At Castle & Cabana, we value long-term relationships over one-time transactions. Our shipping policy is designed to be transparent, predictable, and aligned with the premium manufacturer standards of the brands we proudly carry.
If you ever have questions before placing an order, we encourage you to contact us. We are here to help you make a confident and informed decision.
1. Order Processing & Confirmation
After placing your order:
- You will receive an Order Confirmation email.
- Your payment method will be pre-authorized.
- Most in-stock orders ship within 1–2 business days.
Estimated Transit Times:
- Standard delivery: 5–7 business days after shipment.
- LTL (freight) deliveries: typically 7–14 business days.
- Custom, made-to-order, or specialty products (including select appliances, sauna products, outdoor living items) may require extended lead times as noted on the product page or noted here in the policy.
Please note that delivery timelines are estimates and may vary due to carrier scheduling, location, or circumstances outside our control.
2. Shipping Methods & Delivery Options
Depending on the product and location, we offer:
Curbside Delivery (Standard for most large items)
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Delivery to the end of your driveway or curb.
Threshold Delivery
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Delivery to a sheltered area such as a garage or covered porch.
White Glove Delivery (Where Available)
- Delivery to the room of choice
- Minor assembly
- Removal of packaging materials. If already requested haul away of old item(s).
- Note: Saunas are not assembled as part of White Glove service.
Certain oversized or specialty items — including saunas, sauna heaters, steam generators, cold plunges, and select appliances — may incur additional freight charges. Any such charges will be disclosed on the product or this policy page.
3. LTL Freight Shipments (Large & Heavy Items)
Large items ship via Less-Than-Truckload (LTL) freight.
Important Requirements:
- The carrier will contact you to schedule a delivery appointment.
- An adult (18+) must be present to inspect and sign.
- Standard LTL service is curbside delivery unless upgraded.
Additional charges may apply for:
- Missed delivery appointments
- Rescheduled deliveries
- Refused shipments (unless due to documented damage)
- Address corrections after shipment
Refused shipments or cancellations after shipment fall under our Return Policy and may be subject to:
- 25%–35% restocking fee (brand dependent)
- Outbound and return shipping costs
4. Shipping Zones
Free Shipping Applies To On Certain brands (Thor, Summit, Swiss Madison, Empava):
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The 48 contiguous United States
Free Shipping Does Not Apply To:
- Alaska
- Hawaii
- Puerto Rico
- Guam
- Northern Mariana Islands
- U.S. Virgin Islands
- Nantucket
- Martha’s Vineyard
- Friday Harbor
- Orcas Island
- Other U.S. islands
Shipping is available within the United States and Canada only. International shipping outside these regions is not available. Other brands either have a standard flat rate added at the check or will be quoted post check out once quote is received from the shipping company. We ensure the choose the best suitable courier for your order.
We do not honor returns for shipments delivered outside our approved shipping range.
5. Address Accuracy & Adjustments
Customers are responsible for providing accurate shipping details.
- Incorrect shipping information may result in restocking or re-delivery charges.
- Address changes after an order has shipped may incur a $175 administrative fee.
- The fee may be higher for advanced-stage or LTL deliveries.
6. Delivery Inspection & Damage Claims
All products are inspected before leaving the warehouse and handed over to the freight / shipping company.
At Delivery:
- Inspect the shipment carefully before signing.
- Note visible damage on the Bill of Lading.
- If unsure, write: “Upon Final Inspection.” on the Bill of Ladding.
- Take clear photos and video of packaging and product.
Reporting Damage:
- Visible or concealed damage must be reported within 24 hours of delivery.
- Email sales@castleandcabana.com with:
- Order number
- SKU
- Photos and video
- Description of issue
Failure to properly follow above instructions, document damage or report within 24 hours may result in denial of the freight claim. Freight company will be liable for any damages claims. Upon pick up at the warehouse a sound, sealed and securely packaged unit is provided to them.
If confirmed:
- We will assist in arranging replacement or resolution.
- No restocking fees apply for verified shipping errors or manufacturer defects.
7. Cancellations After Shipment
Once an item has left the warehouse:
- The order falls under our Return Policy.
- Restocking fees (25%–35%) may apply.
- Outbound and return shipping costs may be non-refundable.
Custom and made-to-order products follow the cancellation terms outlined in our Refund & Return Policy.
8. Warranty & International Transport
Manufacturer warranties apply only to products used within the United States and, where applicable, Canada.
Shipping a product internationally or transporting it outside the U.S. after delivery will void the manufacturer warranty.
Please contact us before arranging international transport.
9. Freight Carrier Disclaimer
Freight carriers and delivery providers are independent third parties.
Castle & Cabana relies on established shipping partners to deliver products efficiently and cost-effectively. However:
- We do not assume responsibility or liability for harm, damage, delays, or loss caused by freight carriers once the product has been transferred to them.
- The freight carrier is responsible for transportation-related issues.
- We will actively liaise with the freight company on your behalf to coordinate delivery and assist in resolving verified shipping claims.
Proper inspection and timely reporting are required to preserve freight claims.
10. Authorized Reseller Disclaimer
As an authorized reseller, Castle & Cabana fulfills and delivers products on behalf of the manufacturer and suppliers and does not assume liability for their performance, use, or misuse, which remains the sole responsibility of the manufacturer.
11. Limitation of Liability
We are committed to assisting customers in resolving shipping or manufacturer-related issues promptly and professionally.
However:
- We are not legally responsible for damages caused by third-party carriers or manufacturers.
- Timely documentation and communication are required to preserve all claims.
12. Agreement
By using our website and placing an order, you acknowledge that you have read, understood, and agreed to these Shipping Terms and related policies.
If you do not agree with these terms, please refrain from using the site.
For any questions before placing your order, please contact sales@castleandcabana.com. We are here to ensure clarity and confidence in your purchase.