Shipping PolicyUpdated 2 hours ago
Where we ship
We deliver to Australia, New Zealand, the United Kingdom and the United States. Each order ships from the warehouse closest to you:
| Region | Ships from |
|---|---|
| Australia & New Zealand | Sydney, Australia |
| United Kingdom | Essex, United Kingdom |
| United States | Salt Lake City, Utah |
We don’t ship outside these regions through our standard checkout. Kia Ora! For our New Zealand customers, we ship the Ultra X2 chillers from Auckland directly.
Dispatch times
- Parcel items (portable cold plunges, SaunaPods, most chillers, accessories): dispatched within 1–2 business days.
- Freight items (Cedar Tubs, Acrylic Tubs, XEN Saunas and some chillers): dispatched within 3–5 business days.
- Made-to-order and backordered items: see the estimated dispatch date on the product page, and our Backorder Terms.
Business days are Monday to Friday, excluding public holidays in the country we ship from.
Delivery timeframes (after dispatch)
These timeframes are a guide only. Please note that back order status, seasonal and promotional periods may affect your order being received. We will always communicate transparently if there are delays.
Parcel delivery
Portable cold plunges, SaunaPods, most chillers and accessories. Delivered to your door, no signature needed.
| Region | Delivery area | Dispatch | Transit | Total (order to door) |
|---|---|---|---|---|
| Australia | Same state, standard | 1–2 days | 2–3 days | 3–5 days |
| Australia | Interstate, standard | 1–2 days | 3–6 days | 4–8 days |
| Australia | Same state, express | 1–2 days | 1–2 days | 2–4 days |
| Australia | Interstate, express | 1–2 days | 1–3 days | 2–5 days |
| Australia | Regional & remote | 1–2 days | 7–10 days | 8–12 days |
| New Zealand | All areas | 1–2 days | 4–7 days | 5–9 days |
| New Zealand | Ultra X2 chiller (ships from Auckland) | 1–2 days | 2–5 days | 3–7 days |
| United Kingdom | Major cities | 1–2 days | 1–3 days | 2–5 days |
| United Kingdom | Remote & rural | 1–2 days | 3–5 days | 4–7 days |
| United Kingdom | Northern Ireland | 1–2 days | 3–5 days | 4–7 days |
| United States | Continental US | 1–2 days | 1–4 days | 2–6 days |
| United States | Regional, remote, Hawaii & Alaska | 1–2 days | 5–8 days | 6–10 days |
Freight delivery
Cedar Tubs, Acrylic Tubs, XEN Saunas and some chillers. Kerbside delivery, booked with the carrier; an adult must sign.
| Region | Delivery area | Dispatch | Transit | Total (order to door) |
|---|---|---|---|---|
| Australia | Metro | 3–5 days | 3–7 days | 6–12 days |
| Australia | Regional | 3–5 days | 7–14 days | 10–19 days |
| Australia | Remote | 3–5 days | 10–20 days | 13–25 days |
| United Kingdom | All areas | 3–5 days | 3–7 days | 6–12 days |
| United States | Continental US | 3–5 days | 3–5 days | 6–10 days |
| United States | Regional, remote & Alaska | 3–5 days | 5–8 days | 8–13 days |
Tracking
We email your tracking link when your order leaves the warehouse. Allow 24–48 hours for it to activate. If you have more than one item, they may arrive in separate shipments, each with its own tracking. There’s no extra cost for split shipments. Can’t find the email? Check your spam folder, then contact us and we’ll resend it.
Parcel delivery
Parcels don’t need a signature. If you’re not home, the carrier may leave your parcel in a safe place or leave a card for collection. If your tracking says delivered but you can’t find it, check around your property and with neighbours, then contact us. We’ll investigate with the carrier.
Freight delivery
Freight orders are delivered to the kerbside or the ground-floor entry point of your property.
- Booking: the carrier will contact you (usually by phone) to book a delivery window, typically 4 hours. Keep the phone number on your order up to date.
- Someone must be there: an adult must be present to sign for the delivery.
- Access: carriers use large trucks. Make sure your street or driveway can take a full-size truck and that there are no low-clearance obstacles. If access is a concern, contact us before you order.
- What’s not included: carrying items up driveways or stairs, through narrow spaces, unpacking, placement or assembly. For that, see White Glove Delivery below.
Inspect before you sign. This is the most important step with freight. Check the packaging for dents, punctures, crushed corners or broken crating. If you see damage, write it on the delivery receipt before signing (for example, “crate damaged on left side”) and take a photo. You don’t need to refuse the delivery. Noting the damage protects your claim. Don’t sign “received in good condition” if you haven’t checked.
White Glove Delivery
| XEN Infrared Sauna | ||
|---|---|---|
| Region | Service | Price |
| Australia | Delivered to your room of choice | $350 AUD |
| United States | Delivered to your room of choice | $500 USD |
| United States | Delivered, unpacked, assembled and placed; packaging removed | $750 USD |
| Cedar Cold Plunge | ||
|---|---|---|
| Region | Service | Price |
| Australia | TBC | TBC |
| United States | TBC | TBC |
| United States | TBC | TBC |
Choose White Glove at checkout, or contact us before dispatch to add it. It may add 3–7 business days to delivery. This service isn’t available in Hawaii.
Delivery fees and surcharges
- Destination surcharges: some regional, rural and remote postcodes and ZIP codes cost more for our carriers to reach. Any surcharge is calculated automatically and shown at checkout before you pay. We will never add a surcharge after your order is placed. This does not include holding surcharges.
- Missed appointments: if a freight delivery is missed, the carrier may charge redelivery or storage fees. You’re responsible for these unless the missed delivery was our or the carrier’s fault. Storage fees can start from $63/day.
- Holding surcharges: if you ask us to delay or hold a delivery after your order has been dispatched, the carrier will charge storage and handling. We’ll tell you the exact amount and email an invoice before anything happens. If it isn’t paid within 5 business days, the order will be returned to us, and we’ll contact you about next steps. To avoid this, tell us about any availability limits before dispatch. We’ll schedule around you at no cost.
- Redirections: we can only guarantee address changes before dispatch. After dispatch, we’ll try to arrange a redirection with the carrier, but it isn’t always possible. Any carrier redirection fee is yours to pay.
Duties and taxes
Prices for AU, UK and US orders shipped within their own region include all applicable taxes. For New Zealand orders, import duties or taxes may apply. These aren’t included at checkout and are your responsibility. We have to declare the full value of every shipment and can’t mark orders as gifts.
Late, lost or damaged deliveries
- Running late: let the full delivery timeframe pass, then contact us with your order number. We’ll chase the carrier for you. If a delivery is significantly delayed beyond what we told you, let us know. You may be entitled to cancel for a full refund.
- Lost in transit: if the carrier confirms your order is lost, we’ll send a replacement. Investigations can take time, so we encourage you to wait for the conclusion of the investigations before taking any next steps.
- Damaged on arrival: contact us as soon as possible, ideally within 48 hours. Send your order number and photos of the packaging, the shipping label and the damage. Reporting quickly helps us claim from the carrier, but your consumer rights don’t depend on it. Keep all packaging until we’ve finished assessing the claim. See Damaged, Faulty or Missing on Arrival.