Shipping & Return Policy
Last Modified June, 2026
Our goal is to provide the utmost experience when you purchase a Health Mate product. In the event of shipping damage, we will promptly replace or fix the damage to your satisfaction. For returns, note our Cancellation and Return Policy below.
Sauna Shipping
Receiving Your Shipment: Your sauna will be shipped with lift gate service with a scheduled appointment for delivery. Your box(es) will be placed on a single pallet that will need to be separated to be unloaded once the driver unloads your shipment.
First, check that you received the correct order. Next, check for any visible exterior damage to the containers. Finally, it may be necessary to open the box to check for concealed damage. Be as specific and detailed as possible in your report of damage on the bill of lading.
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).
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, contact us immediately for instructions on how to handle the claim. If a claim is 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 happens, please note “Possible Concealed Damage” on the delivery receipt.
Refusing a Freight Shipment & Freight Carrier Fees
If the shipment is damaged and unusable, it may be necessary to refuse part or all of the order. Call our service department (1-800-946-6001), option “2”, before refusing any shipment.
Please note that any re-delivery or additional carrier fees are the responsibility of the customer unless otherwise noted on your order. 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 due to contact or delivery appointment issues, 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 & Return Policy
If an order is canceled prior to shipment, payment will be fully refunded. Note that we consider your product to be “shipped” when a Bill of Lading and tracking number have been generated for a freight carrier. After products are considered shipped, cancellations are treated as returns as described below.
All returns require a Return Merchandise Authorization (RMA) from our Customer Service Department. Please call 1-800-946-6001, option “2”, 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 receive and completely inspect your return.
Per our “30-Day Risk-Free Return Policy” returns will be accepted within 30 business days of product receipt. Shipping charges on returns are 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, a full refund will be provided on the product purchase price, minus any original shipping charges and minus a 20% 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, as described above, will 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 labels, or non-standard sauna models are non-refundable.