Shipping, Delivery & Damage Policy

Product-Specific Delivery Instructions

Certain SanaVi products may include specific delivery, handling, inspection, or return procedures provided by the manufacturer or carrier. These instructions may be provided prior to shipment or included with the product documentation.

Customers are responsible for reviewing and following all delivery and handling instructions provided for their order. Failure to follow these instructions—particularly those related to freight delivery inspection, documentation of damage, or return authorization procedures—may negatively affect the ability to process damage claims, returns, or warranty service.

If you have questions about delivery procedures before your shipment arrives, we encourage you to contact SanaVi Health Systems so our team can assist.

Defined Terms

For clarity within this policy, the following terms are used:

Parcel Delivery
Standard small-package shipping provided by carriers such as UPS or FedEx.

Freight Delivery
Large-item shipping typically transported on pallets or within crates and delivered by freight carriers that require a delivery receipt or Bill of Lading (BOL).

Delivery Date
The calendar date the shipment is delivered to the address provided at checkout.

Bill of Lading (BOL)
The delivery documentation used by freight carriers that confirms the shipment was received.

Concealed Damage
Damage that is not visible until the package is opened after delivery.

Order Processing

Order processing time varies depending on the product, inventory availability, preparation requirements, and delivery method (parcel or freight). Certain items may require additional preparation time for inspection, packaging, protective crating, or freight scheduling prior to shipment.

Once your order has been prepared for shipment, you will receive a confirmation email with tracking information when it becomes available. Please note that some freight shipments may not show immediate tracking updates, and carriers may contact you directly to schedule delivery.

Shipping Methods

SanaVi orders may ship using one of the following methods:

Parcel Delivery

Smaller items may ship via standard parcel carriers (for example, UPS or FedEx).

Freight / Large-Item Delivery

Many SanaVi products ship via freight due to size, weight, or protective packaging requirements. Freight shipments may arrive on a pallet or in a crate and may require an appointment window.

Delivery method is determined by the manufacturer or distribution partner and the carrier selected for safe transport.

Manufacturer Fulfillment & Customer Support

Many SanaVi products ship directly from our manufacturer partners or authorized distribution centers. This fulfillment approach allows large wellness equipment to be delivered safely and efficiently while maintaining manufacturer handling standards.

Although products may ship directly from the manufacturer or an authorized distribution partner, SanaVi Health Systems remains your primary point of contact for all customer support matters, including order assistance, delivery coordination, product questions, and post-purchase service. Our team works directly with our manufacturer partners to ensure that each order is handled properly and that customers receive the support they need throughout the ordering and delivery process.

Freight Deliveries

Freight shipments require a brief inspection at the time of delivery.

When a freight shipment arrives:

• Ensure an adult is present to receive the shipment
• Inspect the exterior packaging before signing delivery paperwork
• Look for crushed corners, punctures, torn packaging, broken straps, or visible damage
• Take photos if anything appears unusual
• Keep a copy (or photo) of the signed delivery receipt or Bill of Lading

Freight drivers are generally not required to wait while the shipment is fully unpacked or assembled. The inspection at delivery is intended to identify visible shipping damage.

If the shipment appears severely damaged, you may refuse delivery and contact SanaVi Health Systems immediately.

Delivery Responsibilities

Customers are responsible for ensuring that delivery can occur safely and successfully.

Customer responsibilities include:

• Providing an accurate shipping address and contact phone number
• Ensuring delivery access (driveway access, building access codes, etc.)
• Being present for scheduled freight deliveries when required
• Inspecting shipments immediately upon delivery
• Retaining packaging materials until the shipment has been confirmed to be in acceptable condition

Missed deliveries, storage charges, re-delivery fees, or carrier return fees resulting from unavailable recipients or inaccessible delivery locations may become the customer’s responsibility depending on the carrier’s policies.

Shipping Damage Policy

SanaVi Health Systems takes care to ensure products are properly packaged and shipped by our manufacturing and distribution partners. However, because shipments travel through third-party carriers, damage during transit can occasionally occur.

Prompt inspection and documentation are essential to resolving such issues.

