Your Single Source for Hospitality and Janitorial Supplies
800-218-3995
Since 1982
Categories

Frequently Asked Questions

 

General Sales Information

 

What are your hours? Top
AVM is available Monday through Friday from:

  • 8:30 a.m. through 5:00 p.m. Eastern Standard Time

  • 7:30 am through 4:00 pm Central Standard Time

  • 6:30 am through 3:00 pm Mountain Standard Time

  • 5:30 am through 2:00 pm Pacific Standard Time

Our order lines Toll Free 800-218-3995

Local : 423-847-4700

 

Fax lines are open 24 hours:

Toll Free: 1-800-518-5528

Local: 423-847-4701

Do you have a catalog?
How do I know if an item is in stock?

How do I change my order?

Can I cancel an order?

Do you provide quotes?

What if I need more information about a product?

Can I place an order for custom products?

Can I special order an item that is not listed on your website or catalog?

How often do you change your prices?

What are your terms of liability?


Do you have a catalog? "Top
Yes. Please click here (link to mailing list request form) to request addition to our mailing list.

How do I know if an item is in stock? Top
Currently our website does not indicate our inventory level. However, if you need an item immediately and need to know if it is in stock, please call or email us to verify.

How do I change my order? Top
To change your web order, please email us at orders@goavm.com Please note that it may not be possible to change an order that is in the process of shipping. Additionally, custom products may not be changed or cancelled once production has begun.

Can I cancel an order? Top
All orders are considered firm and cannot be canceled without our approval. All returns and cancellations must be authorized in advance and are subject to round trip shipping charges and restocking fees. If you need to cancel a web order please email us immediately at orders@goavm.com, please be sure to include your web order number. If product has shipped, or a custom order is in process AVM will not be able to fulfill your cancellation request.


Do you provide quotes? Top
AVM Enterprises, Inc specializes in meeting your custom requirements. Our highly trained staff is here to help you with your needs. In order to insure the best prices, each quote request is carefully reviewed. For this reason, quotation preparation may require up to 48 hours. Acceptance of a quotation is our indication that the quote has been approved per the specifications listed. AVM cannot be held responsible for any discrepancies overlooked during the customers' review process.

What if I need more information about a product? Top
AVM understands that each customer has different needs. If your product questions are not answered on our website, please call us to inquire. AVM is happy to seek out whatever information you need.

Can I place an order for custom products? Top
In most instances, yes! Custom orders require payment in advance. Please be certain of all details (size, color, imprint, etc.) as custom orders are not cancelable or returnable.

Can I special order an item that is not listed on your website or catalog? Top
AVM is happy to assist you in ordering any item offered by our manufacturers. Please note that most special orders take slightly longer than stock orders, and are non-returnable.

How often do you change your prices? Top
Prices and terms are subject to change at any time without notice. All shipments will be made at prices prevailing at time of order. Orders requested beyond delivery schedules may be assessed a price increase.

What are your terms of liability? Top
It is your responsibility to submit all claims to us in writing within thirty (30) days from the date you received goods. Our sole liability for goods sold is limited, at our election, to the repair or replacement of those goods, or repaying or crediting you for the purchase price of the goods. AVM will not be liable for any incidental or consequential losses, damages, lost profits, or expenses directly or indirectly arising from the sale, handling, or use of any of the products, or from any other cause.

 

 

 

 

Online Ordering and Payment Questions Top

What forms of payment do you accept?

How do I apply for credit with AVM?

Is it safe to use a credit/debit card on your website?

I have an established account with AVM why are you asking me for a credit card?

Do you charge sales tax?

 

What forms of payment do you accept? Top
Our website accepts Visa, MasterCard, American Express and Discover.
COD and Net accounts available with approved Account Application
If you would like to pay by check or money order, you may mail directly to us before your order is processed. Also, Check by Fax is available.

How can I apply for credit with AVM? Top
Once you have completed your “Account Application”, print and fax to our credit department at 1-800-518-5528. Please note that you need to physically sign the application before faxing it, an electronic signature will not validate your application.

For fastest processing please provide all requested information. Submission of an application does not constitute a guaranteed approval. Credit is extended at the discretion of AVM.

Is it safe to use a credit/debit card on your website? Top
Absolutely! AVM understands that the safety of your personal information is extremely important to you. AVM uses a wide array of security measures to ensure your information is protected from unauthorized access.

I have an established account with AVM, why are you asking me for a credit card for my online order? Top
You will need to link your online account to your existing AVM account. Please call Customer Service at 1-800-218-3995 extension 134 for assistance.

 Do you charge sales tax? Top
Sales tax is charged on all orders delivered to AL, AR, FL, GA, IL, KS, KY, MO, NC, OH, OK, SC, TN and VA.
For customers who are tax exempt, please fax a copy of your tax exempt certificate to 800-518-5528 or 423-847-4701 or scan and send to orders@goavm.com

In order to be tax exempt on an order, forms must be turned in with order.  Refunds for tax will not be issued.

 

Shipping and Delivery Questions Top
How do you ship?
How much does it cost to ship?
How can I calculate shipping costs?

How long do shipments take?

Can I have an order rush shipped?
What countries do you ship to?
Do you ship to PO Boxes?
Will I have to sign for my packages?
How can I track my package?
What if an item is missing from my order?
What do I do if a delivered item is damaged?
Must I accept damaged product?

How do you ship? Top
Most
products ship via UPS Ground. Some orders will need to ship by LTL truck line and AVM will choose the best, most cost effective way to ship unless other arrangements are made.

