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Frequently Asked Questions

  • 1. When is the customer service center open?

    Our Customer Service department is open 9 AM-7 PM EST Monday-Friday to answer your questions. Click here to contact us.

  • 2. What if I am having trouble ordering from your online store?

    Please contact us at 1-888-973-3159, or through our Contact Us section.

  • 3. How do I apply my promotion code?

    To redeem a promotion, simply enter the code you received in the box titled "Offer Code" during the checkout process. Please note only one offer code can be applied per order.

  • 4. How long will offers on be available?

    Some of our offers are only valid for a limited time. But we're always adding great new offers to our site, so make sure to check back often.

  • 5. How do I know if an item is available?

    Stock availability is updated regularly. If an item is unavailable, it will be reflected on the product page.

  • 6. How do I check the status of my order, return or exchange?

    You can check on the status of your order by clicking on the Order History page in the 'My Accounts' section of our online store.

  • 7. Do you send order confirmations?

    Yes, we automatically send you an email confirmation of your order. In addition, we will send you another email confirmation after your order has shipped. If you have not received your confirmation, please double check the email address you provided.

  • 8. Why is my order delayed?

    Orders are generally processed within 24 hours. If your Order Status indicates that your order has not yet shipped but the merchandise is in stock, this could be the result of one of the following:

    • We were unable to obtain a proper credit approval for your purchase
    • We were provided a credit card billing address that could not be verified with your credit card issuer.

    Please note that it's important to provide the phone number registered with your credit card issuer when you place your order, so that we may reach you to discuss any problems with your order. We use only verified phone numbers in an effort to further ensure your order's security.

  • 9. Where do I make changes to my account?

    To edit your account information, go to the My Account section. After logging in, you will have access to your general account information, address book, wish list, and order history.

  • 10. How do I change my billing and/or shipping address?

    To edit your billing and/or shipping address, follow the directions above in "Where do I make changes to my account?", and select the "Address Book" section. Once you're there, you'll be able to add, edit, or remove addresses used for billing and shipping.

  • 11. What is your return policy?

    If for any reason you are not completely satisfied with your purchase you can return the products for a full refund of the purchase price (less original shipping and handling fees) within 30 days of purchase. Shipping costs for any returns will not be reimbursed by unless there was a shipping error or product damage. 

  • 12. What payment methods do you accept? accepts the following forms of payment:

    • PayPal
    • Visa
    • Mastercard
    • Discover
    • American Express

    Your credit card will not be charged until your item is shipped.

  • 13. What if the product I ordered on the site looks different than the product I received?

    We periodically update the packaging of our products, so it's possible that you may receive a product that looks slightly different from what is depicted on the site. If you still feel that you have received the wrong product, please contact Aveline Service at 1-888-973-3159, or through our Contact Us section.

  • 14. I would like to be added to your mailing list. What do I do?

    Click here to sign up for our email newsletter. Once registered, you'll be able receive emails about new products, special promotions, and exclusive offers for subscribers.

  • 15. How can I be removed from your mailing list?

    You can unsubscribe from the Aveline mailing list at any time. Simply select the "Unsubscribe" link at the bottom of any Aveline email communication.

  • 16. Is my information secure?

    You can be assured that personal information collected through this site is secure.

  • 17. What if I did not find my question here?

    If you have a question that's not answered in our FAQs, we want to hear it. Simply send your question via our Contact Us page.

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