Client care
Shipping & Returns
Last updated November 2026
This document is a working draft prepared for Northaven. It should be reviewed by a licensed attorney in your state before the store begins taking live payments.
Freight
White-glove freight is a flat $299 on orders below $7,500 and complimentary on orders of $7,500 or more, delivered anywhere in the continental United States. Alaska and Hawaii are quoted individually. Freight covers scheduled delivery to the room of your choice on the ground floor or via elevator, unpacking, and removal of packaging.
Stair carries, hoisting, wall or doorway modification, and electrical work are quoted separately and must be agreed before delivery. Please measure doorways, hallways and stair turns before ordering — access limitations discovered at delivery can result in an additional fee or a refused delivery.
Lead times
Lead times are set by the manufacturer and shown on each product page. Saunas and massage chairs commonly run two to six weeks from order release; golf technology is often faster. You will receive the current lead time in writing from your specialist before any payment is taken. Lead times are estimates, not guarantees, and we will notify you promptly of any change.
Delivery and inspection
Delivery is scheduled by appointment. Inspect every piece before signing the carrier's delivery receipt. Note any visible damage on the receipt and photograph it. Report concealed damage within 48 hours of delivery so we can file the freight claim on your behalf.
Returns
Unopened, unused goods in original packaging may be returned within 14 days of delivery. Returns require a return authorization from the manufacturer, and any restocking fee the manufacturer applies is deducted from the refund. Return freight is the customer's responsibility unless the item arrived damaged or incorrect.
Assembled, installed, custom-configured or special-order pieces are not returnable. Infrared and traditional saunas that have been heated, and massage chairs that have been used, fall into this category for hygiene and warranty reasons.
Cancellations
Orders may be cancelled for a full refund before they are released to the manufacturer. Once released, a cancellation is subject to the manufacturer's own policy. Purchase requests carry no charge and can be cancelled by simply replying to your specialist.
Warranty and service
Manufacturer warranties apply to every piece and are registered on your behalf at delivery. Warranty service is coordinated with the manufacturer by your specialist; we do not substitute a warranty of our own.