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    • Shipping policy

    Our top priority is ensuring that your experience with us is pleasant, effortless, and uncomplicated. Please refer to the section below for comprehensive information on our ordering and shipping processes. Should you have any further questions, we encourage you to explore our FAQ page or reach out to us via our live chat, contact page, or by emailing us at info@solacihome.com.


    ORDER CONFIRMATION

    As soon as you place your order, you will receive an order confirmation email. This means that we have received your order in our system.

    As soon as the stock is confirmed, we process the payment and ship out your order within 1-2 business days.

    If your item is on backorder or unavailable we will reach out to you via e-mail and you will decide whether to wait for the item to become available or cancel your order.

    If you choose to wait for the item, we have to charge your card when the decision is made because we can only keep credit card authorizations in our system for up to 7 days. If the card is not charged within 7 days the order gets automatically canceled.


    FAST, FREE SHIPPING* ON ALL ORDERS TO THE CONTIGUOUS US

    We offer standard free shipping within the Contiguous US for all of our brands except SaunaLife* (see more information below). If you chose our free shipping, expect your order to arrive within 2-6 business days from ship-out date.

    We will also notify you of any changes in the anticipated ship date.

    For SaunaLife products there is a flat fee for delivery of 950 USD that needs to be paid at check out.

    Disclaimer: We have no influence over carrier's operations and we cannot make a package within their system move any quicker. We do not issue refunds if your package is not delivered at the time you want it. If you have a deadline, please order early to avoid disappointment.

    Solaci Home is not responsible for any delivery error from the shipping company when the information we have provided is correct. If your package is lost or stolen, we will open a claim with the shipping company.


    INTERNATIONAL SHIPPING (CANADA)

    Solaci Home is proud to offer shipping to Canada. Please note that all international orders are shipped DDU (Delivered Duty Unpaid). The shipping cost calculated at checkout or provided via a custom quote covers the freight charges only. It does NOT include any customs duties, brokerage fees, or Canadian taxes (GST, HST, PST, or QST).

    By placing an international order, the customer acknowledges that they are the Importer of Record and are solely responsible for paying all import-related fees directly to the shipping carrier or the Canadian government upon delivery. Solaci Home will not issue refunds for shipments refused by the customer due to unpaid duties or taxes.

     

    OUR SHIPPING CARRIERS

    We will ship your order using the fastest and most reliable method.

    Our smaller, lighter orders (under 62 lbs) will ship via FedEx or UPS Ground. They will be delivered to your door without a signature requirement.

    Our larger, heavier items will be shipped freight via a freight carrier like R+L Carriers, Estes, SAIA, FedEx or UPS Freight. These shipments are delivered curbside (exception for Dundalk LeisureCraft Products*), a delivery appointment and an adult signature are required to receive the shipment. 

    Curbside delivery service provides delivery of your item(s) to the curb at the end of your driveway. This service does not include set up or assembly of items or removal of packaging materials. Your item will be delivered on a lift gate truck and will be taken off the truck by the delivery driver.

    If you need inside delivery, we might be able to arrange it for you at an extra cost. Please contact info@solacihome.com for details.

    *Exception made for Dundalk LeisureCraft products delivered in crates longer than 92 inches. In this case, there will be no liftgate available with the truck to unload the sauna crate from the truck. You, the customer are responsible for unloading the crate from the truck.  To do so, various options are possible: 1. You can rent a forklift or similar piece of equipment to get the crate off the truck. 2. Rent a truck and/or trailer or tilt tow truck and either pick up or have someone else pickup the crate at the local delivery terminal. 3. As a last recourse, we could possibly arrange for a tilt tow truck to pick up at the local terminal and deliver it t your home. The additional cost for this service will be around $850.

    Please find the full Dundalk LeisureCraft Delivery Policy on each individual product page under the "Shipping & Returns" Tab. The crate size varies for each product, and you can find the information on each product page under the "Description" Tab, within the "Specifications" section, look for "Shipping Dimensions".

     

    TARIFFS, DUTIES & REGULATORY FEES

    Solaci Home is not responsible for government-imposed tariffs, duties, brokerage fees, or regulatory fees that apply to your order. For domestic orders (US), if such fees are introduced, we will notify you prior to shipment. For international orders (Canada), these fees are mandatory and are collected by the carrier or customs authorities at the time of importation. These fees are separate from the product price and shipping cost paid to Solaci Home.

     

    SHIPMENT TRACKING

    We will send you tracking information within 1 business day of your order leaving the warehouse to the e-mail address you provided when checking out. With the tracking number provided, you will be able to track your shipment here: Shipment Tracking

    If you do not receive tracking information from us within 8 business days of your order feel free to follow up with us at info@solacihome.com and make sure to include your order number.

    We encourage you to track your package online or on the phone with the carrier. Most companies can provide an estimated delivery date. Be sure to contact us if anything seems unusual with the progress of the shipment.

