Shipping & Returns

 

STANDARD DELIVERY AND PROCESSING

Most purchases are shipped within 5-7 business days upon receipt of order and payment processing. All furniture orders are shipped via consolidated freight. All non-furniture orders are shipped via UPS Ground or Fedex Ground.

RATES FOR NON-TRADE CUSTOMERS

Ave Home offers flat-rate residential entryway delivery at the following prices:

# of Items   Shipping Cost

1               $75

2               $150

3 or more     $225

 

The freight company will deliver your shipment to the shipping address on the ground level. You will be responsible for unpacking the item, assembling it, and moving it into your home.

Please note: this is not white glove delivery. If you require white glove, please contact us by emailing info@avehome.com and we will provide a shipping quote.

RATES FOR TRADE CUSTOMERS

Ave Home offers trade customers four options for shipping and calculates rates as a percentage of the order total. Percentages are based on the state to which the order is shipping and the order amount. The base percentage covers LTL shipments to a commercial location with a loading dock. After that, flat rate fees will be added to account for additional services (i.e. lift gate, inside delivery, or residential delivery). For details on shipping zones and how freight rates are calculated, view our Trade Shipping & Freight Rates.

When placing your order, you will need to select one of the four following freight options:

  1. LTL to Commercial Location – delivery to a commercial location that has the ability to remove the pallet from the back of the freight truck using a forklift, pallet jack, or dock.
  2. LTL to Commercial Location with Liftgate (+$50) – delivery to a commercial location in which a liftgate is needed to lower the pallet from the back of the freight truck to the ground. The pallet is then moved to the location by the customer.
  3. LTL to Commercial Location with Liftgate and Inside Delivery (+$100) – delivery to a commercial location in which a liftgate is needed to lower the pallet from the back of the freight truck to the ground and delivered to the door on the ground level.
  4. Residential Delivery (+$150) – delivery to a residential address in which a liftgate and hand truck will be used to bring the pallet to the threshold of the home. The customer is responsible for unpacking the item, assembling it, and moving it into the home. This is not white glove delivery.

Please note: Our standard trade shipping options do not include white glove delivery. If you would like us to provide a quote for white glove, please email info@avehome.com.

In effort to contain shipping charges paid by the customer, purchases with backordered items will be held until all backordered items have arrived unless requested by the customer.

If you have any questions or concerns about how shipping charges are calculated on your order, our Customer Service team will be happy to assist you. Please feel free to contact us at info@avehome.com or call us at 504.459.4909. We are available to assist you Monday through Friday from 9 am to 4 pm (CST).

LOCAL DELIVERY AND PICKUP

Customers in New Orleans and surrounding areas may pick up orders at the Ave Home warehouse free of charge by appointment only. The warehouse is located at 2604 Piedmont Street Kenner, LA 70162. Hours for pick up are 9 am - 12 pm and 1 pm - 4 pm (CST) Monday through Friday. Please call 504-459-4909 to schedule a pickup time and ensure your order is ready when you arrive.

P.O. BOXES

Sorry, but we do not ship to P.O. Boxes at this time. All orders must be shipped to a physical address.

SHIPPING TO ALASKA AND HAWAII

For shipments to Alaska and Hawaii, contact our Customer Service team by phone, 504-459-4909, or email, info@avehome.com.

INTERNATIONAL ORDERS

For shipments outside of the United States, please contact our Customer Service team by phone, 504-459-4909, or email, info@avehome.com. All items ship from within the United States. Prices are shown in US dollars. Please note that brokerage fees, import taxes and/or duties may be assessed by the shipping carrier, and are the responsibility of the customer.

PRODUCT AVAILABILITY

We make every effort to display the most current and accurate product inventory information on the ordering form and on the website. If an item is not available for immediate shipment, you will see a future shipping timeframe when you view that item on your order form.

PRICING POLICY

Availability, prices and delivery rates are subject to change. Ave Home has made every effort to ensure accurate information is presented in our catalog and on our website; omissions and errors are subject to correction.

ORDER CHANGES OR CANCELLATIONS

If you would like to modify or cancel an order, please email info@avehome.com within 24 hours of placing your order. We cannot guarantee the ability to cancel your order if it has already shipped.

RETURNS

If you are not satisfied with your order, please contact us and we will do our best to make it right. We accept returns and exchanges on most purchases, however, due to the size of most of our items, return shipping and restocking fees of up to 25% of your purchase total may apply. Original shipping costs are non-refundable. Any fees will be deducted from the total refund amount.

Time to Return Product: Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

DAMAGE CLAIMS

Damages to the merchandise while in transit or defects in manufacturing are rare, but occasionally they do occur. In the event that your furniture arrives with any sort of damage or defect, we’ll make it right. We ask that you fully inspect your furniture at the time of delivery and note any imperfections within three business days of receipt. If there are noticeable damages to the packaging at the time of delivery, please note “damage” or “concealed damage” on your furniture delivery documents and refuse your delivery. If a customer finds it necessary to return an item due to damage, please submit photography and written description to our Customer Service team by emailing info@avehome.com within three business days of receipt.

All shipments must be opened and thoroughly inspected before signing the Proof of Delivery. If you are unable to open the shipment at the delivery time, please sign “SUBJECT TO INSPECTION” and note any damage to pallets, boxes, or any other packing materials on the Proof of Delivery. Claims cannot be accepted if the Proof of Delivery is signed free and clear of damage.

All damage must be reported to Ave Home directly within 3 business days of receipt of merchandise. Please do not discard original packing materials or product. Claims must be submitted by email along with invoice and item number, details of merchandise damage, and photos of the damage and packaging. Notification of damage without images will not be accepted. Please allow 3-5 business days for Ave Home to process your claim. If your claim is accepted and processed, please allow ample time for pick-up of the damaged item, as it will go through a claims process.

We understand that receivers, employees, etc. may be receiving and opening an order. Please be sure to relay our policies to anyone who may be receiving your order so they may notify the appropriate person to contact Ave Home within the damage claim window. If damages are not reported within the claim window, we cannot guarantee a return, refund, or product replacement.

If you refuse your furniture delivery due to damage or manufacturing defect, the furniture will be brought back to the local delivery terminal. We will then review and evaluate the condition of the piece, so that we can determine how to resolve the issue to your satisfaction. We ask that you please call our Customer Service team at 504.459.4909, or email us at info@avehome.com, if there are any issues at all with your furniture delivery. We’ll assist you promptly.

Returns are refunded in the original payment form for the merchandise price, including shipping charges. Taxes charged are refunded in accordance with state and local laws.

DEFECTIVE OR MISSING PRODUCT

If you find that there is an issue with your product that is not related to shipping damage (i.e., loose latch, missing hardware) you have 30 days to report this to Ave Home. Once the 30-day window has passed, we cannot guarantee a refund, credit, or reimbursement for repair, as it cannot be verified whether the defect resulted from use or not. AVE Raw items are exempt from this unless kept in their raw form as the chain of custody or actions taken on an item (removal of hardware, etc.) cannot be verified once the finishing process begins.

Questions? Contact our Customer Service team at 504.459.4909 or info@avehome.com. Our Customer Service team is available Monday through Friday from 9 am to 5 pm CST.