returns, exchanges, and or warranty.
Order Cancellation Policy:
Orders that are canceled prior to leaving the manufacturer's warehouse will be assessed an 18% restocking fee. Please keep in mind that once an order has left the manufacturer's warehouse, it will be subject to 25% restocking fee and delivery fee back to the warehouse. Once an order has shipped, it cannot be canceled. If you refuse delivery of your order, it will then fall under our standard return policy and will be subject to a deduction of round trip shipping and a 25% restocking fee.
Orders cannot be canceled over the phone. We must receive your request in writing via email at info@adagiohomesauna.com 1 business day prior to shipment. If you do not receive a confirmation cancellation email from us, your order has not been canceled and we did not receive your email and the order cancellation request will fall under our return policy (if the order has already left our warehouse and is in shipping transit to you).
Custom made and made to order products must be canceled with 24 hours of placing an order or they can no longer be canceled and refunded. Custom and bulk orders of 2 or more are non-refundable. Many of our products are made of natural materials (wood, slate, marble, rock, etc…) so variances between the pictures on our web site and actual product delivered are common. This variance in the natural color makes each item unique and is not a justification to cancel or grounds for a return. We reserve the right to cancel any order for any reason at any time.
Pricing errors on our website are rare but can happen from time to time. Pricing errors will not be honored. We do our best to maintain correct pricing at all times but in the rare chance that there is a pricing error, we reserve the right to cancel the order due to the product being listed at the incorrect price. We are humans after all and we all make mistakes!
Back Ordered Items:
By placing an order for a back ordered item the customer agrees to pre-pay for the item so that the item can ship directly from the manufacturer once restocked. Back ordered items can be cancelled but are subject to all of the conditions and fees of regularly stocked item cancellations. If a backorder ships out, the customer is responsible for round trip shipping fees as well as a restocking fee of 25%. By processing your payment we guarantee to reserve the back ordered items for you and we will ship out the order as soon as it is restocked. Please note that backorder dates can fluctuate and or get pushed back, all restock dates are estimated and not guaranteed. We will update the customer when and where we are made aware of delays by the manufacturer.
Delays:
Customer agrees to not hold us financially responsible nor will we compensate for unexpected delays caused by vendors, manufacturers, shipping carriers, and weather. It is recommended that you schedule plumbers or contractors after you have received your sauna or spa product to avoid any problems. Customers will be notified via e-mail as soon as we foresee a delay for their order. We are committed to delivering your order before the estimated delivery time expires but we cannot always control third party shipping situations. Shipping delays outside of our control are not a reason for order cancellation and you will be provided with all pertinent information as to why your order is being delayed.
Payment Agreement:
Any and all fees associated with missed delivery appointments and or last minute order shipment refusals (buyer’s remorse) will be automatically billed to the customer’s card on file. Additional delivery attempts will be made once the customer pays for the redelivery fee and agrees to redelivery. If the card on file cannot be billed our customer agrees to send a money order or cashier’s check within 7 days or be turned over to collections. All check by mail payments, have a holding period of 7 - 10 business days to ensure that the funds are available for order payment.
Liability:
Customer agrees to not hold us financially liable in excess of the purchase price of your order. Your use of this site shall be governed by all laws in the state of California. Customer agrees that jurisdiction over any legal proceedings directly or indirectly arising out of or relating to this site or its products shall be in the state or federal courts located in San Diego County, California. Any cause or action or claim you may have with respect to this site or your purchase must be commenced within one (1) year after your purchase.
Price Match: We do not price match against Amazon, eBay, Overstock, Wayfair and or any other websites where individuals can register as a seller to make a listing for a product - we only price match against specialty sauna and spa product retailers such as ourselves. We also reserve the right to decline price match requests involving questionable, non-reputable, or out of area retailers. Price match requests post sale/post purchase will not be honored.
Sales Tax: We do not collect sales tax for customers residing outside of California. California state sales tax will be applied for orders shipping within the state of California. Some cities in California, have higher sales tax due to their district sales tax rates.
California Residents:
Please click on the link for information on Proposition 65.
Sales Contract:
The entire sales contract between you and our company will be set forth in the invoice and/or accompanying or referenced documents and emails provided by us. To guarantee accuracy oral statements made by any employees or personal shall not be relied upon as part of the sales contract. Only written statements, facts and policies are considered part of the contract.