Estimated Delivery Times
Please refer to the table below for estimated shipping times. Delivery times apply to city areas, while remote locations may require an additional 2-4 days.
*Metro deliveries will be coordinated by the Kylin delivery team, with the delivery date depending on the actual schedule, which may vary.
| Delivery Area | Estimated Time |
|---|---|
| Melbourne | 2-5 business days* |
| Sydney | 2-5 business days* |
| Adelaide | 2-5 business days |
| Brisbane | 3-6 business days* |
| Perth | 5-8 business days |
| Hobart | 6-9 business days |
| Darwin | 5-8 business days |
| Alice Springs | 4-7 business days |
| Cairns | 6-9 business days |
| Mackay | 5-8 business days |
| Townsville | 5-8 business days |
Common Questions about Shipping
1. How much is the shipping cost?
2. How will my sauna room be shipped?
3. Do you have installation service?
4. How long will it take to deliver?
5. What if I am not at home when delivering?
6. Do You Ship Internationally?
7. What if the sauna is damaged when I received it?
Returns & Exchanges policy
Please do not hesitate to contact us if, for some reason, you are not satisfied with our products, our experts will immediately solve your problem so that you can keep enjoying the sauna. We offer 30-days returns or exchanges policy for change of mind. If the model isn’t right for you or the size doesn’t fit for you or the space, you can return it at your own expense, as long as it’s unused and in new condition with the original packing materials. We will then issue a refund or offer an exchange. Any return or refund request should be within 30 days of the shipping date to get an approval authorization.
Returns
Keep in mind that the condition of the item sent back is important, please help to repack it carefully. If you return the item used, damaged, missing parts, or damaged during return shipping because it wasn’t packaged correctly, Kylin may deduct from the refund to cover the loss in the item’s value. Kylin may refuse to refund all or any portion of payment if buyer fails to fully comply with or violates the terms and conditions of this policy. All returns may be subject to a restocking fee of 20% of valued price. For exchanging item, you can make a separate purchase for the new item once the return is accepted.
Refunds
Once the item is delivered back to us, your refund should be processed within 2 business days after the inspection is approved. Your refund will be sent to your original payment method and funds are usually available within 3-5 business days.
Receiving items
When receiving your item, please check for any visible damage made during delivery not later than 2 days after the delivery. If there are any rare cases of defective items, please email photos and a detailed description of the circumstances of a defect. Our customer service representative will assist you at your earliest convenience.
Cancellation
If the order is cancelled before the sauna has been dispatched, all payments made will be refunded, though a cancellation fee may not be applied. However, if the cancellation occurs after the sauna has been shipped, the Buyer will be responsible for both the shipping charges to and from their location.
Exceptions / non-returnable items
Our warranty policy covers products purchased directly from Kylin or an authorized dealer. It does not extend to items that have been modified, altered, or repaired by unauthorized parties. Kylin is not liable for any incidental or consequential damages resulting from the use or misuse of our products.
We do not accept refunds or exchanges for indoor saunas damaged by weather, as they are not weatherproof and are meant to be used indoors or in covered outdoor areas, protected from the elements.