Shipping policy

Last updated: May 23, 2026

Overview

Stonehaven Recovery LLC ("Stonehaven," "we," "us") ships cold plunge tubs, infrared saunas, and recovery accessories to customers within the contiguous United States. Because most of our products are oversized and shipped via freight carrier, the terms below differ from standard parcel shipping policies. Please read this policy in full before placing your order.

Shipping

Where We Ship

We currently ship to the 48 contiguous United States. We do not currently ship to Alaska, Hawaii, U.S. territories, P.O. Boxes, APO/FPO addresses, or international destinations. If you need shipping to one of these locations, contact us at hello@stonehavenrecovery.com before ordering and we will let you know whether a special arrangement is possible.

Shipping Cost

Shipping is free on all orders within the contiguous United States, including freight delivery for oversized products. Some oversized orders to remote destinations may require additional handling fees. If this applies to your order, we will contact you with the additional cost before processing any payment, and you may cancel the order for a full refund.

Lead Times

Most products are made-to-order or shipped directly from manufacturer warehouses. Estimated lead times are:

  • Cold plunge tubs: 2–4 weeks from order date until shipment
  • Infrared saunas: 3–6 weeks from order date until shipment
  • Accessories: 1–2 weeks from order date until shipment

Once shipped, freight transit typically takes 5–10 business days. Total time from order to delivery is generally 3–8 weeks depending on the product. Specific lead times for each product are listed on the product page and may change based on manufacturer inventory.

Tracking

You will receive tracking information by email as soon as your order ships. For freight shipments, the carrier will contact you directly to schedule a delivery appointment. You must respond promptly to scheduling requests — failure to schedule within a reasonable timeframe may result in storage fees from the carrier, which would be passed through to you.

Delivery Method

Freight shipments arrive on a 53-foot semi-trailer truck. Delivery is curbside only. This means:

  • The driver will lower your shipment from the truck using a liftgate
  • Your shipment will be placed at the end of your driveway or the nearest accessible point
  • The driver is not responsible for moving the shipment into your home, garage, or backyard
  • You are responsible for arranging help to move the shipment to its final location

Some products may offer optional white-glove delivery (inside delivery, unpacking, and debris removal) for an additional fee. When available, this will be noted on the product page and offered at checkout.

Delivery Access

Before ordering, please verify that:

  • Your street can accommodate a 53-foot semi-trailer truck
  • There is a clear, level area at the curb or end of driveway for offloading
  • The shipment can be moved from the delivery point to its final location by you or your hired help

If the carrier cannot complete delivery due to access issues at your location, redelivery fees may apply, and these fees would be your responsibility.

Inspecting Your Shipment

This is the most important section of this policy. Please read carefully.

You must inspect every shipment before the driver leaves.

When the freight arrives:

  1. Examine the crate, box, or packaging for any visible damage — including dents, punctures, crushed corners, water stains, or evidence of mishandling
  2. If safe to do so, open the packaging and inspect the product itself
  3. If you see any damage, note it on the delivery receipt before signing. Write specifically what you observed (for example, "crate has 12-inch puncture on top," not just "damaged")
  4. Take clear photographs of the damage and the surrounding packaging
  5. Contact us at hello@stonehavenrecovery.com within 48 hours of delivery with the photos and damage notes

Do not sign for a shipment as "received in good condition" without inspecting it first. Signing without notation significantly limits the manufacturer's freight claim process and may affect your ability to receive a free replacement or repair. If you signed without inspecting and later discover damage, we will still do our best to help, but resolution is not guaranteed.

If the damage is severe enough that the product is unusable, you may refuse the shipment entirely. Note the refusal reason on the receipt and contact us immediately.

Returns

Return Window

We accept returns within 30 days of delivery for most products. If you are not satisfied with your purchase, contact us at hello@stonehavenrecovery.com within 30 days of the date your order was delivered to initiate a return.

Return Eligibility

To be eligible for return, products must be:

  • Unused, in original condition, and with all original packaging and accessories
  • Free of damage, dirt, or wear beyond normal inspection handling
  • Accompanied by proof of purchase (order number)

Some products may not be eligible for return due to size, customization, or manufacturer policies. Any non-returnable products will be clearly marked as such on the product page before purchase.

Return Shipping

For freight items (cold plunges and saunas):

  • You are responsible for return shipping costs, which typically range from $300 to $800 depending on size and destination
  • Items must be repackaged in original packaging or equivalent freight-ready packaging
  • We will help arrange return freight pickup at your location
  • Return shipping costs will be deducted from your refund

For accessories shipped via standard parcel:

  • Return shipping is your responsibility unless the return is due to our error or a defective product

Restocking Fees

Some products may carry a restocking fee of 10–25% imposed by the manufacturer. When a restocking fee applies, it will be clearly disclosed on the product page and at checkout before you complete your purchase. Restocking fees are deducted from your refund along with return shipping costs.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be issued to the original payment method within 5–10 business days. Depending on your bank, refunds may take additional time to appear on your statement.

Non-Returnable Situations

We cannot accept returns or issue refunds for:

  • Products returned more than 30 days after delivery
  • Products with damage caused by misuse, improper installation, or normal wear
  • Products that have been used beyond reasonable inspection
  • Products returned without prior authorization from Stonehaven
  • Products with missing original packaging, accessories, or documentation

Damaged or Defective Products

If your product arrives damaged or is defective on arrival:

  1. Contact us within 48 hours of delivery at hello@stonehavenrecovery.com
  2. Include your order number, photographs of the damage, and a description of the issue
  3. We will work directly with the manufacturer to arrange a repair, replacement, or full refund at no cost to you

Damage discovered more than 48 hours after delivery may still be eligible for resolution under manufacturer warranty terms — see the product page for specific warranty information.

Cancellations

You may cancel an order for a full refund at any time before it ships. Once the order has shipped, the standard return policy above applies. Some made-to-order products may be subject to cancellation fees if cancellation occurs after production has begun — when applicable, this will be noted on the product page.

Lost or Stolen Packages

For freight deliveries, the carrier requires a signature, which significantly reduces the risk of lost shipments. If your freight shipment is marked as delivered but you have not received it, contact us immediately and we will work with the carrier to locate it.

For accessory shipments delivered via standard parcel, if a package is marked as delivered but not received, we recommend checking with neighbors and your local carrier first. If the package cannot be located, contact us within 7 days of the marked delivery date and we will assist with a carrier investigation.

Contact

Questions about this policy? Email us at hello@stonehavenrecovery.com or use our contact form. We respond within one business day, Monday through Friday, 9am–6pm Eastern.

Stonehaven Recovery LLC, 861 65th St S, St. Petersburg, FL 33707