Welcome to the Sauna Marketplace Help Center

Get answers to frequently asked questions about orders, shipping, returns, and other customer service topics.

📦 Shipping & Orders

How long does shipping take?

Shipping times vary based on order size—smaller orders typically ship within 3–5 business days, while larger ones may take up to 10 business days.

Where do you ship to?

We ship orders across both the United States and Canada.

How can I track my order?

You can track your order using the tracking number and link provided in your shipping confirmation email.

What if my package is lost or stuck?

If your order is lost or delayed, just email us at su*****@**************ce.com. We’ll look into it right away and send a replacement if necessary.

Can I change my shipping address?

To request changes, contact us at su*****@**************ce.com within 12 hours of placing your order.

Returns & Refunds

What is your return policy?

Sauna Marketplace will exchange or refund qualified products returned within 30 days of the shipping date, less a 20% handling fee and shipping. Sauna heaters, saunas, wood, doors, parts, aroma oils and steam diffusers are not returnable. After 30 days, all sales are final.

Read the full Delivery & Return policy.

How do I start a return or refund?

Email su*****@**************ce.com with your order number to request a Return Authorization (RA) before you ship anything back. Include a short explanation, and photos if something arrived damaged or defective. Returns sent without an approved RA may be refused.

How long do refunds take?

Once we accept your returned product, allow up to 14 days for the refund to process. Refunds for purchases paid by certified check or money order are mailed, so add mail time.

What if the item is damaged?

Please send a photo and your order number to su*****@**************ce.com, and we’ll arrange a replacement or refund.

Are returns free?

No. You pay for return shipping, and returns must be insured. A 20% handling fee applies. There is no handling fee when a defective product is exchanged for the exact same product, and if we shipped the wrong item, we exchange it at no cost.

🔥 Product & Installation

What types of saunas do you sell?

We offer infrared saunas, traditional wood-burning and electric saunas, as well as outdoor barrel saunas. Each type has its own unique benefits—check the product pages for detailed specs and ideal use cases.

Do your saunas come with installation instructions?

Yes, all of our saunas come with detailed instruction manuals. Some models are designed for easy DIY setup, while others may require installation by a licensed electrician.

Do I need a professional to install a sauna heater?

For electric or wood-burning sauna heaters, we recommend having a certified technician handle the installation to ensure safe and proper wiring.

How do I maintain my sauna?

After each use, clean the interior with a mild solution and avoid harsh chemicals that could damage surfaces. Be sure to check the heater regularly, and consider lightly sanding or oiling wooden parts as needed to keep them in good shape.

💬 Support & Order Info

How can I contact Sauna Marketplace for support?

Email su*****@**************ce.com or use our contact form. We respond within 24 hours on weekdays.

Can I schedule a call or consultation before buying a sauna?

Yes. Contact us and we’ll help you choose the right sauna for your space and lifestyle. Contact us.

Do you offer delivery and setup services?

We provide curbside delivery as the standard option for all orders. White-glove delivery and on-site assembly is available only on our Kohler/Klafs saunas, as a paid add-on. For other products we're glad to recommend a trusted local installer, but that's separate from carrier delivery, which is curbside only.

Do you offer financing or payment plans?

Yes, we partner with trusted third‑party providers like Shop Pay, Klarna, and other lenders to offer financing options through our partners. You’ll be able to view and select available payment plans during checkout. For full details on financing terms and lenders, please visit https://www.affirm.com/disclosures

Rates from 0–36% APR. Payment options through Affirm are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. CA residents: Loans by Affirm Loan Services, LLC are made or arranged pursuant to a California Financing Law license. For licenses and disclosures, see affirm.com/licenses. For example, a $800 purchase could be split into 12 monthly payments of $72.21 at 15% APR.

For full details on financing terms and lenders, please visit Affirm’s disclosures.