Printing and Packaging Time:
Avsoft ships all retail orders to customers within 3 business days (excluding weekends) of receiving the order.
If an order comes in after Noon (1200) MST, it will be put into the grid on the next business day.
Orders are only printed Monday through Friday, and may be on hold during some holiday periods.
Note: Large orders, such as those for corporate customers, may take longer to print and package, depending on volume of the order and the production schedule.
Shipping and Transit Time:
All orders are shipped Monday through Friday from Aurora, CO, USA.
Retail US Customers:
Orders are shipped UPS Ground only and have an average shipping transit time of 2 to 5 business days.
Note: Shipping times will be longer than average if UPS experiences delays due to weather, holidays, etc.
Retail Canada Customers:
Orders are shipped USPS Priority only and have an average shipping transit time of 6 to 10 business days.
Note 1: Shipping times will be longer than average if USPS experiences delays due to weather, holidays, etc.
Note 2: Avsoft ships this way in order to save the customer the added expense of having to pay an extra customs fee to retrieve the package.
Retail International Customers:
There are several shipping options:
UPS Worldwide Express – shipping transit time of 1 to 3 business days, per UPS website
UPS Worldwide Expedited – shipping transit time of 2 to 5 business days, per UPS website
USPS Priority International – shipping transit time of 6 to 10 business days, per USPS website
Note 1: Shipping times will be longer than average if the carrier experiences delays due to weather, holidays, etc.
Note 2: Avsoft cannot track USPS Priority International packages once they have reached their destination country; customers who select this shipping option must consult their local post office if package tracking is required.
Note 3: Customers who choose USPS Priority International must sign a waiver of liability (customer assumes all risk including loss of order while in transit).
New: Customers who choose USPS Priority International who have lost or damaged products will ONLY be refunded the cost of the product.
Corporate Customers:
In addition to the options listed above for Retail Customers, Corporate Customers also have the option of using their own DHL, FedEx, or UPS shipping account numbers.
Product Returns:
1) If customer wants to return a product, they must send an email to sales@avsoft.net requesting a Return Merchandise Authorization (RMA) number within 30 days of the date of the purchase.
The email must include 1) the date of purchase on the sales receipt, 2) the receipt number, and 3) a list of the products that will be returned.
2) The customer must ship the products they wish to return with a copy of the original sales receipt back to Avsoft.
The RMA number must be clearly written on the outside of the package.
Packages received without an RMA number will not be refunded.
The customer is responsible for the cost of returning the products.
Avsoft highly suggests that customers return products using a shipping service that allows the package to be tracked.
3) Avsoft only issues a refund when returned products are received in their original, undamaged condition.
Avsoft will refund the cost of the returned products only to the credit card used for the purchase.
Note 1: The original shipping cost that was charged will not be refunded under any circumstances.
Note 2: Custom products and large scale poster sets are not refundable.
Note 3: If the product is not returned within 30 days after the customer receives the RMA number, the product is not refundable.
Lost Packages:
1) If a customer does not receive a package, they should first contact UPS or USPS and provide the package tracking number so that the carrier can investigate.
Note 1: If a customer does not have a package tracking number, they should email sales@avsoft.net and include the sales receipt number for the missing package in the email.
Note 2: UPS investigation process can take up to 8 days
2) If the carrier cannot locate the package, the customer should email sales@avsoft.net.
3) If Avsoft confirms that the package was indeed lost, Avsoft will:
A. Reship the order (please note- Avsoft understands the customer may need the item for training but Avsoft must allow UPS or USPS to make a reasonable attempt to find the lost package first).
OR
B. Issue a refund for the order (please note- Avsoft does not refund the original shipping cost)
Retail International Customers:
Avsoft does not refund or reship lost USPS Priority International packages, this applies to both lost and damaged packages.
All customers who select USPS Priority International have to sign a waiver form that states this information.
Damaged UPS Packages:
1) The customer must email photos of the damaged box or tube, and photos of the damaged product/s to sales@avsoft.net within 30 days of the date of sale.
If the customer does not provide evidence of damage, Avsoft will not reship or refund.
2) If Avsoft deems the claim to be legitimate, Avsoft will either:
A. Reship the damaged item(s)
OR
B. Issue a refund for the damaged item(s)
Customer Provides Incorrect Shipping Address on Order:
The customer must notify UPS or USPS to see if the carrier can track the package and correct the address.
If the carrier cannot track the package and correct the address, the customer must place another order with Avsoft.
Avsoft does not reship or refund orders in which the package is lost due to an incorrect shipping address provided by the customer.
If a package is returned to Avsoft, Avsoft will notify the customer.