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Frequently Asked Questions
Posted by AVnest on 1/1/2011 to FAQ's

Order Processing

How long does it take to process and receive my order?
Can I cancel my order?
Can I add a purchase to my order?
How do I check the status of my order?
When will an out-of-stock product be available again?


Payment

What methods of payment are accepted?
Why is my credit card not working?
Do you accept international credit cards?
How are taxes calculated?


Shipping

Can my shipping address be different from my billing address?
Do you offer free shipping?
How do I find out what the shipping charges cost?
How does local delivery work and how much does it cost?
Do you issue tracking numbers for orders?
What do I do if the tracking number I was issued is not working?
Do you ship outside of Canada?


Product Warranties, Returns and Exchanges

What is your return/exchange policy?
What type of warranty do you offer?
Do you have a price protection policy?


Privacy and Security

What information do we collect and how do we use it?
How do I know my credit card information is secure?


Problems and Support

How do I contact AVnest?
Can I replace a lost invoice?


General

Why are your products priced so reasonably?
Are your products as good as the brand names?
What does CL2 refer to?
What does RoHS refer to?





Order Processing
 

How long does it take to process my order?
Orders are normally processed within 1-2 business days, If for any reason there is a delay we will notify you accordingly.

Can I cancel my order?
An order cancellation request must be received before we ship your order. To cancel an order within that time frame, simply reply to your order confirmation email as soon as possible requesting cancellation.

Can I add a purchase to my order?
Providing that your order has yet to ship, you can add to your order. In most cases the shipping charges will have to be reviewed and addressed accordingly therefore please contact us as soon as possible by simply replying to your order confirmation email specifying the changes required.

How do I check the status of my order?
You can check the status of your order by logging in to your account where you will find the status of your associated order. You can also acquire the tracking information by clicking on the “View Details” link beside the corresponding order. On some occasions our Tracking System may return an error which we are working on correcting therefore the solution would be to visit the CanadaPost.com website and paste your tracking number to receive the most current information.

When will an out-of-stock product be available again?
On most Out Of Stock products we will specify an ETA (Estimated Time Of Arrival) Date. Please note that this is only an estimate.





Payment 

What methods of payment are accepted?
We accept Visa, MasterCard and PayPal.

Why is my credit card not working?
Here are a few reasons why your credit card may be declined;
The name, number and or expiration date are incorrectly entered.
The billing address where your credit card statements are mailed to does not match the billing address you provided.
Your credit card may have an alert flag on record where a telephone call to your credit card financial institution issuer is required to authorize the purchase.
Your credit card limit may be exceeded should this purchase be authorized.

If everything is correct, and your card is still unable to process the payment, please contact the institution that issued you your credit card.

Do you accept international credit cards?
No, we only accept Canadian credit cards.

How are taxes calculated?
AVnest shall automatically charge and withhold the applicable sales tax for orders based on the tax laws of the province the product(s) are shipped to.

GST/TPS # 824371959
QST/TVQ # 4004538051





Shipping 

Can my shipping address be different from my billing address?
Yes, however your billing address must match the address where your credit card statement is mailed to.

Do you offer free shipping?
Yes, all purchases over $150.00 before applicable taxes automatically receive FREE SHIPPING via Canada Post Expedited Service anywhere in Canada. AVnest also insures every order we ship regardless of free shipping or not.

How do I find out what the shipping charges cost?
To view all of your shipping options and rates simply add the item(s) you wish to purchase to your cart and proceed to STEP 2 of checkout where you will receive your detailed shipping options and rates.

How does local delivery work and how much does it cost?
If you live in the Gatineau or Ottawa area, shipping is a flat $10.00 fee for purchases under $150.00 before applicable taxes. Purchases over $150.00 before applicable taxes automatically receive free shipping. Local Delivery is a Next Business Day service and in some cases we're able to deliver on the same day as your order date. If this is a possibility for us we would contact you in advance prior to attempting a delivery. Please specify what time of day would be best for us to attempt delivery in the order comments when checking out.

*Please Note: To meet the requirements for our Local Delivery Next Business Day service, online order(s) must be placed before 1:00pm Eastern Standard Time. Our Local Delivery Next Business Day service does not operate on Statutory Holidays, Weekends and is subject to weather, traffic, and distance conditions. We strive to do our very best to meet and exceed our Local Delivery Next Business Day service however in the event that we are unable to meet the Local Delivery Next Business Day service date, order(s) will be delivered the following business day. We reserve the right to make changes to our Local Delivery Next Business Day service conditions at any time and in no event shall AVnest be held responsible and or liable for not meeting our Local Delivery Next Business Day service terms.

Do you issue tracking numbers for orders?
Yes, you can acquire the tracking information by logging in to your Account and clicking on the “View Details” link beside the corresponding order.

