SHIPPING
Tubs will ship out of OnsenKosen warehouse within the next 2 business days. Customer will be receiving the tracking information once the unit leaves the warehouse. Customer will be receiving a phone call from the freight carrier to set a delivery day and time 24 to 48 hours prior to delivery. Delivery is normally within a 4 hour window and every effort will be made to ensure any delivery issues (remote areas, long driveways, large and low hanging trees, apartment complex, stairs, etc.) should be addressed with prior to shipping. Once the driver has unloaded the pallet, customer should immediately inspect the box(s) for any damage. Please indicate any minor scratches, indentations, or scuff marks on the delivery receipt. Customer does not need to open the boxes to inspect the tub. Refuse delivery if customer should see a large hole anywhere (most likely damage made by freight carrier forklifts).
Order Confirmation: As soon as customer places their order, an order confirmation e-mail will be received. This means that the customer order has been received by Metalifestyle and has the authorized customer credit card for the entire, partial, or otherwise discussed amount of the purchase. As soon as customer order has been received, Metalifestyle will automatically reach out to the supplier to confirm that it is in stock and available for immediate shipment. If customer item is on backorder or unavailable, Metalifestyle will reach out to customer via e-mail, call, or text and confirm if they will like to keep the pre-order. If customer item(s) are available for immediate shipment (within 5 business days), Metalifestyle will process the charges accordingly and submit the order for shipment.
Order Shipment: If customer order is in stock and Metalifestyle processes the charges to their credit card, item will ship within five business days from the date of the order. Metalifestyle will send customer tracking information within 24 hours of their order leaving the warehouse to the e-mail address provided when checking out and usually it takes 1-2 weeks to arrive to provided address.
***Please contact METALIFESTYLE for cancellations, refunds, returns or exchanges***
RETURN AND CANCELLATION
- 30 days returns policy
- A restocking fee of up to 20% will apply
- All merchandise must be in its original packaging, unused, and resalable
- Always contact Metalifestyle before returning an item
- Shipping for Inbound and Outbound MUST BE provided by the customer and is not refundable
- Canceling or Returning an item is subject to a 5% admin fee
Damage On Arrival:
- If customer receives the product damaged upon delivery they should contact Metalifestyle immediately and send pictures of the damaged packaging or product. Failure to provide pictures means NO REFUND.
- Once the damages have been determined, the parts that are broken can either be shipped or the return can be accepted and the 20% restocking fee waived.
- All visible damages on the packaging must be noted on the Bill of Lading from the freight before signing Received.
- The customer is liable to pack the product for return. The order should be packaged the same way it came to make sure it is protected during shipping. The carrier won't be able to pick it up if it's not packaged properly.
Return policy lasts to 30 days. If 30 days have gone by since customer has received their product, a refund or exchange can't be offered. The original will be refunded purchase price minus all shipping costs to and from their location, as well as a restocking fee up to 20% of the original purchase price, depending on the manufacturer. Customer will be responsible for return shipping to OnsenKosen. To be eligible for a return, customer item must be unused and in the same condition that it is received it. It must be in the original packaging, sale able condition and have all the original manuals, warranty cards and accessories. OnsenKosen does not give refunds to Gift Cards. If customer order is cancelled prior to their package being shipped by the warehouse, customer might be eligible to be issued a FULL refund. If customer order is cancelled after their order is shipped it will be handled as a return.
Although free shipping is offered, please remember that the customer will be responsible for paying for their own shipping costs for returning your item. Shipping costs are non-refundable. If customer receives a refund, the actual cost of return shipping will be deducted from their refund. This also applies for items, that are marked with "free shipping". Customer will be provided with a copy of the shipping invoice as a proof for the deducted shipping cost. Please use a track-able shipping service for all returns.
Other than a return or exchange due to an error on our part, OnsenKosen cannot refund shipping and handling charges. Credits will be issued to the credit card used for the original purchase.
If customer has not received a refund yet, first check your bank account again, contact your credit card company and contact your bank. There is often some processing time before a refund is posted. If customer has done all of this and they still have not received their refund yet, please contact contact@metalifestyleonline.com.
Important: Onsen Kosen is dedicated to providing high quality images and measurements to assist in choosing products. But, image quality may vary depending on monitor color settings. At times, measurements are rounded off, and occasionally vary slightly from the description. Customer may contact Metalifestyle via email or phone for precise colors and dimensions of products.
EXCHANGES
OnsenKosen only replace items if they are defective or damaged. If customer needs to exchange anything, send an email at contact@metalifestyleonline.com.
Never Refuse a Delivery: All deliveries refused by customers will be subject to the same terms and conditions of the return policy. Metalifestyle wants the best buying experience for customers and ask that they please accept the package and contact Metalifestyle so any concerns may be addressed.
Damaged Items: Please check the packaging of item(s) prior to signing for delivery. If customer notices any damage or missing parts, notify Metalifestyle immediately. Metalifestyle will make an effort to help customer obtain the necessary replacements ASAP without extra cost.
In case of damaged packages or missing boxes:
- Write “Package Damaged” when customer signs for delivery on the delivery bill (also known as a bill of lading). Please take photographs and send them via email to contact@metalifestyleonline.com. This helps ensure a quick and easy exchange process.
- For items that look significantly damaged, customer may refuse delivery and write “Refused Damage” on the paperwork. This will be returned and a new one will be sent. Notify Metalifestyle at once for refused deliveries so return shipment can be anticipated.
- For accepted items with damage or missing parts, do not discard the packaging. Contact Metalifestyle ASAP with photos and replacement parts will be shipped at no charge.
- Most carriers only let Metalifestyle file freight claims within 48 hours of delivery, so do not delay. If parts cannot be replaced, Metalifestyle will have the carrier pick up the item and send a replacement. Again, all returned products should be in the original packaging.
Metalifestyle and its manufacturers/suppliers reserve the right to first fix customer product with a replacement part. Most transit damage can be fixed with a simple replacement part. If customer decides they do not want parts or a replacement unit, the product can be returned under the Return Policy. If OnsenKosen made an error and it cannot be remedied, Metalifestyle will arrange the return of the item.
Welcome to Onsen Kosen, your premier destination for premium hot tubs and cold plunges. Founded on the belief that wellness should be accessible and enjoyable, we are passionate about providing high-quality products that enhance relaxation, recovery, and overall well-being.