Shipping policy
All Home & Living, Fashion, Health & Beauty products will be ship accordingly:
Shipping Methods
4 types of shipping methods:
- Option 1: FEDEX/DHL/UPS = Depending on delivery location, within the US, or outside, we ship globally, depending on budget approval of shipping charges by the client.
- Option 2: LTL (Freight) = Depending on orders of bigger sized articles or bulk orders, depending on client’s specific needs and convenience.
- Option 3: Air Cargo
- Option 4: Postal Services (anywhere in the world where a Post Office exists, we ship)
Due to the weight and fragile nature of our products, we do not offer any kind of expedited shipping options.
Handling Charges
A handling charge will be added to account for cost of packing and preparing orders for shipment and is calculated as a percentage of the shipping rate.
Handling Time
From the day we receive an order, we typically take 1-5 days to ready a piece and prepare it for shipment. The number of days depends on the size of the piece and number of parts, time taken to give the final finishing touches, drying (might take 3-4 days extra during winter/snowy season) and packaging time.
We do not pack the parts/pieces till the surface is totally dry to avoid packaging material from sticking to the surface and leaving blotchiness.
Lead Times
If the ordered piece is in stock, shipping will take an estimated 10-14 business days maximum. In case of FedEx/Air Cargo, shipping will take 6 to 27 business days, depending on location. All orders can ship only to the customer billing address unless otherwise approved.
Delivery Times
All delivery dates will based off the tracking number provided when the product is picked up and shipped out. Fedex packages can be tracked through the tracking number provided. Freight shipments will call one day before delivery to schedule the time for the shipment to arrive. All delivery dates and times are estimates. We highly recommend that you do not schedule your installer until you have received your product.
Delivery
When your order arrives, you want to be sure the quantities match what you ordered. To guarantee customer satisfaction, please make note of the following when receiving your order:
- Visually inspect the condition and entirety of the shipment, make sure to note missing items or damaged materials. The order confirmation email you received lists all the materials and quantities you ordered. You will need to examine the shipment and count each item to make sure everything ordered has been received.
- Unless specifically requested (additional cost,) all deliveries are curbside. This means that you (or someone able) must be home to take the material from the trailer to your home. The driver will only unload to the curbside and is not allowed to enter your home.
- Once unloaded, it is recommended that you store the flooring material in the location where it is to be installed. This will serve two purposes: 1) it will allow the flooring material to acclimate and 2) it will reduce the number of times you will have to move the flooring. Boxes of flooring material can be heavy, depending on the product.
- DO NOT let the driver leave until you have verified the material received is in good condition and that all material has been accounted for. Any damaged or missing items must be noted on your delivery receipt. If not noted, it increases the amount of time required to seek resolution. And in such cases, you will be required to file directly with the carrier. See our return policy for more information.
Conditions
Taking into consideration the many variables in shipping, we strongly recommend that you do not schedule your installer until after you have received your order in its entirety. Manufacture times, weather, supply-demand conditions and replacement shipping for damaged items are just some of the instances that may delay your order. Please schedule your installer to ensure you have allocated enough time to receive your order. We cannot be held liable for failure to meet scheduled install dates due to delivery. Delivery dates are approximate, and as such, cannot be promised under any circumstance. Please note that solid handmade sculpted hardwood pieces cannot be compared to consumer goods, factory-made home décor items or edible products. Hence, delivery of our products depends on weather conditions of New York City and Abidjan, Cote d’Ivoire – the 2 locations from where we ship. Before shipping any item, we always retouch and refinish the product to ensure a long-lasting impact and longevity of life for the product.
Truckload Orders
If you are planning on purchasing over 500 lbs of product in one order, please email us at info@houseofavana.com. We will work on customized quotes specifically for your order to ensure the most economical shipment charges for you.
Return Shipments
Once an order has been loaded and is in route to the shipping address, we will charge all applicable shipping fees as part of the return. The customer is solely responsible for all outgoing and return shipping costs. See our return policy for more information.
