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Customer Service

Shipping & Delivery
All orders placed via our eCommerce engine will be fulfilled as items become available. If some items in your order can be shipped immediately, they will be. The remaining items, commonly called back-ordered items, will be shipped when they become available. You will be charged for all shipping charges.

Products ordered from AVL require either standard carrier or freight shipping depending upon the size and weight of the item(s). Most parts, accessories and smaller looms are shipped via standard carrier and can be quoted directly within our eCommerce engine. Standard carriers include: UPS (United Parcel Service), Fed-Ex and USPS (US Postal Service). Shipping estimates are subject to change by the carrier. You are responsible for all shipping costs. For questions regarding shipping, please contact us at 800-626-9615.

  • UPS (United Parcel Service): You can choose from most standard UPS shipping options. Please note that UPS Ground can take up to 5-6 business days to travel across the US. UPS does not ship to P.O. Box and A.P.O. addresses. Shipments require a phone number. Ground and 3-Day Select options do not apply to Alaska, Hawaii, Guam, Puerto Rico and other overseas locations.
  • Fed-Ex (Federal Express): You can choose from most air and ground Fed-Ex shipping options. Please note that Fed-Ex Ground can take 1-5 business days. Fed-Ex does not ship to P.O. Box and A.P.O. addresses. Shipments require a phone number.
  • USPS (US Postal Service): You can choose from standard postage, Priority Mail, Global Priority Mail. All packages will be shipped insured and require a $10 handling surcharge (all insured packages have to be hand-delivered to a postal station).

Freight Shipments
Most looms and larger or odd-sized part orders require shipment via freight carrier (ex. not by UPS). Unfortunately, we cannot quote freight service on-line.

If you place an on-line order that requires freight service, we will automatically arrange the service as freight collect. AVL has contract discounts with several carriers and will arrange for you to receive our discount on your shipment. We have found that shipping your loom freight collect is the most advantageous approach as it is the same price as pre-paid shipping and you have the luxury of having the carrier call you to arrange delivery. Freight collect payment is made to the driver at the time of the delivery.

Should you prefer to have your freight service pre-paid, please contact us at 800-626-9615 .

Freight delivery special features include: exact day delivery, lift gate and inside delivery. Each special feature adds cost. Lift gate delivery is most useful when help is required to get the product off the truck. We have found inside delivery to be of questionable value. It depends greatly upon the helpfulness of the driver. Inside delivery means that the driver will move the package inside the first door. The driver is not required to move it any further.
Privacy & Security
AVL Looms, Inc. (“AVL”) values your privacy. We want to make your online experience satisfying and safe. We have created this Privacy & Security Policy to demonstrate our firm commitment to privacy and security. For purposes of this AVL Privacy & Security Policy, “Products” is defined as those products and information that are accessible to you for use on the AVL website (the "Website"). This Privacy Policy describes how AVL collects information from users of Products, how we use the information we collect and the choices you have concerning the collection and use of such information.

Please read this Privacy Policy carefully.

Our data collection policies allow you to choose how much information to provide to us, and to control how we use that information. Our goal is to provide you with a robust online experience while allowing you to control your privacy. For information on our privacy and data collection policies with regard to our Products please read below.

These policies apply only to this Website, which consists solely of those web pages we control. You should determine what privacy policies apply to other websites before providing information to them.

If you have questions or concerns regarding these policies, or any other aspect of the Website or your use of it, please contact us by e-mail at: info@avlusa.com
What kinds of information does AVL collect from me?
Information collected online is often defined as being either anonymous or personally identifiable:

1. “Anonymous Information” refers to information that cannot be tied back to a specific individual. For instance, we may know that 10,000 people visit this Privacy Policy today, but we do not necessarily know their names or where they live. What we collect from transactions such as this constitutes anonymous information, because we don’t necessarily know who those people are. When you surf the Internet, your browser software automatically transmits some information to AVL every time you access content on our Website. Examples of such information include the URL of the Web page you were just on (known as the “Refer”), the IP (or Internet Protocol) address of the computer you are using, or the browser version you are using to access our Website. This information may be collected by AVL and used to help improve our offerings to you. All of the information that is automatically submitted to us by your browser is considered Anonymous Information.

