In short
- In-stock parcels ordered on a working day before 15:00 are dispatched the same day. Orders placed later, at the weekend or on a public holiday are dispatched the next working day.
- Pallet and oversized shipments are collected by the carrier on the next or the following working day.
- For products not in stock, the lead time is shown on each product page.
- Transit time: 1–2 working days within Lithuania, 2–8 working days to other European countries.
You will see the delivery price in the cart before payment.
Need an exact date, or at least an estimated day? Call +370 65074744 or email info@matosauna.com before ordering — we will check stock and the carrier's lead time and agree on a date with you.
From order to dispatch
1. Payment. We start preparing your order once payment has been received.
2. Picking. We pick your order in our warehouse. If an item is not available, we contact you the same day and give you a realistic lead time.
3. Packing. Small items are packed in cardboard boxes. Heaters, steam generators, glass and cabin parts are placed on a pallet, strapped and secured.
4. Handover to the carrier. Parcels ordered before 15:00 are handed to the courier the same day; if you chose a parcel locker, the parcel is delivered to it the same evening. Pallet and oversized shipments are collected by the carrier on the next or the following working day.
5. Once your shipment is on its way. For courier and parcel locker shipments, you receive a tracking number as soon as your order leaves our warehouse. Please check the phone number given in your order — an unreachable phone number is the most common cause of delays.
If you choose Mato Sauna Transport, there is no tracking number, so we keep you informed ourselves. We will message or call you when your shipment leaves, and tell you which carrier is delivering it and the expected delivery day. The day before or on the day of delivery, the driver will call you to agree on a time. If the date changes, we will let you know without waiting for you to ask.
When the item is not in stock
Each such product shows an approximate lead time — it is set by the manufacturer and differs from product to product. That is the lead time that applies to your order; you can also see it in the cart next to the delivery method.
- Once we receive your order, we place it with the manufacturer and obtain the production and dispatch date.
- When the product arrives at our warehouse, we inspect it and ship it to you — from that day, the standard dispatch times apply.
- If the manufacturer changes the lead time, we will inform you as soon as we find out. You can choose to wait, or cancel the item and receive a full refund.
Important: the lead time shown on the product page is the time it takes for the product to reach us, not you.
Our dispatch time and the transit time are added to it:
delivery from the manufacturer (shown on the product page) + dispatch from our warehouse (1–2 working days) + transit to you (1–3 working days within Lithuania)
For example, if the product page shows 6 weeks and we deliver within Lithuania, you will actually receive your order in roughly 6 weeks plus 2–5 working days, not in exactly 6 weeks. Transit times to more distant European destinations are longer — see the table below.
For made-to-order products, we agree on the lead time before confirming your order. Want a more precise date? Call or email us before ordering and we will confirm it for that specific product and your address.
Delivery methods
Once you enter your delivery country in the cart, you will see the methods suitable for the weight and dimensions of your order. The exact price is shown for each one, along with whether the item is in stock or needs to be ordered and how long that takes.
| Method in the cart | What to expect |
|---|---|
| Omniva parcel lockers | The cheapest option for small items — stones, accessories, textiles, fragrances. We only send items to a parcel locker if they fit in its compartment. Parcel lockers are open 24/7, parcels are kept for 7 days, and you receive an SMS with the door code when your parcel arrives. |
| DPD parcel lockers | The same principle within the DPD Pickup network — choose this if a DPD parcel locker or pickup point is more convenient for you. |
| Venipak home delivery | The courier delivers to the address you specify and calls before arriving. According to Venipak, on average 98% of shipments are delivered on the next working day after dispatch. SMS notifications are only sent to Lithuanian, Latvian and Estonian phone numbers. |
| Home delivery to your address — DPD | Courier delivery in Lithuania and across Europe. On the morning of delivery you receive an SMS or Viber message with a one-hour arrival window. If you won't be at home that day, you can change the address or date, or redirect the parcel to a DPD parcel locker via mydpd.lt. |
| Mato Sauna Transport | For heaters, steam generators, glass, cabins and all oversized goods — anything that travels on a pallet. When you choose this method, we select the carrier best suited to your situation for each shipment, based on weight, fragility, destination and whether a truck can reach your address. The driver calls in advance to agree on a time; delivery is to the unloading point. |
| Store pickup | Free of charge, Šv. Gertrūdos g. 7, Kaunas. Conditions are described below. |
No need to calculate weight or dimensions. For each product, the cart only shows the methods that can actually carry that shipment: if an item doesn't fit in a parcel locker or is too heavy for a courier, those options won't be shown and Mato Sauna Transport will remain.
