Orders & Returns
Click on the sections below for more information:
- Is it safe to use my credit card on your website?
- How do I know my connection is secure?
- What if I can't access the secure server?
- How do I order online?
- How do I order by telephone?
- What if I'm ordering outside of the U.S. and Canada?
- How will I know my order has been received?
- What forms of payment does Avana Comfort accept online?
- What if I don't have a credit card?
- When will my credit card account be charged?
- How will this purchase show up on my credit card statement?
- Will you send my order C.O.D.?
- Do I have to pay sales tax?
- What is Avana Comfort's return and exchange policy?
- How do I receive a refund?
- Hey! I think I got charged twice! What's going on?
Is it safe to use my credit card on your website?
No worries. Shopping with Avana Comfort is absolutely safe because we use a technology called Secure Sockets Layer (SSL) to protect your information as it is transmitted to us. In a nutshell, SSL is the gold standard in Internet encryption technology, which means it scrambles data as it travels from your computer to our website's server.
How do I know my connection is secure?
Anytime you click "Buy Now," you'll be transferred to our secure shopping cart at https://www.avanacomfort.com. (FYI: When "http" changes to "https" in a URL address, you are being moved to a secure server. That's good.) Check the bottom corner of your browser window. If you see a closed lock or an unbroken key (depending on your browser), then SSL is active and the server is secure.
What if I can't access the secure server?
If you can't access the secure server for any reason, please place your order by phone at 1-866-384-2801. Some browsers and firewalls do not permit communication through secure servers. In that case, you won't be able to connect to the server and therefore won't be able to place an order through an insecure connection.
Easy! Do this:
1. Add items to cart
On every product page, there is a "Fabric/Color" dropdown. Select the fabric and color combination you'd like and click "Add to Cart" to add that item to your cart. At this point you have not purchased the item, you're simply storing it in your shopping cart until you wish to checkout.
At any point during your web visit, you may hover over the "My Cart" button in the upper right-hand corner and click "Checkout" to see the contents of your shopping cart. Because we do use cookies, this shopping cart will remember your selections for up to 14 days later.
2. Checkout
If you are not already in the shopping cart, hover over the "My Cart" button in the upper right-hand corner and click "Checkout." Review the items in your cart. If you need to change something, you can: * Remove items from your cart by clicking the black X button next to those items. * Edit the quantity of any item by typing the correct number in the Qty (Quantity) box, then clicking "Update Shopping Cart." * Update price to reflect a promotion by typing the code in the Discount Codes section and clicking "Apply Coupon." When you are satisfied with your order, click "Proceed to Checkout" to continue.
3. Shipping and Payment
Tell us where you would like your order to be delivered (no post office boxes, please). You will be asked to provide us with an e-mail address so we can send you tracking information. If you would like to receive promotional e-mails, there is an area to accept or decline marketing communications. If your shipping address differs from your billing address, make sure the "Ship to Different Address" radio button is selected.
Fill out billing address information, if applicable, then payment information. Please note that your checkout will not be complete until you hit the "Submit Order" button.
To order by phone, U.S. and Canadian residents can call toll free at 1-866-384-2801.
All local and international residents should call 770-246-6400.
When ordering, please have the following ready:
- Product(s) and color(s) of products you would like to purchase
- Your credit card type, number and expiration date
- Your credit card billing address
- The address you want to ship to
- Your preferred shipping method (click here to learn more about shipping)
- Any promotional codes you have received (click here to sign up for promotional e-mails)
- Your e-mail address, for security purposes
What if I'm ordering outside of the U.S. and Canada?
International customers can place orders by calling 770-246-6400 or by e-mailing Customerservice@javanacomfort.com. Our Customer Service Department will follow-up with a Proforma Invoice (an official price quote which includes applicable airfreight charges), then wait for your final approval before shipping. Please be aware that any duties or taxes from your country of residence are not included on our invoice. You will be responsible for these additional charges.
