Thank you for your purchase from DreamWellth. We want you to be completely satisfied with your purchase. Please review our policy below for information on returns, refunds, and exchanges.
DreamPod Shipping Information
DreamPod Shipping:
– Free shipping only applies to U.S. 48 contiguous states.
– We ship within 48 hours after receiving payment.
– Shipping Usually takes 5-8 days, depending on location.
– Outside the 48 contiguous states, shipment is case by case.
– Shipments are curbside. We may offer additional white glove service for large pods.
– We use ABF and UPS for shipping.
– All above is only valid for items that are in stock in our US warehouse.
DreamPod Warranty & Return:
– Please refer to our warranty policy as in our webpage – https://www.dream-pod.com/warranty-information/
DreamPod Return & Refund Policy:
– All return and refund customer communication will be handled by DreamWellth.
– The customer has a 30-day window from the date they received the item to return it for a refund.
– The item must be unused and in the same condition they received it, including the original packaging.
– They must include the receipt or proof of purchase with the return.
– Once we receive the item, we will inspect it and notify you of receipt. We will provide you with an update on the status of your refund after inspecting the item.
– If the return is approved, we will issue you a refund equal to the amount we received from you for this specific item, minus the shipping cost.
– The customer is responsible for covering the cost of shipping when returning the item. Shipping costs are nonrefundable.
– A restocking fee of 20% of the sales will be charged to the client to cover any expenses that cannot be recovered due to the return.
DreamPod Payment & Transfer Fees:
There is a 3.5% credit card charge on the invoice. Clients can pay via international bank transfer, and we would delete the 3.5% credit card charge. However, they will have to pay all charges incurred by both the remitting bank and the beneficiary bank, so that fees are received in full.
All Returns
- Timeframe: You have thirty (30) days from the date of purchase to initiate a return. After 30 days, we cannot offer a full refund or exchange.
- Condition: To be eligible for a return, your item must be in new and unused condition, and in the original packaging with all original tags and labels attached.
- Exclusions: The following items are non-returnable:
- Perishable goods such as food, flowers, newspapers, or magazines
- Hazardous materials, or flammable liquids or gases
- Gift cards
- Downloadable software products
- Products that are manufactured expressly for your order—those that are custom or built to order
- Sale items
- Proof of Purchase: To complete your return, we require a receipt or proof of purchase.
- Return Process:
- Email our customer service at support@dreamwellth.com to obtain a Return Merchandise Authorization (RMA) number and the return mailing address for your purchase.
- Securely package the item in its original packaging.
- Mail your return to the address provided.
- Return Shipping: You are responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We strongly recommend using a trackable shipping method and purchasing shipping insurance, as we do not guarantee that we will receive your returned item.
- Restocking Fee: A 20% restocking fee will be charged for all returns.
Refunds
- Process: Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow at least thirty (30) days from the receipt of your item to process your return or exchange.
- Partial Refunds: In certain situations, only partial refunds are granted, including:
- A book with obvious signs of use
- A CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged, or is missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
- Late or Missing Refunds: If you haven’t received a refund yet:
- Check your bank account again.
- Contact your credit card company; it may take some time before your refund is officially posted.
- Contact your bank; there is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund, please contact us at support@dreamwellth.com.
- Backordered Items:
- Backordered items are defined as ordered items that are not currently in stock and where you have agreed to wait the estimated lead time.
- All orders containing backordered items are subject to a 3% fee as we are charged a fee by our payment processor when backorders are cancelled.
- Please note: all lead times are estimates and subject to change at any time.
Exchanges
- Conditions: We only replace items if they are defective or damaged. If you need to exchange a defective or damaged item for the same item, send us an email at support@dreamwellth.com and send your item to the address listed above.
- Shipping Costs for Exchanges: You will be responsible for the cost of return shipping and the cost of shipping a new product in the case of an exchange.
Gifts
- If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
- If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be notified of your return.
Shipping and Delivery
Please carefully review our Shipping & Delivery Policy when purchasing our products, as this policy will apply to any order you place with us.
- Shipping Options: We offer various shipping options. In some cases, a third-party supplier may manage our inventory and will be responsible for shipping your products.
- Free Shipping: We offer free shipping on most orders. Exclusions may apply and may change over time. Contact us if you are unsure about whether shipping is included with your order.
- International Shipping: We do not offer international shipping. We only ship within the lower 48 states of the USA.
- Order Confirmation: As soon as you place your order, you will receive an order confirmation email.
- Shipment Timing: If your order is in stock and we process the charges to your credit card, it will ship within five (5) business days from the date of your order.
- Tracking Information: We will send you tracking information within 24 hours of your order leaving the warehouse to the email address you provided when checking out. If you do not receive tracking information from us within six (6) business days of your order, please contact us at support@dreamwellth.com.
- Inspection of Package: Inspect the package upon delivery, take pictures if there is any damage, and provide it to DreamWellth within 24 hours of the product being delivered.
- Shipping Disclaimer:
- Once orders have been placed, processed, and payment is approved, products ship via common carrier freight, UPS Ground, or FedEx Ground, unless otherwise specified.
- Your sauna usually ships in-stock products within 1-3 business days. Custom and special-order products typically have longer lead times.
- All products are assumed to be shipped FOB from origin, on behalf of the customer as a service to the customer. Material ownership takes place at the time of shipping.
