Q: What types of credit cards do you accept?
A: We accept all major credit cards such as Visa, MasterCard, and Discover. We do not accept American Express.
Q: What other forms of payments do you accept?
A: We accept postal money orders and cashier checks as well. Business and personal checks are also accepted, but it can take about 7-14 business days to clear payment. Orders are shipped only after payment clears. We also accept Bank Wire, Western Union, MoneyGram, and PayPal.
Q: If I place an order today, when should I expect it to arrive?
A: Depending on the availability of the sauna and size of the order, it can take from 7 to 14 business days to ship. Smaller orders are quicker to process for shipment, while larger items need to go through the process of testing to make sure it is working before we ship to our customers.
Q: Can I ship my order to another address differing from my billing address provided?
A: Yes, you will have the opportunity to add a different shipping address if desired. However, the order might be delayed due to address verification. All packages will require a signature in order to insure proper delivery.
Q: Why must I sign for the package?
A: All packages are shipped via FedEx with signature confirmation. This is to ensure us that you have received the package and it was not lost or stolen. The shipping carrier will not leave the package in front of your door; someone has to be there to sign for the package. After 3 attempts the package is shipped back to us.
Q: Can I waive the signature confirmation?
A: Yes, if you know that you are most likely to miss the package when deliveries are made, you have the option of waiving the signature confirmation to avoid shipment return. You must write an email to email@example.com to state that you want to waive the “signature confirmation" before your order is shipped. Please include the following: First and Last name, shipping address, and your waiver. Once the package has been shipped the signature confirmation cannot be waived.
Q: I missed the package and did not waive the signature confirmation, what happens now?
A: If you missed the package after the 3rd attempt then the package is returned to us and there will be a “re-shipment" charge applied to you order. If it's been only the 1st or 2nd attempt and you know that you will not be there during the 2nd or 3rd there are two options. You can either sign the back of the “we missed you" slip and that will be do as signature or call the local FedEx location where the package is and ask for it to be held. It then can be picked up whenever you have time. In the case where you would like the package to be re-routed a re-routing fee will be applied to your order.
Q: Why am I receiving multiple confirmation e-mails?
A: At the time of the order there are up to 2-3 different confirmations e-mails that are sent to you depending on your order. The first is from our billing department confirming your order. The second is from our shipping department to let you know your tracking number for your order and that your item was shipped. The third e-mail applies only if your order includes our recycling program which is from our RMA department informing you of your unique RMA number to return your existing items back to us.
Q: Why is there a “handling" fee billed on my invoice?
A: Every package that we ship out needs to be processed, packaged, and shipped out. This requires a handling fee from our warehouse that is non-refundable and cannot be waived under any circumstance.
Q: What is an RMA number and why do I need it?
A: An RMA (Return Merchandise Authorization) is a numbered authorization provided by InfraredSaunaGuru to permit the return of a product. We require this to avoid unnecessary returns. Any Warranty Claims, Return Order, and etc; all require an RMA number. Do not ship your item until a unique RMA number is issued to you via e-mail. We will not accept packages without an RMA number, therefore you package will be returned to the sender.
Q: What if my item does not function upon receiving it?
A: If the item is not working properly please call our customer service immediately. We will then set up a technician call in order to figure out if something went wrong during installation and how it can be fixed. If the item is still not working the RMA department will issue you RMA# to apply to the box. Once we receive the item back we will test the past and re-ship a brand new working unit.
Q: What will this order look like on my credit card statement?
A: Your order from us will be billed by “InfraredSaunaGuru". If you have any questions about your bill, feel free to contact us.
Q: What if my package got damaged in transit?
A: We apologize for the inconvenience. Simply hit the “contact us" tab, send an email to firstname.lastname@example.org with your contact information, and pictures of the damage. We'll figure out what went wrong and make it right.
Q: I have a question about installation after purchasing the product, is there someone I can call for installation help?
A: InfraredSaunaGuru stands behind each product that we sell to our customers. If you have a question about how to install that product on your own, we are more than happy to help. Simply e-mail our customer service department to schedule a time where one of our in house technicians can walk you through the process of installing your product. Once purchasing a product from InfraredSaunaGuru, our customers automatically receive a complimentary installation service call with their purchase.