Shipping policy

SHIPPING & RETURNS

Welcome to Backcountry Recreation When you purchase a product from us, you are subject to the following terms and conditions. We advise you to read these terms and conditions carefully prior to purchasing. By completing a purchase you agree to be bound by these terms.

RETURNS, EXCHANGES, AND REFUNDS

All our products are checked for quality prior to shipping and delivery. If a product contains a manufacturing fault or defect, Backcountry Recreation will replace either the whole unit or the defective part thereof, at our sole discretion. 

Backcountry Recreation will accept the return of products within 30 days of receipt for a refund, minus the initial and return shipping charges. The product must be returned in its original wood crate in unused conditions. Credit will be given upon inspection of the product to ensure all items are included and in good condition.

It’s very rare that there are any faults with a Backcountry Recreation product. But if the buyer returns the product due to a fault, we will inspect the product after it is returned. If the product is deemed as faulty by Backcountry Recreation after inspection, we will issue a full refund including the shipping fees.

To arrange for a return, contact the Backcountry Recreation after sales team at info@backcountryrecreation.com

After 30 days from the date of delivery, we cannot accept returns or exchanges.

After 1 days from the time of a customer order, any order that is cancelled ahead of being shipped will be subject to a 3.95% + $500  withholding on their total order amount. This 3.5% + $500 charge covers our payment processing fees and administration fees.

SHIPPING INFORMATION  

our order will be shipped via third-party freight networks [such as Freightera] for delivery to Canada & The United States. The majority of our orders are shipped with either Day & Ross, Vitran, Kinderley etc , however the freight carrier can vary depending on your delivery Zip / Postal code." , however the freight carrier can vary depending on your delivery Zip / Postal code.

We will communicate your shipping details to you via email as soon as the product leaves our warehouse. Once products have been shipped, they become the property and responsibility of the shipper. If there are any issues with the shipment, please call the shipping company and detail your Pro number. 

Your shipping address will be clearly stated in your order confirmation email. Please ensure you have entered your shipping address correctly, as once the product has been shipped we may not be able to alter the delivery address. In cases where shipments need to be re-routed or re-shipped to a new address, any additional transport fees will be charged to the customer. 

If you will be away and unable to receive the goods on your scheduled delivery date, we recommend making arrangements for someone to receive the delivery on your behalf. Any re-delivery or storage fees will be charged to the customer.  

If an order arrives with an item or items missing from the shipping document, it is the buyer's responsibility to do the following:

  1. Mark these items as missing on the delivery bill of lading. 
  2. Contact the shipping company and have them search for any missing items. If the missing items cannot be found, please contact the Backcountry Recreation aftersales team on info@Backcountryrecreation.com

If a product arrives damaged by the transporter, it is the buyer's responsibility to make sure this is marked as damaged on the delivery bill of lading. Once it’s been noted with the carrier, the Backcountry Recreation team can raise a claim, and send replacement parts if necessary to the buyer.

CURBSIDE DELIVERY   

 Logistics operate large nationwide networks of delivery depots. The depots are franchised and each depot operates its own unique fleet of trucks. For this reason Backcountry Recreation cannot know in advance the size or class of truck that will be making your final delivery. Because delivery truck size and individual property access can vary so significantly, the only delivery type we can guarantee is "Curbside Delivery". 

Most of our outbound shipments are booked as "Depot PiCkup" and our delivery fees are based on this class of delivery. This means the crate will be delivered safely to the carrier terminal and you will be contact to come pickup up your unit. Our crates do not contain any single pieces heavier than 60 lbs, so they can be unloaded easily by hand. Two people working together can manually unload and move the contents of a crate in a backyard in approximately 30 minutes. 

In rare situations, our carriers may determine that delivery cannot be made due to isolation or other specifics of your location. If this is the case, you may pursue one of the following options:

1) A smaller delivery truck can be arranged through a third-party carrier. These arrangements can be made by Backcountry Recreation, but the customer will be responsible for any added costs if they are incurred.

2) The order can be picked up at the local terminal. Most saunas can fit onto a pickup truck or small trailer, and the travel time to the terminal is typically between 1-2 hours.

If the customer refuses the sauna delivery without pursuing the options listed above, the customer will be held responsible for the return shipping costs and any related costs. Likewise, any re-delivery or storage fees incurred will be charged to the customer. 

 

LOCAL DEPOT PICKUP

At our company, we offer depot shipping as a cost-effective way to get our products to you across Canada. This means that we will ship your order to a local depot, where you can pick it up at your convenience. When you arrive at the depot, you will be greeted by a forklift operator who will help load your order into your truck or trailer. Our products are designed to fit in the back of a standard pickup truck, making transportation easy and hassle-free. This process not only allows us to offer you more affordable shipping rates, but also ensures that you can receive your order in a timely manner. 

