True North Sauna Wood Burning Heater Mat

Average Shipping Times:

3-4 Weeks after submitting an order. (20-30 Days USA & Canada)

True North Saunas Warranty

• Damage Replacement: If any component of your sauna arrives damaged, we will replace it promptly at no additional cost to you. There is no need for extensive paperwork; simply contact us with details and, if possible, provide photos of the damage.
• Repair and Replacement: If any part of your sauna requires replacement or repair due to defects in materials or workmanship, we will address the issue to the best of our ability. Our team will assess the problem and determine the most effective solution, ensuring your sauna continues to meet our high standards.
• Customer Support: For any issues, concerns, or questions regarding your True North Sauna, our customer support team is here to assist you. We are dedicated to providing timely and effective solutions to ensure your complete satisfaction.

Please note that this warranty covers defects in materials and workmanship under normal use. It does not cover damage caused by misuse, neglect, unauthorized modifications, or natural disasters.

For assistance, please contact our customer support team at [insert contact information].

True North Saunas is dedicated to providing you with a top-quality product and unparalleled customer service. Thank you for choosing us for your sauna needs.

Receiving The Sauna - Assembly & Installation Guide

The Customer is responsible for the Assembly and Sauna Installation.

Assembly Responsibility: The client is responsible for assembling the sauna unit. This can be done either by engaging a certified technician or by following the instructions provided in our manual for self-assembly.

Certified Technician: For efficient and professional assembly, we recommend hiring a certified technician familiar with our sauna products. This ensures proper installation and operation.

Self-Assembly: Alternatively, customers may opt to assemble the sauna themselves using the comprehensive manual provided with the product. Carefully follow the step-by-step instructions to ensure safe and correct assembly.

Should you have any queries or require further assistance, please do not hesitate to contact our customer support team. We are dedicated to ensuring your satisfaction with our sauna products.

True North Saunas Responsibilities

• Build and pack your sauna in a crate
• Arrange for shipping to your home

Trucking Company Responsibilities

• Schedule a delivery appointment
• Deliver to your driveway or curbside
• Not responsible for unloading the sauna
• Will not back into your driveway
• Typically use an 18-wheel truck (ensure it fits in your area)
• Sauna crates under 92" may have a lift gate to assist unloading
• Sauna crates over 92" will not have a lift gate; customer must arrange unloading

Customer Responsibilities

• Return trucking company's calls promptly to schedule delivery
• Plan how to unload the sauna from the truck
• Crates vary from 6 to 14 feet in length and weigh between 800 to 1600 pounds
• Responsible for unloading the sauna crate

Suggested Unloading Methods

• Open the crate and hand unload
• Use a forklift (with extensions) to lift from the end
• Rent a tilt tow truck for local terminal pickup and home delivery

If the Crate Arrives Damaged

• Accept the shipment, take pictures, and note the damage on the Bill of Lading (BOL)
• Contact your dealer or True North Saunas immediately
• Mark the BOL with "Crate arrived open/damaged - Possible Hidden Damage"

Order Cancellation Policy-

1. Within 14 days of order entry: Cancel without penalty.
2. After 14 days: A $65.00 cancellation fee applies (item #: ORDCAN).
3. Within 7 days of the ship date: Orders cannot be canceled.

Order Change Policy-

1. Within 14 days of order entry: Edit/change the order without penalty.
2. After 14 days: A $65.00 edit/change fee applies (item#: ORDCHA).
3. Within 7 days of the ship date: Orders cannot be edited or changed.
4. After the product has shipped: Changing the shipping address incurs a $250 fee (item#: ADDCHANGE).

Return Policy

1) Our stated return policy is: We do not accept returns
a. It is very expensive to return products back across the border.

2) If a product must be returned to the factory, the following will apply:

a. 20% Restocking fee
b. Dealer/customer will be responsible for any and all shipping costs to the factory.

c. Products must be returned in their original packaging and condition.
d. True North Saunas will inspect the product upon return and True North Saunas will be the sole
decider of the condition of the product and the amount of the refund

Contact your Representative with your order number for any changes or cancellations. We strive to meet your needs and your customers' needs at all times.

Double-check your order confirmation to avoid issues after 14 days.

We value your business and acknowledge that mistakes can happen. Any order change or cancellation fees will be waived in such cases.