2. “Personally Identifiable Information” refers to information that tells us specifically who you are, such as your name, phone number, or postal address. Examples of the use of such information is to help manage your account and to provide a customized experience as you use our Products.
What Personally Identifiable Information does AVL collect from me?
AVL may collect information about you in several ways from our Website. We may ask you for personal information at times, including (but not limited to) when you purchase one of our Products. If you contact AVL, we may keep a record of that correspondence. In addition, if you fill in a ‘Contact Us’ form or participate in e-commerce with AVL you may enter contact information, such as your name, address and email. AVL also may occasionally ask users to complete surveys that we use for research purposes.

Although unlikely, AVL may be required by law enforcement or judicial authorities to provide Personally Identifiable Information to the appropriate governmental authorities. If requested by law enforcement or judicial authorities, we will provide this information upon receipt of the appropriate documentation.
How does AVL use my information?
AVL’s primary goal in collecting personal information is to provide you, the user, with a customized experience on our Website. This may include product purchase, personalization services, interactive communications, online shopping and many other types of services, free of charge to you. We may display advertisements. By knowing a little about you, AVL is able to deliver more relevant advertisements and content and better service, to you. In our role of delivering targeted advertisements, AVL plays the middleman. Advertisers give us an advertisement and tell us the type of audience they want to reach (for example, users of digital video cameras). AVL, its advertisers, or their advertiser networks, takes the advertisement and displays it to users meeting that criterion. In this process, the advertiser will never have access to individual account information. Only AVL will have access to individuals’ accounts. This kind of advertisement targeting may be done with banner ads. AVL may do research on our users’ demographics, interests, and behavior based on the information provided to us during a promotion, from our server log files or from surveys. We may also track what information our users’ take from our Website.

We do this to better understand and serve our users. This research is compiled and analyzed on an aggregated basis. [AVL may share this aggregated data with advertisers or business partners.

Finally, if we believe that AVL’s property or an individual’s safety or security is at risk, we will disclose this information to proper court or law enforcement agencies.
What are cookies and how does AVL use them?
As part of offering and providing customizable and personalized services, AVL uses cookies to store and sometimes track information about you. A cookie is a small text file sent to your browser that contains a unique identification number stored on your computer. Cookies by themselves cannot be used to find out the identity of any user. This unique identification number automatically identifies your browser - but not you - to our computers whenever you interact with us.

Generally, we use cookies to:

  • 1. Remind us of who you are and to access your account information (stored on our computers) in order to deliver to you a better and more personalized service.
  • 2. Estimate our audience size. Each browser accessing AVL is given a unique cookie which is then used to determine the extent of repeat usage, usage by a registered user versus by an unregistered user, and to help target advertisements based on user interests and behavior.
  • 3. Measure certain traffic patterns, which areas of AVL’s web site you have visited, and your visiting patterns in the aggregate. We use this research to understand how our users’ habits are similar or different from one another so that we can make each new experience on AVL’s Website a better one. We may use this information to better personalize the content, banners, and promotions that you and other users will see on our Website.
  • 4. There is a lot of confusion about cookies, how they are used, and what they can do. Cookies only contain information that the server computer “knew” in the first place, and can only be read by the serving domain that placed them. Each website utilizes its own cookie and does not access the cookies placed by other sites. Thus, if you frequent many websites, you will have a cookie from each of those websites automatically stored on your computer. If you have ever gone to a website that automatically provides personalized content without you having to “sign in,” such as your own stock portfolio, this is almost certainly being accomplished with a cookie. Since cookies are only text files, they cannot “run” on your computer and have no ability to search your computer for other information, or transmit it to anyone.
  • 5. Advertising networks that serve ads onto AVL may also use their own cookies. AVL may also collect IP addresses for system administration and to report aggregate information to our advertisers. We do not control use of these cookies and expressly disclaim responsibility for information collected through them.
Can I disable cookies?
You also have choices with respect to cookies. By modifying your browser preferences, you have the choice to accept all cookies, to be notified when a cookie is set, or to reject all cookies. If you choose to reject all cookies you will be unable to use those services that require information from a cookie and we may not be able to customize the content we show you or otherwise learn your preferences. This may negatively affect your Website experience. In addition, we may place advertising on the Website that originates from outside advertisers or other third-parties. In some cases, if you click on these advertisements, a cookie may be sent to your computer. We do not control these cookies.
Who else is collecting information?
During the purchasing process payment information, such as credit card numbers, expiration date and billing address will be collected and securely transmitted to our gateway provider Authorize.net. Payment information is only solely for purposes of authorizing, completing and settling card transactions and resolving any chargebacks, retrieval requests or similar issues involving card transactions, other than pursuant to a court or governmental agency request, subpoena or order. Payment information is not stored on AVL's servers. Authorize.Net will collect, retain, and disclose information and data collected from AVL (including data associated with the Authorize.Net Services) in accordance with Authorize.Net's Privacy Policy located on the Authorize.Net Web site at the URL .

