Q: Where do you ship and what are the delivery costs? A: We ship exclusively to physical street addresses within the contiguous United States (lower 48 states). Orders of $90.00 and above qualify for Free standard shipping, while orders under $90.00 are charged a flat shipping fee of $9.00. There are no hidden handling charges or unexpected fees at checkout.
Q: How long will it take for my order to arrive? A: Your package delivery timeframe is determined by adding order processing and shipping transit timelines. Orders are processed within 1-3 business days (for orders placed before our 3:00 PM EST cutoff time), and transit takes 3-8 business days. This results in a total estimated delivery window of 4-11 business days (Monday to Friday, excluding U.S. Federal holidays).
Q: How can I track my shipment? A: We will email you a shipping confirmation containing an active tracking link once your order has been dispatched. Please allow 24 to 48 hours for tracking information to fully update in the carrier’s system.
Returns & Refunds
Q: What is your return window? A: We offer a flexible return window of 30 days from the date of confirmed delivery. Items must be brand-new, unused, in their original retail packaging, and in a resellable condition with all tags intact to qualify for a return.
Q: How do I initiate a return? A: You must email us at sale@avioralexen.com first to obtain an authorized Return Merchandise Authorization (RMA) number and the dedicated returns warehouse address. Please note that our Address listed at the bottom of our website is for administrative purposes only and cannot accept or process physical product returns; any package sent there will be refused. Returns shipped without an active RMA number will not be eligible for a refund.
Q: Do you charge any restocking fees? A: No, we enforce a strict transparent pricing policy and do not charge any handling or restocking fees. All eligible, authorized returns are processed with a $0.00 restocking fee.
Products & Quality
Q: Why does my canvas storage box have minor wrinkles upon arrival? A: This is a normal result of flat-packed shipping, which we use to minimize transportation bulk and environmental impact. Wrinkles and packaging creases will smooth out naturally over time during regular use or can be quickly removed with gentle steaming.
Q: Is there a dimensional tolerance on your fabric and felt organizers? A: Yes, a minor physical dimensional tolerance of up to ±0.5 inches may exist due to the flexible, soft-sided nature of textile and felt materials. These minor tolerances are standard and do not affect the storage volume or structural utility of the container.
Q: Why does the product color look slightly different from the website photos? A: Slight color variations are normal and do not constitute a product defect. These minor differences arise from professional ambient lighting conditions during product photography and individual computer or mobile screen display calibrations.
Orders & Payment
Q: Can I cancel or modify my order after placing it? A: You may request to cancel your order by emailing us at sale@avioralexen.com within 12 hours of purchase. Once this window has passed or the order has already entered our immediate shipping fulfillment flow, cancellations cannot be completed. If your order cannot be canceled, you are welcome to follow our standard return process once the package arrives.
Q: Which payment methods do you accept? A: We accept Visa, MasterCard, American Express, and Discover credit cards directly through our secure, PCI-compliant checkout. All pricing and transactions are processed in USD. We do not accept personal checks, bank wire transfers, money orders, COD, or any other alternative payment methods.
