Last Updated: July 11, 2025
Scope of Service
This policy applies to retail orders shipped to addresses within the contiguous 48 United States. Shipments to Alaska, Hawaii, APO/FPO, Puerto Rico, Canada, or the EU are quoted individually; any customs duties, brokerage fees, and TAX remain the customer’s responsibility.
Order Processing and Lead-Times
Once full payment (or, for custom work, the required deposit) clears, orders enter a processing phase.
- Stocked accessories and replacement parts ship immediately after processing; no additional lead-time applies.
- Standard models (saunas, ice baths, heaters) typically deliver in 8-12 weeks.
- Custom aluminum windows require detailed shop drawings and customer approval; production and domestic transit together take 4-6 weeks. Freight for these window orders is quoted individually once final dimensions, crate sizes, and delivery zone are confirmed, usually 7-10 days before dispatch.
- Other made-to-order items—including custom saunas, prefab modules, and thermally modified decking and cladding — ship in 8-12 weeks, depending on complexity.
Published lead-times do not account for any customs delays on export orders.
Shipping Methods
Free curbside delivery with lift-gate service is included for eligible products and locations. Upgrades to threshold or white-glove service, as well as last-mile fees for roads unsuitable for a 53-foot trailer, are billed separately. If the carrier cannot reach you within 48 hours to schedule delivery, storage or redelivery charges will be charged to the card on file.
Receiving Your Shipment
- Inspect all packages thoroughly before signing the Bill of Lading. Note visible damage and request the driver’s co-signature.
- Open the shipment immediately. Concealed damage must be reported within 48 hours with photos or video. If the driver cannot wait, write “POSSIBLE CONCEALED DAMAGE” on the Bill of Lading.
- Call Eco Hearth at +1 951-633-7691 before refusing delivery; unauthorized refusals are treated as returns under Section 8.
Return Authorization (RAN)
You must request a Return Authorization Number within 30 days of the original shipping date. Returns sent without an issued RAN label will be refused.
Eligibility for Return
Eligible items are unused, uninstalled, in original packaging with all manuals and accessories, and are returned within 30 days of the shipping date.
Non-Returnable Items
- Custom or personalized products including all saunas, sauna wood packages, ice baths with chillers, aluminum windows fabricated to specification, prefab homes and offices, exterior or interior cladding milled to order, and bespoke terraces or patios.
- Gift cards.
- Products that have been installed, modified, or damaged by improper handling.
Restocking and Administration Fees
- Factory-sealed, unopened items: no fee.
- Opened but unused items with complete inner packaging: 10 % restocking fee.
- Items missing packaging or showing visible wear: 25 % restocking fee.
- Orders cancelled before shipping are refunded minus a 2.9 % payment-processing fee.
Return freight is the customer’s responsibility unless Eco Hearth shipped the wrong or defective product.
Refunds
After inspection, approved refunds are credited to the original payment method within 5-10 business days.
Exchanges
Defective or mis-shipped items are exchanged at no extra cost once verified. Contact support with photos, serial numbers, and a copy of the Bill of Lading; a prepaid label will be issued.
Promotional Bundles
All components of a promotional bundle must be returned together. Individual defective components may be exchanged separately.
Delays and Force Majeure
Eco Hearth is not liable for carrier delays, weather events, strikes, or other force-majeure circumstances. Schedule contractors only after the product has arrived and been inspected.
Third-Party Vendors
Items sold by authorized third-party vendors on the Eco Hearth platform may follow additional shipping and return terms; however, the inspection requirements in Section 4 always apply.
Payment Security and Privacy
Card data are processed by PCI-DSS Level 1 gateways. Eco Hearth never stores full card numbers.
Limitation of Liability
Eco Hearth shall not be liable for indirect, incidental, or consequential damages; total liability is limited to the purchase price of the product.
Dispute Resolution
All disputes are governed by Pennsylvania law and resolved by binding arbitration under the Commercial Rules of the American Arbitration Association, venue Philadelphia, PA.
Contact
Eco Hearth, a division of Denoma Inc.
2295 S Whittmore St, Furlong, PA 18925
Mon–Fri 9 am–5 pm ET
Phone: +1 951-633-7691
Email: info@eco-hearth.com