When you get back to your property, you will open the crate and move the contents piece by piece to their installation location. Two people working together can manually unload and move the contents of a crate in a backyard in approximately 30 minutes. 

So, when placing your order with us, remember to select the depot shipping option to take advantage of this convenient and economical shipping method.

DELAYS TO PRODUCTION

Please understand that from time to time we may encounter delivery delays. Many of our units are produced on a made to order basis. Every unit is planned and shipped individually for each one of our customers. Most of our products are also very big and heavy so shipping them is not so easy. Due to our bespoke operational setup, you may sometimes experience longer than expected production times. We cannot offer any compensation or refund should you experience production delays. Typical delivery time is 4-6 weeks from when the order is received. 

PRICING

All pricing is listed in Canadian Dollars and applicable sales tax will be added at checkout. Backcountry Recreation reserves the right to change prices at our discretion and without notice.

Our prices vary frequently due to the cost or availability of red cedar. We cannot apply sales or discounts to units that are already in production. 

WARRANTY

Our sauna heaters come with a 1 year warranty on parts and labor. Our wood fired hot tub stoves come with a 1 year manufacturers guarantee on materials and workmanship. These warranties do not cover issues resulting from customer damage, installation errors or misuse. 

We offer a warranty against manufacturing defects on all our wood products. If your product contains a manufacturing fault or defect, we will offer to exchange either the whole unit or the defective part thereof, at our sole discretion.

Because wood is a natural product we cannot take responsibility for natural wear and degradation that may occur over time. Life expectancy of our wood products varies depending on your choice of lumber, how you care for the wood, your local climate and where on your property you located the unit. 

If you need clarification on any of these points or want to speak to a sales representative we encourage you to give us a call at 877-446-3565.

Sauna Warranty Information


LIMITED WARRANTY ON WOODEN SAUNAS

THIS LIMITED WARRANTY (“LIMITED WARRANTY”) IS PROVIDED BY 0970261 BC LTS CO. D/B/A Backcountry Recreation (“Backcountry Recreation”, “WE”, “US” OR “OUR”), A British Columbia CORPORATION, TO YOU IN CONNECTION WITH YOUR PURCHASE OF A WOODEN SAUNA (“PRODUCT”).  THIS LIMITED WARRANTY CAN ALSO BE FOUND ONLINE AT WWW.BACKCOUNTRYRECREATION.COM/WARRANTY. OUR RESPONSIBILITY FOR DEFECTIVE GOODS IS LIMITED TO REPAIR, REPLACEMENT, REFUND, OR REASONABLE REIMBURSEMENT FOR THE ENGAGEMENT OF A THIRD PARTY TO REPAIR OR REPLACE YOUR PRODUCT, SUBJECT TO THE TERMS DESCRIBED BELOW IN THIS WARRANTY STATEMENT.

1. GRANT OF LIMITED WARRANTY. We warrant that, during the Warranty Period (as defined below), the Product that you have purchased will be generally free from defects in materials and workmanship, subject to the terms set forth herein and our Terms of Service, available at https://www.backcountryrecreation.com/terms-of-service/, as amended from time to time (the “Terms of Service”), the terms of which are incorporated herein by reference. If the Product that you have purchased has any defects in materials and workmanship, as described in Section 2, and you discover such defects during the Warranty Period, you may be entitled to certain remedies as set forth in Section 4.

2. COVERAGE OF LIMITED WARRANTY. The Limited Warranty shall not be read to include any issues, persons, or time period outside of the conditions set forth below: 

a) Defects in the materials and/or workmanship of the Product for the Warrant Period as defined below, where such defects existed at the time that the Product left our warehouse.

b) The consumer who originally purchased the Product ("you"). It does not extend to any subsequent owner or other transferee of the Product.  

c) The period beginning upon the date you receive delivery of the Product and lasting one year (the "Warranty Period"). The Warranty Period is not extended if we repair or replace the Product. 

3. DEFECTS OUTSIDE OF LIMITED WARRANTY. This limited warranty does not cover any damage or defects in materials or workmanship of the product due to: (a) transportation; (b) storage; (c) improper use; (d) failure to properly install the Product, follow the Product’s instructions, or perform any preventive maintenance reasonably required to maintain the Product in good condition; (e) modifications; (f) repair by any parties that we have not expressly authorized; (g) normal wear and tear; or (h) external causes such as accidents, abuse, or other actions or events beyond our reasonable control.