What do I do if the tracking number I was issued is not working?
On some occasions our Tracking System may return an error which we are working on correcting therefore the solution would be to visit the
CanadaPost.ca website and paste your tracking number to receive the most current information. If the CanadaPost.ca website does not recognize your tracking number, please contact us immediately.

Do you ship outside of Canada?
No, at this time we only ship to Canadian residence.





Product Warranties, Returns and Exchanges
 

What is your return/exchange policy?
AVnest offers a 30 Day Money Back Policy from the date of receiving the product(s). We will gladly accept returns of products that are defective due to defects in manufacturing and/or workmanship. Fulfillment mistakes that we make resulting in the shipment of incorrect product(s) to you will also be accepted for return 30 days from the date of receiving the product(s). In the event of a fulfillment error on our part, AVnest will incur the shipping charges for returning the product(s) and resending the correct item(s). You must return the Product(s) to us in their original packaging. AVnest is not responsible for risk of loss, shipping and handling fees for returning or exchanging a product(s). This is solely your responsibility. No refund will be provided for the original shipping charges at the time of purchase. Additional fees may apply. Credit for partial returns may be less than invoice dollar amount or individual component price(s) due to bundled and or promotional pricing.

What type of warranty do you offer?
All purchases are entitled to the manufacturer's limited one (1) year warranty. AVnest does not offer any additional or independent warranty. In the event a warranty claim has to be made, AVnest will act on behalf of the manufacturer to resolve your warranty issues. Note: Warranty does not cover accidental damages caused by the end user.

Do you have a price protection policy?
AVnest is proud to announce a Price Protection Policy that provides our customers the peace of mind knowing that if a product they purchased at AVnest is offered on our website at a lower price within 30 days of the original purchase date, AVnest will gladly credit our customers back the difference. Note: It is the customer's responsibility to notify AVnest with all Price Protection requests.





Privacy and Security 

What information do we collect and how do we use it?
Being a verified and approved TRUSTe participant, TRUSTe Privacy Seals help consumers click with confidence by guiding them to trustworthy websites. More than 3,000 websites rely on TRUSTe industry best practices to help them make the right decisions about privacy and protecting confidential user information. Half of the top fifty websites are certified to TRUSTe's leading practices including, Disney, eBay, Facebook, Intuit, Microsoft and Yahoo. To find out more about our privacy, visit the link below.
https://privacy-policy.truste.com/verified-policy/www.avnest.com

How do I know my credit card information is secure?
Acting as AVnest's online credit card transaction merchant is PayPal. Safeguarding your financial and personal information is one of PayPal's most important priorities. That’s why PayPal automatically encrypts all sensitive information sent between your computer and their servers. When processing AVnest orders PayPal verifies that your internet browser is running a Secure Sockets Layer 3.0 (SSL) or higher where your information is protected by an encryption key length of 168 bits (the highest level commercially available). In addition, your personal information is stored on their servers and heavily guarded, both physically and electronically. To further shield your credit card and bank numbers, PayPal does not directly connect their firewall-protected servers to the internet, nor does it pass on your credit card information to AVnest.
Learn more about PayPal security.






Problems and Support
 

How do I contact AVnest?
For all customer service, technical and or sales support you can either submit a Customer Service request using our website alternatively you can email us at sales@AVnest.com or contact us Toll Free at 1.877.628.6378

Can I replace a lost invoice?
You can obtain a copy of your invoice and other order information by logging into your account and clicking on the “View Details” link beside the associated order where you will be taken to a detailed summary page with an option to print your invoice.





General 

Why are your products priced so reasonably?
We’re able to price our products low for 3 major reasons. 1) The fact that we do not have a physical storefront reduces our operating costs and in return we pass those savings on to our valuable customers. 2) We cutout the middle man and establish direct relationships with suppliers. 3) Most of our cables, adapters, and wall plates are not put together in colourful advertising packaging that eventually just gets tossed in the garbage. Instead we purchase these products in bulk with plain, neat and more environmentally friendly packaging.

Are your products as good as the brand names?
The products we carry are of equal quality, fabrication, and performance to the expensive brands found in retail stores not to mention our warranty backs it up!

What does CL2 refer to?
The CL2 classification is a rating for fire codes. All cables having the CL2 mark embedded on them are approved for in wall use from the Underwriters laboratories (UL).

CL2 Cables are manufactured with a slow burning outer jacket that meets fire codes. Cables classified with the CL2 rating are not affected in anyway by appearance or performance and can be used inside or on the outside of walls.

What does RoHS refer to?
RoHS refers to the Restriction of Hazardous Substances in Cables during the manufacturing process. This classification is primarily a European standard however it is quickly becoming a North American standard too. To learn more about this certification, please visit the following website
www.rohs.eu




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