Frequently Asked Questions

ORDER QUESTIONS


How do I order online?

To place an order, please contact our Customer Service team by emailing info@avehome.com or calling 504.459.4909. We will connect you with your nearest dealer or satisfy your order directly.

If you have a trade account, you may place an order by logging into My Account .

To open a trade account, please fill out a Trade Application


How do I order by phone?

Please call 504.459.4909 to place an order by phone. Our office hours are Monday-Friday, 9 AM – 5 PM CST.


What is the status of my order?

Tracking information is sent via email when your order ships. If you are having trouble tracking your shipment, please email orders@avehome.com .

If you have a trade account, tracking information is included on all invoices. To access your invoices, log into My Account at the top of the page, and select ‘'Invoices'.


Can I modify or cancel my order?

We make every effort to ensure you receive your order as quickly as possible, so orders typically ship within 1-3 business days. We cannot guarantee the ability to cancel your order if it has already shipped. If you would like to modify or cancel an order, please email info@avehome.com within 24 hours of placing your order.


Can I order from outside the US?

For shipments outside of the United States, please contact our Customer Service team by emailing info@avehome.com or calling 504.459.4909.


What if the item I am looking for is not shown on the website

If an item is no longer listed on our website, it may not be available for order. For details, please contact your account representative by emailing info@avehome.com or calling 504.459.4909.


The item I ordered is out-of-stock or back-ordered. When can I expect to receive it?

For details on backordered items, please contact your account representative by emailing  info@avehome.com  or calling 504.459.4909.

If you have a trade account, product status information, including the next anticipated ship date, is available on your dealer order form. To access the order form, log into My Account .


 

PAYMENT QUESTIONS


When is my credit card charged?

Your credit card will be charged at the time you order ships. If there are any backordered items on your order, your card will not be charged for those items until they ship. Please note: This may not apply to orders placed at market or during a shipping promotion.


What is your tax policy and will I be charged tax?

Louisiana residents residing in Jefferson Parish will be charged parish tax and state tax. All other Louisiana residents will be charged state tax.  Out of state customers will not be charged tax nor will resale accounts be charged tax.


How will I know that you've received my order?

You will receive an email order confirmation shortly after completing your order that includes a summary of your transaction. Please be certain that we have an accurate email address. We will send subsequent email(s) when your product ships, including tracking information (if available).

If you have a trade account, you may view pending orders by logging into your Account


What forms of payment are accepted for online purchases?

Purchases can be made with a credit card or check. Orders made by check will not ship until the check is received and cleared. 

We accept all major credit cards, including Mastercard, Visa, Discover, and American Express.

Please mail checks to:

Ave Home, 2609 Piedmont Street, Kenner, Louisiana, 70062


 

PRODUCT INFORMATION


Do you have an Ave Home catalog?

We currently have an online catalog and Lookbook . Print catalogs are also available upon request.


How do I know which items are available immediately?

For questions about availability, contact our Customer Service team by emailing info@avehome.com or calling 504.459.4909. 

If you have a trade account, you may view availability by logging into your Account . All items are in stock unless otherwise noted.


Where can I find assembly instructions?

Assembly instructions are included with each shipment. To request a copy of assembly instructions, please email orders@avehome.com .


What do I do if I purchase an item requiring assembly that is missing a part?

Please contact Customer Service by calling 504.459.4909 or emailing info@avehome.com. You will need to provide the SKU/Item number of the piece that needs replacement hardware.


How do I clean my furniture?

Wipe with a soft, damp cloth. 


 

ACCOUNT QUESTIONS


I am an Ave Home retailer, how do I add my location to your Find Us page?

Please contact your local representative to discuss this process.


How do I create an account?

Please submit Trade Application . An account representative will review your application and contact you within 1-3 days to complete your account setup.


I forgot my password; how do I reset or change it?

Go to our sign in page and reset your password in a few simple steps. Start by clicking the link titled “I forgot my password” next to your login ID.


 

SHIPPING, POLICIES, AND PROCEDURES


How quickly do you ship?

Every effort is made to ship your orders as quickly as possible. We ship “As Available,” meaning that any item not ready at the time of shipment may be back-ordered and will be shipped separately. Most items ship 2-3 business days from the day your order is received by our warehouse.


How will I know when my order has shipped?

Ave Home will send you an email on the day your product(s) are invoiced and shipped. 

If you have a trade account, you may also access your invoices and tracking information by logging into your Account


What are your shipping policies and procedures?

All products are shipped as available via consolidated freight. After your order is placed, our distribution team will generate a freight quote and add a freight charge to your invoice. If you would like to approve freight charges before shipment, please make a note in the memo field of your order. All products must be inspected for damage within 48 hours of receipt.


What are my shipping options?

We look at a variety of different shipping options to ensure you receive the best rate and service. Please let your account representative know if there is a freight company that you prefer to use. 


Will all of my items be shipped at the same time?

We make every effort to ship your order in one shipment. However, shipments requiring multiple packages or back-ordered items may be shipped separately.


I live in the New Orleans area, if I placed an order online can I pick it up locally?

Yes, we do offer local pickup. Please call 504.459.4909 or email info@avehome.com to place your order and arrange pick up.


How do you calculate your shipping and handling fees?

Shipping and handling fees are calculated based on freight carrier, packing materials and handling costs. 

Please note: We request a lift gate for all orders. If you do not require a lift gate, please let your account representative know or make a note in the memo field of your order.


What if an item is on backorder?

We strive to maintain inventory on all product. However, if an item is on backorder, you will see a backorder message in your shopping cart with the expected in-stock date. Occasionally, if we have had unexpectedly high demand for an item, we may sell out before the backorder message displays. If this is the case, you will be notified via email as to the status of that particular item.


 

GENERAL QUESTIONS


How do I find a Sales Representative?

Please email info@avehome, and we will connect you with your account representative.


How do I get information on Ave Home products for my blog or media?

Ave Home loves working with blog and press partners! We can provide you with high res images and descriptions of all of our products. Please email info@avehome.com


I want to see Ave Home products in person. What markets will Ave Home attend?

Ave Home will exhibit at the following upcoming markets and trade shows:

High Point Market | High Point, NC. October 22-26, 2016. Interhall, Showroom 205.

Architectural Digest Home Design Show | New York, NY. March 16-19, 2017. Booth location TBD.