Contact Us & Customer Care Policy

At NordenSoul, we are committed to providing an unparalleled concierge shopping experience. Whether you need assistance selecting the perfect far-infrared sauna size for your home, tracking an active freight delivery, or clarifying technical installation specifications, our dedicated customer care team is here to provide seamless support.

1. How to Reach Our Team

To ensure your inquiry is routed to the correct specialist, please utilize one of our primary support channels below:

Email Support (Recommended)

For order updates, freight tracking inquiries, dealer documentation, or general support, please email us directly at:

Email: support@nordensoul.com

Response Time: We monitor our inbox closely and respond to all email inquiries within 2 to 12 hours, 7 days a week.

Real-Time Live Chat

Need an immediate answer while browsing our collection? Click the Live Chat icon located in the bottom-right corner of our website.

Our interactive chat is available to handle pre-sale questions, product configuration advice, and instant financing support.

If we are away from the digital desk, simply drop your email in the chat box, and our response will be sent directly to your inbox the moment a team member reviews your message.

2. Standard Business Hours

While our digital storefront is open 24/7/365, our core customer care operations and manufacturer fulfillment coordination operate under the following standard hours:

Monday through Friday: 9:00 AM – 6:00 PM (EST)

Saturday & Sunday: 10:00 AM – 4:00 PM (EST)

Note for Traveling/International Clients: If you are contacting us from outside North America, please rest assured that our team actively monitors digital channels across multiple global time zones to minimize your wait time.

3. Escalating Order & Delivery Issues

To help us resolve your requests as efficiently as possible, please include the following information when contacting us regarding an active purchase:

Order Inquiries: Please include your 4-digit Order Number (e.g., #1024) in the subject line of your email.

Freight Delivery Issues: If your inquiry relates to an active shipment transit, please provide your carrier tracking number so we can interface directly with the freight line on your behalf.

Damaged Shipments: As outlined in our Shipping Policy, if your sauna components arrive with transit damage, please email support@nordensoul.com within 48 hours of delivery. You must attach clear, high-resolution photos of the outer crating damage and the affected components so we can file an immediate replacement claim with the manufacturer.

4. Administrative Office Information

NordenSoul operates as a premier digital commerce brand with fulfillment nodes and authorized manufacturing warehouses distributed across the United States.

Mailing Address: NordenSoul Studio Detroit, Michigan, United States

Official Correspondence: For legal, corporate, or billing inquiries, please direct all initial communication via email to support@nordensoul.com.