Shipping policy

Shipping Policy

Last updated: [07-07-2025]

Free Shipping on Every Order

We offer free shipping on all orders, big or small — including heavy and oversized items.
Note: Orders containing only sauna stones (without a heater) are not eligible for free shipping.

Order Processing & Shipment

  • Most orders ship within 2 to 7 business days from purchase.

  • Custom-built products may require additional time.

  • Tracking information is typically sent within 24 hours of shipment.

For shipping inquiries, tracking updates, missing parts, or damage claims, please contact:
📧 info@luxzin.com

Shipping Carriers

We typically ship smaller items (like heaters, accessories, and parts) via UPS or FedEx, but we reserve the right to select the carrier.
Once shipped, we cannot change the delivery address or arrange delivery times. You'll receive tracking details to monitor your shipment.

Freight Delivery for Large Items

For large items like saunas, stoves, plunges, or tubs, we use freight shipping, which differs from standard delivery.

  • The tracking number will show when your order arrives at the local freight depot.

  • A delivery appointment is required, and someone must be present to sign.

  • Deliveries are curbside only — moving the item to its final location is your responsibility.

Important for Larger Saunas (e.g., Dundalk Leisurecraft models):

  • Crates may exceed 92 inches and weigh 800-1,600 lbs, beyond liftgate capability.

  • Delivery via a full-size 18-wheeler truck — unloading is not included.

  • You may need:

    • A forklift with long forks

    • A tilt tow truck

    • Or a professional crew (though manual unloading is typically discouraged)

👉 Learn more about unloading options [here].

Sauna Kit & Pre-Assembled Sauna Deliveries

  • Sauna Kits: Shipped via LTL (Less-Than-Truckload) or flatbed. The carrier will contact you to schedule delivery.

  • Pre-Assembled Saunas: Delivered on a pallet via flatbed. Requires a forklift or crane for offloading.

Freight Delivery Scheduling

When your shipment reaches the local terminal, the freight company will contact you to arrange delivery.
Be sure to:

  • Schedule promptly to avoid storage fees

  • Be available during the delivery window

  • Have a plan to move the item from curbside

Damaged Packages

  • If the box is damaged: Take clear photos and note the damage on the Bill of Lading before signing.

  • If the box is fine: Inspect the product immediately. Report any product damage within 24 hours with photos.

All shipments are insured, but claims are only valid if reported within 24 hours.
Also, keep the box, packaging, and pallet for any returns or exchanges.

Shipping Concerns & Special Considerations

Certain conditions may result in extra costs:

  • Freight company charges if a semi-truck can’t access your location

  • Height/bridge restrictions

  • Island deliveries requiring ferry, train, plane, or extra courier transport

  • Remote area surcharges

If shipping fails due to incorrect address or inaccessible delivery site, you'll be responsible for all shipping fees, and returns will follow our Return Policy.

Shipping Zones & Restrictions

  • Free shipping applies to the 48 contiguous U.S. states only.

  • We do not offer free shipping to:

    • Alaska, Hawaii, Puerto Rico, Guam, Northern Mariana Islands, U.S. Virgin Islands

    • Nantucket, Martha's Vineyard, Friday Harbor, Orcas Island, or similar locations

    • International destinations, including Canada

We will not honor returns for shipments outside these zones. If your address incurs restrictions or surcharges, our team will contact you.

Questions? Contact: 📧 info@luxzin.com

Customs, Duties & International Orders

Customs fees, import taxes, and duties on international shipments are the customer’s responsibility.
These costs are not included in the shipping charge, and Luxzin does not cover customs clearance costs.

If you're shipping internationally, we recommend consulting your local customs office beforehand.

Warranty Policy for International Shipping

Please note:
Shipping a product internationally or moving it abroad after delivery to a U.S. address voids the product warranty.
Our warranty applies exclusively to products used within the United States.

If you have questions, contact our support team before arranging international transport.

Legal Disclaimer

Where our policy is silent or unclear, the manufacturer’s policy applies.
By placing an order with Luxzin or using our site, you agree to our Refund & Shipping Policy.

Contact Us

📞 Phone: 716-303-6389
📧 Email: info@luxzin.com
🕘 Hours: Monday - Friday | 9AM - 5PM (PST)