FAQ

We offer FREE shipping within the contiguous United States (lower 48 states), excluding Alaska and Hawaii.

All items are shipped from our distributor's warehouse in Illinois using two main methods, depending on the size and weight of your order:

Parcel Shipping: Items like accessories and smaller heaters are shipped via standard Parcel carriers (e.g., FedEx Ground, UPS). These are delivered according to the carrier's standard residential procedure (e.g., to your door or porch).

LTL Freight: Large and heavy items (such as full saunas and heavy heaters/stoves) are shipped LTL Freight. LTL delivery methods vary, but may include:

• Curbside Delivery.
• LTL Delivery requiring customer off-loading (by hand or forklift).
• Flatbed Delivery requiring customer off-loading (by forklift or crane).

"White Glove Delivery": The Kohler x Remedy Place Ice Bath has a special LTL freight called "white glove delivery". Along with free shipping, this service also includes placing the item in the desired location inside or outside the home (up or down 1 flight of stairs), leveling it, and disposal of all packaging materials.

Important: The specific required delivery method for each item is detailed on its product page under the "About This Delivery" section.

Shipping is free within the contiguous United States (lower 48 states).
(Note: LTL orders require road accessibility by a class 6 truck).

Unfortunately, we do not. We only ship to the contiguous United States (lower 48 states), excluding Alaska and Hawaii.

Our estimated total delivery time is 5–11 business days.

After your order has been shipped, you will receive an email within 1–2 business days containing a tracking number.

If your package is delayed beyond the estimated delivery time, please contact us immediately.

If you're not completely satisfied with your purchase, you can return the item within 30 calendar days from the delivery date to request a return or exchange.

To be eligible for a standard return, the item must be unused, uninstalled, and returned in its original packaging (including the box, pallet, accessories, and documentation).

For standard returns (e.g., change of mind, buyer’s remorse):

• Restocking Fee: All non-defective returns are subject to a 15% restocking fee.
• Return Shipping Cost: The customer is responsible for the return shipping cost, which varies. LTL Freight items incur substantial freight charges, while Parcel items incur standard ground rates.

The refund amount depends on the reason for your return:

• Standard Returns: For change-of-mind or buyer's remorse, you will receive a refund of the full purchase amount minus return shipping costs and a 15% restocking fee.
• Damaged or Incorrect Items: If your item arrives damaged, defective, or if we made a shipping error, you will receive a 100% full refund. In these cases, all shipping costs and restocking fees are waived.

• We cover all costs and waive the restocking fee if the item arrives damaged, is defective, or was fulfilled incorrectly. Physical damage must be reported to us within 24 hours of delivery to be eligible for a replacement or refund.
  (Note: Please refuse damaged LTL shipments and note the damage on the Bill of Lading (BOL) at delivery).

We accept all major credit cards, debit cards, and digital wallets, including American Express, Diners Club, Discover, Mastercard, Visa, Amazon Pay, Apple Pay, Google Pay, PayPal, Shop Pay, and Venmo

An authorization hold is placed when you order. Payment is only captured once the product is verified in stock, the delivery address is verified (for LTL), and the order is processed for shipment.

Orders can be canceled without issue prior to being processed or shipped. Once shipped, cancellation is not possible.

Approved refunds are processed back to your original payment method within 7 business days after approval.

You can reach our Customer Service team:

• Email: support@peaceriversaunas.com
• Phone: (727) 353-6653
• Hours: Monday through Friday, 9:00 AM–6:00 PM EST