FAQs


Below you will find the answers to many of the most commonly asked questions. Should you still need assistance with a question after consulting this page, please feel free to contact us via our toll-free number 1-800-360-3192 


Q: Once I place my order how long will it take to receive?


A: Once you place your order it will leave our warehouse within approximately two (2) business days. Transit time once it is shipped varies depending on your location but is usually between two (2) and six (6) business days. Most items ship directly from the manufacturer so we are unable to guarantee a delivery date.


Q: How much is shipping?


A: Shipping within the 48 US states is free to all of our customers.


Q: Do you ship outside the US?


A: Yes we do! There is an additional charge for shipping outside the 48 US states. Just contact us with the delivery address (including zip code) along with the desired product and we will establish the shipping costs.


Q: Once my order is shipped, how do I know when it will arrive?


A: Once your order has shipped you will be emailed your tracking information which you can track using our online Tracking service. The tracking information you receive will show you an estimated delivery date for your bathtub. Do not assume delivery will be performed on that date as that date is the date your shipment will arrive at the delivering freight terminal. Once it arrives at the delivering freight terminal, they will contact you to schedule a delivery appointment for your convenience.


Q: What if I miss my scheduled delivery appointment?


A: If you have scheduled a delivery appointment with the freight company and fail to keep that appointment or call the day before to cancel and reschedule, you will be responsible for any re-delivery fee charged by the freight company or you can pick the shipment up at the freight terminal at no charge.


Q: How are the bathtubs shipped?


A: They are shipped via freight truck (Estes Express, UPS Freight, Old Dominion Freight Lines, etc.)


Q: What kind of delivery is included?


A: Residential shipping within the 48 US states is free to all of our customers. This delivery means that the freight company will deliver to your residence curbside. Also, a lift gate service, meaning they will lower the package from the truck to the ground, is included. The freight company’s delivery vehicles are usually semi trucks. If their vehicle is too large or can not safely travel on your road, you will be responsible for meeting the driver at the closest safe location or you may pick up at the freight terminal. The freight companies and drivers are not responsible for bringing the shipment into your home/garage, etc but if you would like to arrange them to deliver the bathtub to your home and set it up for you then please contact us about our White Glove Delivery service.


Q: Is an item in stock?


A: All of the items on our website are generally in stock. If an item is out of stock, the item will have a indicator of “call for price” or there will be a note of the availability date in the item description. Occasionally, one of our manufacturers will have products that are temporarily unavailable and we may not have received notice of this. If this occurs, we will notify you as soon as we have this information. If you are unsure that an item is in stock and available for immediate shipment, please give us a call toll free 1-800-360-3192 or email us at info@truesanctum.com before placing your order. 


Q: What do I do if I receive an item that is damaged?


A: When your freight shipment is received you are required to inspect the packaging for any obvious freight damage before signing for the shipment. If any damage to packaging is found the freight company will then allow you to open that part of the shipment to inspect further. The freight company will not allow you to unpackage everything to inspect before signing for the shipment as it is not considered to be your property until you sign for the shipment. The bathtubs are shipped in slatted wooden crates and can be easily inspected for obvious freight damage. There is also a “do not stack” shipping cone on top of the boxes. If the “do not stack” cone is crushed/missing or the shrink wrap is torn/missing or if there are holes in the cardboard boxes, please inspect further. If no damage is found upon inspection, please sign the delivery receipt and receive your packages. If some damage is observed sign the delivery receipt noting what the damage to the packaging is and that “contents subject to further inspection.” This will allow you the next (1) business day to inspect completely and report any concealed freight damage. Any concealed damages not noted on the delivery receipt must be reported to us within one (1) business day of the date you receive your delivery. Damages must be reported to us at toll free 1-800-360-3192 (nights and weekends leave message with customer service rep) or by email at info@truesanctum.com. You will need to email pictures of any concealed freight damage found after accepting delivery. If obvious damage is found that can not be easily fixed, please refuse the delivery and note on the delivery receipt what the damage was. If you have any questions during delivery, please call us first before signing for the shipment!


Q: What happens after I refuse a delivery for obvious freight damage?


A: If you refuse a shipment for obvious freight damage, the shipment will be returned to us. Please notify us by email at info@truesanctum.com, or call toll free 1-800-360-3192, right away. We will handle the logistics of having that shipment returned to us at no charge to you. Once the item is received back and inspected, a replacement shipment will be sent to you.


Q: What happens if I refuse a shipment for damage and there is no damage to the shipment?


A: Once the refused item is received back, and is inspected by two (2) personnel, if no damage is found then you will be held responsible for all actual shipping costs associated with the shipment and packaging charges.


Q: How do I sign for my shipment if no obvious freight damage is noted?


