Shipping Information for Serenify Saunas
Shipping Location: Our warehouse is situated in Rosebery, NSW.
NSW and Interstate Deliveries: We handle deliveries within the Sydney area and use specialised freight companies to delivery to NSW regional areas interstate. (Melbourne, Queensland & Adelaide: 7-10 business days, Tasmania, Regional Victoria, South Australia, : Up to 14 days. Deliveries to Western Australia may take up to 21 days.)
Delays: Our international manufacturer may experience freight-related delays. Contact our customer service team for current production and shipping times on 0437 996 007 or by email on info@serenify.com.au
HOW TO RECEIVE YOUR ORDER
At Serenify Saunas we take pride in offering a seamless, enjoyable, and personalised purchasing experience for our customers. Our commitment to your complete satisfaction is unwavering, and while we aim to make you sweat in the sauna, we ensure your buying experience is as relaxed and enjoyable as possible.
However, we understand that not everything goes perfectly, and sometimes returns and refunds are necessary. To address these situations swiftly and efficiently, we have developed the following shipping and return policy.
VISIBLE EXTERNAL DAMAGE
If your package arrives with visible external damage, please note this on the receipt and request the carrier's driver to sign it. This documentation will be crucial for resolving any issues that may arise later.
CONCEALED DAMAGE
If you discover damage to one or more parts of the sauna after unpacking that was not visible at the time of delivery, this is considered concealed damage. In such cases, contact us immediately so we can address the issue. Sometimes, items inside the boxes get damaged due to rough handling, even if the outer packaging appears intact. If you need to file a claim, retain all original packaging and damaged items. Note that all concealed damage claims must be filed within 5 business days of delivery.
HOW TO RECEIVE YOUR SHIPMENT
Inspecting Boxes: Always inspect all boxes thoroughly before signing the delivery papers. Check for any signs of damage such as crushing, dents, perforations, or scratches. If you find any, make a detailed note on the Bill of Lading, specifying the nature and location of the damage.
Handling Suspected Internal Damage:
Internal damage can occur due to rough handling during transportation. If you suspect this, ask the driver to wait while you open the boxes and check for damage. If the driver refuses, note "possible hidden damage" on the Bill of Lading. Open the boxes as soon as possible, and definitely within 5 days of delivery, as claims cannot be filed after this period.
DECLINING SHIPMENT & CARRIER FEES
Should you opt to refuse delivery due to damage, we strongly advise contacting us directly before rejecting the shipment. Please call 0437 996 007
Our delivery services include lift-gate assistance and advance notification prior to arrival. However, if the carrier fails to establish contact to arrange delivery, storage fees may be imposed. In such instances, all fees will be transferred to the customer and charged to the provided credit card.