Promotions that run on AVL may be sponsored by companies other than AVL or may be co-sponsored by AVL and another company. Some or all data collected during a promotion may be shared with the sponsor. If data will be shared, you will be notified prior to the time of data collection or transfer. You can decide not to participate in the promotion if you don’t want your data to be shared. Please be aware that AVL advertisers or websites that have links on our site may collect Personally Identifiable Information about you. The information practices of those websites linked to AVL are not covered by this Privacy Policy.

Other companies that place advertising on our Website may collect information about you when you view or click on their advertising or content through the use of cookies (using the same techniques as described above). Due to the way the Internet technically operates, we cannot control this collection of information. It should be noted that anyone placing advertising on our Website can only collect Anonymous Information about you unless you actively provide Personally Identifiable Information to them. You should contact these advertisers directly if you have any questions about their use of the information they potentially collect.
What does AVL do with email addresses I provide?
AVL uses email addresses you provide to contact you regarding your account, the Products, other administrative matters; to distribute our eShuttle electronic newsletter; and to provide special offers.
With whom does AVL share my information?
As a general rule, AVL does not sell, rent or otherwise give your Personally Identifiable Information to any other party except when we have your permission, such as during product purchase, or under special circumstances, such as when we believe in good faith that the law requires it or under the circumstances described below. Thus, we would not sell your name, email address or other personal information to mass marketers. The following describes some of the ways that your information may be disclosed.

Business Partners & Sponsors: AVL may disclose your personal information to business partners or sponsors, but this is specifically described to you prior to data collection or prior to transferring the data. Some or all data collected during an AVL promotion may be shared with a sponsor. If Personally Identifiable Information about you will be shared, we will tell you before we collect or transfer the data. Many promotions offer opportunities to request additional information from sponsors. By requesting more information, you give AVL permission to transfer your personal information to the sponsor so they can fulfill your request. In many instances, only your email address will be shared. If more information will be shared with the sponsor, you will be notified prior to the transfer.

Purchases: If you make a purchase from AVL or from a merchant partner of AVL, and the information you give such as your credit card number and contact information, is provided to AVL and/or its merchant partner. This is to enable transactions to take place.

AVL merchant partners have separate privacy and data collection practices. AVL has no responsibility or liability for these independent policies. For more information regarding the merchant, their store, and their privacy policies, return to that store’s home page and click on their Information link.

From time to time, you may be offered the opportunity to receive materials or special offers from third parties.

If you opt-in to receive information from these third parties, a merchant partner will (with your permission) share your name and email address with them.

Third Party Data & Data in the Aggregate: Under confidentiality agreements, AVL may match user information with third party data. Also, AVL discloses aggregated user statistics in order to describe our services to prospective partners, advertisers, and other third parties, and for other lawful purposes.

