Shipping policy

Norden Soul — Shipping Policy

Last Updated: June 11, 2026

At Norden Soul, we specialize in delivering high-ticket, institutional-grade wellness equipment directly to your residential or commercial property. Because our exclusive Vilden sauna suites are constructed with dense, premium structural timber and cutting-edge thermal components, their transport requires a dedicated, specialized freight logistics pipeline.

By purchasing a Vilden wellness suite, you explicitly acknowledge and agree to the freight parameters, delivery expectations, and recipient handling requirements detailed below.

1. Custom Built-to-Order Fabrication & Shipping Timelines

To guarantee absolute structural integrity, every Vilden sauna suite is built to order.

The 8-to-10 Week Timeline: Your suite undergoes a meticulous fabrication cycle, intensive kiln-drying, zero-warp timber verification, and comprehensive electrical safety testing before it is crated. Because of this uncompromising artisan process, please allow an expected 8 to 10 weeks for custom factory fabrication, international ocean freight transit, domestic customs clearance, and final localized delivery.

Transit Updates: Norden Soul will provide automated email notifications as your custom build moves through major logistical milestones, including completion of manufacturing, ocean vessel departure, and domestic arrival at our regional freight terminal.

2. Specialized Heavy Freight Delivery Mechanics

Vilden wellness suites are heavy-density assets packed and reinforced inside custom wooden structural crates to eliminate transit risks. Due to their physical scale, they cannot be handled by standard postal or parcel carriers.

Residential Liftgate Service: All deliveries are handled by specialized domestic freight carriers utilizing heavy-duty trucks equipped with hydraulic liftgates. This premium freight service is fully included in your fulfillment package.

Strictly Curbside / Driveway Delivery: Freight delivery is strictly limited to premium curbside or driveway drop-off only. The carrier’s driver is legally and operationally restricted from uncrating the unit, removing modular panels, or transporting the product into your home, master suite, backyard, or commercial facility.

3. Delivery Appointments & Recipient Responsibilities

The Delivery Scheduling Appointment: Once your crated Vilden suite arrives at your local regional freight terminal, the carrier will contact you via the phone number provided at checkout to arrange a mandatory delivery window.

Mandatory Signature: An adult (18+) must be present at the delivery site during the designated window to inspect the freight package and sign the carrier’s Delivery Receipt. Freight will not be dropped off without a physical or verified digital signature.

Assembly Team Recommendation: Due to the heavy weight parameters of Grade-A Canadian Red Cedar and Premium Hemlock timber panels, we strongly recommend having a minimum of two capable individuals present at the delivery appointment to safely unpack the wooden crate and move the modular panels into your designated interior or assembly space.

4. Mandatory Freight Inspection & Damage Protocol

Your Vilden suite is heavily fortified against transit impacts. However, to protect your investment and preserve your freight insurance coverage, you must execute the following inspection steps before the delivery driver leaves your property:

Examine the External Crate: Prior to signing the carrier's Delivery Receipt, visually inspect all four sides of the wooden shipping crate for severe structural impacts, punctures, splits, or exposure.

Note Visible Impact: If the crate shows clear signs of damage, you must write "Damaged Upon Arrival" directly on the carrier’s paper or digital delivery manifest before signing.

Document and Report: Take high-resolution photographs of the affected areas immediately. Report the incident and forward your visual evidence to the Norden Soul support desk within 48 hours of delivery.

Our Resolution Guarantee: If freight damage is properly documented on the carrier's receipt at the moment of delivery, Norden Soul assumes absolute responsibility and will immediately expedite replacement structural components or technical elements to your property at zero additional cost.