A: If no obvious freight damage is noted you may sign for your shipment with the notation on the delivery receipt of “no obvious freight damage noted — contents not yet inspected.” This will allow you one (1) business day to further inspect the shipment for any concealed freight damage and report that damage to us. Any concealed freight damages must be reported to us within one (1) business day of receiving your delivery. Damages must be reported to us at toll free 1-800-360-3192 or by email at info@truesanctum.com. You will need to email pictures of any concealed freight damage found after accepting delivery.


Q: What do I do if my shipment is missing any parts?


A: Once you receive your shipment you need to inspect and report and shortages within one (1) business day of receiving the shipment. Shortages need to be reported to us at toll free 1-800-360-3192 or by email at info@truesanctum.com


Q: Can I cancel my order once it is placed?


A: Yes! We certainly hope that isn’t the case, but if you have found that you ordered in error or changed your mind, please contact us within 24 hours of placing the order as we ship all orders placed very quickly!


Q: What if I cancel my order once it has shipped?


A: If you cancel your order once it has shipped, you will receive a refund less all actual shipping & packaging charges and a restock fee. The restock fee is 15% and is applied after the shipping & packaging charges have been deducted from the amount paid.


Q: Can I return an item?


A: Yes. You will need to contact us first to obtain a return authorization number and the appropriate address to ship the item back to. To obtain authorization, email info@truesanctum.com including a picture showing the shipment properly packaged. When we have received the photos, we can then send you the return documentation and then you will be able to schedule to return via our online Returns form. You will be personally responsible for shipping the item back and any costs associated with the shipping. Once the shipment has been received back and inspected, a refund will be issued if no damage is found. The refund issued will be the cost you paid for the item less all actual shipping costs for the initial shipment and the return shipment as well as any packaging, crating, charges and a 15% restock fee. Please keep in mind that freight shipping on items as large and heavy as these can be very costly. Average shipping cost for a bathtub one way is $350.


Q: Will the tub I like fit in the space I have available?


A: It depends! First, measure the space you would like to put the tub in. Remember to measure from finished wall to finished wall. If you are measuring a “gutted” space remember to consider the finished wall products (drywall, tile, paneling, etc). Also, you may need to consider having additional space for the recommended freestanding plumbing which is installed on the floor. When using freestanding plumbing, you typically need an average of 8 inches in addition to the length/width of the tub depending on placement. Please don’t hesitate to call or email us with any questions! You can call us toll free 1-800-360-3192 or email us at info@truesanctum.com


Q: What type of plumbing do I need with the tub?


A: For our bathtubs, freestanding style plumbing is recommended. If your water lines are coming out of your bathroom wall then you would need to use a bathroom wall mounted faucet style. If you don’t see exactly the combination of what you are looking for please don’t hesitate to contact us! You can call us toll free 1-800-360-3192 or email us at info@truesanctum.com


Q: Will this tub fit with my existing plumbing?


A: Most of the time we can work with your existing plumbing or help you find an easy solution. The easiest way to determine this is to email us a picture of the space showing the existing plumbing and the measurements. You can email us at info@truesanctum.com. You can also call us toll free 1-800-360-3192. 


Q: What are your office hours?


A: Our office hours are Monday through Friday between 8:00 am and 4:00 pm central standard time. We are closed on major holidays so our employees can celebrate with their family. You may reach us outside of office hours by using our online chat function, sending an email to info@truesanctum.com or by leaving a message when calling our toll free number 1-800-360-3192. During non-office hours calls and emails are returned as quickly as possible.


Q: I am having a problem ordering online. What do I do?


A: We apologize if you have encountered any problems using our checkout system. Please contact us via our online chat function, give us a call toll free 1-800-360-3192 or email us at info@truesanctum.com so that we can assist you.


Q: I placed an order but am unsure if my order processed. How do I know if my order processed?


A: Once you have placed your order you will receive an email regarding your credit card transaction and confirming your order. The email is sent to the email address you enter so please be sure you have entered it correctly. You can also log into your account if you have chosen to become a registered user on our website and check the status of your order. You can also call us toll free 1-800-360-3192 or email us at info@truesanctum.com


Q: What do I do if I have placed an order and realized that I entered incorrect information such as shipping address, email address or phone number?


A: Please contact us via our online chat function, call us toll free 1-800-360-3192 or email us at info@truesanctum.com as soon as possible. Most orders are shipped with one (1) business day of ordering! If a delivery address has changed once an item has shipped, you will be responsible for any charges the shipping company may impose due to the change.


Q: Can I place an order and have a delayed shipping date?


A: Yes! You are welcome to place an order and request a delayed shipping date. Please contact us when you place your order to request this as most orders will ship out within one (1) business day of receiving the order. Also, by doing this you are guaranteeing to get that great low price as prices can increase! We will hold shipment for you on most products for you up to three (3) months at no charge. Please contact us before you order to confirm we can hold shipment on item for you.


Q: How do I install my bathtub?


A: We always recommend using a licensed contractor or plumber when installing our baths. If you or your installer has any questions regarding installation, please give us a call toll free 1-800-360-3192 or email us at info@truesanctum.com