Frequently asked questions

Frequently asked questions
What is the return policy?
Return & Refund Policy

At Emberline Saunas, we stand behind the quality of our products and aim to ensure every customer is fully satisfied with their purchase.

Return Eligibility (15-Day Window)

We offer a 15-day return window from the date of delivery under the following conditions:

1. Product Not Meeting Expectations

If your sauna is significantly below reasonable expectations based on its description, you may request a return within 15 days of delivery.


  • The product must be unused and uninstalled

  • All original packaging and components must be included

  • Photos and a brief explanation must be provided for review

All requests are subject to approval to ensure fairness and prevent misuse.

2. Damaged or Defective Items (Recommended Path)

If your order arrives damaged or defective, you must report it within 48 hours of delivery.


  • Clear photos of the damage (packaging + product) are required

  • We will offer one of the following solutions:


    Replacement parts


    Full replacement


    Partial or full refund (depending on severity)


Non-Returnable Conditions

We do not accept returns if:


  • The sauna has been assembled, installed, or used

  • The product is damaged due to improper installation or handling

  • The return request is made after the 15-day window

  • The issue is based on minor cosmetic variations (natural wood differences, grain, etc.)
Return Process

  1. Email us at info@emberlinesaunas.com with:


    Order number


    Description of the issue


    Photos (if applicable)



  2. Our team will review your request within 1–3 business days

  3. If approved:


    Return instructions will be provided


    Customer may be responsible for return shipping unless the issue is due to damage or defect


Refunds

  • Refunds are issued after the product is returned and inspected

  • Approved refunds are processed within 5–10 business days

  • Shipping fees are non-refundable unless the return is due to damage or defect
Important Notes

  • Due to the size and nature of sauna products, return shipping costs can be significant

  • We recommend reviewing all product specifications before purchasing

  • Our team is available to assist with any pre-purchase questions
Are any purchases final sale?

Yes, once production starts we cannot return the product.
When will I get my order?

Orders typically take 6–10 weeks to arrive. This timeframe includes both production and delivery scheduling. The factors depend on the complexity and size of the saunas.

Each sauna is prepared and shipped with care to ensure quality and safe transport. In some cases, delivery may take longer due to factors such as demand, logistics, or location.

If delays occur, we will keep you updated and appreciate your patience.
Is there a warranty?

Absolutely. We stand behind our products with a comprehensive 1-year warranty. If you encounter any issues within your first year, simply send us a quick email. Just send us a quick email to info@emberlinesaunas.com we’ll make it right by sending you a replacement as soon as possible.
How does delivery work?

Our delivery process is straightforward: we provide curbside delivery, meaning the driver will drop the pallets safely onto your property (such as your driveway or a flat accessible area).

Please note that our team does not move the items to their final setup location. Because these pallets are heavy, you will need your own tools and a pallet jack on hand to move and install the units once they arrive.