Shipping policy
Thank you for shopping with Avenora Goods. This Shipping Policy explains how orders are processed, shipped, tracked, and delivered. By placing an order with us, you agree to the terms below.
- Shipping Destinations
- We currently ship to: the United States, Canada, Australia, and New Zealand Shipping availability may vary by product, supplier, warehouse, carrier, destination, inventory status, and legal restrictions. If we are unable to ship to your location after an order is placed, we will contact you and may cancel and refund the affected portion of the order.
- International orders (Canada, Australia, and New Zealand): your order may be subject to import taxes, duties, or customs fees levied by your country. These charges are set and collected by your local customs authority or carrier on delivery and are the responsibility of the customer — they are not included in our prices or shipping charges.
2. Order Processing Time
Orders are typically processed within: 1–3 business days Processing time means the time required to verify your order, prepare the product, submit the order to a warehouse or fulfillment partner, perform quality or availability checks, and hand the package to a carrier. Processing times may be longer during: - Holidays - Sales or promotional periods - Product launches - High order volume - Supplier delays - Inventory checks - Weather events - Carrier disruptions - Customs or import review - Address verification issues Orders are generally not processed on weekends or public holidays unless otherwise stated.
3. Estimated Delivery Time
Estimated delivery time is: 5–11 business days after dispatch (most orders arrive within this window; some may take up to 20 business days during peak periods or customs delays) Delivery estimates begin after order processing is complete and the package has been handed to the carrier. Delivery times are estimates only and are not guaranteed unless a specific guaranteed shipping service is offered and purchased at checkout.
4. Shipping Rates
Shipping rates, if applicable, are calculated and displayed at checkout. Shipping costs may depend on: - Delivery destination - Product weight - Product dimensions - Carrier availability - Shipping method - Warehouse or supplier location - Order value - Promotional shipping offers We may offer free shipping, flat-rate shipping, promotional shipping, or paid expedited options when available. Shipping fees are generally non-refundable unless required by law or unless the issue was caused by our error.
5. Third-Party Fulfillment and Multiple Shipments
Some products may be shipped directly from third-party suppliers, manufacturers, warehouses, logistics providers, or fulfillment partners. Dropshipping / third-party supplier status: Yes. Our products are shipped directly by third-party suppliers and fulfilment partners, primarily from warehouses located outside the United States If your order contains multiple items, they may ship separately and arrive in separate packages, possibly on different dates. You may receive more than one tracking number. Separate shipments do not necessarily mean items are missing.
6. Tracking Information
Once your order ships, you may receive a shipping confirmation email with tracking information. Tracking updates may take time to appear after the carrier receives the package. In some cases, tracking may not update until the package reaches a regional sorting facility or destination country. If you have not received tracking after the expected processing period, contact us at: support@avenoragoods.com Please include your order number.
7. Delays
While we work to ship orders promptly, delays may occur due to circumstances outside our control, including but not limited to: - Carrier delays - Supplier delays - Customs inspections - Weather events - Natural disasters - Labor disruptions - Holidays - Peak-season volume - Incorrect or incomplete addresses - Payment verification - Inventory shortages - Import restrictions - Public health events - Other logistical disruptions We are not responsible for carrier, customs, or supplier delays, but we will do our best to help investigate and support a reasonable resolution.
8. Address Accuracy
Customers are responsible for entering a complete and accurate shipping address at checkout.
Please review your shipping information carefully before placing your order.
We are not responsible for delays, lost packages, failed deliveries, or extra costs caused by incorrect, incomplete, outdated, or undeliverable addresses provided by the customer. If you notice an address error, contact us immediately at support@avenoragoods.com. Address changes are not guaranteed once an order has been processed, packed, shipped, or submitted to a fulfillment partner.
9. Undeliverable, Refused, or Unclaimed Packages
If a package is returned, refused, unclaimed, rejected by customs, or marked undeliverable, we may contact you to arrange a resolution. Depending on the situation, options may include: - Reshipment after payment of additional shipping costs - Refund minus original shipping, return shipping, handling, customs, and non-recoverable costs - Store credit - No refund if the package is not returned to us or our fulfillment partner We are not responsible for packages refused or unclaimed by the customer, packages rejected due to unpaid customs fees, or packages that cannot be delivered due to incorrect address information.
10. Lost or Stolen Packages
If your tracking information shows that your package was delivered but you did not receive it, please: 1. Check around your delivery location 2. Ask household members, neighbors, building staff, mailroom staff, or front desk staff 3. Check for carrier delivery notes 4. Contact the shipping carrier directly 5. Contact us at support@avenoragoods.com with your order number and tracking number We will do our best to assist, but we are not responsible for packages marked delivered by the carrier that are lost, stolen, misplaced, or taken after delivery. If available, we may help you submit or support a carrier investigation or claim, but claim approval is not guaranteed.
11. Damaged Packages
If your package arrives visibly damaged, please take photos before opening it if possible. If the product inside is damaged, defective, or incomplete, contact us at support@avenoragoods.com as soon as possible with: - Order number - Tracking number - Photos of the product - Photos of the packaging - Photos of the shipping label - Description of the issue We may use this information to investigate with the carrier, warehouse, supplier, or fulfillment partner.
12. International Shipping, Customs, Duties, and Taxes
For international orders, you are responsible for any customs duties, import taxes, VAT, brokerage fees, tariffs, or other charges imposed by your country or region unless otherwise clearly stated at checkout. Customs authorities may delay, inspect, open, or reject packages according to local laws. We are not responsible for customs delays, customs fees, import restrictions, or packages refused due to unpaid customs charges. If a package is returned due to unpaid customs duties, refusal, import restriction, or failure to collect the package, any refund may be reduced by shipping fees, return shipping, customs fees, handling costs, and other non-recoverable expenses.
13. Shipping Restrictions
Some products may be restricted or unavailable in certain locations due to: - Carrier limitations - Import/export rules - Product regulations - Supplier restrictions - Size or weight limitations - Hazardous material restrictions - Local laws If a product cannot be shipped to your location, we may cancel and refund the affected item.
14. Preorders and Backorders
If we offer preorder or backorder products, estimated shipping dates will be listed on the product page or communicated to you. Preorder and backorder dates are estimates and may change due to supplier, manufacturing, customs, or carrier delays. If a delay occurs, we may contact you with updated information or options.
15. Contact Us
For shipping questions, contact us at: Avenora Goods Email: support@avenoragoods.com Mailing Address: 1853 Hubbell Drive, Mount Pleasant, SC 29466, United States