How long does shipping take?

Note that some products are made to order and can take 2 weeks before it's shipped. Average shipping is between 10-20 business days. Expect a wait time of 4-5 weeks+ for products on back order. An email will be sent out after a product that may be on back order is purchased to confirm if the customer is comfortable with the wait time. Please contact customer support for specific product delivery times.

Once item is shipped, an email will be sent out to the customer with tracking information. If you have not received this email, the product has not yet shipped. It may be still in production or on back order.

How does the delivery process work?

All orders are processed within 1-2 business days. You'll receive an email with a tracking number once your order ships from the warehouse. It's important to make sure you're available when your package arrives. You'll be responsible to be present for the delivery. If you miss your delivery, you will need to reschedule a delivery date and time.

Once you received your package, it's important to inspect it before signing for it to identify any shipping damage. You'll need to contact us via email and have it returned to the manufacturer if so.

What is curbside delivery, and what should I expect?

Curbside delivery means your package will be dropped off at the curb. You will most likely need additional assistance to get the package inside your residence. Plan on asking a neighbor or friend for assistance. Most of the time assembly is quick and easy once it's in the location of choice. You'll be responsible for removing any packaging materials.

Return & Cancellation Policy

1. Order Cancellations

Because our large equipment is built-to-order, cancellations are extremely time-sensitive: 

• Cancellations: Orders can be cancelled within 24-72 hours after purchase is made and prior to shipping only.

• Returns: For damaged or defective or incorrect items, we accept return requests within 15 days of delivery.

• Within 24 Hours: Eligible for a full refund (minus credit card processing fees).
• After 24 Hours: Not all orders can be cancelled. If the product is already in production, a restocking fee of 5%–10% will apply based on the manufacturing stage.
• After 72 Hours: A 10% restocking fee applies to items held in inventory. Orders held in our warehouse at a customer's request will incur a $5 daily holding fee.
• After Shipment: We accept return requests for damaged, defective, or incorrect items within 15 days of delivery, else, all sales are final.

2. Eligibility & Non-Returnable Items

The following items are Final Sale and cannot be returned unless covered by a specific manufacturing warranty:

• All Large Equipment: Ex: Saunas, Fitness equipment, Reformers, Towers, Chairs, Cadillacs, and Ladder Barrels etc.
• Custom Orders: Any product with custom upholstery or specific equipment configurations.
• Non-Equipment: Springs, mat conversions, and wall mats.
• Sale Items & Media: All sale-priced items and opened DVDs.

3. Return Procedure

To qualify for a refund on returnable items, meaning products delivered damaged, defective or incorrect, you must initiate the process within the allowed 15 day return window by following the protocol below:

• Contact: Email info@wellnesshydro.com
• Mandatory Evidence: You must submit photos and videos of the product. Requests without visual media will be considered invalid.
• Condition: Items must be in their original retail packaging and "like-new" condition.

4. Resolution Pathways

Once your media is reviewed, Customer Support will determine the next step:

• Manufacturing Defects: Covered under warranty; eligible for return or repair.
• Shipping Damage: Covered by insurance; damaged components will be replaced. Please ensure you inspect your items immediately upon arrival, and note any issues with the product or packaging, and note any identified damages on the freight receipt before the driver leaves. If the packaging is damaged during freight - it is important and mandatory that the customer retains the damaged packaging (do not throw away) for the claims process. 
• Assembly Issues: If the issue is related to setup, we will provide a Service Technician free of charge to resolve it on-site.
• Return Window (Defects): We accept return requests for damaged, defective, or incorrect items within 15 days of the delivery date. 
• Refund Processing: Once your return is received and inspected, we will process your refund within 5 business days.

5. Shipping & Fees

• We Pays: If the item arrived damaged or the wrong product was sent.
• Customer Pays: For all other eligible returns, the customer is responsible for return shipping costs and any damage/loss during transit.
• Processing Fees: Eligible refunds may still be subject to credit card transaction processing fees.