Recovery Warehouse HQ · Returns

Official Return & Refund Policy

Policy Parameter	Standard Parcel	Heavy LTL Freight
Return window	Final sale on accessories	Final sale upon dispatch
Change of mind	Not eligible	Not eligible once dispatched
Damage reporting	48 hours from delivery	48 hours from delivery
Missing components	30 days from receipt	30 days from receipt
Manufacturer defect	30 days from receipt	30 days from receipt
Restocking fee	None — final sale	N/A — non-returnable
Return shipping	Customer pays	Covered where a verified claim is approved

At Recovery Warehouse HQ, we stand behind the quality of our recovery gear, saunas and cold plunge systems. Because our catalogue ranges from small accessories to heavy-duty, custom-manufactured outdoor structures, return procedures vary by product classification.

By purchasing from recoverywarehousehq.com, you agree to the terms outlined in this Return & Refund Policy.

A. Standard Parcel Items

For accessories, wraps, maintenance kits, sauna oils, covers, step sets, heaters, lighting and small gear.

These items are final sale. We do not accept change-of-mind returns on parcel items. Every product in this category is ordered specifically to fulfil your purchase, and we are not able to return stock to our suppliers once it has shipped to you.

This is not a limitation we take lightly — it exists because of how our supply relationships work. If you are unsure whether an accessory is right for your setup, contact us before ordering and we will help you get it right the first time.

B. Heavy LTL Freight & Custom Build Equipment

For saunas, cold plunges, hot tubs and chillers.

Final sale upon dispatch. Due to heavy freight carrier logistics, custom wood manufacturing and crate sizes up to 14 feet long and 1,600 lbs, all LTL freight orders and outdoor saunas are non-returnable once dispatched from the facility.

Replacements for freight units are available only in cases of verified manufacturer defect or shipping damage reported in accordance with Section 3 and are provided at the manufacturer's discretion as set out in Section 5.

C. Drop-Shipped Items

Certain products in our catalogue are fulfilled directly by our supply partners rather than from our own facility. These follow the individual product page's stated terms, and the supplying partner's own return conditions apply. Where a product page states no separate terms, the standard parcel rules in Section 2A apply.

If your shipment arrives damaged, defective or with components missing, follow the reporting procedure below. Reporting inside the stated window is what preserves your claim.

Claim Windows — Two Different Clocks

Claim Type	Window	What To Do
Damage visible at delivery	48 hours from delivery	Annotate the BOL, photograph the crate, report to us
Missing components	30 days from receipt	Check your crate against the packing list and report anything absent
Latent defect not visible at delivery	30 days from receipt	Report with photographs as soon as the issue becomes apparent

Please check your crate contents against the packing list as soon as practical after delivery. Missing components are far easier to resolve inside the 30-day window than outside it.

Freight Shipments — Two Steps

Do not refuse delivery: accept the crate from the driver regardless of visible exterior damage. Refusing shipment results in round-trip carrier charges billed directly to the customer.

1.                   Annotate the Bill of Lading. Inspect the crate exterior and write the following exact phrase on the driver's receipt or BOL before signing:

    "(Crate arrived open/damaged — Possible Hidden Damage)"

2.                   Submit photographs within 48 hours. Email support@recoverywarehousehq.com with:

○        Your order number

○        Photos of all four sides of the crate prior to uncrating

○        Photos of the damaged product or components

○        A photo of the signed driver BOL showing the mandatory damage notation

Standard Parcel Shipments

●        Inspect packaging and contents immediately on delivery.

●        Photograph any damaged packaging or product.

●        Email the photographs and your order number to support@recoverywarehousehq.com within 48 hours.

Important: signing a freight delivery receipt without noting packaging damage legally releases the carrier from liability and voids eligibility for no-cost damage replacements.

Prior authorization required. No return, replacement or claim is processed without prior written approval from Recovery Warehouse HQ. Unauthorized shipments sent to our headquarters or to any manufacturing facility will be refused and returned at the sender's cost.

Defective, damaged or incorrect items

Where a claim is approved, we provide a prepaid shipping label or dispatch replacement parts at no cost to the customer. See Section 5 regarding how these claims are assessed.

Change-of-mind returns

Not offered. Accessories and freight orders are final sale under Sections 2A and 2B. Please contact us before ordering if you have questions about fit, compatibility or suitability, and we will help you confirm before you commit.

Assessment of claims

Verified claims for defect or shipping damage are submitted to the manufacturer for assessment. Replacement components or units are provided at the manufacturer's sole discretion following verification. This is not an automatic entitlement — each claim is assessed individually, and the outcome rests with the manufacturer's determination. We will pursue every valid claim on your behalf and keep you informed throughout.

Inspection and timing

Stage	Timeframe
Claim verification and assessment	Within 5 business days of receiving your evidence
Manufacturer determination	As quickly as the manufacturer's process allows
Freight replacement dispatch	As production lead times allow, at no additional cost to you

We will tell you plainly what the manufacturer decides. Where a claim is declined, we will explain the basis for the decision.

●        Cancellations before dispatch

○        Orders cancelled before factory departure or before custom build execution receives a full refund.

●        Cancellations after dispatch

○        Freight shipments cannot be cancelled once dispatched. The order becomes final sale under Section 2B.

●        Address changes after dispatch

○        Any delivery address update requested after freight departure incurs a $350 re-consignment fee charged by the carrier. Address changes requested before dispatch are processed free of charge.

This policy does not restrict statutory rights granted under United States consumer protection laws. Recovery Warehouse HQ reserves the right to modify this policy at any time. Revisions take effect immediately upon site publication.

For return inquiries, warranty assistance or freight damage claims, contact our team:

Legal entity	Recovery Warehouse HQ
Support email	support@recoverywarehousehq.com
Phone	(702) 824-0045
Address	4875 Kietzke Ln, Suite 19, Reno, NV 89509, United States
Support hours	Monday-Friday, 9:00 AM - 5:00 PM PST