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FREQUENTLY ASKED QUESTIONS
 

Can I order by phone?

Absolutely! You may order any merchandise seen on this web site by phone by calling (800)772-1343 during normal business hours (9-7pm EST, 6am-4pm M-F PST). We'll need you to tell us the name or the item number for each product you wish to order. Many people simply make a print-out of their shopping cart and use that for reference during the call. You may pay by credit card, check or Paypal.

What forms of payment does Inside Avenue accept?

Inside Avenue accepts MasterCard, Visa, Discover, American Express credit cards, Paypal and Google Check Out for typical shopping cart purchases. We also accept checks and bank wires for orders placed by phone. If you do not wish to provide your credit card information over the Internet, please call (800)772-1343 and place your order by phone. Although we use a secure web site for order processing, we understand the many people still prefer to speak with a real person before providing sensitive information.

Will I receive and order confirmation?

We send out a confirmation email immediately upon order placement; generally within 5 minutes. This email is an acknowledgement of your order and includes the details of your purchase along with a reference number to assist us when discussing your order in the future. Our order acknowledgement is sent prior to obtaining an authorization on your credit card. If we subsequently have trouble obtaining an authorization from your bank, we will contact you by phone or email to resolve the problem.

What is your return policy?

Your total satisfaction is extremely important to us. For merchandise other than furniture, we generally allow you to return goods within 30 days of receipt. Furniture orders, however, are not shipped "on approval" since many items are custom made to your specifications. Of course, if your merchandise is damaged we will always make it right. Please see our published return policy for complete details.

How do I return merchandise?

Please see our published return policy for details and instructions.

What shipping options are available?

Most merchandise, excluding furniture, is shipped via UPS Ground or FedEx Ground. We currently do not offer "rush" shipping services since most of the items offered for sale do not ship until 7 to 10 days after you place your order. Heavy furniture orders are typically delivered by common carrier or local trucking services. In this case, you will be notified in advance to coordinate the delivery and installation of your furniture.

What is a delivery surcharge?

To simplify our schedule of shipping charges for general merchandise, Inside Avenue computes the charges using the total dollar amount of your order. However, some products offered for sale are extraordinarily heavy in respect to their price and it becomes necessary to increase the amount charged for shipping. Such might be the case for an inexpensive, yet very heavy, stone garden sculpture. Less than 5% of the products listed on this web site have delivery surcharges. When required, such is clearly stated on the product description page and additionally in your shopping cart and during completion of your purchase.

Will I be charged sales tax?
 
Inside Avenue is required to charge sales tax on all orders delivered to addresses in California. Orders shipped outside of California are never charged sales tax and it is up to you to determine if you might otherwise be subject to a state or local tax in your area.

Where does the merchandise ship from?
 
Inside Avenue's main office is located in Sausalito, California. However, most merchandise ordered online is drop-shipped directly from the manufacturer.  Furniture orders are nearly always shipped from the factory.

Can orders be shipped outside the United States?

We ship to any address in the US.  For international shipments, please contact International Checkout for a quote.
International Checkout will process your order, including billing, shipping and customer service. You may pay International Checkout for your Inside Stores order using international credit card, PayPal, or bank transfer. Once your order is completed, please contact International Checkout for all inquiries about your order at support@internationalcheckout.com.
 

How is my merchandise delivered?

Most merchandise, excluding furniture, is shipped via UPS Ground or FedEx Ground. How is furniture delivered? Heavy furniture orders are typically delivered by common carrier or local trucking services. You will be notified in advance of delivery to coordinate the delivery of your goods.

Is my credit card information secure?
 
The Inside Avenue web site uses the very latest secure server technologies and Internet encryption to ensure that all aspects of your order are completely protected. Your browser will indicate a secure connection with our server during order placement by showing a "lock" icon in the lower right corner.

When will I receive my order?
 
Most merchandise is shipped to you within 7 business days after you place your order. You will then need to allow a few more days for UPS or FedEx Ground services to deliver the product to your home. The lead times for all products are listed with their descriptions or you can contact us to inquire. Please note the following:   furniture typically takes 2 to 3 weeks for delivery; "made to order" pillows and faux arrangements typically takes 2-3 weeks for delivery.

What if I receive incorrect or damaged merchandise?

Your total satisfaction is extremely important to us and you can be assured that we will do everything we can to immediately correct all problems with minimal inconvenience to you. Please see our published return policy for details and instructions.
 
What is white glove delivery?

White glove delivery is a class of service used for furniture. Since most national trucking services are unable to transport furniture without damaging it, Inside Avenue uses trucking companies, such as YRC Freight, that specialize in residential furniture delivery. When your merchandise is ready to be delivered, you will be called in advance by the shipping company to schedule a convenient delivery time. Your furniture will be delivered directly to your door. Delivery personnel are not permitted to make alterations to your home or attach items to walls.   If you delivery address has a gate or very steep steps to the door, we will need to be notified before item is shipped to insure the proper delivery truck is used.

When is my credit card charged?

Orders scheduled to be shipped within 2 weeks of order placement are charged in full to your credit card when your order ships. For items with longer lead times, such as furniture, we will charge 50% of the total order value at the time of purchase, and the balance when your order is ready to ship. In call cases, credit card bank authorizations are obtained upon order placement.

Can we see the merchandise in person?
 
Inside Avenue is an e-commerce site only. All of our items are special orders and can only be viewed on line.

How do I track my order?

To track your order, please log in using your email and password set at the time you established the account. If you forget your password, enter your email address and click on "forget my password". We will email you an one-time only password to use. 

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