FAQs

Help/Frequently Asked Questions

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Account Set-up
Why set up an account?
Billing Information
Payment Methods
Login information
How do I update my profile?
Existing phone or fax customer

Order Information
Can I check the status of my order?
Can I check to see if a product is in stock?
Do you have a minimum order?
How do I establish credit?

Returns
How do I return an item?

Search
Product Search

Customer Services
Accounting
Quotations
Special Pricing
What if I need a different colour or size than what is listed in the catalogue?
Can you send me a sample?

About Avenue
How long has Avenue been in business?
What is your remit to address?

Buying Merchandise
Shopping cart information
Review and adjust your shopping cart
Contents of your shopping cart
Remove an item
Update button
How do I check out?
Confirm purchasing and delivery method

Shipping Information
Shipping address
When will my order ship?
How will my order ship?
How long will it take to receive my product?
What are my exact shipping charges?

Terms & Conditions
Pricing and specifications
Payment terms
Exclusive warranty
Buyer's exclusive remedies
Shipping
Guaranteed Delivery Date
Damaged shipments; risk of loss
45-Day return policy and procedure
Controlling law
Sales tax

ACCOUNT SET-UP

Q: Why set up an account?
A: When you set up an account, you can shop at AvenueSupply.ca faster and easier. The AvenueSupply.ca account will automatically store your billing and shipping information plus any additional shipping addresses. This information will appear automatically where needed during the purchase and checkout process. You won't have to retype it each time you make a purchase! Setting up an account also lets you create custom shopping lists for fast, easy ordering, and helps you streamline management of specialized inventories for departments, groups, events, and more.

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Billing Information
Please fill out all the information requested on this page. Note: we deliver only to the United States and Canada.

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Payment Methods
We accept VISA and MasterCard.

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Login information
AvenueSupply.ca recognizes you by your login name. We recommend that you choose an easy-to-remember login name such as your email address. Choose a password combination made up of letters and numbers that others are unlikely to guess. Make sure you write down your login name and password and store them in a safe place where you can find them later. The autologin feature lets you shop at AvenueSupply.ca faster and easier. You won't have to type your name and password each time you enter the site. If you share your computer with others, you may want to log in manually each time to prevent unauthorized use of your account.

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Q: How do I update my profile?
A: Click on the My Account button to take you to your account information page. You can edit your account information, including name, address, billing, shipping, and payment preferences any time. Please make sure your profile information is correct so we can bill you properly and so your orders will arrive at your desired location.

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Existing phone or fax customer
You will need to establish an online account (which will link to your existing account).

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ORDER INFORMATION

Q: Can I check the status of my order?
A: Yes, you can easily check orders that have been entered online. Step one: From Avenue's homepage click on the "Log In" button.
Step two: Enter Login ID and Password and click "Enter" button.
Step three: Click on "Order Status".
Step four: View all Open Orders.
If you would like to view the order detail or track the shipment of the order it's simply a click away.

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Q: Can I check to see if a product is in stock?
A: Yes, you can register on our website to check the availability of a product at anytime. If you would prefer not to register you can email us at info@avenuesupply.com or call us at our toll-free number (1-877-304-1270). One of our knowledgeable representatives will be happy to assist you.

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Q: Do you have a minimum order?
A: No, we do not have a minimum dollar amount for in-stock items. We understand that there are times when our customers need to place small orders. Minimums may apply to lot quantities and custom orders.
We do offer free delivery on orders over $125.00. A $20.00 service fee will apply to all orders under $125.00 in merchandise value and to warehouse pick up orders.

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Q: How do I establish credit with Avenue?
A: An account will be established automatically when you place your first order with Avenue. Open account terms of net 30 days after shipment are extended to firms listed and satisfactorily rated by Dun and Bradstreet. If your company is not rated with D&B, please provide us with the name and address of your bank plus two credit references. To expedite your first order, please feel free to use one of the following credit cards; MasterCard or VISA.

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RETURNS

Q: How do I return an item?
A: If for any reason you are dissatisfied with a product you receive from Avenue, merely call us for shipping instructions and return it within 45 days for full credit. We will even credit your original freight charges. The return of custom and made-to-order products is subject to prior approval and returned goods policy of the manufacturer. Buyer must contact Avenue's Sales and Service Department for confirmation and shipping instructions prior to returning any products. All returns must be shipped prepaid, in resalable condition, and are subject to inspection for damage or misuse prior to issuance of a credit or refund.

