At CSB Stores LLC / Reform Recover ("we," "us," or "our"), we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, www.reformrecover.com

Shipping Destinations

Delivery Locations: We ship to the contiguous United States. Orders to Alaska and Hawaii may incur additional charges; contact us at support@reformrecover.com for a quote. International shipping is unavailable.

Future Expansion: We are continually working to expand our shipping destinations. Please check back regularly for updates.

Order Confirmation

Upon placing your order, you'll receive an order confirmation email, indicating that we’ve received your order and pre-authorized your credit card. We immediately contact our suppliers to verify item availability for quick shipment. If your item is out of stock or on backorder, we will void the pre-authorization and notify you via email. If the item is available for immediate shipment (within 5-7 business days), we will process the payment and proceed with shipping.

Tracking Your Order: Once your payment is processed, we’ll dispatch your items. We will send you tracking information within 24 hours of your order leaving the warehouse. As soon as your order ships, we'll send you the tracking details via email. For sauna orders, delivery is handled by a freight carrier. When your shipment is nearby, the driver will give you a call to coordinate a delivery date and time that works for both of you.

Follow-Up: If you haven’t received tracking information within 6 business days of your purchase, feel free to follow up with us at support@reformrecover.com

Reform Recover is not responsible for shipping delays caused by carriers or supply chain disruptions from manufacturers and distributors. Some equipment may require special ordering directly from the manufacturer or distributor, and while delays are rare, they can occasionally occur. If you have any issues getting your order delivered please do not hesitate to reach out to us.

Cancellations

Order cancellations and changes for Dundalk LeisureCraft must be made within 14 days of purchase. Cancellations after 14 days incur a $65 fee, and no cancellations are accepted within 7 days of the scheduled ship date. Order changes after 14 days are also subject to a $65 fee, and any address changes after shipping incur a $250 fee. Refusing delivery for reasons other than damage or shipping errors will incur a 15% restocking fee, along with any applicable shipping charges.

Upon Delivery

Inspect Your Items: Check for visible damage (e.g., dents, scratches) before accepting delivery. Note any issues on the delivery receipt. A clean receipt confirms the order was accepted in perfect condition, and damage claims may be affected if issues are not noted.

Verify Package Contents: Ensure all items are included. Report any discrepancies within 48 hours for prompt resolution.

Concealed Damage: If your item(s) arrive damaged, please email photos to support@reformrecover.com, and we will initiate an insurance claim on your behalf.

Returns & Refunds

Kindly note that return policies and fees are determined by the brands themselves, and we incur these charges as well.

Our goal is to ensure a smooth and transparent return experience across all the brands we carry. For Therabody products, customers have up to 30 days from the date of receipt to return eligible items purchased through our website. Returns must be in “like new” condition, with all original packaging and accessories. Please note, personalized items, refurbished devices, and products marked as final sale are not eligible for return. Products which are damaged or defective may be returned. Refunds are typically processed within 10–15 business days after the returned item is received and inspected. 

For Dundalk LeisureCraft products, please be aware that all sales are final due to the high cost of cross-border shipping. If anything is damaged during shipment, we will send out replacement wood/products. If a product must be returned to the factory and is approved, a 20% restocking fee will apply, and the customer is responsible for all return shipping costs. Returned items must be in their original packaging and condition. All returns are subject to inspection, and the final refund amount is determined by Dundalk LeisureCraft.

Initiating a Return

To initiate a return:

1. Contact Customer Service:

• Email us at support@reformrecover.com within 2 days of receiving your order.

• Provide your order number and a detailed reason for the return.

2. Return Authorization:

• After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a free standard prepaid shipping label.

  We will notify you via email regarding the approval or rejection of your refund. If your return is approved, your refund will be issued to the original form of payment (excluding shipping and handling fees, unless otherwise stated) in accordance with local laws. Please allow 1–2 billing cycles for the funds to appear, depending on your payment method and your financial institution’s processing times.

Key Takeaways

To ensure a smooth return process, please review the following:

• Repackaging: Return your item(s) in the original packaging, including all accessories and components. Include the Return Authorization Document inside the box.

• Shipping: Use the provided return shipping label and ship your package within 14 days of receiving it. If the label is not used within this timeframe, it will expire along with your return request.

• Return Window: All returns must be received within 30 days of delivery to be eligible for a refund. Only authorized returns will be accepted.

• Tracking: We recommend keeping your return tracking number for reference. We are not responsible for lost or misrouted return shipments.

• Processing Time: Once your return is marked as delivered, please allow 10–15 business days for processing. You’ll receive an email confirmation once your return has been reviewed.

• Refunds: Approved returns will be refunded to your original payment method (excluding shipping and handling fees, unless otherwise stated). Depending on your payment provider, refunds may take 1–2 billing cycles to appear.

• Inspection: All returned items are subject to inspection before refunds are issued.

   

Affirm Refunds & Returns

We've partnered with Affirm to provide qualified customers with flexible monthly payment options. If you return a product purchased with Affirm, any payments already made will be refunded directly through Affirm once your return is processed. No further payments will be required.

For assistance with your Affirm account or refund status, please contact Affirm Support.

Warranties 

Dundalk LeisureCraft Inc. offers a 3-year limited warranty on all saunas, and a 5-year limited warranty on cold plunge tubs in the Canadian Timber Collection. The warranty is covered against defects in materials and workmanship under normal residential use, starting from the date the product is received.

This warranty does not cover:

• Normal wear and tear or damage caused by natural weather conditions

• Regular maintenance (e.g., tightening barrel bands, cleaning, or staining the sauna)

• Misuse, negligence, or improper installation

• Any injuries or damage resulting from product use

Important: This is a parts-only warranty. Any service or labor costs are not included in the coverage. Please refer to your sauna assembly manual for proper care and maintenance guidelines.

Therabody products come with a limited warranty, which varies by product but generally covers defects in materials and workmanship under normal use for a period of 1 year from the date of purchase (unless otherwise specified for certain products).

This warranty does not apply to:

• Damage caused by misuse, abuse, or unauthorized modifications

• Normal wear and tear or cosmetic damage (e.g., scratches, dents)

• Products purchased from unauthorized resellers

• Refurbished or final sale items (unless otherwise stated)

To make a warranty claim, customers must provide proof of purchase and may be required to return the defective product. Therabody will repair or replace the product at its discretion. The warranty is only valid for the original purchaser and is non-transferable.

Limited Warranty Periods:

Devices - 1-Year Warranty
Attachments and Accessories – 90-Day Warranty*

*Please note that accessories include charging cables, removable components of the devices, adapters, carrying cases, and charging stands.

For returns or warranty claims, please contact us at support@reformrecover with your order number and details of the issue.

**Changes to This Shipping and Return Policy**

We reserve the right to modify this policy at any time. Changes and clarifications will take effect immediately upon posting on the website. We encourage you to review this policy periodically.

We appreciate your business and are committed to providing you with exceptional service. If you have questions, please contact our support team for assistance. We’re here to help!

Thank you for shopping with Reform Recover!