    We strongly encourage you to schedule your installation after your unit has been delivered and inspected. While we strive to ensure that your order arrives safely, some issues (including but not limited to damage, lost packages, missing items, etc) occur during transit from time to time. We will do our best to help rectify the situation but we will not be held responsible for labor costs or project delays incurred due to receipt of damaged goods.


    RECEIVING YOUR SHIPMENT

    SMALLER ITEMS SHIPPED FEDEX OR UPS GROUND:

    FedEx and UPS Ground do not require a signature and will leave the package in a suitable place near your door.

    Please inspect the package immediately and report any damages to info@solacihome.com.

    HEAVY, BULKY ITEMS SHIPPED FREIGHT:

    As defined by the trucking industry, Home Delivery means "curbside delivery" in a residential area.

    You may need assistance to move the shipment indoors or you might unbox the shipment and carry each piece inside individually. 

    An adult has to be present at the time of the delivery to inspect the package for damages and sign the BOL (delivery receipt).

    When your shipment arrives at a nearby terminal, you will be contacted by the freight carrier to schedule a delivery appointment. Most companies offer appointment windows (usually 3-4 hours) between 8:00 am and 5:00 pm, Monday through Friday.

    Solaci Home will not be held responsible for any missed delivery appointments. If you have scheduled a delivery appointment with the freight carrier and are not present and available at the scheduled appointment time, you will be responsible for any fees that are incurred as a result, which may include missed delivery and/or storage fees. These fees must be paid in full before we can release your order for re-delivery. If delivery is not rescheduled within 2 business days, the shipment will be automatically returned to us by the carrier. These returns are NOT eligible under our Free Returns Policy. If the unit is returned back to us, we will issue a refund back to your method of payment in the amount of the original order minus inbound and outbound shipping fees, along with any associated missed delivery and/or storage fees.

    *SPECIAL NOTE* If you require special services outside our standard delivery (such as an inaccessible drop-off address) you may be charged a “difficult delivery fee” as a result. If you have questions about your delivery address, simply contact us and we’ll be happy to assist you with this.


    RECEIVING YOUR SHIPMENT STEPS:

    1. Don't rush to sign the BOL (Bill of Lading, also called delivery receipt), inspect your delivery carefully for damages:

    • In the unlikely event that an item you ordered arrives damaged, write "Damage" on the BOL, then sign it.
    • If you didn't have a chance to open the content of the shipment and thoroughly check for damages, write "The box/package/crate arrived open/damaged - possible concealed damage" on the BOL, then sign it.

    2. Please take pictures of the damage of the package/ crate before you accept it from the carrier, on or off the truck. Make sure the shipping label is clearly visible.

    3. Keep a copy of the BOL. If the driver can't or won't give a copy, please take a picture of the BOL.

    4. Report any damaged or missing items as soon as possible and within 24 hours of delivery to info@solacihome.com. Send the copy of the BOL as well as the pictures taken of the shipment when it arrived. Please retain all original packaging (including shipping pallet, if applicable) in the event that a return is required.

    Following these steps will protect you in case of any damages and make the process of replacing the damaged and/or missing items much smoother.

    Solaci Home cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation about the damage on the BOL (freight delivery receipt) or if the damage was reported later than 24 hours after delivery.

       

    DAMAGES

    In the unlikely event that an item you ordered arrives damaged, please follow steps 1 to 4 in the "Receiving your shipment" section above.

    We will contact you by phone or email to assist you with correcting the situation (filing an insurance claim with the shipper or replacing the damages parts free of charge and shipping cost).


    MISSING ITEMS

    Once you have accepted the delivery of your products, in the unlikely event your order is missing any items or parts, it is essential that you notify us within 24 hours of delivery.

    Look for the BOM (Bill of Material) which is usually in or on the shipped box/crate. It can often also be found on the product page on our website. If you are not able to locate it, please contact us and we’ll send it to you.

    The BOM will allow you to conduct an inventory of the contents.

    Once the inventory is done, you can supply a list of the missing parts, along with quantities and pictures of your shipment's content.

    We will contact you by phone or email to assist you with correcting the situation. We will likely replace them free of charge and shipping cost.

     

    LOST PACKAGES

    Once your order is fulfilled, you will receive the tracking number through your email. We highly recommend tracking the shipping status of your order. In the unlikely event your package shows delivered on the carrier’s tracking website but you have not received your item, it is essential that you report the lost package incident to us 2-7 days after the tracking status shows delivered.

    To report a lost package or missing items, please email info@solacihome.com.


    SHIPPING PARTICULARITIES

    Be sure to check the product's individual "Shipping & Returns" Tab, for Shipping & Returns information applicable to that specific product.


    If you have any questions, please do not hesitate to contact us, we'll be happy to assist!