ALVA products offer an outstanding value when comparing price, features, quality and service. We will do our best to answer questions about our products and may at times share our knowledge about how other customers have used our products, if we feel it will be helpful. We do not recommend specific products for any intended use or application as practice standards and provider styles vary dramatically. The final decision to purchase any product is the responsibility of the purchasing party.

If you are not 100% satisfied with any ALVA product you may return it within five days of receipt. You will be responsible for return shipping and a 25% restocking fee which will apply to all returns. Any product that is returned must be in New and Unused Condition and must be in its original packaging. You will be responsible for any shipping damage that occurs during the return shipment.

Shipping

Any shipment over 50 lbs, will be shipped via LTL freight. Charges for freight and shipping are in addition to the price you pay for the products. You may arrange for your own shipping and with advanced arrangements, the products can be picked up at ALVA’s warehouse within 36 hours of your order. At your request, ALVA can also arrange shipping on your behalf. In this case, we will do our best to leverage our relationship with certain freight carriers with the goal of minimizing cost and maximizing service. Please keep in mind that these are third party independent companies. While we do our best to work only with companies that maintain high levels of service and professionalism, we cannot be responsible for the actions of their individual employees.

Basic Curbside Delivery

The basic freight charge includes curbside delivery only. All orders with basic shipping will include a delivery notification meaning once your shipment reaches a terminal in your area, the carrier ( Not ALVA ) will call to set up a delivery appointment with a four hour timeframe window.

All orders with basic shipping also include Lift gate services. A “Lift-Gate” is the service performed when the driver unloads your shipment from the truck bed and lowers it down to the curbside level. He/She will only be performing curbside delivery. Therefore you may wish to arrange for additional help in advance of delivery. Treatment tables, beds and chairs are large pieces of furniture usually weighing in excess of 200 lbs. One person will not be able to lift, and unpack these large items.

*Basic Shipping is curbside. It does NOT include inside delivery and also will not include delivery to your doorstep.

White Glove Tier 1

You have the option to add White Glove Service to your order, which requires an additional charge over and above the basic shipping fee. There are two white glove packages available, Tier 1 and Tier 2. The cost for Tier 1 is $199 and provides for inside delivery only. Inside delivery means your order will be delivered through the first set of doors at the ground level. Please note that if your office shares a common lobby this delivery will be made through the first set of doors not to your office. Please keep in mind that Tier 1 is ground floor delivery only. Your shipment will not be taken up stairs, ramps, elevators, or escalators.

White Glove Tier 2

White Glove Tier 2 is also an additional charge over and above the basic shipping fee. This service includes two people performing inside delivery to the desired treatment room of choice. Up to two flights of stairs are included. Higher floors are also included if there is convenient access to a freight elevator that can accommodate your shipment. Your product(s) will be removed from the box and all packaging materials will be taken away. Depending on your product, some final assembly may be required and is NOT included in this delivery service.

*Please note that each shipment will either be Basic, Tier 1 or Tier 2 depending on your preference. The shipping service level must be designated and paid for at the time your order is placed. We use different freight carriers depending on your location and the level of desired service.

Damages

You or your designated proxy must be present when your delivery takes place. All furniture products are inspected and tested at ALVA before leaving our warehouse. You must inspect your shipment to make sure it is free of shipping damage. Please make sure any shipping damage is well noted on the delivery receipt by the person receiving the delivery. This is crucial because the paper you are given to sign states you accept the delivery “as is”. The driver will not mark it for you. The delivery receipt with notations will be the only proof that the shipment arrived damaged. We recommend that any damage also be documented with pictures at the time the delivery takes place. If the delivery receipt is signed without notations, neither the shipping company nor ALVA will accept any liability for damages.

DON’T LET THE DRIVER TALK YOU OUT OF NOTING DAMAGE ON THE DELIVERY RECEIPT

You have the right to refuse a shipment:

Please check the contents of your shipment and take pictures of both the product and the package. If you receive a shipment with damage please contact ALVA immediately. In some cases, assuming it is acceptable to you, we may be able to send replacement parts that will quickly correct cosmetic damage. However, we need to know that is your choice and we need to work with you to make a claim with the shipping company. You may also choose to REFUSE the shipment all together. If a shipment is refused, please contact ALVA immediately, while the delivery personnel are still present, to begin a claim and receive further instructions. To be honored by the freight company, a claim must be made immediately and all damage must be well documented. If you are refusing a damaged shipment, do not sign for it.

Concealed Damage:

If you open a carton that shows no exterior damage but the interior contents are damaged in some way, please contact Alva Beauty. We require pictures of both the damaged item and the box it came in. Please inspect all contents at the time of the delivery. Do not dispose of the original boxes/packaging until you are sure everything is in order ( this is very important with White Glove Tier 2 as they will be taking the Packaging away when they leave). All returns must come back in original boxes with all packaging.

Box Count:

If ordering multiple items, please check that you have the same number of boxes as shown on the Bill of Lading, which accompanies your shipment. If unsure how many boxes to expect, please call Alva Beauty at 818.242.2600

Returns:

If for any reason you are not satisfied with the order, you have five business days to call and request a return. Please note that all returns are subject to a 25% restocking fee and return shipment is not paid for by ALVA Also please note that all items must be new, unused and returned in their original packaging. A refund (minus the 25% restocking fee) will be issued within 10 business days, once the items have arrived at the ALVA warehouse and passed inspection.

Please call (818) 242-2600 with any questions regarding Shipping, Returns or Damages.