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 Customer Service by sending an email to Help@avmountsonline.com or by calling 1-865-671-2023.
Backorders
If an item becomes unavailable, 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 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.
Tax Charges
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.
Warranties
All items on this web site are new and unused. 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)
Return and Exchange Policy
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 avmountsonline.com. Any item returned 1 month or more after the RMA was issued, will be rejected and returned to the sender.
* There is an exception to the 30 day return policy in the case of clearance, open box and special order items. All sales on these items are final and can not be returned for refunds. We ask that customers considering purchasing any of these items contact customer support for information on the product to confirm compatibility and application. We can not take back items due to problems with compatibility or application problems. Open Box items are offered at a discount and are as stated in the product description as open box items. Due to the nature of the item(s) they are not new products and are not eligible for our standard return policy.
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.
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 is
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 an 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 can not 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 Service within 10 days of delivery. If an item is discovered to be defective after 10 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 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.
Contact Us
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 10:00 am to 5:00 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, previous order, and all product questions you may have. Contact Customer Service by telephone at 1-865-671-2023 M-F 10:00 am to 5:00 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.
To Request Shipping Information or the Status of an Order
Tracking@avmountsonline.com
Please include your order number.
To Report a Damaged or Defective Item
Help@avmountsonline.com
Please include Order Number, Name of Item, and Part Numbers from Assembly Instructions.
To Request to Cancel an Order
Cancel@avmountsonline.com
Please review our Cancellation Policy
before sending a request to cancel an order.
To Request an RMA to Return an Order
Returns@avmountsonline.com
Please review our Return Policy before sending a request for a RMA return authorization number.
To Inquire on a Pending Refund
Refunds@avmountsonline.com
