Shipping and Returns

SHIPPING

  • Business days are Monday through Friday, excluding weekends and holidays. Non-business days are not counted in delivery times.
  • If an order is placed over a weekend or on a holiday, it will be processed the next business day.
  • Most in-stock items ship within 1 business day if ordered before 2:30PM CST
  • Products may ship in multiple boxes, ship from multiple warehouses across the US and arrive on different days depending on the ship method. This is done at no extra charge so we can give you a better and more economical service
  • We will only ship to the credit card billing address or an approved alternate shipping address. We do not ship to PO boxes.
  • AVLX’s Standard Shipping may include one of, or a combination of, Fedex Ground or UPS Ground.

 TRANSIT TIMES – STANDARD & GROUND SHIPPING

  • Packages shipped via Fedex or UPS are typically delivered to each region in the times listed below. A more specific delivery time will be provided during checkout. 
  • Delivery to rural or extended areas and items delivered by Truck Freight may take extra days to deliver.
  • Special orders & truck freight shipments may take longer depending on the items.

North East   2-3 business days
Mid-Atlantic   2-3 business days
South East   1-3 business days
Mid-West   2-3 business days
South West   3-5 business days
North West   4-5 business days

LOST/DAMAGED SHIPMENTS

  • We try our best to prevent damage to all packages during transit by packing each order carefully. From time to time, though, damage will occur despite our precautions.
  • For items shipped through a freight carrier, do not sign for or otherwise accept any items with physical damage. These items should be refused and returned to us (see the Freight Handling Disclaimer for more information).
  • For items shipped through a parcel carrier (eg. USPS, UPS, FedEx), if you receive an item that has been damaged in transit please call us within 72 hours of receipt and we will have a new product sent to you.
  • Please hold on to the original item, including the packaging and packing material, because in many cases the carrier will want to inspect the items during the claims process. A representative of the carrier may contact you to set up a convenient time to inspect and pick up the package for return. If no one comes to inspect the package, or they do not take it with them when they do, please call us and we will send you a UPS Return Tag to send the damaged product back to us.
  • If you have not received your order even after the tracking shows it was delivered, contact us within 15 business days.

UNDELIVERABLE OR REFUSED SHIPMENTS

  • Packages will be returned to us by the carrier if they cannot be delivered due to incomplete or incorrect addresses, are not picked up from a Fedex or UPS facility, or if the recipient refuses delivery. 
  • All packages returned to us for the above reasons can take up to 3 weeks to be processed. We may charge you a 10% restocking fee at our discretion.

RETURN POLICY

HOW TO RETURN A PRODUCT

  • To return a product, log in to your account to access your Order History. Click details on the order with the item(s) you wish to return, then click the “Start a Return” button. You can also call us at 1-615-251-9103. Returns must be initiated within 30 days from purchase date. We will issue a Return Merchandise Authorization (RMA) number, which is required to process your return.  Products (including packaging) must be returned in new, resalable condition. Some products can’t be returned –(we need a list of non returnable items)
  • If we sent you a different product from the one you ordered, or a defective item, please contact us using the information above within 30 days from purchase date.  We will replace the product and process your return at no charge. If for any other reason you need to return an item, you are responsible for all return shipping charges.  Please check all merchandise for damage or defect when you receive your order, and before the item is used.
  • In the case a replacement product will be sent to you, we will send you a Fedex or UPS Return tag to return the incorrect/defective product back to us.  Otherwise, when shipping an item back to us, we recommend using a shipping method that offers signature confirmation, tracking, and insurance, as we are not responsible for lost or damaged packages.
  • Please note that replacement orders will be cancelled if there is no movement on the return label within 10 business days of the return label being created.

Return merchandise packages should be shipped after contacting our returns department per the above instructions to our returns address below:

AVLX
Attn: Returns
123 Southeast Parkway Court
Unit 130
Franklin, TN 37064

In the event of a defect that occurs outside our return policy, but within the manufacturer warranty, please contact the manufacturer directly to process your return.  The manufacturer will have sole determination of the outcome of the claim.

If your return has not been processed within 3 weeks, please contact us atreturns@avlx.comso we may check the status of your return.

ADDITIONAL INFORMATION

  • Returns will only be accepted within 30 days from purchase date, and ONLY if a Return Merchandise Authorization (RMA) number has been issued. AVLX reserves the right to refuse any package returned to us without authorization. Returns will be processed within ten (10) business days of receipt (not including weekends, holidays, and the day the package is delivered). Refunds will be issued back to the original form of payment. If the original form of payment is no longer valid, the refund will be issued in the form of store credit applied to your avlx.com account. Store credit is not redeemable for cash.
  • Customers are responsible for all return shipping charges unless they receive an incorrect (we shipped the wrong product) or defective item.
  • When shipping an item back to us, we recommend that you use UPS, FedEx or any other carrier that offers signature confirmation and insurance, as we are not responsible for lost or damaged packages. Only the signature of an AVLX employee will suffice as proof of delivery. The customer agrees to bear all shipping and insurance charges, and all risk of loss during return shipment.
  • We will not accept a return of an item that is damaged or defective if it has been used/installed please inspect all orders as soon as you receive them and contactreturns@avlx.comwithin 72 hours.
  • If the product is damaged during shipment, ExtremeTerrain.com will replace the product at no charge.
  • In the case a replacement product was sent, we will send you a UPS return tag to return the product back to us. If the original item is not returned within 30 days the customer will be responsible for the cost of the replacement item that was sent.
  • If any component of the returned product is missing, we reserve the right to reject the entire return or impose additional charges for replacement of the missing component(s). The condition of the product will be determined at our discretion. Products sent back with damaged or missing packaging will be refused or returned to you at your expense. There are certain items that cannot be returned. For a list of those products, please see “Non-Returnable Products” below.
  • AVLX reserves the right to change or amend the return policy and procedures at any time without notification. 

MANUFACTURER WARRANTY CLAIMS 

  • In the event of a defect that occurs outside our return policy, but within the manufacturer warranty, please contact the manufacturer directly to process your return. The manufacturer will have sole determination of the outcome of the claim. 

DAMAGED SHIPMENTS

  • We try our best to prevent damage to all packages during transit by packing each order carefully. From time to time, though, damage will occur despite our precautions.
  • If you receive an item that has been damaged in shipping, please call us within 72 hours of receipt and we will set up a Fedex or UPS claim for the product. Once this claim has been processed by Fedex or UPS, we will reach out to you to return the product and send out a replacement.
  • We may request pictures to further assist with the completion of the claim.
  • Fedex or UPS will reach out to you after the claim has been filed over the phone; please provide a reliable contact number when setting up your damage claim.

UNAUTHORIZED RETURNS

  • If you return a product without first contacting our Returns Department atreturns@avlx.com for a Return Merchandise Authorization (RMA) number, it will take up to 3 weeks to be processed and we may charge you a 10% restocking fee at our discretion.
  • If your unauthorized return has not been processed within 3 weeks, please send an email to returns@avlx.com.

UNDELIVERABLE OR REFUSED SHIPMENTS

  • Packages will be returned to us by the carrier if they cannot be delivered due to incomplete or incorrect addresses, are not picked up from a UPS facility, or if the recipient refuses delivery. 
  • All packages returned to us for the above reasons can take up to 3 weeks to be processed. We may charge you a 10% restocking fee at our discretion.