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SEARCH

Product Search
The product search box lets you enter a keyword, product number, or manufacturer name. A list is then displayed on your screen of products that are related to any of the keywords or numbers you've entered.
The search option feature lets you customize your search criteria.

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CUSTOMER SERVICES

If you have product application questions, need a special product, have questions about your order, want to return merchandise, or have a freight claim problem, just call our toll-free number for immediate assistance.

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Accounting
If you have questions concerning an invoice, freight charges, credit memo, etc., please call our Accounting Department at 1-905-946-8174.

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Quotations
If you need a written quotation, please call or write. We'll respond promptly with pricing and shipping information.

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Special Pricing
Avenue also offers special volume discounts and annual contracts. Call for information.

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Q: What if I need a different colour or size than what is listed in the catalogue?
A: Avenue has a dedicated Technical Support team who are available to assist you when you are searching for products that are not in the catalogue, help with layouts, custom products, or to answer specific questions you may have about our more technical products. Call Technical Support toll-free number at 1-877-304-1270.

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Q: Can you send me a sample?
A: We are happy to provide samples for many of our products. Please contact us at our toll-free number to check availability (1-877-304-1270). If we are not able to provide a sample, please remember that we have a very liberal 45-day return policy. If for any reason you are not completely satisfied with a product we are happy to take it back. We even credit you for your original freight charges.

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ABOUT AVENUE

Q: How long has Avenue been in business?
A: Incorporated in 1989, Avenue's philosophy has been straight forward, to provide a fast and consistent supply of material handling, safety, shipping, maintenance and commercial supplies while providing the type of service we ourselves would like to receive.

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Q: What is your remit to address?
A: Avenue Industrial Supply Co. Ltd.
35 Staples Avenue, Suite 110
Richmond Hill, Ontario L4B 4W6

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BUYING MERCHANDISE

Shopping cart information
Use your online shopping cart to gather products you want to purchase. It will automatically keep track of the number of items you've selected and how much those items cost.

You can change the quantities of items in your Shopping Cart by changing the number in the column labeled quantity, within the checkout screen.
Press the remove button to take an item out of your shopping cart.
After you have made changes to the item quantities in (or have removed items from) your shopping cart, press the Update button to get a new cart subtotal.
After reviewing your shopping cart contents and making sure everything is correct, you can continue to shop or begin the checkout process.

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Review and adjust your shopping cart
Confirm your purchasing and delivery method and click the continue button. On the next page you'll confirm your billing, shipping, and payment methods.

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Contents of your shopping cart
Change the contents of your shopping cart at any time. To change the quantity of an item, highlight the quantity and type in a new number.
If you want to keep shopping and add more items to your shopping car, select "Click here to continue shopping." The current contents of your shopping cart will be saved so you can continue the checkout process later.

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Remove an item
Click the Remove button to take an item out of your shopping cart.

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Update button
Click the Update button to get a correct subtotal if you change item quantities or remove items from your shopping cart.

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SHIPPING INFORMATION

Shipping address
Are you billing and shipping addresses the same? If so, click the appropriate box. If your shipping address is different, fill out all requested information. You may use alternate addresses to have orders shipped to other places - to branch offices for example. Note: a shipping address cannot be a P.O. Box number.

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Q: When will my order ship?
A: Upon credit approval, in stock orders received by 6:00 pm Eastern Time ship that day. Factory stock orders usually ship within one week.

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Q: How will my order ship?
A: We make every effort to ship your order the most economical way. The majority of orders that weigh up 150 lbs. will ship via UPS or FedEX Ground. Due to the volume for shipping that we do, Avenue has negotiated excellent pricing with a number of motor freight carriers. We proudly pass along savings to our valued customers. Avenue offers free delivery on orders over $125.00. A $20.00 service fee will apply to all orders under $125.00 in merchandise value and to warehouse pick up orders.

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Q: How long will it take to receive my product?
A: We offer 1-2 day delivery to more than 90% of Canadian businesses. Avenue has two (2) strategically located warehouses to ensure that you receive your products quickly and economically.
Our warehouses are located in:
Richmond Hill, Ontario
Calgary, Alberta

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Q: What are my exact shipping charges?
A: With respect to over 98% of our items, delivery is free to all major Canadian metropolitan locations accessible by standard ground transportation routes. We are always happy to provide you with a freight rate. Please email us at info@avenuesupply.com, click on the icon on our homepage to connect to our next available representative, or call our toll-free number (1-877-304-1270) for immediate service.

