Product-specific terms control
This page describes our general approach. Exact shipping, cancellation, return, and damage terms vary by product and manufacturer. We will provide the applicable terms before purchase. Those product-specific terms will control if they differ from this general policy.
Freight delivery
Most saunas, cold plunges, and related equipment ship by less-than-truckload freight. Standard service is generally curbside delivery to an accessible location. It does not include movement into a home, backyard, garage, or final installation site unless your order expressly includes an upgraded service.
The carrier will usually contact you to arrange a delivery window. An adult must be available to accept and inspect the shipment. Limited road access, steep grades, gates, low branches, islands, and remote locations may require special arrangements or added charges.
Prepare before the truck arrives
- Confirm the delivery address, phone contact, and site access.
- Arrange enough capable help and suitable equipment for movement after curbside delivery.
- Keep a camera available and allow time for inspection.
- Do not schedule installers until the shipment has arrived and been checked.
Inspect before signing
Inspect every visible side of the crate, carton, and pallet before signing the delivery receipt. Look for tears, punctures, crushed corners, broken bands, leaning loads, water exposure, or missing pieces. Photograph the entire shipment and every concern.
Write specific damage on the carrier receipt before signing. Do not write only “subject to inspection.” If damage appears severe, contact us from the delivery site when possible and follow the product-specific instructions about refusal or acceptance.
Concealed damage
Open and inspect the product promptly, even if installation will happen later. Freight claims have strict and often short reporting windows. Report concealed damage to us immediately with photos of the packaging, labels, product, and affected area. The exact reporting window will be stated with your order.
Cancellations and returns
Cancellation is not guaranteed after an order enters processing or production. Approved returns must be unused, uninstalled, complete, and in original packaging unless we agree otherwise in writing. Return freight, original outbound freight, and a manufacturer restocking fee may be deducted from a refund. Custom, made-to-order, clearance, opened hygiene-sensitive, and installed products may be final sale.
Do not send a product back without written return authorization from Ember & Plunge. Unauthorized returns may be refused and do not create a refund obligation.
Refund timing
After an approved return is received and inspected, we will confirm the accepted refund amount and method. Bank processing times vary. Damage claims, missing parts, used condition, or incomplete packaging may delay review or reduce the refundable amount.
Questions
Contact us through the consultation form while our catalog and direct support channels are being finalized. We will give you the exact terms for a product before asking you to purchase.