Shipping Policy

Shipping Policy

www.avmountsonline.com will make every effort to process all orders as quickly as possible and with the highest level of accuracy. Below is a quick list of answers to the most common questions regarding our shipping policies, as well as more detailed explanations of each policy. Please feel free to contact our customer service department with any questions prior to ordering as we may not be able to correct a shipping issue before the order is shipped.

Frequently asked shipping questions

Do you offer free shipping? – Yes, we normally offer some sort of free shipping promotion on a daily bases and will be displayed on our site in the form of a banner or text notice.

Do you ship outside the United States? – Currently No, due to the type of products we sell, there may be restrictions by the manufacturers on selling their products outside the United States so we cannot accept orders at this time.

When will my order ship? – All orders will ship the same day as long as it is received before 2pm est. and it is not a weekend or holiday. Orders placed on weekends, holidays will ship the following business day and orders received after 2pm and before 4pm est. may ship the same day but do not fall under our same day shipping program.

If I phone in my order will it ship faster? – NO, we process orders as they are received, with online orders taking priority over phone orders. Same day shipping still applies to phone orders, but will not be processed before online orders.

How long will my order take to be delivered? – That is determined by the delivery location and shipping method selected. We provide a shipping transit map on our website under our FAQ page as well as on our shopping cart during check out. We ask that customers look at this map to determine the shipping time of the order. If you have questions on this, please contact our customer service department before placing an order.

Will my order be delivered on a weekend? – NO, due to Saturday delivery restrictions placed by UPS not all areas can receive Saturday Deliveries, so we are unable to provide this option. Online orders will not be delivered on weekends or holidays, so please keep this in mind when selecting your shipping method.

Will I receive a tracking number? – Yes, we will provide a UPS Tracking number via email when the order ships. It may not provide detailed information on the shipment until the package is processed by UPS, and may take up to 24 hours to provide any information. At any time customers may contact us for a tracking number.

We ask all customers to review the information provided below for additional policy explanations or to contact our customer service department with any questions.

Shipping

All items at avmountsonline.com will ship on the same day if the order is placed by 2 p.m. (Eastern Time), Monday - Friday (Excluding Holidays). All orders received after 4 p.m. will ship the following business day (Excluding Weekends & Holidays). Items can be shipped to all 48 U.S. States and orders shipping to the lower 48 states can receive free shipping and any other shipping promotions when offered.

Alaska and Hawaii customers please call or email for ordering instructions, currently there is no way for us to process orders online for your states. We cannot offer free shipping to Alaska or Hawaii but we do offer UPS and USPS rates along with special price discounts.

** We cannot ship outside the United States, to PO Boxes, APO, or AFO addresses. **

avmountsonline.com ships all items via UPS Ground. UPS will deliver packages without requiring a signature for all orders under $300. In most cases, UPS will leave your package in a safe place if nobody is available to accept delivery although; it is at the Delivery Carrier discretion to leave the package. If the Carrier does not or cannot leave the package, a note will be left letting you know that a delivery has been made. 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 or contact customer service. If you require the order to be shipped without an invoice, please indicate this within the “Special Instructions” space as well. If you need to provide additional instructions for shipping, it is best to contact customer service prior to placing an order. We will attempt to honor all requests and instructions, but cannot guarantee we can honor all requests.

The map below shows the time a normal ground package takes for delivery. (Please note that the days shown are from when the package ships, not when ordered.) Delivery times are estimates and do not guarantee that a package will arrive within that time. Express shipping (1 day, 2nd day and 3 day select) do extend a transit time guarantee but, will not expedite the processing time, only the shipping times. All orders are processed in the order they are received. All orders should be delivered within the estimated time excluding weekends and holidays. When using the Express Shipping options please note that if the order is placed after 2 pm Eastern time, it may not ship until the following business day. We will make every attempt to process and ship all orders the same day they are received. If an order is placed before 2pm Eastern time it will ship the same day and will be delivered on the scheduled day excluding weekends and holidays. Please note that shipping times do not include weekends on air or ground packages. There is no Saturday delivery’s made and we do not offer a Saturday delivery option. Please keep this in mind when placing an order.

Delivery Schedule

All in-stock items ordered by 2 p.m. (Eastern Time) will ship same day excluding holidays and weekends.

Orders received after 2 p.m. (Eastern Time) will ship the next Business Day excluding weekends and holidays. 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 does not ship nor do our carriers deliver on Saturdays, Sundays or major holidays.

Once items have shipped we will email your shipping confirmation and UPS tracking number, it is the customer's responsibility to track delivery. You may track you order at any time by going to our Tracking Page or to www.ups.com and use their tracking page. Please let us know if delivery problems arise. It is always best to call UPS first. If they do not resolve the problem for you, we certainly will. You can reach Customer Service by sending an email to Help@avmountsonline.com or by calling 1-865-671-2023. Some of the items on our site may be listed as "Clearance or Open Box" and may not ship same day. If an item is a "Clearance or Open Box" item, the web page will indicate the extended shipping time.

Backorders

If an item suddenly becomes unavailable, the details of the backorder and information concerning the expected delivery date will be communicated to you by email. You may then choose to wait for the item or to be notified when the item is back in stock to replace your order. If an item will be back ordered more than 24 hours we will credit your purchase in full and will not charge your order until confirmed by the customer. As most items are continually restocked, backorders are not frequently an issue.

Damaged Items

If an item is delivered to you in unacceptable condition, do not reject 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 at Help@avmountsonline.com 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.

Our Sales Department handles product questions, telephone orders and changes to online purchases. You can reach a sales representative by phone at 1-671-2023 M-F 9:30 am to 5:30 pm EST, or by email 24 hours a day at Sales@avmountsonline.com. 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 37932.. Our Customer Service Department handles all questions and concerns that you may have about an existing order or previous order. You can reach 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 37932.