General Information

Placing an Order
making a purchase could not be easier. Just browse the avmountsonline.com " secure" online store and click on any items that you are interested in. If you wish to buy an item, put it into your shopping cart by clicking the "Buy" button. If you want to remove an item from your shopping cart check the box on the right of the item in your cart and select "Delete". If you want to change the quantity of an item, change the quantity to the amount desired and click "Update Totals" and the After you have finished putting items into your shopping cart, click on "Checkout" and you will be asked for a few details that we need to be able to satisfy the order. After your order has been completed you can check on the status of the order by going to the Order Status page. There you will be prompted to enter your order number and email address you used for your order. The status of your order will be displayed as well as emailed to you when the order status has changed. Once your payment has been received we will process your order and send it to be shipped. Once your order has shipped, your shipment tracking information will be emailed to the email address given at time of order so you can keep an eye on your shipment and find out what day to expect the delivery.

avmountsonline.com accepts Visa, Master Card American Express, Discover, Pay Pal, and Purchase Orders.

avmountsonline.com has the right to accept or decline an order for any reason. In the event a product is listed incorrectly due to typographical, description or availability avmountsonline.com shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, avmountsonline.com shall immediately issue a full credit to your credit card account. All customers will be contacted by email or phone if there is a problem with an order and will do all that can be done to insure the customer is satisfied with that order.

Canceling an Order
if you have placed an order that you wish to cancel, please send a written request for cancellation via email to Cancel@avmountsonline.com or Call customer service @ 865-671-2023 during normal business hours. Be sure to include your name and order number. We will make every effort to cancel your order. An order is not considered to be canceled until you have received a confirmation email from Customer Service stating your order has been canceled. An order can be canceled by if it has not yet shipped. An order cannot be canceled by email if your package has already been shipped. If this is the case, please call customer service @ 865-671-2023 to have "cancel shipped order" process started. Customer service will explain what you need to do.

Shipping
All items at avmountsonline.com can be shipped to all states within the continental US only. avmountsonline.com ships most items via UPS Ground or USPS (Replacement parts). UPS will deliver packages without requiring a signature. They will leave your package in a safe place if nobody is available to accept delivery. If you would like to request that your order be shipped "Signature required" please indicate this within the "Special Instructions" space when you place your order.

Once your item has shipped, your shipment tracking information will be emailed to you by UPS. You will be able to use the shipment tracking information to check the status of delivery on our Tracking Page . To track your order enter your tracking number, select the activity (show last activity or All activity), check the box to agree to terms and conditions, then click on Track Package. Your shipment details should then be displayed. If no information is displayed, check the tracking number, if the number is correct your order may not have been updated (information may not be available for the first 24 hours after shipped) or the tracking page may be experiencing technical problems. You can also go to the UPS Tracking page.

*** Some email systems may place order and tracking emails in your junk folder or spam files. If you do not receive a email please contact customer service by phone or email and we will send one out with current information.***

Delivery Schedule
Most in-stock items ship within 24 hours of order processing excluding holidays and weekends. Orders are processed within 24 hours and typically ship 24 hours after processing. avmountsonline.com will make every effort to meet shipping deadlines. Occasionally orders may be delayed by unforeseen circumstances or difficulties. Please note that our warehouse do not ship nor do our carriers deliver on Saturdays, Sundays or major holidays.

Once items have shipped it is the customer's responsibility to track delivery. Please let us know if delivery problems arise. It is always best to call UPS first (800) 742-5877. If they do not resolve the problem for you, we certainly will. You can reach our customer service department by sending an email or by calling 1-865-671-2023.

Backorder
If an item becomes un available, the details of the backorder and information concerning the expected delivery date will be emailed to you. If you wish to wait for the backordered item we will credit your original purchase and will then only charge your credit card when the item is ready to ship. Please notify our Customer Service if you would like to cancel your order due to a backorder status. Otherwise, your order will ship as soon as possible. As most items are continually restocked, backorders are not frequently an issue.

Taxes
Sales Tax will be added to orders purchased by residents of Tennessee of 9.25%. All others states are exempt from sales tax.

Payment Terms
avmountsonline.com accepts Visa, Master Card, American Express, Discover, Checks and Money Orders. We do not accept payment by C.O.D. nor will we send out any merchandise without prepayment. Items purchased by check or money order will be processed upon deposit of funds. (In the case of a check, this means upon transfer of funds from customer's checking account to avmountsonline.com) Credit cards will be charged upon shipment of merchandise. All online credit card charges are processed through a third-party payment processing center in a secure environment. Purchase Orders are accepted with prior approval. If you wish to place an order via Purchase Order please contact our sales department directly at 1-865-671-2023.