Inspect Immediately

All products must be inspected immediately upon delivery or immediately after the package is opened. If your shipment arrives via freight carrier, carefully examine the packaging before signing the delivery receipt or Bill of Lading (BOL).

If visible damage is present, it should be clearly noted on the delivery documentation before the shipment is accepted whenever possible. If the shipment appears severely damaged, you may refuse delivery and contact SanaVi Health Systems immediately so we can assist with the next steps.

Signing a delivery receipt without noting visible damage may indicate to the carrier that the shipment was received in acceptable condition.

Reporting Damage (Same-Day Requirement)

If damage is observed, it must be reported to SanaVi Health Systems on the same day the product is delivered.

To initiate a review, please provide:

• Clear photos or video of the damaged product
• Photos of external packaging and packing materials
• A photo of the shipping label
• A brief description of the issue

Failure to inspect the shipment and report damage on the day of delivery may limit our ability to assist with replacement, refund, or other remedies.

Concealed Damage

In some cases, damage may not be visible until the packaging has been opened.

If concealed damage is discovered, it should still be reported on the day of delivery whenever possible.

All packaging materials must be retained until the issue has been reviewed, as carriers may require inspection of packaging during the claims process.

Resolution Process

If a shipment is confirmed to have been damaged during transit, SanaVi Health Systems will coordinate with the manufacturer and shipping carrier to determine the appropriate resolution.

Possible resolutions may include:

• Replacement parts
• Product repair
• Product replacement
• Other remedies as determined by the manufacturer and carrier

Because SanaVi operates as an authorized dealer and fulfillment partner for multiple manufacturers, the specific resolution process may vary depending on the manufacturer’s policies and carrier claim requirements.

Incorrect Items or Missing Components

If you believe you received the wrong item or are missing components that should have been included, contact SanaVi the same day the shipment is received and provide:

• Photos of the product received
• Photos of packaging and shipping label
• A description of what appears missing or incorrect
  

We will work with the manufacturer or distribution partner to verify the order contents and determine the appropriate remedy.

Delivery Acceptance and Documentation

Freight and parcel carriers typically treat a signed delivery receipt as confirmation that the shipment was received in acceptable condition.

If visible damage is not noted on the delivery receipt or Bill of Lading at the time of delivery, the carrier may consider the shipment accepted in good condition.

This carrier rule can affect the outcome of a shipping damage claim, which is why immediate inspection and documentation are essential.

Limitations After Use or Installation

Damage that occurs after the product has been used, installed, assembled, or moved from its original delivery condition is not eligible for replacement or refund under the shipping damage process.

If an issue arises after use or installation, remedies (if any) may be available under the manufacturer’s warranty, subject to the manufacturer’s terms and conditions.

Chargebacks & Payment Disputes

SanaVi Health Systems is committed to resolving shipping and delivery concerns quickly and professionally.

Customers agree to contact SanaVi Health Systems and allow a reasonable opportunity to review and resolve any shipping, delivery, or product condition concerns before initiating a payment dispute or chargeback with their credit card provider.

Because many SanaVi products ship directly from manufacturers or freight carriers, resolving shipping or damage claims may require coordination with the shipping carrier and the manufacturer. Initiating a chargeback before this process is completed may interrupt the investigation and can affect the ability to pursue a carrier damage claim.

Our goal is always to resolve concerns promptly, and we encourage customers to contact our team so we can assist with the fastest possible resolution.

How to Report a Shipping or Delivery Issue

If your shipment arrives damaged, incomplete, or incorrect, please contact SanaVi Health Systems on the day of delivery and provide:

• Order number
• Photos or video of the issue
• Photos of packaging and shipping label
• A brief description of the situation

Prompt reporting allows us to work directly with the manufacturer and shipping carrier and helps ensure the best possible resolution.

Contact

If you have questions about our shipping, delivery or damages policies or need assistance with an order, our team is available to help.

SanaVi Health Systems LLC
150 Wells St #884
Erie, Colorado 80516

Email: support@sanavihealthsystems.com

You may also reach us through our Contact Page.