Customer Service

Shipping

Shipping is calculated at checkout.

Alvas also offers Will Call/Local Pickup options for those willing to pickup at our warehouse in San Pedro, CA.

Most orders ship from our San Pedro, CA, USA warehouse. Our team works hard to ensure that your order is accurate and on time. If your order is ready to ship prior to the scheduled ship date, we will do our best to ship it early.

Shipping Schedule
Standard Shipping Schedule:
All orders paid in full by Monday 11:00 am (PST) will ship by Wednesday*
All orders paid in full by Wednesday 11:00 am (PST) will ship by Friday*

Need it faster? Call us and we’ll do our best to help! There is a chance we can rush your shipment and/or expedite the delivery service.

Expediting Options:
– Rush Production Time* ($50 Rush charge may apply)
– Expedited Delivery Service**
– Will Call (Customer Pick Up)

Exceptions:
Products not manufactured by Alvas may have longer production lead times- Specific lead times on products are listed on their product page.
Due to additional processing time, international orders may take longer.
Applying a Rush charge to an order will break the normal shipping cycle for that order. Our staff will present to you the earliest time available to ship, for your approval. If agreed upon, the rush charge will be applied, and the order will be shipped on the agreed upon date.
Additional charges will apply for expedited delivery service.

HOLIDAY SHIPPING WITH UPS:
Be Ready for the Holidays with UPS:
Holiday Service Information & Year-End Holiday Schedule

Delivery
Alvas ships through multiple carriers. Local orders will be delivered by our Alvas team.

If your order is shipping freight, the freight company will contact the phone number you provided to schedule a delivery appointment with you, before arriving at the shipping address. Missing the call, or failing to return the call to the shipping company, could result in a delay of your shipment. If you miss the first call, the freight company will make a few attempts to reach you before deciding to return the shipment to us. Please note the customer is still responsible for the cost for the shipment (or lack of).

Deliveries should be inspected asap. If there are any damages or shortages, Do Not Refuse Delivery. Instead, sign “Damaged” or “Short”, and then contact Alvas immediately. For more information, view the FAQ.

Walk-Ins
Call first – By confirmed appointment only. At times, our warehouse staff may be off-site handling installations or deliveries.

Orders for Maple Barres, Oak Barres, Custom Poplar Barres and Custom Matlay/Marlay will be available for pick up according to our shipping schedule.

Will Calls
Orders paid in full by Monday 11:00 am (PST) will be available for pick up by Wednesday.
Orders paid in full by Wednesday 11:00 am (PST) will be available for pick up by Friday.
Hours for Will Call: By confirmed appointment only. Contact us to schedule an appointment: 310-519-1314

Will Call orders outside our standard shipping schedule are subject to a Rush fee.

Rush orders do not apply to Maple Barres, Oak Barres or Custom Poplar Barres.

Alvas will not be responsible for loading and/or securing will call orders upon pick up.

Customers will be responsible for securing orders and bringing appropriate help and/or supplies.

Returns & Replacements

Customer satisfaction is our primary goal. If you would like to return a product, please contact us to start the process.

Return Policy

Unused merchandise may be returned within 30 days of purchase for credit, subject to a 25% restock/handling charge.

Merchandise must not have any alterations or damages to the product.

Upon approval, Alvas will issue a Return Merchandise Authorization number (RMA) and the Return Form must be filled out. Return shipping costs, including appropriate packaging, are the responsibility of the customer.

Select items are non-returnable, including but not limited to Custom Barres.

The customer is responsible for all of the receiving and returning shipping costs. If you are returning a product to Alvas, products must be protected and packaged correctly, and the Return Form must be included in the return shipment. Alvas is not responsible for any damages incurred during the return shipment to Alvas. Any damages incurred during shipment may forfeit or delay a refund or replacement.

Approved returns will be inspected for shipping damage and manufacture defects. If a product is determined to have a manufacture defect, but free of shipping damage, you may receive a replacement, refund, or credit on your account. Please specify your preference and include documentation in your return.

Contact us for more information.

Replacements

Replacements will be sent free of charge to the same address as the original shipment. Alvas reserves the right to make exceptions.

Refund Policy

Approved refunds are issued by check. The check will be payable and mailed to the billing party/address provided on the original invoice. Alvas does provide refunds by credit card, wire transfer, or other forms of payment.

Damages

In case your merchandise becomes damaged during shipping:

Ground Shipments (ie. UPS Ground)

1. Do Not Refuse Delivery. (Alvas will determine whether the damage is classified as shipping damage or manufacture damage. Do not attempt to determine this yourself) If the shipment was left at the door, follow steps 2 thru 4.
2. Contact Alvas immediately. Claims will not be allowed unless Alvas is contacted within 5 business days of when the merchandise was delivered.
3. Take a photo of the damage and the shipping carton(s). If the carton or packaging was also damaged, do not throw this away.
4. Email the photo, a detailed description of the damage and your contact info to Alvas BFM Office.

All shipments must be inspected within 5 days of when the order was delivered. If you fail to inspect the contents of your shipment you severely limit and possible exclude Alvas’ ability to file claims, collect damages and replace damaged merchandise, hence you will not be entitled to “full credit” nor “full replacement value” for your damaged order.

Freight Shipments (ie. ABF Freight / TForce Freight)

1. Do Not Refuse Delivery. On the delivery company’s Bill of Lading, be sure to sign “Damaged”. The Bill of Lading is the paperwork the driver presents you for your signature.
2. Contact Alvas immediately. Claims will not be allowed unless Alvas is contacted within 5 business days of when the merchandise was delivered.
3. Take a photo of the damage and the shipping carton(s). If the carton or packaging was also damaged, do not throw this away.
4. Email the photo, a detailed description of the damage and your contact info to Alvas BFM Office.

All shipments must be inspected within 5 days of when the order was delivered. If you fail to inspect the contents of your shipment in the presence of the driver at the time of delivery and/or fail to make your note on the Bill of Lading, you severely limit and possible exclude Alvas’ ability to file claims, collect damages and replace damaged merchandise, hence you will not be entitled to “full credit” nor “full replacement value” for your damaged order.