Choosing a delivery method
If the option you need is not listed — you are shipping oversized goods to a less common destination, want a specific carrier, a specific day or an additional service — contact us before ordering and we will prepare an individual quote.
Store pickup
Address — Šv. Gertrūdos g. 7, Kaunas, pickup is free of charge. We prepare your order by 13:00 on the next working day and let you know when you can come. Need it sooner? Call +370 65074744 — in most cases we can have it ready the same day.
When you will receive your order
For in-stock items, the total time is dispatch time + transit time.
For items ordered from the manufacturer, the delivery time from the manufacturer shown on the product page comes first. The figures in this table are counted from the day the product is already in our warehouse.
Dispatch from our warehouse
| Parcel ordered on a working day before 15:00 | same day |
| Parcel ordered after 15:00, at the weekend or on a public holiday | next working day |
| Pallet or oversized shipment | 1–2 working days |
Transit time
| Destination | After dispatch |
|---|---|
| Lithuania | 1–2 working days (parcels), 1–3 (pallets) |
| Latvia, Estonia | 1–2 working days |
| Poland | 2–4 working days |
| Germany, Austria, Czech Republic, Slovakia, Hungary | 3–5 working days |
| Netherlands, Belgium, Luxembourg, Denmark | 3–5 working days |
| Finland, Sweden | 3–6 working days |
| France, Italy, Slovenia, Croatia, Ireland | 4–6 working days |
| Romania, Bulgaria, Greece (mainland) | 5–7 working days |
| Spain, Portugal (mainland) | 5–8 working days |
| Malta, Cyprus, Greek and Balearic Islands | 7–10 working days |
| Norway, Switzerland, United Kingdom, Iceland | 6–10 working days, plus customs clearance |
Pallet and oversized shipments usually take 2–5 days longer. These are lead times published by the carriers, not guaranteed dates.
If the date matters — contact us before ordering. We will check stock and the carrier's lead time for your address and agree on a specific day: +370 65074744, info@matosauna.com.
Need it faster? Contact us and we will arrange express delivery to you — we will tell you the price in advance, before you decide.
Delivery costs
The price is calculated automatically based on country and postcode and shown at the bottom of your order — you see the full amount before payment. Pallet shipments are included in this calculation; there is no separate charge for them. If your order cannot be shipped under standard conditions, we will contact you before dispatch.
Prices include VAT; no customs duties apply within the European Union. Outside the EU, import duties and customs charges are set by the destination country and paid by the buyer.
What delivery to the unloading point means
Heaters, steam generators, glass doors, finishing materials and cabins travel on pallets:
- The driver delivers to your door, or to the nearest point the truck can safely reach, and unloads there.
- Carrying items indoors or up stairs, placing them in position, assembly and electrical connection are not included in delivery.
- Someone must be at the address to receive the shipment, and for heavier items, someone to help unload.
Let us know in advance about narrow streets, gravel roads, low archways, weight restrictions, locked gates or an active construction site — we will plan the shipment accordingly.
Pallet shipments are the most likely to be damaged — so inspect the packaging before signing the delivery note, as described in the next section.
When your shipment arrives
The driver will wait while you sign. Take those two minutes — how quickly we can resolve any problem depends on what you sign.
What to check before signing
- Inspect it from all sides: tears, dents, damp or deformed cardboard, torn film, a tilted or broken pallet, rattling contents.
- Take photos of the packaging or pallet before removing the film, and then of the unpacked product.