How much does it cost to ship? Top
Shipping costs are based on the size and weight of the merchandise, the number of boxes, and the distance of the shipment. Small package orders in excess of 200 lbs may qualify for additional shipping cost.

How can I calculate the shipping cost? Top
Once you place an item in your shopping cart, you may enter your zip code to determine the shipping rate.

How long do shipments take? Top
In-stock items usually leave our warehouse within three (3) business days and the average delivery time is 3-5 business days. Unfortunately, specific shipment dates cannot be guaranteed, due to possible material shortages, inclement weather, accidents, strikes, governmental regulations and other factors and conditions beyond our control. However, if you need to know if an item is in stock, please email us at orders@goavm.com


Can I have an order rush shipped? Top
Some items may be eligible for rush shipment via UPS. Additional shipping charges do apply. If this is a service you need, please email us at orders@goavm.com

What countries do you ship to? Top
Currently AVM only ships within the contiguous United States. Unfortunately at this time AVM is unable to service APO and other overseas military addresses. AVM can ship to any military base within the contiguous United States


Do you ship to P.O. Boxes? Top
Since AVM does not ship via the U.S. Postal Service, we are unable to ship to P.O. boxes or APO addresses.

Will I have to sign for my packages? Top
While AVM does not require a signature, there are times when the delivery company will require a signature; this is done at their discretion.

How can I track my package? Top
For all online orders, once an item has shipped you will receive an email containing the tracking number. In addition, you may visit our “Order Status” page to check on the status of your order. If an item has not shipped, you may email us to inquire at orders@goavm.com

What if an item is missing from my order? Top
If you notice your order arrived short an item at the time of delivery, please note the shortage next to your signature. If you notice a shortage upon opening your package or if your order was fulfilled incorrectly, please fax shortage/damaged paperwork within 24 hours of receipt at  1-800-518-5528 or 423-847-4701.

What do I do if a delivered item is damaged? Top
If your package arrived damaged in transit, please note the damage next to your signature at the time of delivery. If your package had concealed damage or contained defective items please call us within 24 hours to report any damage. Please make sure to keep the damaged merchandise, carton, and packing material so they can be inspected and liability determined.

Must I accept damaged product? Top
That depends on how bad the damage is. If there is extensive damage and the merchandise cannot be salvaged, the driver may agree to total refusal of shipment. If the merchandise is not totally damaged, you must accept it—but be sure to have the driver note and initial the damage on the delivery receipt.

Keep the damaged merchandise, carton, and packing material so they can be inspected and the liability determined. You may file a claim with the carrier or contact us for further instructions at 800-218-3995. You must pay all additional costs incurred if any shipments are returned to us as a result of your unexcused delay or failure to accept proper delivery.

NOTE:
It is very important that you examine each carton in the presence of the driver, at the time of delivery, because according to federal law, once you sign for merchandise, you become responsible for it. The only exception is if you or the driver notes any damage on the delivery receipt at the time of delivery. AVM is bound by time constraints imposed by freight companies and the law. Claims received by the carrier after fifteen (15) calendar days from the delivery date cannot be honored, so you must notify us within three (3) calendar days of delivery if you want us to help you process the claim.

Return Questions Top
Our Return Policy is designed to make returns as easy as possible for you. AVM accepts most products back in its original packaging up to 30 days from the date of purchase. Shipping charges and restock fees may apply.

Certain items may not be returnable or may have specific return instructions; please see below before you make your return.

If you have questions about our Return Policy, please see below or call us at 800-218-3995 or 423-847-4700.

How do I return an item?
What condition do returned items need to be in?
Who pays the shipping cost for returned items?
Will I have to pay a restocking fee for a returned item?
Can closeout items be returned?
What if I purchase something that it’s my brand standard?

How do I return an item? Top
All returns require a return authorization number from our Customer Relations department before returning, including those items shipped directly from the manufacturer. Please contact Customer Service at 800-218-3995 or 423-847-4700. No orders that originally shipped from the manufacturer to you will be accepted at our distribution centers unless previously authorized by us in writing.

What condition do returned items need to be in? Top
All returns must be returned in new (unused) condition in the original packaging, complete with any guarantees, and operating and/or assembly instructions that were included in the original package. Products that are made to order or customized at your request, including anything custom printed/imprinted (logo pens, stationary, etc.) or made-to-measure or custom colored (custom bedding,draperies etc.) may only be returned if AVM did not follow your instructions or if there are defects in materials and workmanship at the time of delivery. Defective custom merchandise must be returned within thirty (30) days of delivery.

Who pays the shipping cost for returned items? Top
Items returned due to a customer's ordering error will be charged freight and the customer is responsible for shipping the item back, and paying the return shipping. Freight charges will not be credited on orders returned due to customer's ordering error.

Will I have to pay a restocking fee for a returned item? Top
Items returned within 30 days of delivery, that are in new condition, will not be assessed a restocking fee in most instances. Items returned 30-59 days after delivery may be assessed a 15% restocking fee. Items returned 60-89 days after delivery may be assessed a 30% restocking fee. AVM does not accept returns after 90 days.

Can closeout items be returned? Top
No returns accepted on Closeout & Discontinued Items. All sales are final.

What if I purchase something that it’s my brand standard? Top
You are responsible to ensure your franchise standards are met. AVM is not liable for any order placed through our website that does not meet your brand specifications. AVM will accept returns on non-branded items as long as it follows all other return criteria. Return shipping cost and restocking fee will apply.