4. REMEDIES UNDER LIMITED WARRANTY. With respect to any qualifying defective Product of which we are notified during the Warranty Period, we will, in our sole discretion, either: (a) repair or replace such product (or the defective part) free of charge, or (b) refund the purchase price of such Product to you. All work upon any qualifying defective Product will be coordinated by Backcountry Recreation and/or our authorized agents. If we elect to repair or replace the defective Product, and such repair or replacement requires the shipment of the defective product to another location, we will also pay for shipping and handling fees incurred in order to return the repaired or replacement product to you.

5. NOTICE OF DEFECTS. To be eligible to obtain warranty service from us, you must e-mail our after-sales team at info@backcountryrecreation.com during the Warranty Period, providing (i) the name and model number of the Product, (ii) the date on which the Product was purchased, (iii) the name of the purchaser, and (iv) a general description of the defects in the Product. We may request additional information from you in order to determine the nature of the services necessary, including, without limitation, information on your order receipt, a description of how the defects were discovered, and any issues arising from the defects. No warranty service will be provided except and unless we receive timely notice of the Product’s defects from you and we determine, at our sole discretion, that such defects are covered under this Limited Warranty.

6. DISCLAIMER OF WARRANTIES; LIMITATIONS OF LIABILITY. NOTWITHSTANDING ANY LANGUAGE TO THE CONTRARY, OUR LIABILITY SHALL UNDER NO CIRCUMSTANCES EXCEED THE ACTUAL AMOUNT PAID BY YOU FOR THE DEFECTIVE PRODUCT, NOR SHALL WE UNDER ANY CIRCUMSTANCES BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES OR LOSSES, WHETHER DIRECT OR INDIRECT. WE MAKE NO REPRESENTATIONS OR WARRANTIES EXCEPT AS EXPRESSLY SET FORTH HEREIN, AND EXPRESSLY DISCLAIM ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. ANY IMPLIED WARRANTY THAT CANNOT BE DISCLAIMED UNDER APPLICABLE LAW WILL BE LIMITED TO THE DURATION OF THE WARRANTY PERIOD. BECAUSE WOOD IS A NATURAL PRODUCT, WE CANNOT TAKE RESPONSIBILITY FOR NATURAL WEAR AND DEGRADATION THAT MAY OCCUR IN THE PRODUCT OVER TIME. THE LIFE EXPECTANCY OF OUR WOOD PRODUCTS VARIES DEPENDING ON CHOICE OF LUMBER, STORAGE, MAINTENANCE, AND OTHER TREATMENT OF THE PRODUCT, LOCAL CLIMATE, AND THE LOCATION IN WHICH THE PRODUCT IS STORED. THE REMEDIES DESCRIBED ABOVE ARE YOUR SOLE AND EXCLUSIVE REMEDIES AND OUR ENTIRE LIABILITY FOR ANY BREACH OF THIS LIMITED WARRANTY. TO THE EXTENT THAT THE JURISDICTION IN WHICH YOU RESIDE DOES NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, THE ABOVE LIMITATION OR EXCLUSION SHALL NOT BE READ TO APPLY TO YOU.

7. DISPUTES. If you believe that we have not performed our obligations under this Limited Warranty, and you are unable to resolve your dispute with us after providing notice in Section 5, you may seek resolution of your dispute in accordance with Section 17 of the Terms of Service (Governing Law; Forum; Waiver of Jury Trial). Any terms not expressly set forth in this Limited Warranty shall be governed by the terms in the Terms of Service.

Hot Tub Warranty Information


LIMITED WARRANTY ON WOODEN HOT TUBS

TTHIS LIMITED WARRANTY (“LIMITED WARRANTY”) IS PROVIDED BY 0970261 BC LTS CO. D/B/A Backcountry Recreation (“Backcountry Recreation”, “WE”, “US” OR “OUR”), A British Columbia CORPORATION, TO YOU IN CONNECTION WITH YOUR PURCHASE OF A WOODEN SAUNA (“PRODUCT”).  THIS LIMITED WARRANTY CAN ALSO BE FOUND ONLINE AT WWW.BACKCOUNTRYRECREATION.COM/WARRANTY. OUR RESPONSIBILITY FOR DEFECTIVE GOODS IS LIMITED TO REPAIR, REPLACEMENT, REFUND, OR REASONABLE REIMBURSEMENT FOR THE ENGAGEMENT OF A THIRD PARTY TO REPAIR OR REPLACE YOUR PRODUCT, SUBJECT TO THE TERMS DESCRIBED BELOW IN THIS WARRANTY STATEMENT.

1. GRANT OF LIMITED WARRANTY. We warrant that, during the Warranty Period (as defined below), the Product that you have purchased will be generally free from defects in materials and workmanship, subject to the terms set forth herein and our Terms of Service, available at https://www.backcountryrecreation.com/terms-of-service/, as amended from time to time (the “Terms of Service”), the terms of which are incorporated herein by reference. If the Product that you have purchased has any defects in materials and workmanship, as described in Section 2, and you discover such defects during the Warranty Period, you may be entitled to certain remedies as set forth in Section 4.

