We want to make sure your shopping experience is as easy and enjoyable as possible. Our shipping policy is designed to reflect this. You'll find full details below. Please take some time to read through these so you have a clear understanding of the shipping process.
Order Confirmation
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase.
As soon as we receive your order, we automatically confirm with our suppliers that the item is in stock and available for immediate shipment. Most prefabricated saunas and other items will be available for shipment immediately while custom items will take longer. If your item is on backorder, we will contact you via e-mail and give you the option of waiting for it to come into stock or having the pre-authorization voided. In the unlikely event that your item is unavailable, we will let you know via e-mail and void the pre-authorization. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
Handling Time
We process orders during business hours Monday through Friday. It typically takes 48 to 72 hours to process and fulfill an order although occasionally it may take longer than this due to unusual circumstances.
Order Shipment
If your order is in stock and we process the charges to your credit card, the items will ship within five business days from the date of your order. We aim to ship your items as quickly as possible. As such, orders may ship sooner than expected and while we aim to ship multiple-item orders together, we may sometimes need to split shipments so you may receive multiple deliveries. Our items ship from supplier warehouses located strategically within the contiguous United States and Canada. Our carriers are chosen based on solid track records of prompt, efficient, courteous and damage-free delivery.
We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within 7 business days of your order, please contact us at salesteam@myperfectoasis.com or call us: (307) 216-3858. In an instance where you have placed a multiple-item order and we have had to ship items individually, you may receive multiple tracking numbers.
Where We Ship To
We do not ship to addresses outside the contiguous United States. We may be able to arrange for some items to be shipped to Hawaii, Puerto Rico or Alaska but this may incur extra cost. If you wish to have purchases shipped to any of these locations, please contact us at salesteam@myperfectoasis.com for a shipping quote before purchasing.
We may be able to arrange for some items to be shipped to other destinations worldwide at extra cost. If you wish to purchase items for shipping outside the contiguous United States, please contact us at salesteam@myperfectoasis.com for a shipping quote before purchasing.
We are unable to ship large or heavy items and some smaller items to APO or FPO addresses. If you would like an item shipped to an APO or FPO address, please contact us at salesteam@myperfectoasis.com before purchasing.
Shipping Options
For most items over 150 pounds, the standard delivery service is via freight. Most items under 150 pounds ship via parcel services like USPS, UPS Ground or FedEx.
Our standard curbside freight shipping is free for most orders within the contiguous United States. This option usually takes between 5-15 days to arrive with you, not including the time taken to process and fulfill the order. Other shipping options may be available depending on the type of item you have purchased. These may incur extra cost and may include;
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Threshold Shipping: This involves the item being brought onto your porch, or into a sheltered/garage area.
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White Glove Delivery - this includes the item being brought into your room of choice, any minor assembly, and all boxes and packaging removed from your house.
We do not offer assembly services for products supplied in kit form or which require any assembly after purchase.
For items shipped via freight, the shipping company will contact you to schedule the delivery time once the order is ready for delivery. Please provide a valid phone number during checkout to expedite this process. A valid phone number is required to schedule a delivery and failure to provide one at the time of order may lead to delivery delays and additional storage fees.
Standard curbside freight delivery includes liftgate service and curbside delivery. This means that the driver will remove the item from the truck but it will be your responsibility to move the item onto your property.
Delivery appointments for items delivered via freight are generally available Monday through Friday and usually have delivery window options of either 8am to 12pm or 12pm to 4pm. Exact delivery time cannot be scheduled. We recommend that customers ensure they are available on the phone number given at time of order until the item is delivered. Items are generally delivered via a liftgate truck with one delivery person and are placed curbside or in the customer's driveway at the discretion of the driver. We recommend that customers retain all packing materials including boxes, cushioning material and pallet, in case of a return.
Please note that once items have left the warehouse, we have no control over actual shipping times and delays and lost packages may occur. Any extra shipping or storage fees due to missed appointments, re-deliveries or the shipping company being unable to contact you due to your providing incorrect contact information or failing to provide contact information are your responsibility.
Damages and Issues
Freight deliveries will require a customer signature on delivery. Outer packaging should be inspected on arrival and before providing delivery signature. If there is any damage to the outer packaging, the contents should be inspected immediately with the driver present to assess for any damage. If contents are damaged, this should be indicated on the carrier's paperwork and you should notify us immediately at salesteam@myperfectoasis.com.
If the packaging damage is excessive, shipment should be refused and photos taken of the damage. The carrier paperwork should be signed as "Carton damaged & refused" and you should notify us immediately of this at salesteam@myperfectoasis.com.
If you are unable to inspect the contents immediately, you should note on the carrier's paperwork that the packaging is damaged and delivery is being accepted subject to inspection along with a description of the type of damage. Contents must then be inspected within 24 hours and any damage to them photographed and reported to the carrier. You should also inform us of this at salesteam@myperfectoasis.com.
If items are damaged, once the above steps have been followed as appropriate and we have been made aware of the situation, we will advise and assist with resolution. Resolution may include a replacement of damaged components, a replacement item or other course of action as deemed appropriate by ourselves dependent on the situation.
If items are cosmetically undamaged but are defective or missing parts or if you receive an incorrect item, please inform us at salesteam@myperfectoasis.com and we will facilitate replacement, refund, a warranty claim or another course of action as deemed appropriate by ourselves dependent on the situation.
If your item does not arrive at the arranged time/date, please contact us at salesteam@myperfectoasis.com. We will investigate the cause of the non-delivery and take appropriate action to remedy the situation. This may take the form of a redelivery, refund, partial refund or any other form of redress at our discretion.
For information on order cancellation and refunds, please refer to our Refunds & Returns policy.
Contact Us
If you have any questions regarding shipping, please contact us by email or telephone;
Phone number: (307) 216-3858
Email
salesteam@myperfectoasis.com
