Shipping & Return Policies
Free shipping offer on tubs (some restrictions apply):
1) Free shipping is available for Zen ofuro bathtubs sent to all US States and Canada except Hawaii. Wooden tub shipments to Hawaii are delivered to terminal only and will have a small shipping fee based on the size. Hot Tubs ship free to US 48 States, a small shipping fee may be added for shipments to Canada, Alaska, or Hawaii - call for a quote.
2) Non-wooden tubs ship for free to continental US 48 States and Canada. Showers and some sinks should qualify for free shipping as well to most US and Canadian addresses. Saunas ship free to US continental 48 States.
3) Small items ordered with tubs or showers may ship for free if they can be packaged with the larger item.
4) Shipping will be by common carrier with lift-gate service for residential or commercial addresses (please let us know if lift gate is required at a commercial address). Residential delivery by common carrier is curb side delivery.
5) Free shipping may not be combined with other discounts or sales.
6) International shipping is not free. Rates will be quoted upon request. Please contact us.
7) We reserve the right to add shipping charges for remote or difficult to reach locations.
8) Receipt of damaged wooden tubs - hot tubs or ofuros - should be reported to Zen Bathworks immediately upon receipt but no later than 4 days from delivery.
9) Receipt of damaged Neptune products, including acrylic tubs, sinks, showers, toilets, and fill fixtures must be reported to Zen Bathworks immediately upon delivery - same day of delivery.
In all cases, your order will be professionally packed and/or crated for safe transport. The crates shown below are examples of how we prepare our wooden tubs for shipment.
We can ship to virtually anywhere in the world. Note that there may be restrictions on some products, and some products cannot be shipped outside the USA.
1) Incorrect or wrong product shipped: We will replace with correct item as quickly as possible. Incorrect item will be shipped back at our expense or may remain with customer at our discretion.
2) Used products are not returnable due to health regulations. This includes but is not limited to all tubs, custom made products, baths, sinks, hot tubs, showers, faucets, saunas and related equipment. For service, repair or warranty information, contact us.
3) Customer change of mind and customer ordering mistakes: Returns due to customer change of mind can be returned within 30 days if items are unused and in original packaging. Returns of this nature will be charged return shipping costs and a restocking fee of up to 25%. Refunds are contingent upon the product being returned without damage and all products are subject to inspection prior to a refund being issued.
4) Customized or custom-built products are not returnable or refundable once materials are sourced and/or work has begun.
5) Vinyl Hot Tub Covers, Neptune bathtubs, whirlpool tubs, and systems tubs are non refundable and non returnable.
6) Gift Certificates may not be redeemed or returned for cash value. Upon expiration of the Gift Certificate, any unused value remaining on the Gift Certificate is forfeited.
You should expect to receive your refund within 8 weeks of giving your package to the return shipper. This includes the transit time for us to receive your return from the shipper (5 to 30 business days), the time it takes us to process and inspect your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
To request to return an item, please contact us directly.