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TERMS AND CONDITIONS

ACCEPTANCE OF ORDERS; CONTRARY TERMS; ACCEPTANCE OF BUYER'S ORDER IS CONDITIONED UPON BUYER'S ASSENT TO THE FOLLOWING TERMS AND CONDITIONS, AND ANY INCONSISTENT PROVISIONS OF ANY PURCHASE ORDER OR OTHER WRITING SHALL NOT CONSTITUTE A PART OF THE CONTRACT OF SALE. If any of these terms and conditions are not acceptable to Buyer, Avenue must be notified promptly.

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Pricing and Specifications
All prices in the Avenue catalogue reflect Buyer's net cost in Canadian dollars. The prices do not include freight, applicable federal, state, and local taxes, charges and duties, or special crating requirements for export shipment. Buyer shall pay all such costs, taxes, charges and duties. Prices, colours, and specifications are subject to change without notice.

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Payment terms
Open account terms of net 30 days after shipment are extended to firms listed and satisfactorily rated by Dun and Bradstreet. Unrated or unlisted firms are requested to submit two major trade references and the name of their local bank. Buyer may expedite an order, while Avenue establishes open account status, but including payment with the order. NOTE: Avenue also accepts MasterCard and VISA. Orders made by firms applying for credit will not be processed until Avenue has completed its credit review.

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Exclusive warranty
All products are warranted for a minimum of one year (1) by the manufacturer to the extent of the manufacturer's express warranties to Avenue or (2) by Avenue to be free from defects in materials and workmanship under normal use and service. This warranty is exclusive and is in lieu of any other warranty, express or implied, including, but not limited to, any implied warranty of merchantability or fitness for a particular purpose.

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Buyer's exclusive remedies
Avenue's liability and Buyer's exclusive remedies under Avenue's warranty shall be limited solely to repair, replacement, credit or refund, at Avenue's option, with respect to products returned to Avenue pursuant to Avenue's instructions. Avenue shall not be liable, under any circumstances, for consequential or incidental damages, including, but not limited to, labor costs or loss of profits arising in connection with the use of or inability to use product purchased from Avenue.

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Shipping
Most in stock items designated with a solid diamond symbol in the catalogue are shipped on the same day of receipt of your order if received before 6:00 PM ET. Items designated with a hollow diamond symbol are shipped within five (5) business days of receipt of your order. Estimated delivery times for custom, special or non-stock orders are provided upon request. Any extra charges by services requested by Buyer, i.e., special routing, inside delivery or pre-delivery notification are payable by Customer.

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Guaranteed Delivery Date
Our sales representatives will quote you a delivery date when you place your orders. If your order is not received on or before that quoted delivery date, just call us and let us know - we'll send you a check for all your shipping charges! This offer applies only to UPS ground or standard motor freight shipments via the carrier(s) of our choice. Shipments that are delayed while we establish open account status for your company or due to force majeure are excluded.

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Damaged shipments; risk of loss
Buyer should thoroughly inspect all items for shipping damage before accepting delivery. If damage has occurred, Buyer should note the extent of the damage on the freight bill and call Avenue immediately. Although Avenue's responsibility for loss and damage ceases when the products are accepted for shipment by the carrier, Avenue will, when notified promptly of a damaged shipment on any of its designated carriers at Customer's request, file a damage claim for goods, and promptly arrange for shipping of replacement goods. Customer, in turn, shall at Avenue's sole discretion return any or all of the damaged goods as directed by Avenue.

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45-Day return policy and procedure
If for any reason you are dissatisfied with a product you receive from Avenue, merely call us for shipping instructions and return it within 45 days for full credit. We will even credit your original freight charges. The return of custom and made-to-order products is subject to the prior approval and returned goods policy of the manufacturer. Buyer must contact Avenue's Sales and Service Department for confirmation and shipping instructions prior to returning any products. All returns must be shipped prepaid, in re-saleable condition, and are subject to inspection for damage or misuse prior to issuance or a credit or refund. Products not returned within 45 days of receipt will be subject to restocking charges.

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Controlling law
The validity, construction and enforcement of the purchase agreement between Avenue and Buyer shall be governed by and interpreted under the laws of the Province of Ontario.

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Sales tax
Applicable federal and provincial taxes are not included in the product price.

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