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Shipping policy

🔒 Private Membership Requirement

Sauna Friend is an integrated auxiliary of Bioharmony Collective, a 508(c)(1)(A) Private Membership Association and faith-based organization. All customers must become members of Bioharmony Collective by reviewing and signing our Member Agreement prior to receiving any goods, services, or wellness-related recommendations.

This ensures that all transactions occur within the private domain under constitutional protections and not in the public domain.

By checking the Terms and Conditions box at checkout, you are acknowledging that:

  • You are voluntarily joining Bioharmony Collective as a member.

  • You have reviewed or will review and sign the Member Agreement prior to fulfillment of your order.

  • You understand that Sauna Friend operates exclusively within a private ecclesiastical jurisdiction and offers goods and services only to members.

Failure to complete the Member Agreement may delay or cancel the fulfillment of your order. You will be contacted via email to finalize membership before we process any products or services.

SHIPPING & AVAILABILITY

Expected Availability and Lead Times on Product Orders and Pre-Orders

Saunas: In stock items will ship in 2-7 business days. Out of stock Pre-Orders will ship in 2-25 weeks, depending on the model.

Private Member Nutritional Support Products: In stock items will ship in 1-3 business days. Out of stock pre-orders will ship in 7-10 business days unless notified otherwise.

1.2 Delayed Shipment or Pre-Orders

Sauna Friend will notify the customer when the items on the Shopify order become available. After receiving this deposit request, an order will be placed for the items purchased on back order, and the customer will be provided a Sales Order number in reference to their order (e.g., SO255645) and an invoice with the remaining balance. Once these items become available, the customer will be responsible for paying any balance before the items will ship.

Sauna Friend will also notify the customer of any delays in shipments. If the customer does not respond to Sauna Friend within two weeks of attempted contact after the items are available to ship, Sauna Friend reserves the right to transfer or cancel available items on the sales order to another customer waiting for those items. If the order is cancelled, a one-time $50 processing fee will be subtracted from the total of the deposit.

1.3 Deposit Agreement

A one-time deposit made by the signee is required to hold the items on order with no change to the sale price, model ordered referenced on the Sales Order number, or manufacturing. This deposit is noted by Sauna Friend as a security deposit and will maintain the agreement to fulfill the order to the signee or any related parties only once the items become available.

1.4 Shipping Policy

Our goal is to make your buying experience simple, efficient, and easy, and our promise is to ensure your total satisfaction. Shipping damage claims are rare, but they do happen. In the event of shipping damage, we will promptly replace or fix the damage to your satisfaction. Should you need to return an item to us, please note our Cancellation and Return Policy below in section 2.

1.5 Visible Loss or Damage

Any external evidence of loss or damage that occurred during transit is considered visible loss or damage and should be noted on the delivery receipt and signed by the carrier’s agent (driver).

1.6 Concealed Loss or Damage

Any damage that occurred during transit that was not visible at the time of delivery is considered concealed loss or damage. Due to rough handling in transit, it is possible to damage the contents of the boxes without damaging the boxes. If such a situation occurs, it is important to contact us immediately for instructions on how to handle the claim. If a claim is to be filed, it is important to save the packaging that the damaged merchandise arrived in. You must open all received boxes and inspect products for concealed damage within 5 business days of delivery.

Most likely, the driver will not be able to wait while you open the boxes. If that is the case, please note, “Possible Concealed Damage” on the delivery receipt.

1.7 Receiving Your Shipment

When receiving your shipment, it is important to do the following:

Your shipment may consist of a number of individual boxes placed on a single pallet. The pallet will need to be separated to be unloaded. Large items will be shipped with lift gate service with a scheduled appointment for delivery. The driver will move your items off of the truck. Check the shipment for any visible damage to containers. If the boxes are dented, crushed, scratched, punctured, or cut, it is very important to mark this on the bill of lading. If there is a possibility of damage, it may be necessary to open the box and mark the actual damage on the bill of lading. It is important to be specific. Boxes that have been dropped may not show obvious signs of external damage. You may want to open these specific boxes before the driver leaves to ensure that the contents do not have concealed damage. The driver may refuse to allow you the time to open specific boxes. If this is the case, please note, “Possible Concealed Damage” on the delivery receipt. Open the boxes as soon as possible, but not later than 5 days after the delivery, to inspect for damage.

