Shipping policy
This is how SANO Products LLC ("SANO," "we," "us") processes, ships, and delivers orders placed through our online store.
Where we ship
We currently ship within the United States, including Alaska, Hawaii, and Puerto Rico.
International shipping is not yet available. Where it becomes available, the destinations served are shown at checkout.
Processing time
Orders are processed Monday through Friday, excluding US public holidays.
In stock orders are picked and shipped within 1 to 3 business days of being placed. Orders placed after our daily cutoff, or on a weekend or holiday, begin processing the next business day.
You receive a shipping confirmation with tracking as soon as an order leaves us.
Pre-orders and made to order items
Some products are sold before stock is on hand. Where that applies, the product page states the expected shipping date at the time of purchase, and payment is taken at checkout.
If an order contains both a pre-order item and an in stock item, the order ships together on the later date unless you request otherwise.
If an expected shipping date changes materially, we notify you by email. You may keep the order or cancel it for a full refund. Pre-orders may be cancelled at any time before they ship.
Shipping rates
Rates are calculated at checkout based on destination, order weight, and the service selected. The exact cost is shown before payment.
Where a free shipping threshold applies, it is shown at checkout and in the cart.
Delivery estimates
Once shipped, standard delivery within the contiguous United States typically takes 3 to 7 business days. Alaska, Hawaii, and Puerto Rico take longer.
Delivery estimates are provided by the carrier and are not guaranteed. They begin from the date of shipment, not the date the order was placed.
Tracking
A tracking number is included in your shipping confirmation email. Tracking can take up to 24 hours to become active after a label is created, so a number that returns no results immediately after shipment is normal.
You can also check the status of an order at any time using the link in your order confirmation.
Address accuracy
Please check your shipping address before completing checkout. We are not responsible for orders delivered to an address entered incorrectly.
If you notice an error, email support@sanolabs.shop immediately with your order number. We can correct an address while an order is unfulfilled. Once shipped, we cannot redirect it.
Orders returned to us as undeliverable are refunded less the original outbound shipping cost, or reshipped once a correct address is provided and shipping is paid.
Delays
Once a package is with the carrier it is outside our control. Weather, carrier volume, and operational disruption can affect delivery times.
We do not refund shipping charges for delays caused by the carrier. If a package appears stalled in transit for more than 7 business days, email support@sanolabs.shop and we will open an investigation with the carrier.
Lost, stolen, or damaged packages
If tracking shows a package as delivered but it has not arrived, check with neighbours and around the property, then allow 24 hours, since carriers sometimes scan ahead of the drop.
If it still has not appeared, email support@sanolabs.shop within 14 days of the delivery scan. We will work with the carrier to resolve it.
If a package arrives damaged, email support@sanolabs.shop within 7 days of delivery with photographs of the packaging and the contents.
Unclaimed or refused packages
Packages refused at delivery, or returned to us after the carrier's holding period expires, are refunded less the original outbound shipping cost. Reshipment requires a new shipping charge.
Taxes
Sales tax is calculated at checkout where applicable and is shown before payment.
Returns
See our Return and Refund Policy for how returns, exchanges, and warranty claims are handled.
Changes to this policy
We may update this policy from time to time. The version in effect at the time of your purchase governs your order.
Contact
SANO Products LLC support@sanolabs.shop