How we ship

We drop-ship. Your machine is built and dispatched by the manufacturer and comes to you directly — it does not sit in a middleman's warehouse first. That keeps the price honest and the chain short.

Two exceptions worth knowing:

• Refurbished and open-box units are our own local stock. They are on the floor, they ship in days, not weeks.
• Large equipment — saunas, chambers, cryo cabins, contouring pods — moves by freight, not by parcel carrier. That changes what happens on delivery day. See below.

Lead times

• New equipment, drop-shipped: standard lead time is 6–8 weeks from order.
• Refurbished / open box: in stock locally, ships in days.
• Consumables and parts: [RICK: confirm the normal ship time for liners, O-rings, and replacement parts]

The 6–8 week figure is the manufacturer's standard build-and-dispatch window, not a guess. If a build slips, we tell you as soon as we know — we would rather give you a bad date early than a good date late.

If you have a hard opening date, say so before you order. We will tell you honestly whether it is achievable, and whether a refurbished unit gets you open sooner.

Freight delivery — what actually happens

Freight is not a parcel drop. Plan for it:

• The carrier calls to book a delivery window. Someone has to be there to receive it.
• Crates are heavy and arrive on a pallet. You need a clear path from the truck to the room, and enough hands or equipment to move it.
• Measure doorways, corridors, turns, lifts, and ceiling height against the product's crated dimensions before the truck arrives. This is the single most common cause of a delivery-day problem.

[RICK: confirm what level of freight service is standard on our orders — curbside, threshold, or inside delivery — and whether a liftgate is included or costs extra.]

[RICK: confirm whether shipping/freight cost is included in the listed price or quoted separately per address.]

Inspect before you sign

This is the part people skip, and it is the part that costs money. Once you sign a clean delivery receipt, you have told the carrier the shipment arrived undamaged, and a later claim gets much harder.

1. Walk around the crate before the driver leaves. Look for punctures, crushed corners, water staining, and a tilted or broken pallet.
2. Photograph anything that looks wrong, including the crate label and the truck.
3. Write the damage on the delivery receipt before you sign it. "Subject to inspection" alone is usually not enough — describe what you see.
4. Uncrate and check the unit as soon as you can.
5. Tell us immediately.

[RICK: confirm the damage-claim window — how many days after delivery a customer has to report concealed damage. This is usually dictated by the carrier and the manufacturer; get the number from them.]

Changing or cancelling an order

Because equipment is built to order and released to the manufacturer once we accept your order, a cancellation is not always free.

• Cancellation window: [RICK: how long after ordering can a customer cancel at no cost?]
• After that point: [RICK: what fee, if any, applies once the order is in production or has shipped?]
• Changing the spec or colour after ordering: [RICK: is a change possible before production, and does it reset the lead time?]

If you need to change something, call — the earlier we know, the more likely we can fix it at no cost.

Returns

The terms below are the ones that decide a dispute, so they are stated exactly or not at all.

• Return window: [RICK: how many days after delivery can a unit be returned?]
• Restocking fee: [RICK: restocking fee percentage, if any]
• Return freight: [RICK: who pays return shipping on a change-of-mind return — you or the customer?]
• Condition required: [RICK: must the unit be unused and in the original crate/packaging to qualify?]
• Refund timeline: [RICK: how long after we receive the unit is the refund issued?]
• Refurbished / open-box units: [RICK: are these final sale, or returnable on the same terms?]
• Consumables: [RICK: are opened consumables such as liners returnable? Usually not, for hygiene reasons — but confirm.]

Damaged, wrong, or faulty on arrival

This is different from a change-of-mind return, and you are not paying for it.

If a unit arrives damaged in transit, arrives as the wrong item, or fails on first use, contact us straight away with your order number and photos. We coordinate the claim with the manufacturer and the carrier and get you a repair, a replacement part, or a replacement unit.

Faults that appear after the unit is in service are handled under warranty — see the Warranty page for per-product terms.

How to start a return or a claim

One route, one person, no ticket queue.

• Email [email protected] with your order number, photos, and what happened.
• Or call +1 (214) 244-0163.

Do not ship anything back before we confirm it in writing. Unauthorised returns can be refused by the manufacturer's receiving dock, and then the unit is in limbo at your cost.