1.8 Refusing a Freight Shipment & Freight Carrier Fees

If the shipment of freight is damaged and unusable, it may be necessary to refuse part or all of the order. Call the service department at 1-888-471-4325 before refusing any shipment.

Please note that any additional freight carrier’s fees such as re-delivery are the responsibility of the customer unless otherwise noted on your order. Liftgate service and delivery notification are standard with all orders. If additional services are requested by you and billed to us, all such fees shall then be re-billed to your credit card. If the freight carrier is unable to deliver the freight due to problems with contacting you or setting up delivery appointments, storage fees may be assessed by the carrier. In such cases, all storage fees are the responsibility of the customer and shall be billed to your credit card.

CANCELLATION AND RETURN POLICY

If an order is canceled prior to shipment, payments made by credit card will be refunded and subject to a processing fee of 3% or a minimum of $50. Payments made by Klarna financing will be charged a 5% fee on the total of the order. Note that we consider your product to be “shipped” when a Bill of Lading and/or tracking number have been generated for a freight carrier. After products are considered shipped, cancellations are treated as returns as described in our Shipping Policy.

All returns require a Return Merchandise Authorization (RMA) from our Customer Service Department. Please call 1-888-471-4325 to obtain an RMA. No returns will be accepted, or any credit granted without an RMA. To receive a credit or replacement unit, we must first have a chance to receive and completely inspect your return.

Per our “30 Day Risk-Free Return Policy” on all Infrared Saunas, returns will be accepted within 30 business days of product receipt. Per our “90 Day Risk-Free Return Policy” on all water quality products, returns will be accepted within 90 business days of product receipt. Per our 30 day Risk Free Return Policy on the AquaCure AC50, returns will be accepted within 30 days of product receipt. Per our “30 day money back guarantee” for all nutritional support products (supplements), returns will be accepted within 30 days of product receipt.

Shipping charges on returns shall be the responsibility of the customer, and all returned items must be returned in “new” or “like new” condition, in undamaged original manufacturer’s packaging, and with all original product manuals. After the product is received, inspected, and verified to be in “like new” condition (or without significant damage on the AquaCure AC50), a full refund will be provided on the product purchase price minus any original shipping charges and minus a 25% restocking charge. For products sold with a “Free Shipping Promotion”, the actual freight cost to originally ship the product will be deducted from your refund.

If you refuse an item delivered by a commercial shipping company for any reason other than damaged merchandise or a shipping error by us, the item shall be treated as a return, and charges described in Section 2.3 above shall be applied.

Most products come with a manufacturer’s warranty which is located in/on their packaging or in their documentation. We do not provide any warranty over and above the manufacturer’s warranty.

Custom orders, private label, or non-standard sauna models are non-refundable.

By checking the terms and conditions box during your Shopify Checkout at SaunaFriend.com, you authorize Sauna Friend to charge your credit card according to the terms outlined in sections 1-2. This payment authorization is ONLY for a deposit for the goods/services described in your Shopify cart specified by you, for the total amount indicated, and is valid for one (1) time use only. You certify that you are an authorized user of this credit card and that you will not dispute the payment with your credit card company, so long as the transaction corresponds to the terms indicated in this form and in sections 1 and 2 above.

LEGAL MEDICAL DISCLAIMERS

We have not intended to imply any medical or curative claims with any of our products or the wording on our website, videos, or literature. There are many individuals that feel better or whose health condition has improved simply after being properly hydrated.

We are saying that water from an Echo Water Machine can hydrate you more effectively than other types of water when consumed appropriately. Diet, exercise, and relationships also play an important role in overall well-being.

WARRANTIES

All warranties are valid for the original purchaser only. The machine warranties can only be transferred to another party if Sauna Friend approves the transfer and the transfer fee of $499 is paid. The warranty covers defective parts, labor, and return shipping. If the defective part(s) cannot be repaired or replaced, the purchase price paid for the machine will be put toward the price of a current, new, or refurbished machine.

The warranty does not cover improper use of the machine, issues with machines where basic maintenance has not been performed (including timely filter changes and preventive cleaning with the cleaning cartridge), any damage caused by misuse or abuse to the machine or improper wiring in the home, Acts of God (including storms, flooding, fire, electrical damage from power surges, power spikes, lightning, etc.), and any physical damage to the machine by the owner.

All returns must be accompanied by an RMA# provided by customer support only after all proper troubleshooting via phone or video has been successfully completed.