Frequently Asked Questions

QUESTIONS ABOUT YOUR ORDERS

HOW DO I KNOW THAT MY ORDER IS SUCCESSFULLY SUBMITTED?

You will receive an email confirmation containing the Order Number and details of your purchase. Also, a tracking number and website Url will be provided to you in your Shipping Confirmation email. 

WHAT ARE YOUR PAYMENT OPTIONS? Should I need to pay the VAT taxes?

We accept all four major credit cards (MasterCard, Visa, American Express, and Discover), as well as PayPal, Apple Pay and Google Pay.

Do I need to pay the VAT taxes?

All our products shipped to EU Member States will be IOSS ready. That means you don't have to pay VAT again or import fee.

For buyers from Non-EU Member Countries, all our parcels are shipped via consumer ePackets. Though chances are small, import taxes, VAT, duties, customs fees, and other handling fees may be charged when the parcel arrives at the destination country. Local customs reserve the right to sample and check product value.

SHIPPING QUESTION

WHEN CAN I EXPECT TO RECEIVE MY SHIPMENT?

We usually process and package most orders within 24-48 hours, then hand them over to our shipping partners. The shipping times vary depending on your shipping countries. Typical orders to US, Canada, Australia, New Zealand, and UK takes 8 to 14 days after dispatch while shipment to the rest of the world may take around 8 to 21 days.

WHAT ARE YOUR SHIPPING RATES?

We source for the cheapest worldwide shipping with tracking, passing on maximum savings to our customers. The shipping cost of a typical order is roughly $5.99 US.

WHICH COUNTRIES DO YOU SHIP TO?

We ship worldwide. If your country is not reached directly by our courier, we will inform you right away to make necessary changes to your order or refund your order in full. 

ATFER-SALE QUESTION

WHAT IF THERE ARE ITEMS MISSING OR PRODUCTS ARRIVED INCORRECTLY?

For missing or wrongly shipped items, please contact us at contact@auvmerchandise.com. Please provide your order number (Order #) and proof of purchase. We understand emailing photos or videos is less convenient nowadays. You can always message us and send us the photo/video via Facebook or Instagram for faster response.

HOW TO RETURN YOUR ITEM?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order for product replacement or refund for any reason and without a justification:

 To initiate a return, please follow these steps:

  • Contact Us: Reply to your order confirmation email specifying the product(s) you wish to return or exchange. Please provide your order number and a brief explanation for the return.
  • Receive Prepaid Shipping Label: Once your request is processed, you will receive a prepaid return shipping label via email. Please ensure you have access to a printer to easily print the label.
  • Prepare the Package: Make sure all items are in their original packaging with tags intact and show no signs of wear or use. Place the items securely in a box with the original packaging.
  • Attach the Label: Affix the prepaid shipping label to the package, covering any previous labels. Ensure the label is clearly visible and not obscured in any way.
  • Send the Package: Drop off the package at your nearest shipping carrier location. 

Additional Information:

  • Processing Time: Once we receive your return, it typically takes 5-7 business days for us to process the refund, replacement, or store credit.
  • Shipping Fees: You won't need to pay any additional shipping fees for returns within the 30-day window.
  • Restocking Fees: We do not charge any restocking fees for eligible returns within the 30-day period.
  • Damages and issues: Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

WHAT IS YOUR CANCELLATION POLICY?

Cancellation of order is allowed within 12 hours from your purchase. After this, your order may be packed and shipped hence impractical to cancel. In such a situation, you may have to receive the order, then initiate the return/refund process.

HOW CAN I CONTACT THE STORE FOR HELP?

Please contact us at:

AUV Corporation DBA AUV Merchandise

contact@auvmerchandise.com

5390 Garden Trail LN, Collierville TN 38017

(731) 214-1444