Shipping Policy
Welcome to Our Shipping Policy
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Thank you for choosing Idyllwild Collective. We are committed to ensuring that your shopping experience is seamless and enjoyable, from the moment you place your order to when it arrives at your doorstep. Below, you'll find all the information you need regarding our shipping policy for orders within Canada and the USA.
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Shipping Coverage
We ship to all provinces and territories across Canada. Whether you're in the bustling streets of Toronto, the scenic landscapes of the Yukon, or the coastal charm of Nova Scotia, we've got you covered.
We also ship to the USA; from the West Coast to the East.
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Order Processing Time
Once your order has been placed and your payment authorized, we will contact you with a shipping quote. Invoice is to be paid in full upon receipt within 48 hours. When your payment is received, you will receive an email confirming your order. Your order is now complete. Orders are processed within 1-2 business days.
Orders placed on weekends or holidays will be processed the next business day.
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Standard Shipping
Shipping times vary based on your location. Shipping rates are calculated based on the weight and dimensions of your purchased product(s), as well as the shipping destination.
Tracking Your Order
Once your order is shipped, you will receive a shipping confirmation email containing a tracking number. This number allows you to track your order. Please note that if you have any questions during this time, please contact us and we will be happy to assist.
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Delivery Instructions
If you have specific delivery instructions, please include them in the notes section at checkout. While we cannot guarantee that the carrier will follow these instructions, we will do our best to communicate your preferences.
Many of our larger items are shipped in a crate. Please see 'Customer Responsibilities' below for more information on preparing for your large item delivery.
Customer Responsibilities
1) Returning phone calls to the trucking company in a timely manner, to arrange delivery
2) Determining how large items (sauna, hot tub, cold tub) are going to be unloaded from the truck
a. Crates will vary from 3 feet long to 14 feet long
b. The crate’s weight will vary from 200 pounds to 1600 pounds, depending on the size of the item
3) Customer is responsible for unloading the box/crate from the truck and moving it to its destination
a. Suggested method for unloading the truck
i. Use a forklift or other mechanical piece of equipment
(when using a fork lift to pick up the crates, they must be picked up from the end of the crate and fork lift extensions are required.)
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Lost or Damaged Items
In the unfortunate event that your order is lost or arrives damaged, please take pictures of the damage and note the damage on the shipper’s Bill of Lading (BOL). Immediately, contact our team, so we can contact the shipper.
a. Mark the Bill of Lading (BOL) with “Crate arrived open/damaged- Possible Hidden Damage".
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Returns and Exchanges
For information on returns and exchanges, please refer to our Return Policy.
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Customer Service
Our customer service team is here to assist you with any questions or concerns regarding your order.
Contact us via email at idyllwildcollective@gmail.com
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Please note: Shipping policies are subject to change without prior notice.
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RETURN Policy
At Idyllwild Collective, we are committed to ensuring the satisfaction and safety of our products. Given the unique size and nature of our items, we are unable to accept returns or offer refunds.
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Damaged Items:
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We take utmost care in ensuring that your products reach you in perfect condition. However, should your order arrive damaged, please contact us immediately through email. We will guide you through the process of addressing the issue, and we'll work diligently to resolve it as swiftly as possible.
WARRANTY
Morsø Wood Stoves
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10 year guarantee on castings with regard to material and manufacturing defects.
5 year guarantee on sheet iron stoves with regard to material and manufacturing defects.
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The warranty period is calculated from the date of sale.
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The warranty does not cover:
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Wear parts, i.e. parts that wear out during normal use (e.g. smoke deflector plates, grates, refractory stones/plates as well as glass and sealing materials). The provisions of the Sales Act on liability for defects apply to these parts.
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In the event of lack of maintenance and breakage of the product's surface treatment, corrosion can occur. The warranty does not cover such occurrences. The provisions of the Sales Act on liability for defects also apply here.
