Shipping Policy

This policy sets out how IMPERVITA ships equipment. Practical guidance on preparing for a delivery is on the Shipping & Delivery page.

Shipping costs, lead times, and available service levels are set per product and confirmed before payment is taken. Some products carry a product-specific flat shipping charge, some include shipping in the price, and some are quoted for the delivery address. There is no single shipping charge across the catalog.
Processing time is stated per product where it is known and is separate from transit time. Business days are Monday through Friday, excluding holidays.
Where curbside/driveway delivery is the standard method for a product, that is stated on the product page. White-glove delivery is not included in standard delivery and may be available as an optional additional service.
Installation is not included in the standard purchase price and is charged separately when applicable.
Products are shipped directly to the delivery address on the order.
An IMPERVITA free-shipping promotion, where one is running and the order qualifies, waives the shipping charge at checkout. It does not change any other term applying to the product.
Large equipment ships by freight carrier on a booked appointment. Someone able to accept and inspect the delivery must be present.
Risk passes on delivery. Visible damage must be recorded on the carrier’s paperwork at the time of delivery.
We ship within the United States. Requests outside that area are handled case by case.

Shipping, delivery, and installation are separate things

These are distinct concepts and are priced and confirmed separately. Do not read one as including another:

Shipping / freight — moving the crate from the manufacturer to your address.
Curbside delivery — the carrier brings the crate to the kerb or driveway and leaves it there. Getting it from that point to its final position is yours to arrange.
White-glove service — an optional additional service that may cover bringing the item inside, placing it, assembling it, and removing packaging. It is never included by default.
Installation — fitting, connecting, and commissioning the equipment, including any electrical or plumbing work. It is a separate service, charged separately, and is not part of white-glove unless expressly stated for that product.
Processing / lead time — the time before the item ships. Separate from transit time.
Transit time — the time the carrier takes once the item has shipped.

Whichever of these apply to a product is stated on that product page and confirmed in writing before you pay. Nothing is implied by default.

Delivery estimates

Processing times, lead times, transit times, and delivery dates are estimates only, and are not guaranteed unless we have expressly guaranteed a date in writing for your order. Freight schedules, manufacturer production, carrier capacity, weather, and access constraints can all move them. An estimate that moves is not a defect and does not by itself create a right to cancel or to compensation, except where applicable law provides otherwise.

Site readiness and delivery access

Before delivery you are responsible for confirming that the product suits your intended location and that the site can take it — electrical supply, plumbing, drainage, ventilation, structural support, clearances, and the full delivery route from the street to the final position. The requirements are set out under Site readiness and installation in our Terms & Conditions, with practical guidance on the Shipping & Delivery page.

Charges arising from a site that is not ready — a failed or refused delivery, a redelivery, a missed appointment, storage, a return to the terminal, or an access problem that stops the crate reaching the address — are the customer’s responsibility.

Inspecting a freight delivery

The reporting deadline is set per product and is not the same across this catalog — on some products it is 5 business days from delivery, on others 7 days. The deadline that applies to your product is shown in the Delivery, Returns & Warranty Terms section of its product page and is recorded on your order. Report to IMPERVITA within that deadline; missing it may impair or eliminate a freight-damage claim, to the extent permitted by law.

Freight is the point where most avoidable losses happen, and the carrier’s procedure is strict. Inspect the shipment before the driver leaves, and before you sign:

Photograph the crate on the truck and on the ground, before it is opened.
Check the piece count against the paperwork, and check every side of the crate and pallet for punctures, crushing, tilt, water marking, or a broken seal.
Note every defect on the delivery receipt or bill of lading before signing — in writing, specifically, and in the driver’s presence. Signing clean can end a damage claim regardless of what is inside the crate.
If the damage is severe, you may refuse the shipment. Call us before refusing if you can.
Report damage to us immediately, and in any event within the reporting window stated for your product — several manufacturers require this within a short period of delivery, and some require it before installation. Send your photographs with the report.
Keep all original packaging and crating until the claim is resolved. Discarding it can end the claim.

Concealed damage found after unpacking must be reported as soon as it is discovered, within the same window. The specific window and procedure for your product are on the product page and recorded on your order; where they differ from this page, the product-specific terms control.

Products with specific freight terms

Some products are sold on specific freight terms. Those terms apply only to the products IMPERVITA assigns them to, and they are disclosed on the applicable product page before purchase. Where they apply, they read as follows.

Shipping — $500 flat rate.
Delivery — curbside/driveway delivery only.
White-glove service — not included in standard delivery. May be available as an optional additional service.
Installation — not included in the standard purchase price. Installation is charged separately when applicable.
Processing — 3–5 business days, Monday through Friday, excluding holidays.
Free-shipping promotions — may be offered by IMPERVITA when applicable.
Warranty — factory-level warranty and customer support apply according to the applicable product warranty.
Fulfillment — the product ships directly to the customer’s delivery address.

Where the product-specific terms disclosed before purchase differ from the general guidance on this page, the product-specific terms control, subject to applicable law.

Shipping questionssupport@impervita.com 623-505-2732