Shipping & Return Policies
1) Free shipping is available for Zen Bathworks brand wooden Ofuro soaking tubs and Cedar Hot Tubs sent to all US States and Canada.
2) Non-wooden products ship for free to the contiguous 48 United States and Canada.
3) Small accessory items ordered with tubs or showers may ship for free if they can be packaged with the larger item. If ordered/shipped separately, extra shipping charges will apply.
4) Shipping will be by common LTL carrier with liftgate service for addresses without loading docks and/or forklifts (please let us know if you have a loading dock and/or a forklift available for unloading the crate(s)). In some locations liftgate and/or curbside delivery is unavailable. In those instances, shipments are delivered to terminal only for will-call pickup by you, the customer or your representative.
5) Shipping to international (excluding Canada) and US Territory destinations, is NOT free. Very roughly you can expect about $400 to $1500 extra shipping charge (NOT including customs and duties fees). We do NOT guarantee shipping to all international destinations. Availability and exact rates of extra charges are quoted upon request. Please contact us.
6) We reserve the right to add shipping charges for remote or difficult to reach locations.
7) Receipt of damaged wooden tubs should be reported to Zen Bathworks immediately upon receipt but no later than 4 days from delivery.
8) Receipt of damaged non-wooden products, including acrylic tubs, sinks, showers, toilets, and fill fixtures must be reported to Zen Bathworks immediately (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.
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.