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COVID-19 Coronavirus Operations Update

ADDITIONAL INFORMATION

This page has been created to provide you with updates regarding our operations during the COVID-19 pandemic. The information on this page is the most up-to-date available and the same information used by our customer support team.

As of this writing we are open and shipping, but with limited resources:

SHIPPING

  • We are currently open, but shipping with limited staff. Outgoing shipments will be delayed by up to 5 business days prior to shipment. (weekends and holidays are not business days) 
  • We email a tracking number when your order ships. If you haven't received tracking (check spam folder...) your order has not shipped yet.
  • Our lobby is currently closed to visitors. In-person pickup of orders is not possible. Please order online for delivery to your home or business.
  • Shipping carriers like USPS and FedEx are also experiencing delays due to the pandemic. Times in transit may be longer than normal. Additionally, carriers are arriving with trucks that are mostly full, or missing their scheduled pickups entirely. If you have a tracking number that isn't moving, this means that the shipping carrier has not met their paid pickup obligations. Your order is on our loading dock ready for the shipping carrier to pickup. 

STOCK STATUS

  • If an item has an "Add to cart" button it is in stock and ready to ship
  • If an item has a "Pre-Order" button it is not in stock. Order now to reserve your place in line and we'll ship when it arrives.
  • If an item says "Sold Out" we do not have it in stock and have no firm ETA. Enter your email address in the stock alert box to be notified when more arrive.
  • The information on the website is the same data used by our customer support team.

CUSTOMER SUPPORT

  • We are currently open with normal customer support hours. The wait time for email or voicemail response is longer than normal.
  • Please don't call/email with a duplicate inquiry if you've reached out previously. We will respond to your original inquiry in the order received and haven't forgotten about you.

RETURNS

HOW WE ARE PROTECTING YOU

  1. We have limited access to our building to essential employees
  2. Our limited staff is practicing social distancing, wearing masks full time, and regular handwashing.
  3. Each employee uses a dedicated computer, pallet jack, and picking cart to minimize cross-contamination.

A Special Message from The Aventon Team:  

Hello, current & future Aventon Customers,

We want to start by thanking you for your support and interest in Aventon products! We are honored you choose us for your bike needs.

Our bikes have become wildly popular and they are in extremely high demand because of their exceptional quality and fair pricing. These last few months, we've been inundated with a 600% increase in order volume.

We are doing our best to get back to everyone as quickly as possible, but as you can imagine, responding to 300+ inquiries per day from our exploding Aventon fanbase is not easy for our small crew. Our teams are working late into the night and on weekends to answer your questions and produce and deliver your bike as quickly as possible.

The pandemic has created exceptional demand for our bikes that provide germ-free exercise and commuting. It has also created a new wave of challenges we’re tackling. 

Here’s our game plan to provide you with the exceptional service and support you deserve:

We are:

  • Hiring more customer care representatives to respond to your inquiries  
  • Adding machinery, workers, and assembly lines to our factories to increase production of our amazing bikes to respond to the record number of orders
  • Exploring new shipping carriers to keep up with high demand

Please understand our incredible partner bike shops are also experiencing their own set of unique issues brought on by the pandemic. They’ve had to overhaul their operations to ensure the safety of their customers.

As a reminder to you, our loyal customers, if you purchased your bike from Aventon.com, please continue to reach out tous for support.

If you purchased your bike from one of our partner bike shops, please reach out to them first.  They are our representatives in your hometown and provide more personal, hands-on service.

We ask for your continued patience and understanding as we work through these unexpected delays. We value and appreciate your business more than we can express.

Thank you for your continued patronage to Aventon.

 

-Adele Nasr, Aventon Team Member

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