Shipping Policy

Shipping policy of Hans Retail LLC

Free US Shipping and Delivery

• Eligibility: Free ground shipping on most orders over $99 within the contiguous US (excluding AK, HI, and international shipments).
• Exclusions: Replacement parts not under warranty, oversized items, wholesale/trade orders, customized items, spare parts, accessories, and sale items.
• Carrier Notification: You will be emailed the carrier's name.

Canada, Hawaii, Alaska, and Puerto Rico Shipments

• Charges: Buyers pay taxes, duties, and import or broker fees.
• Shipping Cost: Calculated at checkout.

Signature Required

• Condition: Some packages may need a signature for delivery based on specific factors.

Address Restrictions & Corrections

• Accuracy: Ensure correct shipping address and phone number.
• Non-Service Areas: No P.O. Boxes or Military APO/FPO addresses.
• Responsibility: Delays due to incorrect addresses are not the responsibility of Hans Retail LLC.

Freight Shipment

• Appointment Required: Scheduled Monday-Friday with a 4-8 hour window.
• Inspection: Inspect and note any damage before signing.
• Responsibility: Additional fees (customs, rescheduling, storage, lift gate) are the customer’s responsibility.

Delivery Times

• Processing Time: 5-10 business days for in-stock items.
• Unforeseen Delays: Additional processing/transit times possible due to COVID-19.
• Non-Guarantee: No guaranteed delivery times or refunds for carrier delays.

Refused Shipments

• Cancellation: One-hour period to cancel orders.
• Return Policy: Do not refuse delivery; follow return policy to avoid fees.
• Fees: Responsible for original shipping, return fees, and a 25% restocking fee if delivery is refused.

Damaged Merchandise

• Inspection: Inspect shipments immediately.
• Reporting: Report damages within 7 days with a photo.
• Replacement: Prepaid return label provided for damaged items.

Short-Shipped Items

• Reporting: Report missing items within 7 days.
• Resolution Time: Carrier claims may take 3-4 weeks.

Expedited/Express Shipping

• Options: Various expedited shipping methods available.
• Cost: Extra cost for expedited shipping; not covered under free shipping.

Contact Information

• Work Hours:
  • Sunday: 10:00 am - 4:00 pm
  • Monday-Friday: 10:00 am - 5:00 pm (Thursday until 7:00 pm)
  • Saturday: 10:00 am - 5:00 pm
• Customer Service Hours:
  • Monday-Friday: 9:00 AM - 5:00 PM EST
  • Saturday & Sunday: Closed
• Email: sales@hanslumiere.com