FAQ

We understand that circumstances may change. If you need to modify or cancel your order, please contact our customer support team as soon as possible. We will do our best to accommodate your request, but please note that orders are processed quickly to ensure prompt delivery. For full details on cancellations before shipment, please refer to our Cancellation Policy.

We accept major credit cards (Visa, MasterCard, American Express, Discover, Diners Club), debit cards, PayPal, Apple Pay, Google Pay, Amazon Pay, Shop Pay, Shop Pay Installments, Klarna, AfterPay, and TrueMed.

Additional wallet-based or device-specific payment methods (such as JCB, UnionPay, Samsung Pay, and Elo) may appear depending on your device, location, browser, or payment provider settings.

No, we pre-authorize your payment method to ensure funds are available. The charge will only occur once your order is processed.

Yes, Shop Pay Installments, Klarna and Afterpay are available as payment options for financing and installment plans. Additionally, we are actively working to expand our financing options to offer even more flexible payment solutions for our customers. Stay tuned for updates!

No, we do not store sensitive payment information, such as credit card numbers or expiration dates.

Yes, we offer free shipping on all orders to the United States. For Alaska and Hawaii, additional shipping costs may apply.

Our free standard shipping covers delivery to the address provided at checkout, with details depending on the size and type of item:

• Smaller items are typically shipped via standard parcel carriers (like UPS, FedEx, or USPS) and will be delivered to your door.
  
• Larger items that require LTL (Less Than Truckload) freight shipping—such as saunas, cold plunges, and other oversized products—will be delivered curbside. The freight carrier will drop the item at the curb outside your location but will not bring it inside or assist with placement. It is the customer’s responsibility to move the unit from the curb to its final location.
  

If you have specific delivery needs, feel free to contact us to explore available options.

No, we currently only ship within the United States.

Orders are processed within 1-2 business days. Standard shipping transit time is 5-10 business days, but custom or specialized saunas may require 2-4 weeks or longer before they are ready to ship.

Keeping track of your order is simple. Once your order ships, we’ll send a confirmation email with a tracking number within 24 hours of dispatch. You can use this number to monitor the status of your order.

Our return policy is designed to ensure customer satisfaction. We accept returns on most eligible items within 30 days of delivery. Returned items must be unopened, unused, and in their original condition to be eligible for a refund. For full details, please see our Return and Refund Policy available on our website.

Email us at sales@puresaunastore.com and include: 

1. Your order number
2. The reason you are requesting a refund
3. If there is damage, include clear images of it

If your return request is accepted, we will send you a Return Merchandise Authorization (RMA) number and instructions on how to and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Once your return is approved and the item is received and inspected, you will be automatically refunded on your original payment method. Refunds will be issued within 15 business days of approval.

You can email us anytime at sales@puresaunastore.com, and our team will assist you promptly.

Some of our products such as saunas require assembly, and detailed instructions are included in the packaging. If you need assistance or replacement instructions, please contact our customer support team.

Yes, installation services are available through our trusted partner, Pure Install. You can find more details about professional installation and assembly options for saunas, cold plunges, and other wellness equipment on this page: Installation Services.

 Regular Cleaning

• Wipe down benches, walls, and floors after each use.
• Use a mild, non-abrasive cleaner to remove sweat and bacteria.
• Leave the door open after sessions to ventilate moisture.

 Wood Care

• Exterior: Rinse with a hose; apply Livos stain to protect from weathering.
• Interior: Wipe with mild soap and water; clean windows with a glass cleaner.
• Lightly sand benches if rough; vacuum interior surfaces as needed.

 Heater Maintenance

• Wood-burning stoves: Remove ashes, check the chimney for soot buildup.
• Electric heaters: Vacuum dust and replace rocks annually for best airflow.

 Ventilation Check

• Ensure air vents (especially near the heater) are always clear.

 Wear & Tear Inspection

• Tighten any loose screws and check door hinges regularly.

 Winter Protection

• Remove snow/ice from the roof.
• Use a weatherproof cover if the sauna is unused for long periods.

Yes, all products purchased from our store include a manufacturer's warranty, as we are an authorized dealer for the brands we carry.

Warranty terms vary by manufacturer. You can find detailed warranty information in the product documentation, on the manufacturer’s official website, or by contacting us directly if you need assistance.

Product registration for warranty coverage is a straightforward process. Upon receiving your order, you will find detailed instructions on how to register your product.

Preheating can take 20 to 30 minutes, depending on the size of the sauna and ambient temperature.

Most users begin with shorter sessions, typically around 15–20 minutes, and gradually increase the duration over time based on comfort.

Many people use an infrared sauna one to two times per week, allowing time between sessions to cool down and recover. As your body becomes more accustomed to the heat, you can adjust the frequency and duration to what feels best for you.

If you begin to feel uncomfortable at any point, it’s best to step out and allow yourself time to cool down. Everyone’s tolerance differs, so listen to your body and take breaks as needed.

• Consider Your Personal Health: If you have any concerns about cold exposure or how your body may react, you may want to consult a healthcare professional before using a cold plunge.
• Start Gradually: Enter the cold water slowly and begin with short sessions, increasing the time only as you feel comfortable.
• Listen to Your Body: If you experience discomfort, trouble breathing, or feel that the cold is too intense, step out and warm up at your own pace.
• Avoid Alcohol: Using a cold plunge after consuming alcohol may affect how your body regulates temperature.
• Stay Hydrated: Drinking water before and after your session can help maintain overall hydration.
• Warm Up First: Light movement or stretching beforehand may help your body adjust to the temperature change.
• Focus on Breathing: Slow, steady breathing can make the transition into cold water easier and more comfortable.