Other: AVL may also disclose account information in special cases when we have reason to believe that disclosing this information is necessary to identify, contact or bring legal action against someone who may be violating AVL’s Terms of Service or may be causing injury to or interference with (either intentionally or unintentionally) AVL’s rights or property, other AVL users, or anyone else that could be harmed by such activities. AVL may disclose or access account information when we believe in good faith that the law requires it and for administrative and other purposes that we deem necessary to maintain, service, and improve our products and services.
What are my choices regarding collection, use, and distribution of my information?
AVL may, from time to time, send you email regarding our products and services. In addition, if you indicate that you are interested in receiving offers or information from AVL and our partners, we may occasionally send you direct mail or email about products and services that we feel may be of interest to you. Only AVL (or agents working on behalf of AVL and under confidentiality agreements) will send you these direct mailings and only if you indicate that you do not object to these offers. If you do not want to receive such mailings, simply tell us when you give us your personal information. You may request that AVL not collect consumer data by emailing us at info@avlusa.com.
How can I modify or correct my information?
AVL believes strongly in providing you with the ability to access and edit the personal information that you have provided to us. To update the information retained about you, or to deactivate your account, please email us at info@avlusa.com.
AVL’s Commitment to Data Security
AVL has security measures in place to protect the loss, misuse, and alteration of the information under our control. In addition, your account information and profile information are password protected so only you have access to it. We recommend you not divulge your password to anyone, that you use a combination of letters and numbers in your password and that you change your password regularly.

While we make every effort to ensure the integrity and security of our network and systems, we cannot guarantee that our security measures will prevent third-party “hackers” from illegally obtaining this information.
Additional Information
Questions regarding this statement should be directed to info@avlusa.com.
Changes In Policies; Terms and Conditions
We reserve the right to change these policies from time to time in our sole discretion. If any such changes materially and adversely affect the use of your information, we will generally refer to such changes on the Website for a period of time, although our failure to do so will not affect the applicability of such changes. Accordingly, we recommend that you check back to review these policies from time to time, particularly if you have not visited the Website for some time. These policies are also subject to our Terms of Use, which are incorporated herein by reference, and we also recommend that you review those from time to time.
Returns & Replacements
AVL reserves the right to limit or deny returns.

Prior to return, you must have a return authorization from an AVL customer support representative. Please call 530-893-4915. Returns to AVL without a return authorization shall be refused and returned to the customer at customer’s expense. The customer is responsible for shipping a return to AVL. All returns to AVL should be addressed:

AVL Looms
Attn: Return Dept. 530-893-4915
3851 Morrow Lane #9
Chico, CA 95928

Parts and Accessories: Must be returned to AVL within 60 days from the date of shipment. The purchase price of the item(s) is refundable less a 15% restocking fee. Reimbursement shall not include handling or shipping.

Special Orders:Items in this category are not returnable. Examples: custom-made items, made-to-order looms, and parts produced for pre-1988 looms.
Ordering
The eCommerce site is designed to make ordering AVL’s products fast and easy. Once you place your order, AVL will place We hope you enjoy shopping with AVL On-line Store.

Other Ordering Options:

If you find ordering on-line not to be your cup of tea or you need more detailed help in placing your order, we are happy to continue providing other means by which you can place an order, including:
  • Order by Phone: For the fastest possible service, you may order by phone and charge your purchase to your MasterCard, Visa, American Express or Discover account. Call us at 800-626-9615 or 530-893-4915 between 8:00 AM – 5:00 PM Pacific Standard Time, Monday – Friday.
  • Order by Fax: Order anytime of the day or night via fax at 530-893-1372.
  • Order by Mail: Mail orders to AVL Looms, Attn: Sales, 3851 Morrow Lane #9, Chico , CA 95928
  • Order by E-Mail: Send to info@avlusa.com. We strongly urge you do not send credit card information in your email.
Payment, Pricing & Promotions
The AVL On-line Store will accept payment using Visa, MasterCard, and American Express. Please note that all prices are in US Dollars and are FOB AVL’s Chico, CA plant.
Viewing Orders
If you wish to view your order status, please contact us at sales@avlusa.com.
Updating Account Information
If you wish to review or update your account information, please contact us at info@avlusa.com.
 

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