When ordering, please have the following ready:
- Product(s) and color(s) of products you would like to purchase
- Your credit card type, number and expiration date. We also accept PayPal and a Bank Transfer
- The address you want to ship to
- Your preferred shipping method (click here to learn more about shipping)
- Any promotional codes you have received (click here to sign up for promotional e-mails)
- Your e-mail address and contact information in case customs needs to contact you and for security purposes
How will I know my order has been received?
After your order is submitted, you will receive an e-mail confirmation with an order number and order summary.
We will also notify you via email when your package ships and what your shipment tracking number is for FedEx.
What forms of payment does Avana Comfort accept online?
We accept the following forms of payment:
- Visa
- MasterCard
- American Express
- Discover
- Check/Money Order (orders will be placed on hold until check/money order is deposited)
What if I don't have a credit card?
Don't worry. You can place an order using a check or money order by downloading our order form and mailing it in. Please do not send cash. U.S. and Canadian residents can call toll free at 1-866-384-2801.
When will my credit card account be charged?
Your credit card will be charged when your order ships. Please keep in mind pending authorizations may become invalid after 7 days
How will this purchase show up on my credit card statement?
Avana Comfort purchases will show up on credit card statements as Jaxx/Avana
Will you send my order C.O.D.?
Sorry, we do not currently accept C.O.D. orders.
In the U.S. sales tax is collected on a state by state basis. Please type in your zip code in the cart to estimate shipping costs and taxes. Orders to the U.K. will be subject to a 17.5% VAT. International orders may be subject to taxes and duties from their country.
What is Avana Comfort's return and exchange policy?
We are totally committed to your positive shopping experience and thorough enjoyment of your new product! If you are not completely satisfied with your purchase, you may return it within 30 days for an exchange or a refund.
Returns must be pre-approved by our Customer Service Department. To obtain approval, simply contact us via e-mail at customerservice@avanacomfort.com or call toll free at 1-866-384-2801 and explain the reasons for your return. If your merchandise fits our criteria, our friendly customer service representative will issue a Return Authorization Number (RMA) and confirm the shipping and credit details at that time. The RMA confirmation will be sent to you via e-mail for your records.
Exchanges may take up to 10 business days to manufacture and ship from our facility after the original item passes Quality Control. If the original item does not pass Quality Control, then you will not be entitled to a free exchange. If there are any further charges to complete the exchange order, you will be billed on the same credit card as submitted on the original order, unless otherwise specified. Resalable items may be exchanged within 30 days and we will cover all shipping and handling (max 1 exchange).
- Restockable merchandise - we cannot accept any non-resalable product, which includes products with food crumbs, pet hair, smoky odor, or damage to legal labels
- Requested within 30 days of the delivery date via the courier
- Returned in full (cover, liner, and foam). Customers who are unable to return the full unit are subject to a 20% restocking fee.
- Shipped via UPS, FedEx or a courier that issues a tracking number emailed in response to an RMA email
- Returned with a copy of your invoice and RMA number
- Note: unless there is a manufacturer's defect or mistake, customer is responsible for return shipment
Once we receive and inspect your returned merchandise, we will promptly refund the cost of the merchandise plus any applicable taxes. We do not issue credit for shipping and handling charges unless you were sent a defective product or the wrong product.
We will notify you via e-mail as soon as your refund has been processed. Your refund will be credited to the credit card that you used to make your purchase. Please allow two billing cycles for the refund to appear on your credit card statement.
Hey! I think I got charged twice! What's going on?
Ah, sounds like you used a debit card. Don't worry, this is what's happening: When you purchase with a debit card, an authorization is made from your bank for the transaction amount. (This is a check to make sure you do indeed have those funds in the account. Remember a debit card does not work like a credit card.) Next your bank places a hold on the funds in anticipation of receiving the actual withdrawal. But Avana Comfort won't charge you until your order ships, so you will see an authorization, then several days later you'll see an actual charge. You are NOT being charged twice.
In the event that your order is cancelled, all you have to do is call your bank and request an immediate release of any holds on your account.