Avena Originals constantly strives to promptly fill all orders as we receive them.  All products are shipped via Purolator Courier unless otherwise specified by the Member placing the order.  All orders placed before 12:00 noon, will be shipped same day.  Orders placed after 12:00 noon may be shipped on the following business day.  Our desire is to be fair to all Members, so therefore we process all orders on a first-in/first-out basis

Prepaid Shipping

Before any orders are processed, shipping charges must be prepaid or Avena must receive instructions to ship orders collect.   Members may request different means of shipping and submit the required funds when ordering.

Drop-Shipping

Members may request that an order be drop-shipped directly to a customer.  It is essential that the correct mailing address and phone number of the drop-ship Customer be given when the order is placed.  Payment for freight is to be made to Avena Originals by the Member placing the order.  When drop-shipping to Retail Customers, the Member may request that no invoice be included with the order.

Shipping Errors

Should you discover that an error has been made in your order, please notify Customer Service immediately so that an adjustment can be made.  

Damaged Shipments

When you receive obviously-damaged package delivered via Greyhound, UPS, Purolator,  we suggest you inspect the damaged cartons thoroughly before signing for the shipment.  If the Agent is unwilling to wait while you inspect your cartons, sign for the shipment - indicating damaged conditions, and be sure to keep all damaged cartons, packing, and products for  carrier inspection later on.  Do not send these back to Head Office until after the Agent’s inspection.

After receiving any damaged products, make a complete list of all products that are damaged or missing, and then contact Customer Service immediately.  Please give all relevant information concerning the shipment.  We must have the date you received the damaged cartons.  We at Head office will be able to file the claim and will rush you a replacement for all damaged products.  Be sure to keep the original packing and cartons for an inspection by the Carrier.

If you receive shipments delivered by mail, notify your local Post Office immediately. Take the damaged products and packing to the Post Office and file a claim, at which point the Post Office will handle the matter.

Shipping Liability

Avena Originals will not be liable for any loss or damage whatsoever (including, without limitation, loss of earnings or consequential damages), caused by, or arising out of, any delay in delivery, error in product shipped, or failure to deliver a product ordered by a Member.

Members Handling Product Complaints From Customers

In every case, it is important to handle each product complaint in a professional manner.  Members who make the extra effort to resolve a problem to the customer’s satisfaction will eventually reap the rewards.

Product Returns

Returning An Unsatisfactory Product

If after using an Avena Originals product, you determine that it is unsatisfactory, you may return it or any unused portion within the 1^st 30 days to Avena Originals. You are required to obtain a Return Authorization Number from Head office before any returns can be accepted. You will receive full credit towards another purchase, or a full refund, at your option.

* Note –100% Empty Containers will not be accepted for refund.

 Return all goods to:
Avena Originals
#20 6200 67A Street
Red Deer, AB, T4P 3E8

Returning For Exchange Or Credit of Sealed or Defective Products after 30 days from Purchase

After 30 days from purchase, under normal conditions,  sealed or defective products may be returned for exchange or credit.  Returns must receive a Return Authorization Number in advance from the Avena Originals head office.  Customers will be advised how to ship returns, and must indicate this RA # on all packages returned.   Return all goods to:

Avena Originals
#20 6200 67A Street
Red Deer, AB, T4P 3E8

Return Of Stock Due To Cessation of Business

In the event that a Health Club Member wishes to cease business, Avena Originals will allow the return of stock according to the following stipulations:

1. The Member, in writing, informs Avena Originals of his / her resignation and provide, within 30 days of resignation, a complete inventory list.
2. All returned goods must be re-saleable, unopened, not discontinued, have clean bottles and labels, be undamaged and not marked in any way, and possess at least 50% of the designated shelf-life of the unopened product.
3. The member ceasing business bears the cost of returning the goods to Avena Originals.
4. Upon examination of the returned goods by Avena Originals, the member will be informed of the value of the returned goods.  They will be valued at 80% of Member’s cost (20% is a handling and re-stocking charge), less any override commissions paid on the original sale of the returned goods.