Overview
Once your pergola has completed production and passed final quality inspection, it’s carefully packaged and scheduled for freight pickup.
You’ll receive tracking details and delivery instructions as soon as your shipment is in transit.
Standard Delivery Timeline
Hanso pergola orders typically follow a standard delivery timeline of 10–14 weeks from the date of order placement. This timeframe accounts for the manufacturing process, which includes sourcing materials, fabrication, assembly, and quality checks, as well as the shipping process.
When You’ll Receive Tracking Information
You’ll receive a Shipping Notification Email once your order has shipped.
This email includes:
Your Freight Tracking Number
The Freight Carrier’s Name and contact information
Your Estimated Delivery Window
Special delivery notes or requirements (if applicable)
Tip: Please ensure someone is available to receive the shipment at the delivery address during the scheduled window.
How to Track Your Order
You can track your shipment in three ways:
Email Notification: Follow the tracking link provided in your shipping confirmation email.
Freight Carrier Contact: Call the carrier directly using the phone number included in your tracking email for live status updates.
Contact Hanso Support: If you haven’t received your tracking email or can’t locate it, reach out to our team and we’ll resend it immediately.
Retrieve Tracking Information via Order Number: Provide your order number to Hanso Support via email, phone, or chat. Once verified, you’ll receive a tracking number and a link to monitor your delivery for real-time updates.
Freight Delivery Process
Because pergolas are large, your order will arrive via LTL (Less Than Truckload) freight service, not standard parcel delivery.
Here’s what to expect:
The carrier will call you in advance to schedule a delivery appointment.
Deliveries are curbside only. Drivers are typically not permitted to enter private property or carry boxes to the backyard.
Customers requesting delivery services beyond standard curbside drop-off — such as driveway placement, garage delivery, or backyard carry — may incur an additional fee.
This fee is determined by the carrier at the time of service and is not set or guaranteed by Hansø Home. Any additional delivery service must be arranged directly between the customer and the carrier, with Hansø Home Support assisting with coordination when needed.
Tip: Have 1–2 people on-site to help inspect and move the packages when they arrive.
Tracking Issues or Delays
If tracking shows “delayed,” “in transit,” or “at terminal” for several days, this usually means: If you haven’t received a tracking number yet, it may mean your order is still in the transfer process or awaiting shipment.
The freight carrier is coordinating your delivery appointment.
Weather or route conditions caused a short delay.
Your order is being held at the local terminal awaiting your confirmation.- Increased order volumes during peak seasons
Operational transitions, such as moving to a new warehouse
Orders placed during special promotions, such as Early Bird or Black Friday bundles, may have unique timelines communicated at the time of purchase.
Certain products, like the Horizon pergola, may have slightly different timelines, such as 12–14 weeks.
If you haven’t heard from the carrier within 3–5 business days after tracking is issued, please contact our team so we can follow up on your behalf.For faster resolution, ensure you provide your order number when contacting Hansø Support so they can quickly retrieve and verify your shipment status.
FAQs
Can I expedite my order? Expedited shipping options may be available depending on product availability. Contact Hanso customer support for more details.
What if my order is delayed? If your order exceeds the standard timeline, Hanso will notify you with updated information and next steps.
⚙️ White-Glove Installation
If you opted for White-Glove Installation, tracking is still provided.
Typical final-mile delivery may take up to 2 weeks after dispatch, depending on carrier availability and your local terminal schedule. Tracking will be provided through the assigned carrier:
Our Support Team is here to help coordinate the process for you. Once the shipment arrives locally, our installation partner will reach out to schedule your installation appointment.