Q. How long will it take to ship my order?
A. The majority of products sold on our website have a 1-3 day processing time to prepare each order for shipment. In some cases this can take up to 5 days especially with the wide range of different colored components we sell such as hubs, headsets and bottom brackets. Many of these require some assembly prior to shipment so please allow extra time for this.
Q. How do I track my order once it's shipped?
A. Once your order ships you will receive an automated email from ShipStation, our shipping platform with tracking information (please check your SPAM folder if you don’t see this).
Q. What shipping methods are available?
A. We ship the majority of orders using USPS First Class Mail (both domestic & International) which provides cost effective rates, especially to overseas locations. However, USPS is not the fastest shipping service and can take a week or more to reach some locations in Europe, Asia and Australia so please bear this in mind if you are in a rush, and select one of our expedited shipping options. The tracking options available with USPS International shipping can also be more limited, so again, if this is important please select one of our upgraded shipping options.
Q. How do I add insurance to my order or make a claim?
A. If you selected optional insurance for your purchase (which is done at the final checkout stage) this is provided by Shipsurance and covers you for loss or damage of packages in transit. Please note that Shipsurance will only allow claims to be submitted after 20 calendar days for domestic shipments, and 40 calendar days for International shipments. More information or to make a claim can be found here.
Q. What happens if my order gets held up in customs?
A. While we’re more than happy to ship anywhere in the world, orders do sometimes get held up in customs or with foreign postal services. Both of these are outside of our control and are the responsibility of the customer to follow up on any delay with their local postal service to expedite a package stuck in customs or additional duties that may be payable.
Q. Can you mark down the declared value of the package to reduce customs charges?
A. Sure, just drop us an email and ask!
Q. What system do you use for order processing and payment?
A. Our website (like thousands of other eCommerce sites) is hosted by Shopify and all payments are processed securely through the Shopify platform.
Q. What can I do if my payment gets declined?
A. Transactions can be declined due to issues with overseas shipping addresses, or where a shipping / billing address do not match. Please contact us if you are having issues processing a payment and we can help resolve this or provide an alternative method of payment.
Q. How do currency conversions work eg; when I get a refund?
A. We're a US based company so all transactions are handled in USD/$$ and then converted to your local currency by your credit card provider. The currency conversion on our website uses a live lookup to convert our sales price in USD/$$ to 5 additional major currencies. Please note that this is for your guidance only and you will still be billed in USD/$$ so there may be a slight discrepancy between the price shown and what you are actually charged by your credit card company. Any issues with currency conversions are outside of our control. Any refunds will be issued directly in USD/$$ for the same amount that you paid for the product in question, but again due to currency changes the exact amount you receive may be different to what you paid.
Q. Do you ship anywhere in the world?
A. At AVT we specialize in shipping worldwide and will ship the majority of product available on our website to anywhere in the world. This includes Chris king, White Industries, Phil Wood, Paul Components and more. There are however some restrictions for specific brands such as ENVE which we cannot ship outside of the USA. Please refer to specific product pages for any details on shipping restrictions.
Q. Can I return an item I purchased?
A. Should any item fail to meet your expectations, you may return it within 30 days for exchange or refund of the purchase price, with the exceptions below. In the event that you receive a defective product or we make an error in your shipment, we will replace it at no cost to you and pay for the return shipping as well. When returning non-defective items or when there was no error on our part, we will still gladly accept your return and the return shipping cost is yours in that case.
