Shipping policy

At Home Sanctuary Pro, we specialize in premium, high-end home wellness and residential infrastructure. Because our products (including therapeutic saunas, heavy pool equipment, 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. Delivery Scheduling & Notifications

Carrier Contact: Once your shipment arrives at your local delivery terminal, the freight carrier will contact you directly via the phone number provided at checkout to schedule a specific delivery window.

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

2. Curated Curbside Delivery with Liftgate Service

Standard Delivery: All residential shipments include complimentary Liftgate Service. The driver will use a hydraulic lift to lower your shipment from the truck bed down to the curb or driveway level.

Property Access: The delivery is strictly curbside. Drivers are not authorized or insured to move heavy freight pallets into your backyard, garage, or home. Please ensure you have adequate assistance or equipment on hand to move the items to their final destination on your property.

3. 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 perfect condition, and waives future transit damage claims.

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

1 Check the Pallet 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.

4. Handling Damaged Shipments

Minor Packaging Damage: If you notice superficial outer damage but suspect the product inside is perfectly 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 glass, broken frames), REFUSE THE DELIVERY ENTIRELY. Tell the driver to return it to sender due to severe transit damage, take photos of the refused pallet, and contact our team immediately at ⁠sales@homesanctuarypro.com⁠.