Freight Shipping & Delivery

Freight Shipping & Delivery (Onyxeek Saunas + Ragnarok Plunge)

Some Burneek products ship via LTL freight (truck delivery). This is different from UPS/FedEx parcel shipping. Please read this page carefully—especially the inspection + BOL section—so your delivery is smooth and protected.

 

1. Freight delivery basics (how it works)

Freight delivery is appointment-based (100%). The carrier will contact you to schedule your delivery window. If they can’t reach you or you don’t schedule the appointment in time, delivery can be delayed and storage or re-delivery fees may apply. These fees are the customer’s responsibility.

Freight transit is typically slower than parcel. After pickup, deliveries may take about 7–15 days depending on distance and the carrier’s network.

When your BOL (Bill of Lading) is created, it means your sauna/plunge has passed final inspection, is perfectly packed on its pallet (or crate), and has been moved into the pickup zone of our warehouse—ready to go and waiting for the carrier truck to pick it up.

Sometimes the BOL can show “pending pickup” for a few days. This is normal in freight shipping. The carrier’s truck may be coming from far away depending on your destination. This does not mean your order is not ready—it is already packed, staged, and waiting for pickup. Freight works differently than UPS/FedEx because these are large, heavy palletized shipments that move through a different system.

Standard freight service is curbside delivery (end of driveway/curb). Carriers generally do not bring freight inside your home or backyard.

 

2. Pre-order shipping windows

When you place a pre-order for a Burneek Sauna / Cold Plunge, the estimated shipping window shown on the product page and/or at checkout is the expected timeframe based on current production planning.

Because Onyxeek Saunas / Cold Plunges are made-to-order and assigned to you in production (unless specified at the product page), there may be rare cases where the shipping window needs to be extended by 1 to 4 additional weeks. This can happen when additional build time is needed, or when we require extended quality verification and stress testing before approving the unit for shipment.

If an extension is needed, we will notify you in advance so you understand the updated expected ship window.

By placing a pre-order on Burneek.com, you acknowledge and accept that:

  • The displayed shipping estimate is a production-based timeframe and may be extended in rare cases by 1–4 weeks for quality and production reasons.

  • A shipping window extension due to production or quality verification is not a valid reason to cancel an order to avoid applicable cancellation/restocking terms.

  • We build and ship your unit as soon as it is approved for release under our quality standards.

Please note: Most saunas ship within the estimated shipping window displayed at the time of purchase. This policy exists to ensure we never rush a unit out before it meets our standards.

 

3. How your products ship (packaging)

Onyxeek saunas (1, 2, and 3-person) ship in 3 boxes.
Onyxeek sauna (4-person) ships in 4 boxes.
Ragnarok Plunge ships in 1 crate box.

 

4. Delivery day is everything (read this before the truck arrives)

Freight drivers do not wait while customers open boxes. You must do a visual exterior inspection before signing.

Step A — Inspect the outside of every box/crate before you sign
Look for visible damage: crushed corners, punctures/holes, tears, water damage, broken straps, crushed pallet, etc.
For Onyxeek, inspect all 3 boxes (or all 4 boxes for the 4-person).

Step B — If you see any damage, you must note it on the BOL before signing
Tell the driver you need to write the damage on the delivery paperwork (BOL / delivery receipt) before you sign.
Be specific (examples):
Box 2: crushed corner
Puncture on Box 1
Crate: dented / broken board
Pallet broken

If you sign the BOL without noting damage, the freight carrier can deny responsibility—and you may lose the ability to file a successful claim. If damage is not noted on the BOL, the carrier will not be responsible for broken parts or a damaged unit.

Step C — Take photos before the driver leaves
Take quick photos of:
All boxes/crate (all sides)
The pallet/crate base
Shipping labels
Any visible damage

 

5. After delivery: open + inspect within 3 days

Open and inspect all boxes/crate within 3 days of delivery (the sooner, the better).
If you find concealed damage (damage inside with little/no exterior damage), document it immediately with photos/video and contact us right away.
Keep all packaging (boxes, crate, straps, foam) until the claim is resolved.

 

6. If there is damage, here’s exactly what to do

Contact our team immediately at claims@burneek.com with:
Order number
Photos/video of:
The box/crate exterior (all sides)
The shipping label(s)
The damaged area(s)
The product damage after opening
A clear description of what happened

We will help you through the freight claim process.

 

7. Important notes about responsibility and claims

Freight carriers are independent third parties. Damage in transit is rare, but it can happen with large shipments.

We ship every unit properly packed and inspected from our warehouse. If a box is damaged during packing or final inspection, it is not shipped. Your shipment leaves our facility in undamaged condition, approved by our team, and staged in the pickup zone awaiting the carrier.

If damage occurs in transit, the ability to hold the carrier responsible depends heavily on what is written on the BOL at delivery. If damage is not noted on the BOL, the carrier may not be responsible for broken parts or a damaged unit.

claims@burneek.com