Saunas are heavy, crated freight. They travel on a pallet by LTL freight carrier, not by parcel courier. This page tells you exactly what happens, and exactly what we need from you on the day.
How your sauna gets to you
- Curbside delivery. The driver brings the pallet to the end of your driveway or the curb. They are not required to carry it into your yard, onto a deck, or up steps.
- Appointment call. The freight line calls you to schedule a delivery window. Please answer. An unreachable consignee is the most common cause of delay and of storage fees.
- Plan the last few feet. A crated sauna typically needs two to four people, or a tractor with forks, to move from the curb to its pad. Arrange this before the delivery date.
- Free shipping to the 48 contiguous states. Each product page shows the current estimated arrival window.
Damage in transit
Freight damage is normal in this category. It is not a sign that something went wrong with your order, and it is not something you have to fight about on your own. We file the carrier claim ourselves. What we need from you is a few minutes at the moment of delivery.
1. Inspect before you sign
Walk around the pallet. Look for crushed corners, punctures, water staining, and a load that has shifted or been re-wrapped.
2. Write it on the delivery receipt
If you see anything at all, note it on the bill of lading before you sign, in your own words. For example: “crate corner crushed, contents unknown”. A clean signature is treated by carriers as proof that the shipment arrived perfect, and it is very hard to undo afterwards.
3. Photograph everything
The pallet as it sits on the truck or at the curb, all four sides, any damage close up, and the delivery receipt with your note on it.
4. Do not refuse the delivery without calling us first
Refusing a shipment can restart the entire order and add weeks. In most cases it is faster to accept the pallet with the damage documented and let us handle the rest. If the crate is catastrophically damaged, call us from the curb and we will decide together.
5. Tell us within 48 hours
Send us your photos by email, or call. Carrier claim windows are short, and a late report can void the claim entirely.
6. Keep the crate and packaging
Hold on to everything until the claim is resolved. Carriers can request an inspection, and discarded packaging ends most claims.
Concealed damage
Damage you only find after unpacking follows the same steps. Photograph the parts and the packaging they came in, and contact us within 48 hours of delivery.
What happens next
Once you have sent us photos, we take it from there. We open the claim with the freight carrier or the manufacturer, follow it up, and arrange replacement parts. You do not need to speak to the carrier.
What we cannot ship
We do not currently ship to Alaska, Hawaii, US territories, PO boxes, or outside the United States. We cannot deliver to a site a freight truck cannot legally or safely reach. If you are unsure whether a truck can reach your property, call us before you order.
Questions: +41 79 592 75 12 · info@northavensauna.com
Manufacturer-specific delivery and claim terms may apply to individual products and are stated on the product page. Where a manufacturer’s terms are stricter than this page, the manufacturer’s terms govern.