Damaged shipment — what to do
If the packaging is clearly damaged or the product is visibly broken — do not accept the shipment. Tell the driver you are refusing it, note this on the delivery note, take photos and call us on +370 65074744. The shipment returns to us and we take care of sending a replacement — at no cost to you.
If the damage is minor or you are unsure — accept it, but with a note. Do not sign "no remarks". Write down specifically what you see (for example: "dented packaging, right-hand corner", "torn film, damp box") on the delivery note, or fill in a damage report together with the driver. Keep a copy of the document or photograph it with your phone.
If you only notice the damage after unpacking. Notify us within 5 days of delivery and send photos of the packaging and the product. For business customers, this period is 3 working days.
With a note on the delivery note or a damage report and photos, we will replace or repair the product at our expense and file the claim with the carrier ourselves. Signing that the shipment is undamaged does not mean you lose all your rights, but carriers reject claims for shipments accepted without remarks — and then everything takes much longer.
If the product is defective
A defect may become apparent immediately or after a few weeks of use. The procedure is the same in both cases.
What to send us
- Your order number or invoice number.
- Photos of the product showing the defect, and of the rating plate with the model and serial number.
- A short description of when and how the defect occurs. If the product does not work or shows an error, a short video and the error code displayed on the control unit.
What we do
- We assess the situation and, where necessary, contact the manufacturer. We usually reply within 1–2 working days.
- We send the missing or replacement part, repair the product or replace it with a new one.
- If none of these options is suitable or the defect cannot be remedied — we refund your money.
- We pay for transport in both directions; the original packaging is not required.
Important
- Do not install or use a product if you can see it is defective. An installed and used product is harder to replace, and some manufacturers do not apply the warranty in such cases.
- Heaters, steam generators and control units must be connected by a qualified electrician. Incorrect connection, excessive output for the room, unsuitable stones or neglected maintenance are not covered by the warranty.
- The duration of the manufacturer's warranty is stated on the product page and in its documentation; it applies in addition to your rights under consumer protection law.
If your plans have changed
Construction is delayed. We will hold your order in our warehouse for 14 days free of charge. A longer period is usually not a problem either — we will just agree on the storage fee in advance.
You want to return a product. As a consumer, you have 14 days to change your mind. You arrange and pay for return transport — for a heater or a pallet with glass, this costs roughly the same as the delivery, and more from distant countries. Ask us for a price before shipping: we can usually arrange the return more cheaply and deduct the amount from your refund. Pack the product so that it can withstand the journey back.
The manufacturer has discontinued the model. We will offer the closest equivalent at a similar price; if you don't want it, we will cancel the order and refund the full amount.
Get in touch
+370 65074744 · info@matosauna.com
Mon–Fri 08:00–18:00 Sat–Sun closed
Send us your order number — we will check with the carrier for you.
Delivery terms
These terms form part of the delivery information set out in the Terms and Conditions and apply together with them. In the event of any inconsistency, the Terms and Conditions prevail. None of these terms limits the rights granted to you by mandatory consumer protection law.
Delivery times. The dispatch and transit times stated on this page are indicative, based on current stock levels, manufacturers' production times and carriers' published transit times, and are not guaranteed delivery dates. We will inform you without delay of any significant change to the stated date; you may cancel the affected items before dispatch and receive a full refund of the amount paid for them.
Agreed delivery time. For products that we order, manufacture, cut or configure specifically for you, the lead time stated in the product description, in the cart or in the order confirmation is the agreed delivery time; it may exceed 30 calendar days and takes precedence over general statements elsewhere on this page. If no lead time has been stated or agreed, we deliver the goods within 30 calendar days of the conclusion of the contract.
Completion of delivery and access. Unless otherwise agreed, delivery is deemed completed when the goods are made available for unloading at the address you specified. Installation, assembly, placement, electrical connection and commissioning are not included in delivery. By placing an order, you confirm that the address is correct and that the delivery location can be reached, and the goods unloaded, by a vehicle appropriate to the nature of the goods. Any person present at the delivery address who accepts the goods and signs the documents is deemed to be your authorised representative, unless you have stated otherwise in