Shipping & Freight Policy

Shipping & Freight Policy

Last updated: 2026-08-20

1. Free Shipping, Insured Carrier

Shipping is included in the displayed product price. There are no separate shipping charges at checkout. We ship within the continental United States only — we do not currently ship internationally or to Alaska or Hawaii.

2. Direct from Manufacturer

Every order ships directly from the manufacturer's distribution center, fully insured by the freight carrier for the value of the shipment. We do not warehouse inventory. This direct model preserves the manufacturer's warranty and guarantees factory-fresh condition.

3. Delivery Method by Product Category

Standard parcel (UPS / FedEx Ground) — smaller outdoor furniture pieces, accessories, replacement parts. Delivery typically 3–7 business days from ship date. Tracking provided.

LTL freight (truck-to-curb) — saunas, cold plunges, large outdoor furniture (dining sets, swings, glider rockers), grills, fire features. Delivery typically 7–21 business days from ship date. The freight carrier will contact you to schedule a delivery appointment. Delivery is curbside or to a paved driveway threshold. The driver is not required to bring the shipment inside, up or down stairs, or to a specific room. Additional services (liftgate, residential delivery, inside delivery) may be available for an additional fee — contact us prior to ordering if you require these services.

4. MANDATORY INSPECTION BEFORE SIGNING — Freight Deliveries

This is the most important section of this policy. Failure to follow it may void your damage claim.

  1. Inspect every box for visible damage before signing the delivery receipt.
  2. Open every box to inspect contents if possible. The driver is required to wait a reasonable time for inspection.
  3. If you see any damage — dents, punctures, crushed corners, water staining, broken glass sound, anything — write the words "DAMAGED UPON ARRIVAL" on the delivery receipt before signing, with a description of what is damaged.
  4. Take photos of (a) the box exterior, (b) the damage, and (c) the delivery truck if possible.
  5. Notify Élan Reserve within 48 hours by emailing info@elanandco.co with the order number, photos, and the annotated delivery receipt.

If you sign a clean delivery receipt without noting damage, the carrier's liability ends — and so does ours. We cannot guarantee a refund, replacement, or claim on shipments accepted without damage notation. This is a freight industry standard, not an Élan policy.

5. Damage During Use / Manufacturing Defect

Defects discovered after acceptance are covered by the manufacturer's warranty. We will assist you with the warranty claim process — contact us with the order number and a description of the issue and we will route you to the manufacturer's warranty department.

6. Cancellations

Orders may be cancelled at no cost within 24 hours of order placement. After 24 hours, the order has typically been transmitted to the manufacturer and may be subject to a cancellation fee equal to any costs the manufacturer charges us. Custom or made-to-order items cannot be cancelled once production has started.

7. Returns and Restocking Fees

Standard parcel items — returnable within 30 days of delivery in unused, original-packaging condition. A restocking fee of 15% applies. Customer pays return shipping.

LTL freight items — returnable within 30 days of delivery in unused, original-packaging condition. A restocking fee of 25% applies. Customer pays return freight (typically $250–$650 depending on origin/destination and item).

Non-returnable categories: custom-built or made-to-order saunas; hyperbaric chambers (sealed for sanitation); cold plunge water systems once filled; products with visible signs of installation or use; products without original packaging.

8. Lost Packages

If tracking shows delivered but you have not received the package, notify us within 7 days. We will open a carrier trace. Carrier traces typically resolve within 14 business days.

9. Acknowledgment

By placing an order, you acknowledge that you have read and agree to this Shipping & Freight Policy, including the mandatory inspection-before-signing requirement and the restocking fee schedule.

10. Contact

Shipping questions: info@elanandco.co | (917) 524-9848