- Shipping Notification:
- UPS and FedEx Ground deliveries do not require a signature at the time of delivery and will be left at the location if no person is present, unless otherwise requested.
- For sauna orders, we will email the contact person listed on the billing address of each order after the product ships. This email will contain shipping information, including the shipping or trucking company name, phone number, and shipment tracking number.
- Online orders with freight delivery that are marked as “Delivery to Residential” or “Non Loading Dock Business” will have a lift gate and delivery appointment added to the order. The trucking company will call to schedule a delivery time window. We also recommend customers call the trucking company to coordinate delivery and confirm the delivery the day of the appointment.
- Business deliveries with a loading dock and no need for a delivery appointment are asked to list the receiving party on the shipping address of the order and to contact the trucking company directly to coordinate delivery date and time as needed by the customer. The receiving party is required to meet the truck at the time of delivery to avoid re-delivery charges. It’s the responsibility of the receiving party to know when the truck is coming.
- For all business deliveries via freight truck, the trucking company will assume your business is open and staffed to receive deliveries Monday through Friday during normal business hours.
- For all delivery appointments, it is the sole responsibility of the customer to contact the trucking company and arrange a delivery appointment as needed.
- Delivery Timing:
- If you require products delivered by a certain date, please call Customer Service to verify product availability. Some products available for online order may not be in stock.
- All listed shipping times are estimates. Specific delivery dates and/or time frames cannot be guaranteed for any product or order. For orders with deadlines, please order well in advance.
- DreamWellth is not responsible for lost, misplaced, or delayed shipments or freight damaged by the freight carriers.
- Unloading Product: Business freight deliveries or freight deliveries without a lift gate are dock-to-dock, which means the receiving business party is required to remove the product from the truck via a loading dock or with a forklift. Truck drivers are not responsible for removing the product off the truck by hand.
- Inspecting for Damage:
- Please be sure to check all packages for any potential damage and/or shortage of product during transit. It is the sole responsibility of the receiving party to fully inspect the product at the time of delivery for any potential damage and/or shortage of product. DreamWellth is not responsible for damaged products due to shipping.
- We recommend removing any protective wrapping to fully inspect the product before the driver leaves. In addition, please count the product before signing the Delivery Receipt and note if there are any product shortages.
- Once the Delivery Receipt is signed with no exceptions noted, the trucking company has no further responsibilities and will not honor claims if the Delivery Receipt is not noted with the issue.
- What to Do If Product is Damaged:
- If the product is damaged in any way, do not refuse the product. It is best to receive the product, and a replacement product will be shipped to you.
- Refusing the product does not absolve the customer of re-delivery or return shipping costs or product restocking fees.
- If damage and/or shortage of product occurred during transit, any and all damage must be noted on the Delivery Receipt in detail and signed by the driver. A copy of the Delivery Receipt is required to be faxed, emailed, or mailed to DreamWellth in order for a damage claim to be filed with the trucking company on our customer’s behalf, in order for a replacement product to be sent to the customer.
- When possible, please photograph the damaged product on and off the truck for evidence that will assist with a product damage claim.
- Damaged product must be held in the customer’s possession for up to two months. The shipping company has the right to inspect and/or claim the product if a damage claim is filed and/or paid by them.
- DreamWellth can only make one delivery claim per shipment, which means all damage or delivery issues must be documented during the initial claim.
- Lift Gate and Inside Delivery Options:
- Lift gate delivery service is available at an additional cost over and above standard dock-to-dock business service. Lift gate service is required for all customers that do not have a loading dock or a forklift.
- If requested and paid for at the time of order, lift gate service will transfer the product off of the truck and onto the curb at the delivery site. This does not include any inside-of-home or garage delivery, or moving the freight pallet away from the curb.
- Additional Accessorial Charges: Any and all additional charges not previously paid or provided at the time of order, such as inside delivery, change of address, residential delivery, limited access, re-delivery, and storage fees, will be the sole responsibility of the customer unless stated in the customer order as part of the shipping costs pre-paid by the customer at the time of order.
- Limited Access Issues: It is the customer’s responsibility to notify DreamWellth at the time of order if your delivery location has potential limited access issues, such as a truck being unable to reach your location or turn around in your area. Accessorial services, such as lift gate, are not guaranteed. Any and all re-delivery charges incurred will be billed back to the customer if delivery is attempted and cannot be completed because of unknown limited access issues.
- Delivery Refusal: If the customer refuses delivery for reasons other than those agreed to in writing within the order document, the customer will be responsible for all initial shipping and re-delivery and/or return shipping charges in addition to product restocking fees when applicable. Freight deliveries are always curbside, even when a lift gate option is added to the order. Drivers are not obligated to deliver freight into driveways or garages. Inside delivery is not available unless otherwise specified at the time of ordering, in which case additional costs will be the customer’s responsibility.
- Lost Freight: If freight companies lose or misdirect freight by mistake, they will request up to 10 working days or more to locate the freight before the shipper is allowed to file freight loss claims. Replacement material can only be resent to customers if a freight loss claim is filed or new material is purchased.
Questions
If you have any questions concerning our return policy, shipping policy, or any other matter, please contact us at:
Phone: 570-779-9359
Email: support@dreamwellth.com
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