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Energy Avenue - Customer Service Information

Shipping

Shipping Costs

Shipping costs are calculated at the time of purchase and determined by product weight and quantity. Heavy and bulky items require special attention and must be shipped separately. For these items, a standard rate will be charged. Please note that orders shipped to Hawaii, Alaska, and outside the continental United States may incur additional shipping charges.

Cancellation

If you need to change or cancel an order, please contact our Customer Service Team during normal business hours by calling 1.800.482.0303, or e-mailing us at customerservice@energyavenue.com as soon as possible. If your order has already shipped, you will have to request an RMA (Return Merchandise Authorization) by submitting your Return request form on our Returns and Exchanges page.

P.O. Boxes

Energy Avenue does not ship to P.O. Boxes at this time.

Alaska & Hawaii or APO, FPO & DPO Shipping

For any questions about our shipping outside the continental United States please call our Customer Service Team @ 1.800.482.0303 or e-mail us at customerservice@energyavenue.com. If by chance we are not available during normal business hours please use this contact form and a Sales Specialist will contact you within 24 hours of your request.

International Shipping

There is a minimum of $100.00 (U.S.) for orders outside the 50 United States. EnergyAvenue.com will ship via DHL, UPS, FedEx or through a U.S. freight forwarder of the customers choosing. Additional shipping charges will apply. Title and Risk of loss of the products pass to the customer upon delivery at the freight forwarder. The customer is also responsible for payment of taxes, duties, tariffs and any other charges levied by government agencies. Payments must be made in full using a credit card or bank transfer at the time of shipment.

Express & Overnight

Express and overnight delivery orders placed after 10am PST will be shipping the following business day. If you have any questions regarding your overnight or express order, please contact 1.800.482.0303 during standard business hours (7am-4pm PST Monday-Friday). Any changes you need to make to the express shipping status must occur within one hour of placing the order or EnergyAvenue.com will assume the method is accepted and proceed with delivery. If the order is placed outside of standard business hours, the account specialists must be contacted before 10:00 am PST the next business day.

Frequently Asked Questions

How do I contact EnergyAvenue.com?

You can contact us by phone @ 1.800.482.0303, by e-mail, by fax 1.702.362.8365, or by using the contact form located here. Our friendly staff is available from 7am-4pm Pacific Standard Time Monday through Friday.

How do I know it’s safe to submit my credit card number?

EnergyAvenue.com takes our customers’ security seriously. During the ordering process when making a payment by credit card, the area in which the payment is made is a secured area of our website. In this secure area, personal information will be encrypted and processed by an official employee of EnergyAvenue.com. Personal information can also be submitted over the phone. To find out how please contact an account manager @ 1.800.482.0303.

What does EnergyAvenue.com do with my personal information?

Information such as billing/shipping addresses, phone numbers, and email addresses, are used to verify credit card purchases with your financial institution and to contact you if there are any issues with your order. We do not sell, rent, share, trade or give away any of the information you provide us, with exception to the financial institution that processes your payment and the shipping carrier that delivers your order. Marketing and promotional emails are only sent with your permission. For more information, please read our Privacy Policy.

Can I change/cancel my order once it’s been placed?

In keeping with our mantra of “Customer Service Is King” we pack orders continuously throughout the day and ship them every weekday to get your items to you as quickly as possible. This can make changing or cancelling an order difficult. However, we will make every effort to accommodate order changes or cancellations whenever possible. If you need to change or cancel an order, please contact our Customer Service Team @ 1.800.482.0303 as soon as possible. If your order has already shipped, you will have to request an RMA (Return Merchandise Authorization) by submitting your Return request form on our Returns and Exchanges page.

What is EnergyAvenue.com’s return process?

To return an item you purchased from us, you can either go to our Returns and Exchanges page or contact us @ 1.800.482.0303 within 14 days after receiving your shipment for an RMA (Return Merchandise Authorization) number. Once you have obtained an RMA number, please send the items to:

Energy Avenue Warehouse
Attn: RMA# (insert RMA number here)
4200 Pioneer Avenue
Las Vegas, NV 89102

Returns are credited within 14 days of being received in our warehouse. Credits are issued to the original payment method. Items must be returned in their original packaging and in a re-saleable condition. For more information about returns, please read our Returns and Exchanges policy.

