SaunaNera FAQs
About SaunaNera
Q: What makes SaunaNera different from other sauna retailers?
A: SaunaNera stands out by curating a selection of high-quality saunas from several esteemed suppliers. Our focus on diversity and excellence ensures that each customer finds a sauna that perfectly matches their wellness needs and aesthetic preferences. In addition, your questions and concerns will always be answered by a US based expert to ensure personalized customer service.
Q: Where are you located?
A: We are located in San Diego, California.
Q: Where do your saunas ship from?
A: All our saunas are shipped from the US or Canada. Because we carry several brands the specific state varies by brand.
Ordering
Q: How do I place an order?
A: Placing an order on our Shopify store is straightforward: start by browsing our selection of saunas and wellness products. When you find your desired item, select any necessary specifications such as size or color, and then click "Add to Cart". You can continue shopping or go to your cart to review your items. To finalize your purchase, click "Checkout", enter your shipping and payment information, and follow the prompts to complete your order. A confirmation email will be sent once your order is successfully placed.
Q: Can I modify or cancel my order after it has been placed?
A: Orders can be cancelled within 24 hours of purchase. To view any limitations to order cancelling or changing please view the policies for the brand your product falls under at the following link: https://saunanera.com/pages/shipping-returns
Payment
Q: What payment methods do you accept?
A: We accepts a variety of payment methods! Including:
Cards - Visa, Mastercard, American Express, Discover, Diners Club
Shop Pay - Shop Pay and Shop Pay Installments
Wallets - Apple Pay, Google Pay, Meta Pay, Amazon pay
Q: Is it safe to use my credit card on your website?
A: Absolutely, using your credit card on our website is safe. Our Shopify platform utilizes industry-leading encryption and security protocols to ensure your payment information is protected. All transactions are secured through Shopify's Payment Card Industry Data Security Standard (PCI DSS) compliant system, giving you peace of mind that your personal and payment details are safeguarded at all times.
Shipping
Q: Do you offer free shipping?
A: Yes! All Orders ship for free with the exception of "Rocks Only" orders.
Q: How long does shipping take?
A: This can vary by brand as we carry a diverse collection from top-tier brands. Some orders ship next day others may will ship within 1-3 weeks, from here depending on your location it may take an additional 1-2 weeks for the carrier to arrive at your curb side.
Q: Can I track my order?
A: We will send you tracking information within 24 hours of your order leaving the warehouse.
Q: Do you ship to Alaska/Hawaii?
A: Unfortunately, we do not currently ship to Alaska or Hawaii.
Returns & Refunds
Q: What is your return policy?
A: We carry a diverse range of suppliers who have different policies that we must follow. To view their individual policies please view them at this link: https://saunanera.com/pages/shipping-returns
Q: How do I request a refund?
A: To request a refund please email orders@saunanera.com and we will provide you with options and ensure your refund process is as smooth as possible.
Product Information
Q: How do I choose the right sauna for my needs?
A: We have a couple options for you to ensure the sauna you select suits all your needs for the ultimate experience! You can read about the differences between infrared and traditional saunas here: https://saunanera.com/pages/infrared-vs-traditional-saunas-which-one-is-right-for-you OR email our team at sales@saunanera.com or use the Contact Us page and we will send you personalized questions to get you the sauna that is right for you!
Q: How do I install my sauna?
A: When you order your sauna we will send you assembly instructions before your sauna arrives so you can get your work space ready!
Maintenance & Support
Q: Do you have certified contractors that do assembly?
A: Sorry, we currently do not have affiliate contractors, but assembly is very easy. It only takes a couple of people in a few hours. You may also search for white glove services near you if you require additional help!
Q: How do I maintain my sauna?
A: To ensure you are taking as good care of your sauna as it is of you, you should consider the following:
- Regular Cleaning: After each use, wipe down the benches, walls, and floor to remove sweat and moisture. Use a mild, natural cleaner for a deeper clean every few months, avoiding harsh chemicals.
- Ventilation: Ensure proper ventilation after each use to prevent moisture buildup. Leave the door open or use a vent to circulate air.
- Wood Care: Treat wood surfaces with a sauna-specific sealant to protect against moisture and heat damage. Avoid staining or painting the interior wood, as this can affect air quality and wood integrity.
- Heater Maintenance: For electric heaters, remove any dust or debris regularly. For wood-burning saunas, clean the chimney and firebox as recommended by the manufacturer.
- Check for Damage: Periodically inspect your sauna for signs of wear or damage, such as loose boards or malfunctioning components, and address these issues promptly.
Q: What kind of support do you offer if I have issues with my sauna?
A: For any issues you may have with your sauna check the manufacturers warranty first. If your sauna is outside of warranty or you have any questions we can help you find the right solutions or parts to ensure you continue to enjoy the benefits of your sauna.
Contact Us
Have more questions?
Contact our customer support team at sales@saunanera.com. We're here to help!
