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

We provide professional delivery and installation across Australia, including Melbourne, Sydney, Brisbane, Gold Coast, Sunshine Coast, and Perth. Our trusted third-party partners also service Canberra and Adelaide.

Service Fees (Metro Areas)*:

  • Delivery: $100
  • Delivery + Installation: $350
  • For installations above or below ground level, an additional $80 per floor applies.
  • Packaging disposal is not included; this service can be added for $80.

For more information, please contact us at 1300 790 806.

FAQs

1. How much is the shipping cost?

We are glad to arrange delivery Australia-wide. We offer 3 delivery options for our customers including home delivery, nearest depot pick-up and own warehouse pick-up.

  • Home delivery: Shipping costs depend on the models and destination, you can always get the live quote from our website. We will provide a static quote for your reference.
  • Nearest depot pick-up: Lower shipping cost option. The sauna will be delivered to the nearest depot from your address, and you will have to pick it up from the depot by yourself.
  • Pickup from our warehouse: Free of charge option, our warehouse is located in Blackburn VIC and Hurstville NSW (limited stock).

Free pick-up address:

  • Unit 12, 11 Mary Street, Blackburn VIC 3130
  • 16 Commercial Drive, Lynbrook VIC 3975
  • Bassett Street, Hurstville NSW 2220 (Advance Booking Required)
  • 23 Hasp Street, Seventeen Mile Rocks QLD 4073
  • 11 Fairbrother Street, Belmont, WA 6173

The delivery quotes will be calculated on the cart or checkout page after entering your postcode and selecting the suburb. If you’re in other remote areas, please let us know your postcode and we will come up with the best delivery quotes for you.

2. How will my sauna room be shipped?

Your sauna is shipped flat packed on one pallet. Depending on the carrier’s allocation, parcels may arrive separately. Delivery is handled by a single driver, and assistance may be required for unloading in certain conditions. All deliveries are for ground floor only. Carriers do not deliver upstairs or through elevators.

  • Kylin Delivery Team (Melbourne and Sydney Metro): Our team will contact you to confirm the delivery date and time. Please let us know in advance if you need to reschedule. If no one is available at the scheduled time, the sauna may be left in a safe place.
  • Third Party Carrier (Other Areas):
    You will receive tracking details to monitor your delivery progress. Please note that some drivers do not make advance calls before arriving. To ensure a smooth delivery, we recommend having at least two adults on site to help unload the packages. If no one is available at the time of delivery, the carrier may leave the sauna in a safe location. Any additional costs, such as re-delivery fees, will be the responsibility of the customer.

3. How long will it take to deliver?

Due to the high volume of orders during the peak promotional period, please expect some delays in processing and shipping.

We will dispatch your sauna 1-3 days after receiving your order. Once your order has been dispatched from our warehouse, please allow delivery times based on your location.

  • Metro delivery: 2 – 5 business days
  • Regional delivery: 5 – 7 business days
  • Remote delivery: 7 – 12 business days

4. What if I am not at home when delivering?

All deliveries are made under the Authority to Leave option. If no one is on site to receive the shipment, it will be left only if a safe location is available. If a safe place cannot be found, the freight will be returned to the depot. You may also receive a “missed delivery” card. A re-delivery can then be arranged at the cost of $50. Please note that any additional freight charges, including re delivery fees, are the responsibility of the customer.

5. Do you ship internationally?

We only ship within Australia at the moment.

6. What if the sauna is damaged when I received it?

Please notify us of any damage to your sauna within two (2) business days of signing the proof of delivery. If we are not notified within this time frame, the owner will be responsible for the full cost of all replacement parts, including shipping and handling fees.

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.