2. COVERAGE OF LIMITED WARRANTY. The Limited Warranty shall not be read to include any issues, persons, or time period outside of the conditions set forth below: 

a) Defects in the materials and/or workmanship of the Product for the Warrant Period as defined below, where such defects existed at the time that the Product left our warehouse.

b) The consumer who originally purchased the Product ("you"). It does not extend to any subsequent owner or other transferee of the Product. 

c) The period beginning upon the date you receive delivery of the Product and lasting one year (the "Warranty Period"). The Warranty Period is not extended if we repair or replace the Product. 

3. DEFECTS OUTSIDE OF LIMITED WARRANTY. This limited warranty does not cover any damage or defects in materials or workmanship of the product due to: (a) transportation; (b) storage; (c) improper use; (d) failure to properly install the Product, follow the Product’s instructions, or perform any preventive maintenance reasonably required to maintain the Product in good condition; (e) modifications; (f) repair by any parties that we have not expressly authorized; (g) normal wear and tear; or (h) external causes such as accidents, abuse, or other actions or events beyond our reasonable control.

4. REMEDIES UNDER LIMITED WARRANTY. With respect to any qualifying defective Product of which we are notified during the Warranty Period, we will, in our sole discretion, either: (a) repair or replace such product (or the defective part) free of charge, or (b) refund the purchase price of such Product to you. All work upon any qualifying defective Product will be coordinated by Backcountry Recreation and/or our authorized agents. If we elect to repair or replace the defective Product, and such repair or replacement requires the shipment of the defective product to another location, we will also pay for shipping and handling fees incurred in order to return the repaired or replacement product to you.

5. NOTICE OF DEFECTS. To be eligible to obtain warranty service from us, you must e-mail our after-sales team at info@backcountryrecreation.com during the Warranty Period, providing (i) the name and model number of the Product, (ii) the date on which the Product was purchased, (iii) the name of the purchaser, and (iv) a general description of the defects in the Product. We may request additional information from you in order to determine the nature of the services necessary, including, without limitation, information on your order receipt, a description of how the defects were discovered, and any issues arising from the defects. No warranty service will be provided except and unless we receive timely notice of the Product’s defects from you and we determine, at our sole discretion, that such defects are covered under this Limited Warranty.

6. DISCLAIMER OF WARRANTIES; LIMITATIONS OF LIABILITY. NOTWITHSTANDING ANY LANGUAGE TO THE CONTRARY, OUR LIABILITY SHALL UNDER NO CIRCUMSTANCES EXCEED THE ACTUAL AMOUNT PAID BY YOU FOR THE DEFECTIVE PRODUCT, NOR SHALL WE UNDER ANY CIRCUMSTANCES BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES OR LOSSES, WHETHER DIRECT OR INDIRECT. WE MAKE NO REPRESENTATIONS OR WARRANTIES EXCEPT AS EXPRESSLY SET FORTH HEREIN, AND EXPRESSLY DISCLAIM ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. ANY IMPLIED WARRANTY THAT CANNOT BE DISCLAIMED UNDER APPLICABLE LAW WILL BE LIMITED TO THE DURATION OF THE WARRANTY PERIOD. BECAUSE WOOD IS A NATURAL PRODUCT, WE CANNOT TAKE RESPONSIBILITY FOR NATURAL WEAR AND DEGRADATION THAT MAY OCCUR IN THE PRODUCT OVER TIME. THE LIFE EXPECTANCY OF OUR WOOD PRODUCTS VARIES DEPENDING ON CHOICE OF LUMBER, STORAGE, MAINTENANCE, AND OTHER TREATMENT OF THE PRODUCT, LOCAL CLIMATE, AND THE LOCATION IN WHICH THE PRODUCT IS STORED. THE REMEDIES DESCRIBED ABOVE ARE YOUR SOLE AND EXCLUSIVE REMEDIES AND OUR ENTIRE LIABILITY FOR ANY BREACH OF THIS LIMITED WARRANTY. TO THE EXTENT THAT THE JURISDICTION IN WHICH YOU RESIDE DOES NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, THE ABOVE LIMITATION OR EXCLUSION SHALL NOT BE READ TO APPLY TO YOU.

7. DISPUTES. If you believe that we have not performed our obligations under this Limited Warranty, and you are unable to resolve your dispute with us after providing notice in Section 5, you may seek resolution of your dispute in accordance with Section 17 of the Terms of Service (Governing Law; Forum; Waiver of Jury Trial). Any terms not expressly set forth in this Limited Warranty shall be governed by the terms in the Terms of Service.