We appreciate your business and will strive to do everything possible to make your purchase a pleasurable one.

Returns

Most items must be returned within 10 days of receipt for a refund, exchange or in-house credit (minus shipping and handling). The customer is responsible for shipping expense and ensuring that merchandise is in new condition, in the original packaging with all of the manufacturer’s information, unopened. Returns are only accepted from 0rders sent to the United States and Canada.

No returns for refunds or exchanges shall be granted after 10 days of receipt. A Return Merchandise Authorization number is required on all returns. To obtain a Return Merchandise Authorization number simply email info@nwimmersion.com with a full description and reason for return. You will be notified of your “RMA” number.

A restocking fee of at least 15% may apply on returned items at the sole discretion of NW Immersion Co. Further deductions will be made if goods returned are in a depreciated condition, damaged, or if re-crating or packaging is necessary.

The following items are non-returnable:

• Electrical parts
• Previously installed equipment
• Buckets and ladles
• Back and head rests
• Aromatherapy oils
• Towels

Once you have received a Return Merchandise Authorization (RMA) number from customer service, please ship items to the following address:

NW Immersion Co
5305 NE 121^st Ave Ste 511
Vancouver, WA 98682
Attn: Returns

*** NO REFUNDS OR RETURNS WILL BE GRANTED WITHOUT AN RMA NUMBER***
Refusals Delivered by UPS, USPS, FedEx, or RPS

If any item is refused for delivery by UPS, USPS, FedEx or RPS for reasons other than damage or our shipping error, the order will be subject to a 15% restocking fee plus any and all applicable shipping charges.

Refusals Delivered by Commercial Freight Companies

If you refuse an item that is delivered by a commercial freight company for any reason other than damaged merchandise or a shipping error by NW Immersion Co, the order will be subject to a 25% restocking fee plus any and all applicable shipping charges.

Cancellations

Orders for pre-cut sauna kits, pre-built sauna rooms & steam generators can only be cancelled within 24 hours of order and cannot be returned.

NW Immersion Co is not responsible for delayed shipment due to shipping companies or backlogged manufacturers and distributors.  Some equipment has to be special ordered directly from the manufacturer or distributor and delays (while seldom) can occur. If your non-custom order is delayed more than a reasonable amount of time we will be happy to refund your money if you choose.  Shipping charges are non-refundable.

Freight Policies & Damage

While we always expect that your order will arrive in the condition we ship and package it in, it is your responsibility to ensure the item has not been damaged by the carrier during shipping. Please check for any damage upon delivery and note any such damage and or shortages on delivery receipt BEFORE the driver leaves. If boxes are in bad shape and there is Obvious damage to the product- Please Refuse the Delivery and take photos. Damage must be reported within 3 days to the truckline, or a claim cannot be filed. Email info@nwimmersion.com immediately to notify if you have refused delivery and include photos. This will be forwarded to the Wholesaler who will work with you directly.

Pricing and Purchasing Disclaimer

All prices on this website are subject to change without notice. While we make every effort to provide you with the most accurate, up-to-date information, occasionally, items on our website mistakenly get mispriced. In the event a product is listed at an incorrect price due to typographical, photographic, or technical error or error in pricing information received from our suppliers, NW Immersion Co shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. If an item’s correct price is lower than our stated price, we will charge the lower amount and ship you the item. If an item’s correct price is higher than our stated price, we will cancel your order and notify you of the price error and order cancellation. You will, of course, have an opportunity to purchase the item at the correct price, if you wish.  We also reserve the right to cancel your order if we find that the item(s) that you have purchased are found to be unavailable.

Shipping Disclaimer

We reserve the right to substitute “like” shipping methods when we deem it’s necessary.

Warranties

Most of our products include limited warranties. These will be listed on the product page. Buyers are obligated to read the user manual and follow instructions and requirements presented. Damage to the product caused by not following instructions and requirements will void warranty. If any defects are found on the product, where manufacturer can be blamed, then buyer has the right to demand fixing or replacing the product. The purchase receipt needs to be presented when warranty demands are made. Contact NW Immersion Co and we will get you to the correct department.

Free Shipping Promotion

For product orders over $150, you can rely on our free standard shipping within the lower 48 states. NW Immersion Co strives to ship any in stock orders within a 2-5 business day period (aside from custom-built orders). However, we recommend you call us to confirm availability if you need any product in an expedited manner.

