Rest assured that you are in good hands. We have a team in place that operates 24/7 to ensure that you are well taken care of.

FAQ

ORDER INFORMATION

How will I know when my order is confirmed?

An order confirmation message will be sent to the email address you provide us for each order you submit. Purchases made on weekends or holidays may not be shipped until the next business day. However, we will acknowledge the receipt of your order via email with a follow-up email once your order has been shipped.

What are your product lead times?

All of our in-stock products ship within 3 business days.

However, we do have lead times for most of our made-to-order, handcrafted products.

Please Note: Due to COVID-19 and the subsequent lockdowns, our manufacturing schedules have been been affected.

Kindly allow us to serve you with the below time frames in mind -

Saunas
Aleko : 1 - 3 weeks
Enlighten : 4 - 6 weeks
Medical : 4 - 6 weeks
Dundalk : 12 - 15 weeks

Therapy Chairs

Medical Breakthrough : 4 - 6 weeks

Fire Pits & Grills
Arteflame : 1 week

Steam Showers
Maya Bath : 1 week

This info is updated regularly and we will make every effort to ensure you receive your product within these lead times, if not sooner.

Where do you ship to?

We ship to all states within the continental United States. If you live in Alaska or Hawaii or are outside of these shipping areas, feel free to reach out to us and we will work with our shipping partners to get you your desired product; however, additional shipping costs may apply. Should you wish to request a custom freight quote, please send us an email at support@thermaliving.com or call us at (720) 428-2616

What type of shipping do you offer?

Due to the large size and nature of our products, we use freight delivery. We ensure that all our shipping partners provide extra packaging to keep your sauna in perfect condition when it arrives at your door.

Residential Delivery Service
Residential delivery is a standard service that we provide which delivers the sauna unit directly to your residence. 

Commercial Delivery Service
Commercial delivery service is available to any business in the U.S. at no additional charge. 

An appointment must be set in order to deliver the products, as the customer will need to sign for them.

What do I do if my product arrives faulty or damaged?

Upon the receipt of your item(s), we recommend that you inspect your packaging for any defects. In the unlikely event that your package is damaged, please make note of the defects when signing for delivery. We request that you send us a detailed description of damages along with sufficient photo evidence of the damaged area(s) (multiple angles, if possible) to support@thermaliving.com. We will endeavor to assist in all reasonable circumstances, provided that we have been given sufficient details regarding any faulty or damaged product(s) and the product(s) are still under the manufacturer’s guarantee or warranty. All product returns should be made within our 30-day return policy.

How do I return a product?

Should you wish to return a product, please note that we have a 30-day Return Policy at thermaliving and will do everything we can to work with you.

If your product has been custom-made through thermaliving, we regret to inform you that these such orders are not eligible for return, exchange, or cancellation.

Can I cancel my order?

Your order can be cancelled free of charge so long as the cancellation is made within 24 hours of confirmation. Orders cancelled later than 24 hours after confirmation may be subject to a 3% credit card transaction fee (as this is what we're charged). 

Can I exchange a product?

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@thermaliving.com and we'd be glad to work with you.

SET UP & ASSEMBLY

Is there someone I can call for help if I have a question about installation after purchasing the product?

Absolutely! We'd be glad to help - simply email our customer service department at support@thermaliving.com to schedule a time where one of our technicians can walk you through the process of installing your product.

What is involved in Sauna Assembly?

Our saunas arrive ready for easy self-assembly. We make sure to provide you with all the information you need to get your sauna up and running in the most efficient way possible.

No special tools or carpentry skills are required and our instructions are written with the DIY customer in mind. All lumber pieces are pre-cut so no sawing is required. Assembly requires 2 people and typically takes 4-6 hours.

How will the Steam Shower arrive? Does the unit come pre-assembled?

Your steam shower will arrive in 1 to 3 wooden crates and all crates will go through any doorway of 28″ or wider.

Unlike some stories we have been told, our steam showers come largely pre-assembled with the massage jets, electric wiring, and water pipes already connected. The unit is supplied with its constituent panels flat-packed for easy maneuvering through doorways. These adjoining panels will be bolted together and sealed with silicone to provide a relatively straight forward installation.

Simply connect any pipes/wires that join the plumbing/electrics between adjacent panels, and hook up your hot and cold water feeds, electric supply and waste drainage and you should be ready to go.

I would like to place the Steam Shower on the second floor, will there be a weight problem?

The unit is about 700 lbs plus water and your weight, so this is definitely a case by case type question. Please consult your contractor based off of these weights we have provided.

What about the Electrical Requirements?

While many of our products feature simple plug-in setups, some of our outdoor products may require being hardwired.

While it is fairly simple to do so oneself, we recommend that all electrical wiring be performed by a qualified and licensed electrician with complete knowledge of local codes and regulations.

Most of our saunas run on 220v of electricity and draw less than 40 amps of power; they are quite energy efficient and should not be a significant drain on your electricity bill. 

PRIVACY POLICY & DATA RETENTION

What do you do with my information?

When you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information, email address, and phone number. We refer to this information as “Order Information.”

When you browse our store, we automatically receive your computer’s internet protocol (IP) address in order to provide us with the information that helps us learn about your browser and operating system. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information.” 

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

How do you get my consent?

When you provide us with “Personal Information” to complete a transaction, verify your credit card, place an order, arrange for a delivery, or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only. If we ask for your personal information for a secondary reason, like marketing, we will either ask for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?

If you change your mind after you opt-in, you may withdraw your consent for us to contact you for the continued collection, use or disclosure of your information, at any time, by contacting us at support@thermaliving.com.

How do you use my personal information?

We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations).  Additionally, we use this Order Information to: communicate with you; screen our orders for potential risk or fraud; and provide you with information or advertising relating to our products or services when in line with the preferences you have shared with us.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

Do you retain my information?

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

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