International Shipments
We ship globally.
For International Shipments, we use FedEx/DHL, Postal Services, Air Cargo and Freight – all means, depending on our client’s preferences and demands. There can be additional brokerage fees, duty fees, and taxes in addition to shipping charges and these are paid by the customer.
International Shipment can require different packaging, as per international regulations or requirement depending on fragility of the product.
Special Order Products
Our special order products can take from 3 to 4 weeks to arrive depending on the product. If a product needs to be specially carved, it might take us 4-6 weeks from the day of the order to the delivery as all pieces are strictly hand carved.
Check the individual product page for more information on special order lead times.
Kindly note that Covid and other international events are slowing down major carriers and we are following up daily with them to ensure the quickest delivery possible for our customers.
All Music Instruments & Accessories will be ship accordingly:
International Customers
For International shipping, you can contact us with the item details for Shipping costs.
Standard Post International
Fast service for items up to 20kg.
Estimated delivery time : 6 to 27 business day delivery to metropolitan areas of major cities.
Sea Mail
Low cost option intended for heavier items up to 20kg, when speed is not a priority.
Estimated delivery time: 2-3 month to zones 4, 6, 7 and 8
Plus Sized Items
Plus sized items will be sent via courier. These special items need special attention; we’ll work out the cheapest courier option for your location. Contact us for inquiries.
- All prices include GST.
- Orders will be dispatched as soon as possible upon payment being received – typically the same/next day.
- While all care is taken, any errors or omissions in product details are unintentional.
Please note: As per Post regulations, special delivery instructions cannot be accepted.
Kindly note that Covid and other international events are slowing down major carriers and we are following up daily with them to ensure the quickest delivery possible for our customers.
All Health & Beauty and Fashion items will be ship accordingly:
Most international orders will be shipped through U.S. First Class International If under 4 pounds (or 2 kilos), U.S. Priority Mail International or U.S. Express Mail International. For shipments to Canada, we do offer UPS as well.
When ordering from Africa Tourism Consultants, you as the customer are the importer of record and must comply with all laws and regulations of the country the package will be shipping to. You are responsible for making sure that the product/quantities are permitted into your country. Customs policies can vary from country to country. You can contact your local customs office for further information if you are not sure of any guidelines they might have.
Any customs clearance procedures that may be required can cause delays beyond the delivery time quoted by Africa Tourism Consultants or the shipping company.
International orders may be subject to customs duties, import taxes, and fees passed on by your country. We have no control over these charges and cannot predict what they will be. You may be subject to these fees, which are billed once a shipment reaches your country.
Standard Post International
Fast service for items up to 20kg.
Estimated delivery time : 6 to 27 business day delivery to metropolitan areas of major cities.
Kindly note that Covid and other international events are slowing down major carriers and we are following up daily with them to ensure the quickest delivery possible for our customers.
All Services will be delivered accordingly:
Customer service is a top priority at Africa Tourism Consultants.
All customers will be treated promptly and respectfully without regard to age, gender, sexual orientation, race, ethnicity, disability, language proficiency, social or economic status.
- Consultants are responsible for providing the best consulting services and customer service possible and are empowered to make decisions that will ensure the best experience for each customer while balancing the needs of the individual with the overall needs of the company.
- Consulting services shall be done within 60 days once purchase is made. The Consultants and customers will agree on a date and time for meetings and follow up.
- When contact a customer, Consultants will identify themselves and area of expertise.
- Consultants will assist customers on a first come, first served basis to the extent possible without infringing on the service needs of other customers.
- Consultants will enable successful consulting sessions by assisting customers with the best resources, advices and equipment.
- In cases where the Consultants' resources are not sufficient to meet customer demand, Africa Tourism Consultants will offer extra services or refer customers to other Consultants with more appropriate ressources.
- A customer with complaints about the service received shall contact us.