Exclusions:

1. Free Shipping applies to orders made at www.nwimmersion.com and shipped within the lower 48 states. Orders shipped to APOs, Alaska, Hawaii, Puerto Rico, and other U.S. territories are not eligible for Free Shipping. 
2. The $150 minimum purchase is calculated after all other discounts are applied. Fees relating to shipping and handling will not be included to meet the $150 minimum for Free Shipping.
3. Certain products shipping with a Freight carrier may advise additional surcharges to certain geographical areas. NW Immersion Co retains the right to cancel any order that does not meet the pre-determined shipping cost included in the cost of the product if this charge is not paid. Please contact us to have these charges quoted based on your area.
4. The Free Shipping promotion will not apply to any order where a cancellation or return brings the total amount of the purchase to less than $150. If this occurs, the standard shipping charge will then be applied to the order.
5. Orders that ship with the Free Shipping promotion will ship and deliver in the best way, determined by NW Immersion Co. If special requests or expedited shipping are needed, please contact us to determine the additional cost that may be associated with your order.

What is a Freight Delivery?

Freight is delivered by Common Carrier to you, the consignee, at your business or home. Freight charges are figured from dock to dock or in residential deliveries to a curbside. Deliveries are made by a single driver usually in a tractor pulling a 28′ trailer. If the tractor and trailer are not able to make it to your business or residence due to weight restrictions, low hanging trees, narrow driveways or any other reason that is not the fault of the truck line, it is the responsibility of the Consignee to make arrangements to receive the shipment at a location agreed upon by the truck line and the Consignee or to pick up the freight at the local terminal. It is required that an adult be on hand to sign the delivery receipt and note any exceptions as indicated below. Any additional services requested by the consignee at the time of delivery are the responsibility of the consignee and not NW Immersion Co. These additional services include but are not limited to: (1) Inside delivery, (2) lift gate delivery, unless purchased, (3) call before delivery, 24-hour notice, or appointments, and (4) Change of Delivery Address. It is the responsibility of the consignee to inform NW Immersion Co of any problems that might occur prior to delivery. Freight charges are only figured by zip code, and it is not possible for NW Immersion Co to anticipate delivery problems without the assistance of the consignee.

What do I do when the shipment arrives?

When receiving your shipment, it is important to do the following. Count all pieces of your freight. Even if your shipment arrives on a pallet there should be a piece count on the bill. Ensure that all pieces are accounted for. Check the shipment for any visible damage to containers. If the boxes are dented, crushed, scratched, punctured, or cut it is very important to mark this on the bill of lading. If there is a possibility of damage it may be necessary to open the box and mark the actual damage on the bill of lading. It is important to be specific. Boxes that have been dropped may not show obvious signs of external damage, so it is a good idea to check the heater and door boxes very carefully. You may want to open these boxes before the driver leaves to ensure that the contents do not have concealed damage. (It is the driver’s right to not allow any boxes to be opened prior to signing for and accepting the shipment). Any damage not noted or reported after signing may result in the inability to file a claim or have a replacement provided.

What do I do if my shipment arrives visibly damaged?

Any external evidence of loss or damage that occurred during transit is considered visible loss or damage and must be noted on the bill of lading and signed by the carrier’s agent (driver). Failure to adequately describe the visible loss or damage could result in the carrier delaying or refusing to honor the freight claim. If the shipment is damaged and unusable, it may be necessary to refuse part or all of the order. Call NW Immersion Co before refusing any shipment. Email info@nwimmersion.com immediately with pictures of damaged goods. We will forward to Wholesaler who will work with you directly. Do not attempt to return a damaged shipment (or any shipment) to NW Immersion Co without prior authorization.

What do I do if my shipment has internal damages the packing did not show?

Any damage that occurred during transit that was not visible at the time of delivery is considered concealed loss or damage. Due to rough handling in transit it is possible to damage the contents of a container without damaging the container. If such a situation occurs it is important to contact NW Immersion Co immediately for instructions as to how to handle the claim. If a claim is to be filed, it is important to save the container that the damaged merchandise arrived in. Take pictures of all damaged merchandise and shipping containers and email to info@nwimmersion.com so that we can forward to wholesaler who will work with you directly.