🧾 Overview
Your Hanso pergola is carefully packaged and shipped on large pallets to ensure it arrives in perfect condition.
However, since deliveries are handled by third-party freight carriers, it’s important to inspect your shipment upon arrival and note any visible issues before signing.
Following these steps helps protect your warranty and ensures quick replacements if needed.
▼ Before Delivery
You’ll receive a call from the freight carrier to schedule a delivery appointment once your order arrives at the local terminal.
✅ Prepare for delivery:
Have 2–3 people available to help inspect and move boxes.
Ensure there’s enough space for a freight truck to park and unload.
Keep your phone nearby — the driver will call before arrival.
▼ When Your Pergola Arrives
Your order will arrive curbside on pallets via a large freight truck.
The driver will unload your boxes using a liftgate (if available) and place them in an accessible area.
⚠️ Important:
Drivers cannot move boxes inside your property, garage, or backyard — deliveries are curbside only.
▼ Step 1 – Inspect Before Signing
Before you sign the delivery receipt:
Visually inspect all pallets and boxes.
Check for holes, dents, crushed edges, tears, or water exposure.
Count all boxes.
The correct number of boxes is listed in your shipping confirmation email.
Check for any visible damage or missing items.
If something looks damaged, write it on the delivery receipt before signing:
“Box damaged – subject to further inspection.”
Take photos of all sides of the damaged box or pallet.
💡 Tip: Even if the packaging appears slightly scuffed, it’s still best to document it — especially if any internal parts are affected later.
▼ Step 2 – After Signing & Unpacking
Once the delivery is complete:
Move the boxes carefully to a dry, flat area.
Begin unboxing and check each part against your packing list (included in the documentation or emailed with your order).
Take note of any missing or visibly damaged components.
If all boxes are accounted for and in good condition, your pergola is ready for installation.
▼ Step 3 – Reporting Damage or Missing Parts
If you notice an issue:
Take clear photos of the affected parts, boxes, or pallets.
Keep all original packaging until the issue is resolved.
Contact Hanso Support immediately and include:
Your Order Number
Description of the issue (missing, damaged, wrong item)
Photos of packaging and affected parts
Our team will verify and coordinate replacements or parts shipments as quickly as possible.
▼ Common Scenarios
Situation | What to Do |
Minor box damage, no internal damage | Accept delivery, note on receipt, report photos to Support |
Box visibly crushed or wet | Note on receipt, take photos, contact Support immediately |
Missing box or pallet | Refuse only the missing/damaged pallet, accept the rest, and report to Support |
Internal part damage after unboxing | Contact Support within 48 hours with photos |
⚠️ Important Notes
Always note visible issues before signing the delivery receipt.
Failure to document visible freight damage may limit claim eligibility.
Keep all packaging until Support confirms resolution.
Hanso will handle freight claims directly once notified — no need for you to contact the carrier.