FAQs
Help Center – Frequently Asked Questions
Orders & Shipping
Do you offer free shipping?
Yes. We offer free standard shipping on select lightweight orders within the United States.
Additionally, we provide flat-rate shipping on many of our best-selling products, regardless of weight. Some large or heavy items (such as saunas, hot tubs, or cold plunge tubs) do ship via freight service and are subject to flat-rate or quoted shipping, which will be clearly displayed at checkout.
Do you ship internationally?
No. At this time, American Sauna Store ships only within the United States.
How long does order processing take?
Orders are processed within 3–5 business days (Monday–Friday, excluding holidays).
Orders placed after business hours, on weekends, or on holidays will begin processing on the next business day.
How long does delivery take?
- Standard USA Delivery: 5–8 business days after dispatch
- Freight Deliveries: Timeframes vary depending on product type, destination, and carrier scheduling
Delivery times are estimates and may be affected by weather, carrier delays, peak seasons, or manufacturer availability.
Will I receive tracking information?
Yes. Once your order ships, you will receive a shipping confirmation email with tracking details.
For freight shipments, tracking may initially show limited updates until the carrier schedules final delivery.
What carriers do you use?
We ship using a network of reputable parcel and freight carriers, selected based on product size, weight, and destination.
Freight Shipping (Saunas, Hot Tubs & Large Items)
What is freight delivery?
Freight delivery is used for large, heavy, or oversized products such as saunas, hot tubs, and cold plunge tubs. These shipments are delivered via palletized freight rather than standard parcel carriers.
Is freight delivery curbside?
Yes. Freight deliveries are curbside only unless otherwise specified.
The carrier will deliver the shipment to the end of your driveway or nearest accessible curb. Customers are responsible for moving the product into their home or installation location.
Will the carrier contact me before delivery?
Yes. Freight carriers typically contact the customer to schedule a delivery appointment. It is important to provide an accurate phone number at checkout.
Missed delivery appointments may result in additional fees, which are the customer’s responsibility.
What should I do when my freight shipment arrives?
Before signing for delivery:
- Inspect the packaging for visible damage
- Note any damage clearly on the delivery receipt
- Take photos if damage is observed
If damage is discovered after delivery, contact us within 24–48 hours with photos so we can assist.
What happens if I’m not available to accept delivery?
Freight shipments require someone to be present. Failed delivery attempts may result in:
- Storage fees
- Redelivery fees
These fees are the customer’s responsibility unless the delay is caused by carrier error.
Order Tracking & Delivery Issues
My tracking shows “Delivered,” but I didn’t receive my package. What should I do?
Please:
- Check with neighbors, household members, or building management
- Contact your local courier office
If the package is still missing, notify us within 5 days of the delivery date so we can assist with an investigation.
What if my order is delayed?
Delivery delays can occur due to weather, carrier congestion, or manufacturer backorders. If your order is delayed beyond the estimated timeframe, our support team will keep you informed and assist as needed.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery for items that are:
- New, unused, and unworn
- In original packaging
- Accompanied by proof of purchase
Returns must be authorized before shipment. Unauthorized returns may be refused.
Are freight items eligible for return?
Some freight or special-order items may have return restrictions. Please contact us before purchasing if you have questions about return eligibility for large items.
Restocking fees and return freight costs may apply.
Who pays for return shipping?
- Customers are responsible for return shipping costs for standard returns
- We cover return shipping only if the item is damaged, defective, or incorrect
Original shipping fees are non-refundable unless the return is due to our error.
How long does it take to receive a refund?
Once your return is received and inspected:
- Approved refunds are processed within 10 business days
- Refunds are issued to the original payment method
- Banks and card issuers may take additional time to post funds
Order Changes & Cancellations
Can I cancel my order?
- Orders canceled before shipment are fully refundable
- Orders canceled after shipment must follow the return process
Once a freight order enters processing or ships, it may not be eligible for cancellation.
Can I change my shipping address?
Address changes must be requested immediately after placing an order.
Once an order has shipped, address changes are not possible.
Payments & Security
What payment methods do you accept?
We accept:
- Visa
- Mastercard
- American Express
- Discover
- Diners Club
- Apple Pay
- Google Pay
- PayPal
- Shop Pay
All payments are processed in USD through secure, PCI-compliant gateways.
Is my payment information secure?
Yes. All transactions are encrypted and processed through secure payment systems. We do not store your full payment details.
Contact Us
If you need help with your order, shipping, or returns, our support team is here to assist.
McGraw-Tyson Inc / American Sauna Store
📞 Phone: (877) 967-3224
📧 Email: sales@americansaunastore.com
🏢 Address:
539 West Commerce Street #1106
Dallas, TX 75208
United States