Shipping Policy

Order Confirmation:
Once your order is placed with us you will receive a notification and confirmation email with all your order details. If you receive your confirmation email that means our system has properly processed your purchase and has pre-authorized your credit card. We will then submit your order to our transit team to reach out to our supplier and/or warehouse manager to ensure that your item is still in stock for immediate packaging and shipping. If for some reason your item happens to be out of stock or on backorder, we will void the pre-authorization and reach out to you via e- mail.  If the item(s) for your order become available for shipping within 9 days, we will process the charges and submit the order for shipment.

Shipment process:
Upon receiving your order we will vary the stock level of your item and proceed with processing your card within 7 days from the date of your order. Once the tracking numbers are available we will issue those to you via email to the email you provided at the time of your purchase. If for some reason you do not receive the tracking information from our team within 8 days of your order, do not hesitate to reach out to us at support@wellnesslovesme.com

For Medical Breakthrough Products:

CURB SIDE DROP-OFF / WHITE GLOVE DELIVERY 

To save you as much money as possible, all chairs and saunas are delivered curb side unless you ordered white glove delivery. Each chair only takes about 30 minutes to setup and saunas take a few hours to install. We are not the freight company, we just make custom massage chairs and saunas. The freight company will call you a few days before delivery to schedule a date when you will be home. You should have someone there to help you bring your chair and sauna in. The driver is only suppose to drop it off in your garage or the curb. Your brand new massage chair and sauna is very easy to setup and will come with a video that walks you through the entire process. If you do not want to do any work, we can hire white glove delivery companies to come do all the work for you. White glove delivery companies charge $550 to set the chair up in any room or $650 to go up or down a flight of stairs and setup the chair. White glove delivery service for saunas is $1650 to setup sauna or $1850 to go up or down one flight of stairs. Each additional staircase is $200. You do not have to decide now. You can add white glove anytime you want. If you cannot find anyone to help you set up the chair or sauna, please call us and we will get the white glove guys to come do all the work for you.

For Sunray Sauna Products:

We ship our saunas directly from our warehouse to your door. There is no middle man, and no drop shipping. All units are brand new in the box. We ship anywhere in the USA within 8-10 business days for in stock models. Stock changes frequently so please contact us if you need a specific delivery date. In stock orders will be shipped within 1-2 business days. A tracking number for your order will be provided at the time of shipment. Your shipment will be delivered with a lift gate on board the delivery truck which will easily lower the shipping crate slowly and safely into your driveway.

Notify Prior to Delivery

We provide a notification service to each customer when the unit has left our ware house via phone and we will also contact you prior to the actual delivery in order to schedule the delivery window with you to ensure you are there when the shipment arrives. This ensures you are there to inspect the unit and to accept the delivery. The shipping company will not show up at your home unexpected.

Delivery Policy

When your sauna is delivered, the purchaser of the unit must be present for the delivery. The purchaser is required to inspect the packaging for damage, torn boxes, or holes in any of the packaging. Do not sign the delivery receipt until you are 100% sure that the product you received is in good condition. Damage that is noted will be covered by our warranty policy. Damages that are reported later with no exemptions on the delivery receipt will not be covered. The packages must be opened within 3 days of receiving them to ensure the product is in good condition. If damage is found internally with no damage to the outside of the box, call the shipping company and SunRay Saunas at 800. 976.5530 right away to report the issue. Any type of internal damage must be reported within 3 business days of delivery in order to be covered.

For Real Relax Products:

We deliver your chairs straight to your doorstep by local courier (like Dhl/FedEx/Ups-Truck), as long as someone is there to receive the delivery. For certain areas such as restricted zones, islands, CBD towers, no-lift areas, additional delivery charges may apply or only ship to your downstairs. Please check with us if you are unsure about the additional costs. Due to the big volume and weight some chairs are delivered in two or three boxes. One contains the main unit and one contains the armrests or footrests. Please contact us if you do not receive all boxes. Be aware that sometimes the boxes are delivered separately. If you have received only one box the second should arrive the following day. Accessories will be delivered together. Before shipping, we will do strict quality testing and careful packaging. The order processing time is usually within 2 business days. It is used for quality assurance of your order, packaging, printing of shipping labels and forwarding to our shipping company for shipping.During holidays, the order processing time is within 3 business days. Please note: total shipping time = preparation time + shipping time. The processing time may be delayed in case of epidemic situation.

shipping time: 3 days - 20 days (subject to actual logistics provider delivery)

Oversized cargo: Due to truck logistics issues, it sometimes takes 10 working days for the logistics provider to pick up the package, which will cause delays.

Damages:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) does arrive damaged, please send photos to returns@wellnesslovesme.com and we will process an insurance claim on your behalf.