Policies
Shipping & Delivery
Everything you need to know about getting your MyPureHeat order to your home.
Quick shipping guide
A short overview of the policy below. The full policy is the complete statement of terms.
Shipping areas
We currently ship to the continental United States. Alaska, Hawaii and international destinations may be quoted case by case. PO boxes cannot receive freight shipments.
Shipping costs
Shipping outside the continental U.S. is quoted case by case — contact us for a quote. Original outbound shipping is non-refundable unless a return results from our error or a defective product.
Delivery timelines
Orders are processed within 1–3 business days. Typical freight transit is 5–14 business days within the continental U.S.; parcel accessories usually arrive in 3–7 business days.
Large item delivery
Large items ship by freight carrier. The carrier calls to schedule a delivery appointment, and someone 18 or older must be present to receive and sign for the shipment.
Order tracking
You receive a confirmation email at checkout and a tracking notification once your order ships. If tracking has not arrived within five business days, contact us.
Damaged shipments
Inspect every shipment before signing, note damage on the delivery receipt, take photos, and report it to us within 48 hours.
Large product delivery — saunas, hot tubs & cold plunges
Saunas, hot tubs and cold plunges ship as freight rather than parcel. Delivery requirements vary by product and by carrier routing — check the individual product page for details specific to that item.
Released to freight
Large items are released to a freight carrier once payment clears and the shipping address is confirmed.
Appointment call
The freight carrier calls to schedule a delivery appointment before the shipment arrives.
Someone must sign
Someone 18 or older must be present to receive and sign for the shipment. PO boxes cannot receive freight.
For what happens after the truck arrives, see Delivery & Installation.
Tracking your order
Order confirmation
You receive a confirmation email at checkout with your order details.
Tracking notification
A tracking notification is emailed once your order ships.
No tracking yet?
If tracking has not arrived within five business days, contact us with your order number.
Damaged or missing shipments
Visible damage
Inspect every shipment before signing. Note the damage on the delivery receipt and take photos before the driver leaves.
Concealed damage
Damage found after unpacking must be photographed and reported to us within 48 hours of delivery so we can file a freight claim.
Missing items
Report missing items to us within 48 hours with your order number and photos. We arrange a replacement part or unit.
Full shipping policy
Typical freight transit is 5–14 business days within the continental U.S., depending on your location and carrier routing. Smaller accessories ship by parcel carrier and usually arrive in 3–7 business days.
The freight carrier calls to schedule a delivery appointment. Someone 18 or older must be present to receive and sign for the shipment.