Buying guide · 5-minute read
A sauna, a cold plunge, a serious grill — these don't arrive in a cardboard box on the porch. They arrive on a truck, strapped to a pallet, often in more than one crate. Most of the anxiety around buying a big piece online comes from not knowing what that day looks like. Here's the whole thing, start to finish.
What "LTL freight" actually means
LTL stands for less-than-truckload. Your shipment shares a truck with other freight, moves through a couple of regional terminals, and is delivered on a final-mile truck. That's why freight quotes are given in a range of business days rather than a date, and why the carrier calls to schedule rather than just showing up.
Step by step
1. Your order is placed — and held for 24 hours
At Élan Reserve every order sits for a full day before it's transmitted to the manufacturer. That window exists for you: change your mind, correct an address, add a liftgate — no cost, no friction. After 24 hours the order is in the manufacturer's queue and the standard cancellation terms apply.
2. The manufacturer builds, crates, and ships
Lead time depends entirely on the product. Some pieces ship from stock within days. Custom saunas and made-to-order furniture can take weeks. The lead time on each product page is what the manufacturer told us — not a guess.
3. The carrier insures it and moves it
The freight carrier insures the shipment for its full value from the factory to your address. This matters later (see step 5).
4. The carrier calls you to book a delivery window
Expect a call or text from the freight company, usually a day or two before delivery, to agree on a window. Someone needs to be there. Standard freight delivery is curbside or to a paved driveway threshold. The driver is not required to bring the crate inside, up stairs, or to a specific room.
Liftgate. If you don't have a loading dock (you don't), a liftgate lowers the pallet from the truck bed to the ground. Many carriers include it for residential delivery; some charge for it. Tell us before you order and we'll confirm what applies to your piece.
Inside delivery. Sometimes available for a fee, sometimes not, depending on the carrier and the product. Ask us first. We don't promise services we haven't confirmed.
5. You inspect before you sign — this is the one that matters
The delivery receipt you sign is a legal document that says the shipment arrived in good condition. Once it's signed clean, the carrier's insurance closes. So, while the driver waits:
- Walk around every crate. Look for crushed corners, punctures, water staining, torn wrap.
- Open what you can. The driver is required to wait a reasonable time.
- If anything looks wrong, write "DAMAGED UPON ARRIVAL" on the receipt with a short description, then sign.
- Photograph the crate exterior, the damage, and the truck if you can.
- Email us within 48 hours with your order number and the photos. We open the claim with the carrier from there.
This isn't an Élan rule. It's how freight insurance works everywhere. We just make sure you know it before the truck arrives instead of after.
6. Assembly and setup
Every product page lists what setup looks like — two people and an hour, arrives assembled, requires a licensed electrician, and so on. Again: from the manufacturer's documentation, not our estimate.
7. After delivery: the factory warranty is yours
Because you bought through an authorized dealer, the manufacturer's warranty is intact. If a defect shows up later, call us and we route you to the manufacturer's warranty desk with your order details already in hand.
Before you order, ask these four things
- How many crates, and how heavy is the heaviest one?
- Is liftgate included?
- Where will it sit until I can move it — and who is helping me move it?
- What's the electrical or plumbing requirement, and is that done before delivery day?
If you'd rather just talk it through, that's what we're here for: (917) 524-9848, 9 AM – 7 PM ET, seven days.
General guidance. Delivery terms and product specifications for any specific item come from the manufacturer's documentation and our Shipping & Freight Policy.