How do I know when my order has shipped?

If you’ve placed your order before 10am PST on a weekday, all in-stock items on your order will ship out that day excluding holidays. You will receive an email from EnergyAvenue.com within 24 hours containing your tracking information. If any items in your order are out of stock or if your order requires multiple shipments, you will receive an email from EnergyAvenue.com each time a shipment is made. Once shipment information is available, you can also track your order on our website by logging into your account, selecting ‘Order Status and History’ and selecting ‘Track Order’. If you have requested shipment using a carrier other than UPS, please contact us for shipment information. For more information on shipping, please read our Shipping Policy.

What happens if my order arrives damaged?

We understand that many of the items we sell are very fragile, and despite our best efforts breakage does happen occasionally. Should you receive an order with damaged items, simply go to our Returns and Exchanges page, fill out your info, and we will be happy to provide you with a credit or replacement for your damaged items. Due to case quantity restrictions, some items are not eligible for replacement. In these cases, a credit will be provided.

Can I order items that are not found on EnergyAvenue.com?

The answer is ABSOLUTELY!! We have over 10,000 SKU’s to many to list on our site. If there is an energy product you have found on another website, in a catalog or store, we will do our best to find it for you. Please send us an e-mail to customerservice@energyavenue.com or call one of our account managers with your product request.

Is there a warranty on the product I buy?

Yes. Manufacturer’s warranties vary by manufacturer and product, but we stand behind all of the products we sell and are happy to work with our customers directly to resolve issues relating to product performance.

Do you accept forms of payment besides credit/debit card?

Yes. We also accept checks, money orders, wire transfers, and purchase orders (from approved commercial customers). If you wish to place an order using a payment method other than credit/debit card, please contact us for assistance. Please note that orders paid by check or money order will not be shipped until the funds have cleared your financial institution.

Does EnergyAvenue.com offer lines of credit?

Yes. We offer Net30 terms to qualified commercial accounts that will be spending $2,000 a year or more, subject to a credit check. For more information about lines of credit, including a link to our credit application, please visit our Credit Application page.

Does EnergyAvenue.com offer special pricing for high-volume customers?

Yes. Corporate and commercial clients are eligible for special pricing discounts through our high-volume pricing programs. To contact us for more information about special pricing, please visit our High-Volume Discounts page.

Privacy Policy

At Energy Avenue we are committed to your security. Credit Card information is encrypted and personal billing information will only be accessed by staff that logs in using a username and password to view any sales or customer information.

Collecting Personal Information

EnergyAvenue.com collects personal information such as: names, postal and email addresses, phone and fax numbers and billing information. EnergyAvenue.com will use this personal information to process billings, reply to inquiries, in recordkeeping, and to keep you up-to-date on the status of your order. We may also use this information for marketing research but we will not report or publish any personal information provided to us.

We do not share personal information

EnergyAvenue.com will not sell, trade, rent, release or share your personal information. The only time this information would be released is if it is required by law (subpoena) or a government agency has requested it for investigation purposes or if there is suspicion of fraudulent activity. Personal information may also be shared if your communication has suggested harm to others.

How do I correct or update my account information and order(s)?

If you would like to change, correct, or update your account information or your orders in any way prior to shipment, please contact our Customer Service representatives at 1.800.482.0303.

If you have subscribed to our e-newsletter and would like to change the e-mail address for your subscription, please follow the instructions in the e-newsletter for unsubscribing with the old address, and then re-subscribe with your new e-mail address.

Can I have my name removed from EnergyAvenue.com’s active records?

If you have subscribed to our e-newsletter, follow the instructions at the end of every e-newsletter to remove your e-mail address from our subscriber list.

If you would like your name removed from our active records, send an e-mail to customerservice@energyavenue.com.

How do I contact EnergyAvenue.com with questions about this policy?

If you have any questions about this privacy statement, the practices of our Web site or your dealings with this Web site, please e-mail our Customer Service Department.