Our Shipping Policy
We aim to make delivery as smooth and convenient as possible. Learn how we ship your orders, what to expect during delivery, and how our cancellation policy works once an order has shipped.
Getting Your Order to You
Avonley serves customers across North America. Depending on the product's size, weight, shipping requirements and delivery address, your order may be shipped through a ground parcel carrier or a Less-Than-Truckload (LTL) freight carrier.
Shipping Methods
Ground Parcel Shipping
Smaller and parcel-eligible items are generally shipped using ground parcel services. The carrier and service selected may vary based on the product, package dimensions, destination and shipping requirements.
LTL Pallet Shipping
Large, heavy, bulky or freight-eligible items may be shipped on pallets using a Less-Than-Truckload (LTL) freight carrier. This method allows larger products to be transported through freight networks.
The shipping method is determined by the characteristics of the item and the logistics requirements for the destination. Not every item is eligible for parcel delivery.
Shipping and Delivery Timeframes
Delivery timelines can vary depending on the carrier, shipping service, destination address, distance, product dimensions, freight handling requirements, weather and other transportation conditions.
Ground parcel shipments and LTL freight shipments may have different transit times. Freight shipments can require additional coordination before final delivery.
Please note: Delivery estimates are not guaranteed unless explicitly confirmed otherwise. Carrier delays, transportation disruptions and delivery-location requirements may affect the actual arrival date.
Please ensure that the shipping address and contact information provided during checkout are accurate and complete. Incorrect or incomplete information may result in delivery delays or additional carrier charges.
LTL Freight Delivery and Appointments
LTL pallet deliveries generally require delivery coordination. When an appointment is required, the freight carrier will contact the customer directly using the contact information provided with the order to arrange a suitable delivery date and time window.
For a smooth freight delivery experience, customers should:
- Provide a valid phone number and accurate delivery address.
- Respond promptly to calls or messages from the freight carrier.
- Coordinate and confirm the delivery appointment directly with the carrier.
- Ensure that someone is available to receive the shipment at the agreed time.
- Check whether the delivery location can accommodate a freight truck and pallet delivery.
Important: An LTL shipment may not be delivered until the required appointment has been arranged. Failure to respond to the carrier, missed appointments or access restrictions may cause delays and could result in additional carrier fees, where applicable.
Standard freight delivery generally means delivery to the carrier's designated delivery point or service level. Inside delivery, room-of-choice placement, assembly, unpacking and removal of packaging are not included unless expressly stated in the product listing or shipping arrangement.
Tracking and Receiving Your Order
Where tracking information is available, it will be provided through the applicable order or shipping notification. Tracking updates and delivery arrangements are managed in accordance with the carrier's systems and procedures.
Please inspect your shipment upon arrival. If the packaging or product appears damaged, document the condition with photographs and notify the carrier and Avonley as soon as reasonably possible. Retain the packaging and shipping documents while the issue is being reviewed.
If your shipment appears delayed, tracking has not updated, or the carrier has attempted delivery, contact us for assistance. We will work with the relevant carrier as appropriate.
Order Cancellations After Shipment
Once an order has shipped, it cannot be cancelled through Avonley as a standard cancellation. The shipment has entered the carrier's transportation network, and stopping or returning it may not be possible.
If you request cancellation after shipment, we may contact the carrier to determine whether interception, return to sender or another cancellation arrangement is available. Any such request is subject to the carrier's approval, operational limitations and applicable shipping terms.
If the carrier permits the shipment to be cancelled or returned, the order may be refunded after the return or cancellation arrangements have been confirmed and any applicable charges have been determined.
Shipping Costs and Refund Deductions
Where a post-shipment cancellation or return is permitted by the carrier, the refund will be reduced by the applicable forward shipping cost (the original delivery cost) and reverse shipping cost (the cost of returning or redirecting the shipment), to the extent permitted by applicable law and the terms disclosed at purchase.
For LTL pallet shipments, these costs may be substantial because of freight transportation, return logistics and handling requirements. Any applicable deductions will be communicated or itemized when the refund is processed.
A cancellation request does not guarantee that a shipment can be stopped. If the carrier cannot intercept or return the shipment, the order may remain subject to the applicable delivery and return procedures.
Delivery Address and Customer Responsibilities
Customers are responsible for supplying accurate delivery details at checkout and for coordinating with the carrier when appointments or additional delivery information are required.
If an order is delayed, returned or requires additional delivery arrangements because of an incorrect address, unavailable recipient, missed appointment or location restriction, additional costs may apply where permitted by law and disclosed in the applicable terms.
Please contact Avonley promptly if you identify an error in your delivery information. If the order has already shipped, changes may depend on carrier approval and may incur additional charges.
Need Help With Your Delivery?
If you have questions about shipping, tracking, freight appointments or a delivery delay, our team is here to help. Please include your order number when contacting us so we can assist you more efficiently.
Contact AvonleyThis policy is subject to applicable law and the terms of your purchase. Any mandatory consumer rights remain unaffected.
