Shipping policy

Shipping & Delivery Policy

At Saunas Online, we treat the transit of your wellness sanctuary with the utmost precision. Because our modular saunas are heavy-duty, architectural structures, they require specialised freight handling. Below you will find everything you need to know about how your order travels from our warehouse to your property.

1. Shipping Coverage & Local Pickup

  • Airtight Coverage: We offer fully insured freight delivery to residential and commercial addresses across most regions of Australia.

  • Free Melbourne Pickup: If you wish to arrange your own transport, you can select "Local Pickup" at checkout to bypass all freight costs. Collection is available exclusively from our Melbourne warehouse by prior appointment.

    • Note: Due to the size and weight (400kg+) of flat-packed sauna crates, local pickup requires an appropriate commercial vehicle, flatbed ute, or dual-axle trailer capable of being loaded by a forklift.

2. Order Processing & Production Lead Times

  • Order Confirmation: The moment you place your order, our team begins processing the fulfillment queue. You will receive an immediate email confirmation detailing your exact sauna build specifications.

  • Dispatch Timelines: Because our saunas are custom-configured to your timber, heater, and control choices, please refer to the current lead times displayed on our product pages for dispatch estimates.

3. Heavy Freight Delivery Mechanics (Curbside Delivery)

All Saunas Online kits are dispatched using specialised freight carriers equipped to manage oversized cargo.

  • Tail-Lift Drop-Off: Your sauna will arrive flat-packed inside a heavy-duty, weather-protected protective transit crate. The delivery vehicle will utilize a hydraulic liftgate to safely lower the crate to the curbside or the edge of your driveway entrance.

  • Property Access Constraints: Freight drivers are legally unable to move the transport crate up steep inclines, up stairs, past narrow side paths, or into your backyard.

  • The Flat-Pack Advantage: You do not need heavy machinery on site. Once the crate is lowered to your driveway, simply unbolt the protective framing and comfortably hand-carry the individual interlocking timber panels and glass components directly to your desired build location.

4. Delivery Scheduling & Failed Deliveries

  • Appointment Booking: Our freight carrier will always contact you directly via phone or SMS in advance to schedule a specific delivery day and time window where you or an authorised adult must be present on-site.

  • Failed Delivery Reconsignment: If a delivery time window has been confirmed with you and the carrier arrives but cannot complete the delivery due to no one being home or safe property access being blocked, a redelivery fee will be charged by the carrier to reschedule.

5. Damaged, Defective, or Missing Items

Your shipment is fully protected by comprehensive transit insurance.

  • Upon Arrival: Please inspect the exterior of the crate before the driver departs. If there is clear, visible structural damage to the outer packaging, please take a photo and write "Damaged upon receipt" clearly on the driver’s consignment note before signing.

  • Unboxing Claims: In the rare event that you open the crate and find an internal component is missing, defective, or damaged, please contact our support team within 48 hours of delivery with your order number and clear photos. We will immediately dispatch a replacement part to you at zero additional cost.

Need Assistance?

If you have unique property access conditions (such as unsealed roads, low-hanging trees, or narrow laneways), please reach out to our logistics team before checkout so we can coordinate a seamless delivery plan for you.