What is AVA's shipping policy?
AVA provides free, standard shipping on all orders over US$99. If you would like expedited shipping or pickup, these can be selected at checkout. All other shipping options are calculated after the shipping address has been entered.
Where do you ship to?
We are based in Canada and currently ship within Canada and the United States only. We will be working on shipping to European and Asian countries throughout 2021. However, because each country has different rules and regulations, this timeline will depend on where you live. If you’d like to see AVA Byte in your own country, please help us out by sharing the country you’d like to see it in here!
When will my order ship and be delivered?
Currently, pod packs are available for order and ship out within 2-4 days of ordering. The Byte is available for pre-order and the next 100 units will ship in December 2020, with the remaining shipping in January and February 2021.
For every order from AVA, you will receive an email with a tracking number and link to track your product. From this email, either enter your tracking number on the shipping courier’s website or click on our tracking page link to see your shipping status.
Do you provide local pickup as an alternative to shipping?
If you are based in Vancouver, Canada, you can email us to arrange for pickup at our office during regular working hours. We are located on 2409 E Pender St, Vancouver, BC V5K 2B2 and pick-up is available between 9 am and 5 pm PST on business days.
Are all shipments delivered with no signature required (NSR)?
Due to COVID-19, each courier has different policies regarding NSR. AVA follows whichever procedure the courier has chosen.
What happens if the product I ordered is on backorder?
We will provide you with specific product updates and you will be given the option for a refund or to be put on the waitlist.
What if my item(s) arrive damaged or incorrect?
Please fill out this form. We will reach out to you and the courier to learn more about the damage or send the correct order if you received an incorrect item.
Does AVA offer expedited shipping services?
Yes, expedited shipping can be selected at checkout. You will be charged for the expedited shipping, should you chose to select it.
How much does shipping cost?
Shipping costs will vary depending on where you are ordering the product to and what you are ordering. For any orders over US$99, you receive free standard shipping. If you would like expedited shipping, then you can select this option at checkout for an additional charge.
My package was returned to the sender. What happens now?
Please email Customer Support and let us know the details of your situation. We will do our best to rectify the situation but may ask you to cover the re-shipping charge.
How will I know which courier will ship my product(s)?
AVA selects couriers based on price and delivery timeline, so each shipment’s courier varies. We will do our best to accommodate courier requests, should you have any, if they are received in time. However, this may increase your shipping costs.
It has been 24 to 48 business hours but I have not received a shipping confirmation; why?
Currently, pod packs are available for order and ship out within 2-4 business days of ordering. The Byte is available for pre-order and the next 100 units will ship in December 2020, with the remaining shipping in January and February 2021. If you have not received a shipping confirmation within four business days, please email Customer Support.