Shipping policy

SHIPPING POLICY

Shipping Methods

House of Avana offers 4 types of shipping methods:

Option 1: FEDEX/DHL/UPS = Depending on delivery location, within the US, or outside, we ship globally, depending on budget approval of shipping charges by the client.
Option 2: LTL (Freight) = Depending on orders of bigger sized articles or bulk orders, depending on client’s specific needs and convenience.

Option 3: Air Cargo

Option 4: Postal Services (anywhere in the world where a Post Office exists, we ship)

Due to the weight and fragile nature of our products, we do not offer any kind of expedited shipping options.

Handling Charges
A handling charge will be added to account for cost of packing and preparing orders for shipment and is calculated as a percentage of the shipping rate.

Handling Time

From the day we receive an order, we typically take 1-5 days to ready a piece and prepare it for shipment. The number of days depends on the size of the piece and number of parts, time taken to give the final finishing touches, drying (might take 3-4 days extra during winter/snowy season) and packaging time.

We do not pack the parts/pieces till the surface is totally dry to avoid packaging material from sticking to the surface and leaving blotchiness.

Lead Times

If the ordered piece is in stock, shipping will take an estimated 10-14 business days maximum. In case of FedEx/Air Cargo, shipping will take 2-7 days, depending on location. All orders can ship only to the customer billing address unless otherwise approved by House of Avana.

Delivery Times
All delivery dates will based off the tracking number provided when the product is picked up and shipped out. Fedex packages can be tracked through the tracking number provided. Freight shipments will call one day before delivery to schedule the time for the shipment to arrive. All delivery dates and times are estimates. We highly recommend that you do not schedule your installer until you have received your product.

Delivery
When your order arrives, you want to be sure the quantities match what you ordered. To guarantee customer satisfaction, please make note of the following when receiving your order:

Visually inspect the condition and entirety of the shipment, make sure to note missing items or damaged materials. The order confirmation email you received lists all the materials and quantities you ordered. You will need to examine the shipment and count each item to make sure everything ordered has been received.
Unless specifically requested (additional cost,) all deliveries are curbside. This means that you (or someone able) must be home to take the material from the trailer to your home. The driver will only unload to the curbside and is not allowed to enter your home.
Once unloaded, it is recommended that you store the flooring material in the location where it is to be installed. This will serve two purposes: 1) it will allow the flooring material to acclimate and 2) it will reduce the number of times you will have to move the flooring. Boxes of flooring material can be heavy, depending on the product.
DO NOT let the driver leave until you have verified the material received is in good condition and that all material has been accounted for. Any damaged or missing items must be noted on your delivery receipt. If not noted, it increases the amount of time required to seek resolution. And in such cases, you will be required to file directly with the carrier. See our Return Policy for more information.

Conditions
Taking into consideration the many variables in shipping, we strongly recommend that you do not schedule your installer until after you have received your order in its entirety. Manufacture times, weather, supply-demand conditions and replacement shipping for damaged items are just some of the instances that may delay your order. Please schedule your installer to ensure you have allocated enough time to receive your order. We cannot be held liable for failure to meet scheduled install dates due to delivery. Delivery dates are approximate, and as such, cannot be promised under any circumstance. Please note that solid handmade sculpted hardwood pieces cannot be compared to consumer goods, factory-made home décor items or edible products. Hence, delivery of our products depends on weather conditions of New York City and Abidjan, Cote d’Ivoire – the 2 locations from where we ship. Before shipping any item, we always retouch and refinish the product to ensure a long-lasting impact and longevity of life for the product.

Truckload Orders
If you are planning on purchasing over 500 lbs of product in one order, please email us at info@houseofavana.com. We will work on customized quotes specifically for your order to ensure the most economical shipment charges for you.

Return Shipments
Once an order has been loaded and is in route to the shipping address, House of Avana will charge all applicable shipping fees as part of the return. The customer is solely responsible for all outgoing and return shipping costs. See our Return Policy for more information.

Direct Pickup

House of Avana offers direct pickup from our storage locations in both New York City and in Abidjan, with a prior appointment with the team. All online purchases made for direct pickup will be available for pickup within fixed number of days within purchase, as communicated by House of Avana team to the buyer. To ensure the security of your online purchase, only the person who made the purchase may pick up the merchandise at a store. We require 3 items of verification to pick up a direct purchase. You must provide your online sales receipt, a picture ID, and the credit card you used to make your purchase online before we will release the product from either of our locations. The name on the ID must match the name on the purchasing credit card.

Third Party In-Store Pickup Policy
If you would like for your contractor or a third-party to pick up your purchase, you will need to add that person to your order at time of purchase. This can be done during the checkout process via direct email to info@houseofavana.com with required ID proof of 3rd party mentioned. The person picking up the merchandise will need to provide a valid Government issued ID prior to House of Avana to facilitate releasing any merchandise to this person. A third-party can only be added to the order at time of purchase.

International Shipments

House of Avana ships globally. Within the US, we use USPS/UPS as well besides FedEx and DHL.

For International Shipments, we use FedEx/DHL, Postal Services, Air Cargo and Freight – all means, depending on our client’s preferences and demands. There can be additional brokerage fees, duty fees, and taxes in addition to shipping charges and these are paid by the customer.

International Shipment can require different packaging, as per international regulations or requirement depending on fragility of the product.

Special Order Products
Our special order products can take from 3 to 4 weeks to arrive depending on the product. If a product needs to be specially carved, it might take us 4-6 weeks from the day of the order to the delivery as all pieces are strictly hand carved.

Check the individual product page for more information on special order lead times.

Return policy

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Seller coupons & discounts

Combined item discount: 10% off w/ $999.00 spent

Shipping discount: Shipping weights of all items added together for savings.

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