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Damage caused by incorrect installation and use, including in relation to applicable public regulations and Morsø's assembly and firing instructions.
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Malfunctions caused by local conditions, draft problems or damage/faults to the chimney.
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Damage caused by overheating and firing with the wrong fuel.
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HUUM Sauna Heaters
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Consumer responsibility: Buyer is obligated to read user manual and follow instructions and requirements presented. Damage to the product caused by not following instructions and requirements will void warranty. If any defects are found on the product, where manufacturer can be blamed, then buyer has the right to demand fixing or replacing the product. Demands must be made not later than 5 years after buying the product. Purchase receipt needs to be presented when warranty demands are made.
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Warranty Terms: Warranty applies only to electric heaters that have been used according to the manual.
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Warranty does not cover:
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Heating elements. They are considered as consumable parts.
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Wear that occurs from natural usage.
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Defects or wear caused by planned use.
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Warranty does not imply when:
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Damage or defects are caused by transportation or other actions not controlled by manufacturer.
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Product has been damaged by carelessness or overload.
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Product not been installed correctly.
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Product has been modified in any way.
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Warranty period is over.
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If product is not complete, all demands shall be presented directly to:
Saunas / Hot Tubs / Cold Tubs
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Saunas - 3yrs
The Canadian Timber Collection saunas are warranted against defects in materials and workmanship under normal/residential use for a period of three (3) years, as applicable, from the date of receipt of the product. This warranty does not apply to normal wear and tear and/or natural weather conditions. This warranty does not cover regular required maintenance of the sauna, (eg. Tightening bands on the barrels, cleaning or staining the sauna) refer to your sauna assembly manual for maintenance guidelines.
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This warranty does not cover misuse or negligence and the manufacturer and associated retailers are not liable for any injury or damage caused by the product. This warranty is a parts only warranty and any service or labour costs would not be considered as part of the 3 year warranty.
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Hot Tubs - 5 yrs
The Dundalk Collection hot tubs are warranted against defects in materials and workmanship under normal/residential use for a period of five (5) years, as applicable, from the date of receipt of the product. This warranty does not apply to normal wear and tear and/or natural weather conditions. This warranty does not cover regular required maintenance of the sauna, (eg. cleaning or staining the sauna) refer to your sauna assembly manual for maintenance guidelines. This warranty does not cover misuse or negligence and the manufacturer and associated retailers are not liable for any injury or damage caused by the product. This warranty is a parts only warranty and any service or labour costs would not be considered as part of the 5 year warranty.
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This warranty does not cover burned or melted hot tub heaters do to starting the fire without water in the heater and hot tub, DO NOT light a fire in the heater until the heater and tub or both full with water.
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Baltic Cold Tub - 3 Yrs
The Baltic Cold Plunge Tubs are warranted against defects in materials and workmanship under normal/residential use for a period of three (3) years, as applicable, from the date of receipt of the product. This warranty does not apply to normal wear and tear and/or natural weather conditions. This warranty does not cover regular required maintenance of the sauna, (eg. cleaning or staining the sauna) refer to your sauna assembly manual for maintenance guidelines.
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This warranty does not cover misuse or negligence and the manufacturer and associated retailers are not liable for any injury or damage caused by the product. This warranty is a parts only warranty and any service or labour costs would not be considered as part of the 5 year warranty.
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Polar Plunge Cold TUB - 5 Yrs
The Polar Plunge Cold Tub is warranted against defects in materials and workmanship under normal/residential use for a period of five (5) years, as applicable, from the date of receipt of the product. This warranty does not apply to normal wear and tear and/or natural weather conditions. This warranty does not cover regular required maintenance of the sauna, (eg. cleaning or staining the sauna) refer to your sauna assembly manual for maintenance guidelines.
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This warranty does not cover misuse or negligence and the manufacturer and associated retailers are not liable for any injury or damage caused by the product. This warranty is a parts only warranty and any service or labour costs would not be considered as part of the 5 year warranty.