Shipping & Freight Delivery Policy

1. Shipping Coverage & Free Freight Thresholds

Flame Mart delivers premium fireplaces, outdoor saunas, hot tubs, cold plunges, and outdoor living products across both Canada and the Continental United States.

2. Commercial vs. Residential Delivery Appointments

Freight carriers require specialized handling for home deliveries versus commercial facilities:

• Commercial Locations: Commercial delivery addresses must have a dedicated commercial loading dock or mechanical unloading equipment (such as a forklift) capable of receiving heavy palletized freight.
• Residential Deliveries: Delivery to private homes, acreages, cottages, or cabins requires dedicated freight appointment scheduling by the carrier. The following residential drop ship fees apply:
  • $320.00 Drop Ship Fee: For residential sauna deliveries. This covers the carrier scheduling a specific delivery appointment window with you directly by telephone.
  • $120.00 Drop Ship Fee: For residential outdoor furniture, outdoor showers, or Tiki Bar deliveries.

3. Crate Unloading & The 84-Inch Crate Rule

All Dundalk Leisurecraft saunas and timber collections are built with massive, premium cedar timbers packaged into large wooden crates. Per Leisurecraft's official shipping terms, the customer (consignee) is responsible for getting the crate off the delivery truck.

Customer Unloading Options:

1. Mechanical Equipment Rental (Forklift / Tractor / Skid Steer):
   Arrange for a forklift, tractor, or skid steer equipped with extended 60-inch to 72-inch forks to be on site during the delivery window to lift the crate from the trailer.
2. Local Freight Terminal Pickup:
   Instead of home delivery, have your crate held at the carrier's nearest freight service center terminal. The terminal staff will load the crate onto your open flatbed trailer or flatbed truck using their terminal forklift at no charge.
3. Tilt Tow Truck Service ($1,450.00 Item# TILTTOW):
   If you cannot arrange equipment or pick up at the terminal, Flame Mart and Leisurecraft can coordinate a local tilt-bed tow truck / flatbed carrier to transfer your crate from the terminal and slide it safely onto your driveway. This service is available for a flat cost of $1,450.00 added to your order.
4. Manual Hand-Unloading (Piece-by-Piece):
   Most freight drivers allow a 15 to 30 minute unloading window. With 2 to 3 able-bodied adults, you can cut the metal banding, remove the crate lid, and unload individual cedar staves, benches, and wall sections piece-by-piece from the truck bed (each piece weighs 15 to 40 lbs).

For step-by-step video instructions, checklists, and recommended tools, please visit our dedicated Sauna Delivery & Crate Unloading Guide.

4. Driveway & Roadway Access Verification

Freight is transported in full-size 53-foot commercial tractor-trailers or large straight trucks. It is the customer's sole responsibility to determine whether a large commercial truck can physically access their street and driveway, and safely turn around.

• Roadways must be paved or hard-packed, with adequate width and vertical clearance (free of low tree branches, power lines, and sharp hairpin switchbacks).
• If a delivery truck cannot access your residence due to terrain, narrow bridges, seasonal weight bans, ice, or dead-end cul-de-sacs, the driver will deliver to the nearest accessible public roadway point, or the crate must be retrieved from the carrier terminal.

5. Address Changes & Terminal Storage Charges

• Change of Delivery Address Prior to Factory Departure: If you need to update your shipping address before your order leaves the manufacturing plant, the change is processed Free of Charge.
• Change of Delivery Address After Factory Departure ($350.00 Item# ADDCHANGE): If an address modification or reconsignment is requested after the crate has left the factory, a mandatory $350.00 administrative reconsignment fee applies, in addition to any carrier re-routing freight variance.
• Carrier Storage Fees ($35.00/Day Minimum Item# STORAGE): Once your sauna arrives at the local freight terminal, the carrier will contact you to schedule your delivery appointment. If you fail to respond promptly, delay delivery, or need extended time to arrange unloading equipment, the freight carrier assesses storage fees starting at $35.00 per day. All accrued terminal storage fees will be billed to the customer.

6. In-Transit Damage & 30-Day Inspection Window

Dundalk Leisurecraft and The Bio Flame package all goods in heavy-duty industrial shipping containers. When your freight arrives:

1. Inspect Exterior Immediately: Check all sides of the crate or carton before signing the delivery receipt (Proof of Delivery / BOL).
2. Note Any Damage on the Bill of Lading: If there are visible punctures, crushed wood, broken banding, or scuffs, write "Damaged Crate - Subject to Internal Inspection" clearly on the driver's paperwork before signing.
3. Photograph Evidence: Take clear, well-lit photos of the crate, labels, and damaged areas while the driver is present or immediately after drop-off.
4. 30-Day Claim Window: Missing components or concealed shipping damage claims must be submitted to Flame Mart within 30 days of receipt of merchandise. Claims reported beyond 30 days cannot be honored under freight liability rules.

7. Cross-Border Clearance & US Customs

Dundalk Leisurecraft products are handcrafted in Melancthon, Ontario, Canada. For all United States orders, customs clearance, US import documentation, and cross-border brokerage are fully managed by the factory. US customers will experience seamless delivery with no surprise duties or import taxes at the curb.