Ganza Shipping Policy

 

  1. Processing
    We process and ship in-stock orders within 3 business days of cleared payment. Business days are Monday through Friday, excluding U.S. federal holidays. A weekend or holiday order starts the clock the next business day. 

    Made-to-order, backordered, or special-finish items ship on the date stated at
    checkout or in your order confirmation. That date replaces the 3-day window.

  2. How we ship
    Ganza ships by LTL freight or by Ganza trucks. We choose the method based on size, destination, and dock access. We do not ship these goods by parcel carrier.

    Shipping cost is calculated at checkout or quoted before the order is confirmed. Residential delivery, a liftgate, an appointment, or inside placement may be a separate charge when the carrier requires it. If your address has no dock and no forklift, expect a liftgate.

  3. Delivery time
    Estimated delivery time is assigned by the carrier, or by our dispatch team, after the order leaves our facility. Any date shown before pickup is an estimate, not a guaranteed delivery day.

    Freight deliveries are usually by appointment. An adult 18 or older must be on site to receive the shipment, inspect it, and sign the bill of lading (BOL) or delivery receipt. If no one is available, the carrier may return the freight. Redelivery, storage, and a second attempt are billed to the order.

    You are responsible for a truck-accessible location: a clear drive, legal parking, and a path the pallet can travel. We deliver to the threshold or the first dry area the driver can reach. We do not carry goods up stairs, through narrow halls, or into a finished room unless that service was purchased in writing.

  4. Address and access
    Check the ship-to address before you pay. A wrong address, a missing suite, or a gate code we do not have can delay the order or send it back. Address  changes after the freight is tendered are subject to carrier fees and may not be possible.

    Tell us before ship day if the site needs a liftgate, a limited-access appointment, a call-ahead, or a delivery hold.

  5. Inspection at delivery
    Inspect every carton and the product, as far as the packaging allows, before the driver leaves.

    – If you see crushed corners, torn cartons, broken glass, wet packaging, a tipped pallet, or any other visible damage, note it on the BOL or delivery receipt before you sign. Write the damage in specific words. “Subject to inspection” alone is not enough.
    – Photograph the freight on the truck, the pallet, each damaged face of the carton, and the signed BOL.
    – If the damage is obvious and severe, you may refuse the shipment. Write the reason on the BOL and email us the same day.

    A clean signature, with no damage noted, tells the carrier the freight arrived intact. That makes a later claim harder. Sign only for what you can see.

  6. Concealed damage
    If the cartons looked sound and you find damage after the driver leaves, report it within 5 business days of delivery to ddownson1@gmail.com.

    Include the order number and ship-to name, the delivery date and carrier name if you have them, photos of the outer cartons, the inner packaging, and the damaged part, a short description of what is wrong, and a copy or photo of the signed BOL if you have it. 

    Keep the product, the packaging, and the pallet until we close the claim. Do not assemble, install, or discard a damaged unit. Installed product is treated as accepted.

    Our customer service team will assist you promptly: confirm the report, open the carrier claim when one applies, and tell you whether we repair, replace, or refund the damaged goods.

  7. Lost freight and missed windows
    If tracking shows delivered and you did not receive the goods, email ddownson1@gmail.com within 5 business days of the marked delivery date. We trace with the carrier. A shortage called out at delivery must be written on the BOL.

  8. Risk of loss
    Title and risk of loss pass to you when the carrier or our driver tenders the shipment at the ship-to address and you, or someone at that address, sign for it. Until that signature, risk stays with Ganza or the carrier under the freight terms.

  9. What this policy does not cover
    – Damage from installation, misuse, or moving the unit after a clean delivery.
    – Normal wear, or a finish issue that is not shipping damage.
    – Claims filed after the 5-business-day window with no BOL exception, unless the carrier still accepts the claim.
    – Delay caused by weather, carrier capacity, a wrong address, or no one present to receive.

  10. Contact
    Ganza customer service
    ddownson1@gmail.com

Frequently Asked Questions

When will my order ship?

In-stock orders are processed and shipped within three business days of cleared payment. Business days are Monday through Friday, excluding U.S. federal holidays. An order placed on a weekend or holiday begins the following business day. Made-to-order pieces ship on the date stated in your order confirmation.

How are saunas shipped?

Ganza ships by LTL freight or by Ganza truck. We select the method based on the order and the destination. These products are not shipped by parcel carrier. Where a residence has no loading dock, a liftgate or residential delivery fee may apply and will be shown before the order is confirmed.

Is the delivery date guaranteed?

Delivery timing is an estimate assigned by the carrier, or by our dispatch team, after the order leaves our facility. Freight is typically scheduled by appointment. An adult aged 18 or older must be present to receive the shipment, inspect it, and sign the bill of lading.

Will the driver bring the sauna into the room?

Delivery is to the threshold or the first dry area the driver can safely reach. Placement up stairs, through narrow halls, or into a finished room is not included unless that service was purchased in writing. Please confirm access before the delivery date.

What should I do if the packaging is damaged?

Please inspect the shipment before the driver leaves. If you see crushed corners, torn cartons, broken glass, or other visible damage, note it in specific terms on the bill of lading before you sign. A general note such as “subject to inspection” is not sufficient. Photograph the freight, each damaged face of the carton, and the signed bill of lading. If the damage is severe, you may refuse the shipment. Please email us the same day.

What if damage is found after delivery?

If the cartons appeared intact and damage is discovered afterward, email ddownson1@gmail.com within five business days of delivery. Include your order number, photographs of the packaging and the damaged item, and a copy of the bill of lading if available. Please retain the product and the packaging until the matter is closed, and do not install a damaged unit. Our customer service team will assist you promptly.

May I return a product?

Stock items may be returned within 30 days of the delivery date if they are unused, uninstalled, and in the original packaging, with all hardware and accessories. Please request a return authorization before shipping anything back. Returns without authorization cannot be accepted. Custom and special-order goods are final sale.

What are the costs of a return?

If you no longer wish to keep a stock item, a 20 percent restocking fee applies to the product price, and return freight is the responsibility of the customer. Original shipping charges are not refunded. If we sent the wrong item, omitted a component, or confirmed a defect, there is no restocking fee and Ganza arranges the return freight.

May I cancel an order?

An order may be cancelled for a full refund before the freight is tendered to the carrier or loaded on a Ganza truck. Once the shipment is in transit, the return terms apply. A refused delivery is treated as a return.

What does the warranty cover?

Ganza provides a limited manufacturing warranty of one year from the delivery date, covering defects in material and workmanship under normal residential use. The remedy is a replacement part, shipped within the United States. Labor, installation, and site visits are not included. The warranty is extended to the original purchaser and does not transfer.

The wood does not match the photograph exactly.

Wood is a natural material. Grain and tone vary from piece to piece and may shift slightly with heat and humidity. This is characteristic of the product and is not considered a defect or a warranty claim.

Is a Ganza sauna a medical device?

No. Our saunas are designed for residential wellness use. Nothing on this site is a medical claim, and a sauna is not a treatment.

Who is responsible for installation?

Installation is the responsibility of the purchaser, unless installation was purchased from Ganza in writing. Please confirm that the product fits the room and meets the applicable electrical, ventilation, and code requirements before ordering.

How do I reach customer service?

Email ddownson1@gmail.com with your order number in the subject line. We respond on business days.