Warranty’s
all items on this web site are new and unused unless noted in the item(s) discription. All items carry full manufacturers' warranties. avmountsonline.com has a 15-day exchange policy on defective items. The warranty period begins upon delivery of the item. If an item comes to you defective, avmountsonline.com will arrange pick up of the item for return and will send a replacement item once pick up of the original shipment has been confirmed. If an item becomes defective after 15 days, you will need to contact the sales department to arrange a replacement part or exchange. (all replacement parts for defective items under warrantee will be sent free of charge)

Returns & Exchanges
Any purchase can be returned within 30 days as long as the item is returned in its original undamaged packaging is in "unused" condition and is returned with a Return Authorization Number. If you would like to return an item, please contact Customer Service for a Return Authorization Number. No return will be accepted without a Return Authorization Number. RMA numbers are good for 10 days, so items must be returned promptly. Any return made with an RMA that is more than 10 days old will be accepted or rejected at the discretion of www.avmountsonline.com any item returned 1 month or more after the RMA was issued, will be rejected and returned to the sender.

It is imperative that you do not return an item to the address from which it shipped. We accept all returns at a central location, and returns made to other warehouses will not be recorded and will delay and reduce refunds. Avmountsonline.com will not issue refunds for returns made to any location without an RMA. We require an RMA so that we are able to match your return to your order. Refunds on non-defective, undamaged items will equal the purchase price minus a 20% restocking fee as well as the shipping costs. Shipping costs include the amount that avmountsonline.com paid to ship the item to you, and those shipping costs are deducted from refunds for returns.

** There is an exception to this rule in the case of clearance items. All sales on clearance items are final. Clearance items cannot be returned.

Any order that is changed or canceled after it has already shipped, whether or not the delivery is refused, is considered to be a non-defective return. Refused deliveries are always considered to be non-defective returns, so if you suspect damage, do not refuse the delivery. Have the delivery driver make a note of the damage. See "Damaged Items" below. Shipping charges (both to you and back to us) will be deducted from your refund for orders that are canceled after shipping. Please handle product packaging with care, as there may be a 20% restocking fee charged to you if the packaging or the item does not return to us comparable to the condition in which it was shipped.

avmountsonline.com has a 15-day exchange policy on defective items only. A defective item is defined as one that has a manufactured flaw. The flaw existed before shipping and was not created in transit. Defective items cannot be returned for a refund, they can only be exchanged for the same non-defective item. The warranty period begins upon delivery of the item. If an item comes to you in defective or damaged condition, avmountsonline.com will arrange pick up of the item for return and will send a new item or the necessary replacement parts to you right away. A report of a defect or damage must be sent to Customer Services within 15 days of delivery. If an item is discovered to be defective after 15 days, you will need to send the defective merchandise to the manufacturer or service location for replacement or repair. Defective items can be returned for an exact exchange only.

Damaged Items
If an item is delivered to you in unacceptable condition, do not refuse delivery, but do make sure the damage is noted by the delivery driver. Let us know immediately of the damage by sending an email to Customer Service or calling us at 1-865-671-2023. Please include your name, order number, the item description, a list of the damaged parts (usually found in the assembly instructions) and any other significant details. We will respond with a remedy to the problem within hours. In many cases the problem is more easily remedied with the expedient shipment of new parts. If the item has suffered significant damage, we will file a damage claim against the carrier and we'll ship a new item right away. You will not be charged for a new replacement item and it is not your responsibility to file a damage claim against the carrier. Please keep the damaged item and the packaging until the carrier has contacted you, has picked the item up or has inspected the item and released it to you to do with as you wish. In most cases the carrier will just ask you to discard the damaged item. Freight damage is not frequently an issue with our shipments. This information is included here in the rare case that you are not totally satisfied with the condition of your delivery. We want you to know you will never be stuck with a damaged or defective item. Please know we are here to protect your interests. If you need any help at all, please contact Customer Service.

Customer Services
Our Sales Department handles product questions, telephone orders and changes to online purchases. You can reach a sales representative by phone at 1-865-671-2023 M-F 9:30am to 5:30pm EST, or by email 24 hours a day by email. You can also reach the Sales Department by fax at 1-865-671-2016. Mail should be addressed to avmountsonline.com, Online Sales Dept., 11157 Outlet Drive, Knoxville TN 37849.

Our Customer Service handles all questions and concerns that you may have about an existing order, previous order, and all product questions you may have. Contact Customer Service by telephone at 1-865-671-2023 M-F 9:30 am to 5:30 pm EST. Customer Service is available via email 24 hours a day at the addresses indicated below. Mail should be addressed to avmountsonline.com, Customer Service Dept, 11157 Outlet Drive, Knoxville TN 37849.