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Your Topture Delivery Guide: Everything You Need for a Smooth Arrival

Welcome to the Topture family ! Your order is on its way, and we're just as excited as you are.

This guide is designed to make your delivery day as stress-free as possible. We’ll walk you through a few simple steps to ensure you feel confident, prepared, and ready for a successful arrival.


The Golden Rule: Inspect Before You Sign

If you only remember one thing from this guide, make it this: The most critical step to protect your purchase is to inspect the packaging for damage before you sign the delivery receipt.

Every order leaves our warehouse in mint condition and is fully insured. By making a quick note of any damage on the receipt, you guarantee that we can resolve any issues for you, free of charge. Think of it as your superpower for a perfect delivery. We’ll cover exactly how to do this in Step 3 below.


The 3 Simple Steps of Your Delivery Day

Step 1: Schedule Your Appointment

First, your order will travel to a local delivery depot. Once it arrives, the freight company will call you to schedule a specific date and time window for the final delivery to your home.

  • Your Action: Please respond promptly to avoid any storage fees.

Step 2: Prepare for a Curbside Delivery

All freight deliveries are curbside only. This means the driver will deliver your order to the curb at the end of your driveway. For most orders, they will use a liftgate (a platform on the truck) to lower it safely to the ground.

  • Your Action: You are responsible for moving the shipment from the curb to its final location (e.g., your garage or backyard). We highly recommend having at least one other person ready to help.

Step 3: Receive Your Delivery (The Inspection)

When the driver arrives, follow this simple checklist before signing the receipt (also called a Bill of Lading):

  1. Walk Around the Shipment: Inspect the entire box or crate for any visible punctures, tears, or crushed corners.
  2. Note Any Damage on the Receipt: If you see anything, it's no problem! Simply write a specific note on the receipt before you sign.
    • Example: "Crate arrived open/damaged — Possible Hidden Damage."
  3. Take Photos of the Damage: Before the driver leaves, take several clear photos of the specific damage to the packaging. This is your primary proof.
  4. Photograph the Receipt: After you've made your note, take a clear photo of the entire receipt, making sure your note is readable.
  5. Accept the Delivery: Even if the packaging is damaged, please accept the shipment. The product inside is often perfectly fine, and by noting the damage, you've ensured we can protect you.

Why This Is Critical: The note on the Bill of Lading is your official proof that the damage occurred during transit. Without this note, the freight company will not honor an insurance claim, and we will be unable to process a replacement for you.


Does Your Order Require Special Unloading?

Most products are delivered with a liftgate. However, our largest and heaviest items require a different plan.

This special process applies ONLY if you ordered:

  • A large DIY sauna kit (e.g., Dundalk Leisurecraft models in crates over 92 inches or 800+ lbs).
  • A pre-assembled sauna (e.g., from Auroom or SaunaLife).

If this is you, your delivery will arrive on a flatbed truck or an 18-wheeler without a liftgate. You are responsible for arranging the equipment to offload the product from the truck.

  • Suggested methods for unloading the truck:
    • Use a Forklift or Crane: This is the safest and most efficient method for our heaviest items.
      • For large DIY kits, crates must be lifted from the end, which requires a forklift equipped with fork extensions.
    • Hire a Tilt Tow Truck: A local tilt tow truck service can be another great solution. They can often meet you at the delivery site or even pick up the sauna from the local shipping terminal for you.
    • Manually Unload the Crate: For some DIY kits, it may be possible to open the crate while it's on the truck and unload the individual pieces by hand. This requires a team of helpers, and you should confirm with the freight carrier beforehand if this is permissible.
    • Pre-assembled saunas typically require a forklift or crane.
  • Your Action: Please have your equipment and operators ready for your scheduled delivery day. The driver’s role is "delivery only" and they are often not permitted to assist with offloading.

For helpful tips on finding and renting local equipment, please see our guide on renting equipment here.


Final Checklist & Important Reminders

  • Report Concealed Damage Within 24 Hours: After delivery, please open and inspect your product immediately. If you find any damage inside the box, email photos to us at contact@topture.com right away. All damage MUST be reported within 24 hours.
  • Keep Your Packaging: Please hold onto all original boxes, pallets, and packaging until you are certain everything is perfect.
  • Avoid Extra Fees: When the freight company calls, please inform them of any potential access issues (narrow roads, bridge laws, island deliveries, etc.) to avoid additional charges.
  • Confirm Your Address: If an order is returned due to an incorrect address or because the freight company couldn't reach you, it will be treated as a return and subject to shipping costs.

 

We know this is a lot of information, but being prepared is the key to a seamless delivery. Our team is here to support you every step of the way. If you have any questions at all, please don't hesitate to reach out.

The Topture Team