Customer Expectations

Congratulations on your Redwood Outdoors sauna purchase — you're only a few steps away from relaxation and recovery. Here's what to expect as you prepare to receive and assemble your sauna. 

 

Important: Please Read 

  • You have 7 days after purchase to cancel for free — use this time to confirm your site is level, your driveway is accessible by semi-truck, and you have any required permits. 

  • Contact Redwood Outdoors before your order ships if your driveway is hard to access, narrow, steep, or winding, or if you need placement beyond curbside. 

  • Your tracking link will be in your Shopify shipment confirmation email — click your tracking number to follow your order, but treat ETA dates as estimates only. 

  • The freight carrier will call you to schedule a delivery appointment once your shipment reaches their regional depot — Be available for phone calls and emails regarding the delivery of your shipment to ensure the best possible service. Always insist on a scheduled time and expect a weekday delivery.  

  • Delivery is curbside — meaning the intersection of your property and the public road. If you need it delivered closer, contact Redwood Outdoors as soon as possible. After delivery, inspect the crate carefully before signing. Note any damage with the carrier at the time of receipt, and contact Redwood Outdoors immediately if damage is present. 

  • Do not assist in unloading freight, even if the driver asks nicely. 

 

⚠  Please decline delivery from the carrier and contact Redwood Outdoors immediately if:

  • You are asked to assist in unloading your freight shipment.
  • You are asked to rent a forklift to unload your freight shipment. 

 

 

1. Your 7-Day Grace Period 

Your order will be held for 7 days after purchase to allow time for final preparations. 

 

Use This Time To 

  • Finalize your assembly site — ensure it is level and ready for installation. 

  • Inspect your delivery path. Saunas are typically delivered on 26' box trucks with a liftgate. Confirm the route to your delivery location is wide enough and free of obstacles. Delivery trucks will typically need 14’ vertical clearance and 11’ width clearance to ensure safe delivery 

  • Gather any required permits or HOA approvals. 

 

📌 Cancellation Policy 

You may cancel your order at any point during the 7-day grace period with no restocking or return fees. After the grace period ends, cancellations are subject to fees. 

 

2. Before Your Sauna Ships 

To ensure a smooth delivery experience, please contact Redwood Outdoors before your order ships if any of the following apply to your property: 

 

  • Your driveway is not accessible from a public road. 

  • You have a narrow, steep, winding, or unpaved driveway. 

  • You need your shipment placed somewhere other than curbside (limitations apply). 

 

Contact us at support@redwoodoutdoors.com before shipment if any of the above conditions apply. 

Reaching out in advance helps us coordinate with the carrier and avoid complications on delivery day. 

 

3. Tracking Your Shipment 

Your tracking information will be included in the Shopify shipment confirmation email. Use the guide below to locate your tracking link: 

  • If your tracking number begins with "SL" — use the tracking link provided in your confirmation email. Just click your tracking number to take you to the tracking page 

  • If your tracking number begins with "RW-" — use the tracking link provided in your confirmation email. Just click your tracking number to take you to the tracking page 

 

Note: ETA dates displayed on carrier websites are estimates only. Do not treat these as confirmed dates unless you have spoken directly with a representative from the freight carrier. 

 

4. Scheduling Your Delivery 

When your shipment arrives at the carrier's regional depot, they will call you to schedule a delivery appointment. 

 

  • If the carrier calls to deliver without scheduling an appointment, politely decline and ask to book a specific appointment time. Then contact Redwood Outdoors customer support. 

  • If your preferred delivery date is more than 3 days out from the carrier's intended date, your shipment can be held at the depot — though storage fees may apply. 

  • Carriers typically do not deliver on weekends. Be prepared for a weekday delivery. 

  • If you have not heard from the freight carrier 7 days after you receive your shipment confirmation email, contact Redwood Outdoors and we will provide the depot's contact number. 

 

📌 Fastest way to get an ETA update: 

Contact the carrier depot directly. This is more reliable than tracking websites and will get you the most accurate information. 

 

 

5. What to Expect on Delivery Day 

Curbside Delivery 

Your sauna will be delivered curbside — typically between the public street and your curb or the threshold of your driveway. 

  • Freight carriers have the right to decline crossing onto private roads or driveways. 

  • Freight carriers may refuse delivery if conditions are deemed unsafe. 

  • If your preferred drop-off location is not paved or smooth, the driver may be unable to move the crate. Be prepared to unpack, move, and repack contents to the desired location until you are ready to assemble. 

 

Inspecting Your Shipment 

Upon receipt, you will be asked to sign for your delivery. Before signing, inspect the shipment carefully: 

  • Check the crate for any visible signs of damage. 

  • Note the location and severity of any damage on the delivery receipt before signing. Carriers may hand you a tablet to sign on. There is always a place to note damage at the bottom of the tablet. 

  • After accepting delivery, contact Redwood Outdoors if damage is found. 

 

Questions? Contact us at support@redwoodoutdoors.com