Peace of Mind for Your Sauna Purchase

At HQGENERATORS, we understand that waiting for your sauna delivery should be stress-free. That’s why we offer Shipping Protection—a hassle-free way to safeguard your order against loss or damage during transit. Instead of dealing with frustrating carrier claims, let us handle it for you!

For just 2.5% of your order value (capped at $74.25), we’ll ensure that if your package is lost or damaged, you’ll receive a replacement or store credit—fast and without the headaches of carrier disputes.

what’s considered a lost package?

• Marked as ‘delivered’ but not received – If the carrier marks your package as delivered, but it was sent to the wrong address.
• No tracking updates – If the tracking shows “in transit” with no movement for an extended period.
• Confirmed lost by carrier – If the shipping provider confirms that your package is lost.

what’s considered a damaged package?

• Physical damage – Your sauna or accessories arrive visibly damaged from transit.
• Missing items – The package was opened or tampered with, and part of your order is missing.

what’s not covered?

• Shipping delays – Unexpected delays due to carrier issues, weather, or peak seasons.
• Unfulfilled orders – Orders that have not yet shipped due to backorders or pre-orders.
• Incorrect shipping address – Packages lost due to an incorrect address provided at checkout.
• Theft after delivery – If your package was successfully delivered but later stolen.
• Customer-requested outdoor deliveries – If you request the package be left outside and it goes missing.
• Previously replaced orders – If a replacement was already issued, further claims must go through the carrier.
• Dissatisfaction with the product – Shipping protection does not cover returns or exchanges for personal preference.

how to submit a shipping protection claim

If your order was lost or damaged, please contact us at [email protected] within 48 hours of the delivery date. Our team will assist you within 1-2 business days.

include in your email:

• Subject: “Shipping Protection Claim – Order #[your order number]”
• Order number (from your confirmation email)
• Detailed description of the issue
• Photo evidence (if applicable)
• Any other relevant information

We will continue tracking your package. If it arrives after a claim is submitted, we will cover the return shipping.

what happens after you submit a claim?

• Investigation begins – Our team will review your case.
• Processing time – Claims typically take up to 7 business days for resolution.
• Final decision – If the claim is approved, we will send you a replacement or store credit.
• Denied claims – If the claim is denied, no further action can be taken.

terms & conditions

• Shipping protection is optional, but if you opt out, HQGENERATORS is not responsible for lost or damaged packages.
• Packages will not be reshipped or refunded without shipping protection.
• We reserve the right to classify delayed packages differently based on known shipping issues.
• We may deny claims if fraudulent activity is suspected.
• Shipping protection cannot be refunded once an order is shipped.

protect your order & shop with confidence

Ensure your sauna arrives safely and securely with HQGENERATORS shipping protection.