Shipping Information
Once your order is placed, you will receive a confirmation email from our team. For any questions, please contact us by phone or text at 832-412-3224, or email support@infraradiant.com.
Processing Time
Most orders are processed within 1–3 business days.
Shipping Method
Smaller items are shipped via UPS, FedEx, or USPS. Larger equipment, including saunas, is delivered via LTL freight with curbside service. Our freight carrier will contact you directly to schedule a delivery appointment.
Transit Time
Most orders arrive within 10–14 business days after processing, depending on the size of the item and your location. Freight shipments may require additional time and are scheduled in advance with you.
Shipping Coverage
We currently ship throughout the continental United States. Complimentary shipping is available on orders over $799 (exclusions apply).
Returns
We want your experience with InfraRadiant to be seamless. If an item arrives damaged or defective, you may return it for a full refund within 30 days of the delivery date, provided it is unused and in its original condition and packaging.
Restocking Fee
Certain items are subject to a 15% restocking fee upon return. Selecting the “Free Return” option at checkout allows you to avoid this fee. Please note that the restocking fee does not cover return shipping costs.
Packages that arrive with the incorrect product or are damaged due to shipping are not subject to a restocking fee. If an error occurs on our end, we will resolve it promptly.
For any questions regarding a return, please contact us at 832-412-3224 or support@infraradiant.com.
Missing Parts
If your order arrives incomplete, please contact us immediately at 832-412-3224. We will arrange for the missing part(s) to be shipped to you as quickly as possible.
Return Shipping
InfraRadiant does not cover the cost of return shipping. Shipping fees are non-refundable and remain the responsibility of the customer, unless the return is due to an error on our part.
You may request a return shipping label for your order. Please note that the cost of the return label may be deducted from your refund.
How to Initiate a Return
To begin a return, please contact us at 832-412-3224 or email support@infraradiant.com. Include the following in your message:
- A copy of your receipt or proof of purchase
- The subject line: RETURN – ORDER # (include your order number)
- A clear explanation of the reason for the return
- Supporting evidence such as photos or videos, if applicable
Please contact us to file a return claim before sending any items back. This allows us to properly track and process your return.
All returns are handled through our warehouse. Items returned without a prior return claim cannot be verified and will not be eligible for a refund.
Incorrect Shipping Address
If you provided an incorrect or misspelled address, please reply to your order confirmation email with the corrected information and contact us immediately at 832-412-3224.
Address corrections must be submitted within 24 hours of placing your order, before the item ships.
Damaged Upon Arrival
We take care in preparing every order. In the event that an item arrives damaged due to shipping, please contact us with the following:
- Your order number
- Clear photos or a video of the damaged product
Once the issue is reviewed, we will arrange a free replacement. In some cases, a return shipping label may be provided for the damaged item. If a label is not provided, you may keep the item.
Please note: If a package arrives damaged, we will replace the order at no additional cost. If you decline the replacement, the transaction will be processed as a standard return and additional fees may apply.
Payment Options
We accept the following payment methods: Visa, Mastercard, American Express, Discover, PayPal, and Apple Pay.
If you have any questions regarding payment options, please contact us at support@infraradiant.com.
Exchanges
If you would like to exchange your order for a different model, please email us at support@infraradiant.com. We will provide a return shipping label, and the new product will typically ship within 1–2 business days after the return is processed.
Order Cancellations
You may cancel an order at no charge if the request is submitted within 24 hours of placing it and before the order has been processed.
To cancel, please email support@infraradiant.com with the subject line CANCEL and include your order number.
Once an order has been processed or shipped, it can no longer be cancelled. All cancellations are subject to a 3.5% credit card processing fee.
Refunds
Once your returned item arrives at our warehouse and has been inspected, your refund will typically be finalized within 1 business day.
Approved refunds are issued to the original payment method. Please allow 5–10 business days for the refund to appear in your account after it has been processed on our end.
Late or Missing Refunds
If your refund has not yet appeared, first check with your bank or payment provider, as processing times can vary. In most cases, refunds appear within 5–10 business days after we have issued them.
If you need assistance, we are happy to help guide you through the process.
Return Address:
8535 Cross Country Dr.
Humble, TX 77346
United States
STILL HAVE A QUESTION?
feel free to contact us at 832-412-3224