Shipping policy

At Home Sanctuary Pro, we specialize in premium, high-end home wellness and recovery equipment. Because our products (including therapeutic saunas and advanced recovery systems) are exceptionally durable and substantial, they require specialized Less-Than-Truckload (LTL) Freight Shipping rather than standard parcel delivery.

Please review our freight delivery requirements below to ensure a seamless arrival.

1. Processing & Shipping Timeframes

Order Processing: Orders ship from the manufacturer's warehouse within 2 business days of purchase. You will receive tracking information once your order leaves the warehouse.

Delivery Transit Time: After shipment, delivery typically takes 1–6 business days depending on your location. Timeframes may be extended during peak seasons or due to unforeseen circumstances.

Note: We reserve the right to cancel orders for delivery locations on islands, remote destinations, or difficult-to-access areas within the continental United States. Additional shipping and handling fees may apply. If you have concerns about your delivery location, please contact us prior to purchase.

2. Delivery Scheduling & Notifications

Carrier Contact: Once your shipment arrives at your local delivery terminal, the freight carrier will contact you 24–48 hours prior to delivery to schedule a specific delivery appointment.

Delivery Window: Deliveries are scheduled within a 4-hour window. Every effort will be made to accommodate your schedule.

Adult Signature Required: An adult (18+) must be present at the delivery location during the scheduled window to inspect and sign for the shipment.

3. Curbside Delivery & Liftgate Service

Standard Delivery: All residential shipments are delivered curbside or to the end of your driveway via a 53-ft semi-truck. The driver is responsible for unloading the pallet to curbside only.

Liftgate Service: Complimentary liftgate service is included for units 7 ft and under. The driver will use a hydraulic lift to lower your shipment from the truck bed to curb level. For larger units (over 7 ft), liftgate service is not available — customers must arrange their own unloading equipment (such as a forklift or tilt-deck tow truck) prior to the delivery appointment.

Property Access: Delivery is strictly curbside. Drivers are not authorized or insured to move freight pallets into your backyard, garage, or home. Please ensure you have adequate assistance or equipment on hand to move items to their final destination. We recommend having at least two adults available to assist.

4. Mandatory Delivery Inspection (Critical Care)

Before signing the driver's delivery receipt or Bill of Lading (BOL), you are legally required to inspect the shipment for any signs of transit damage. Your signature on the BOL verifies that the item arrived in acceptable condition and waives future transit damage claims.

Please follow these three steps upon the truck's arrival:

1 — Check the Box Count: Verify that the number of boxes matches the delivery receipt.

2 — Inspect for Outer Damage: Examine the packaging closely. Look for any rips, crushed corners, holes, torn plastic wrap, or exposed wood/metal.

3 — Take Photos: Photograph any suspicious areas or damaged outer packaging immediately.

5. Handling Damaged Shipments

Minor Packaging Damage: If you notice superficial outer damage but suspect the product inside is intact, you MUST write "DAMAGED" along with a specific description on the driver's delivery receipt before signing.

Severe Product Damage: If the shipment is obviously or severely damaged (e.g., crushed boxes, cracked panels, broken frames, or large holes in packaging), REFUSE THE DELIVERY ENTIRELY. Tell the driver to return it to sender, take photos of the refused pallet, and contact our team immediately at sales@homesanctuarypro.com.

Concealed Damage: If damage is discovered after unpacking, it must be reported to us within 48 hours of delivery with photos of the damaged item and original packaging. Claims reported after 48 hours may not be eligible for coverage.