Order Handling & Delivery Information
Handling Time: Orders are processed within 2-4 days. Please allow extra time during peak promotional periods.
Shipping Estimates: Refer to the table for estimated shipping times. Delivery times apply to city areas, while remote locations may require an additional 2-5 days.
Metro Deliveries: Handled by the Kylin delivery team, with the delivery date depending on scheduling availability. Our team will contact you once the schedule is confirmed.
| Delivery Area | Estimated Time |
|---|---|
| Melbourne | 2-7 business days* |
| Sydney | 3-10 business days* |
| Adelaide | 3-10 business days |
| Brisbane | 3-10 business days* |
| Sunshine Coast | 4-10 business days* |
| Newcastle | 4-10 business days* |
| Perth | 7-15 business days |
| Hobart | 7-15 business days |
| Darwin | 7-15 business days |
| Alice Springs | 5-12 business days |
| Cairns | 5-12 business days |
| Mackay | 5-12 business days |
| Townsville | 5-12 business days |
Our Installation Service
Common Questions about Shipping
1. How much is the shipping cost?
2. How will my sauna room be shipped?
3. How long will it take to deliver?
4. What if I am not at home when delivering?
5. Do you ship internationally?
6. What if the sauna is damaged when I received it?
Returns & Exchanges policy
If you’re not completely satisfied with your purchase, please contact us and our team will be happy to assist you. We offer a 30-day return or exchange policy for change of mind. If the model or size doesn’t suit your needs or space, you may return it at your own expense, provided the item is unused, in new condition, and in its original packaging. All return or refund requests must be submitted within 30 days from the shipping date for approval.
Returns
Please ensure the item is carefully repacked before returning it. If the item is used, damaged, missing parts, or harmed during return shipping due to improper packaging, Kylin may deduct an amount from your refund to cover the loss in value. Kylin reserves the right to refuse a full or partial refund if the buyer fails to comply with this policy. All approved returns may incur a 20% restocking fee. For exchanges, you can place a new order once your return has been received and accepted.
Refunds
Once we receive your returned item, we’ll inspect it and process your refund within 2 business days of approval. The refund will be issued to your original payment method, and funds typically appear within 3–5 business days.
Receiving items
Please inspect your item upon delivery and report any visible damage within 2 days of receiving it. In the rare event of a defect, please email us with photos and a brief description of the issue. Our customer service team will review your case and assist you as soon as possible.
Cancellation
Orders cancelled before dispatch will be fully refunded with no cancellation fee. Once shipped, buyers are responsible for all shipping costs to and from their location.
Exceptions / non-returnable items
Kylin’s warranty covers products purchased directly from us or through our authorised dealers. It does not apply to any item that has been modified, altered, or repaired by unauthorised persons. Kylin is not responsible for any damage or loss resulting from improper use of the product. Please be aware that indoor saunas are designed for indoor or fully sheltered use only; damage caused by weather exposure is not covered and cannot be refunded or exchanged.
