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  Integrity
Pilot House will always try to provide you
with the best service on quality pilot shirts and accessories. We
work very hard to insure that all of our products will perform well, are competitively priced,
offer very good value, and are accurately represented in our
pictures and detailed descriptions. |
 Privacy & Security
All customer information, phone numbers and e-mail addresses are kept strictly confidential.
No customer information is ever provided to any other party for any reason and we
do not solicit by phone or e-mail. All online customer and credit card information is secured
using SSL encryption technology. Depending on your browser settings,
you can expect a security notice to appear when going from the store or
informational sections of our site to the secure login or checkout
pages, and again
upon exit from the login and checkout pages. |
 30 Day Return Policy
You may return for exchange or refund, within 30 days of delivery, any
shirt or other item that is returned in NEW, CLEAN, UNLAUNDERED condition (no smudges, stains,
ink marks,
pet hair, odors etc.). It is the customer's responsibility to determine
if the design, appearance and fit of a product is acceptable BEFORE
laundering or use, and you have 30 days in which to make that decision. Item should be
placed in it's original plastic bag for protection during
return shipping. Credit will NOT be issued for any item that has been laundered, worn, is soiled,
or otherwise is not in brand new condition, or if it is past the 30 day period. Shipping charges are not refundable. However, Pilot House
will pay to ship, via ground service, the same quantity of replacement items
back to you on any exchange request.
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 6 Month Warranty
Any shirt or other item that we determine to be defective within 6 months
of purchase will be repaired, replaced or refunded
on a prorated basis, at our option. This warranty does not cover
against normal wear or poor appearance due to improper
laundering or care. Please
e-mail
or
call us with 6 months of purchase to discuss
any problem you are having with a product.
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 Fast Service
Most in-stock orders (over 90%) are processed and shipped on the
first business day upon receipt. Depending on your distance from our warehouse
in Upstate NY, you can expect delivery of in-stock items to your door in 1 to 8
business days. Out-of-stock items may delay shipment for a few days or
more; You will be notified immediately via e-mail of any backorders or shipping delays,
and an estimated ship date will be provided.
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 Order & Shipment Confirmation
1) At the end of the the online checkout, you should print the Order Confirmation & Receipt and save it for your records. Note
that a new order number will be applied when the order transfers from our web server to our computer system; we can access your
order using either number.
2) You will receive an automated order confirmation e-mail shortly after you place your web
order. If you notice an error after ordering, please notify us immediately via
e-mail;
If the order has not yet been shipped, we will edit your order and confirm the change and status via e-mail.
All orders are reviewed and processed on the first BUSINESS day upon receipt. Most orders are packed and shipped immediately.
3) If there will be any delay in shipping your order, we will immediately notify you via e-mail and include an estimated ship
date.
4) When your order has been shipped, we will send a shipment confirmation e-mail at the end of the business day.
This e-mail will include a UPS Tracking Number or a US MAIL Delivery Confirmation number.
5) You may also view order status information online by logging in with your e-mail address and password.
Order status information
is updated at the end of each business day.
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 Backorders
We generally have up to 5000
pilot shirts available in our warehouse to immediately fulfill your
order. However, manufacturer's delays occasionally cause
an out-of stock condition and a delay in shipment. We will provide
notification to you via e-mail if an item is
delayed or backordered, along with an estimated shipment date.
Whenever possible, we provide an availability date in the
size-selection menu for those items that we know will be
out-of-stock for more than a few days.
Your credit card is not charged until the merchandise is ready
to be shipped. You may substitute an alternate item or
cancel a backorder at any time. If a partial backorder
results in two separate shipments, Pilot House will pay the
shipping charge, via Priority Mail or UPS ground service, on the backorder shipment.
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 Returns & Exchanges
A Return/Exchange Form is included with each shipment, or you can use our printable
Return/Exchange Form. No
need to call, and no return authorization is needed. Any item
returned in clean, new, unlaundered condition within
30 days of receipt will be processed promptly for exchange or refund of the
purchase price of the item. (Credit will NOT be issued for any item that has been laundered, worn, is soiled,
or otherwise is not in brand new condition, or if it is past the 30 day period.) A refund or exchange shipment confirmation notice
will be e-mailed to you. Shipping charges are not refundable.
The customer is responsible for the cost of returning items to Pilot House
using the shipping method most convenient to you. Pilot House will
pay to ship, via ground service, the same quantity of replacement items
back to you. To speed the exchange process, you may
e-mail
us to request
the replacement items for immediate shipment. We will charge your
credit card for the new items (no shipping charge) and then issue a refund
for the clean, unused, unlaundered original items when they are returned
within the 30 day period.
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 Competitive Pricing
We offer the lowest prices possible every day, to every pilot of every airline, while providing quality products and the best service. Our
prices are well below retail or suggested list prices. List or MSRP prices are displayed next to our discounted selling price to show your savings.
In fact, our prices are often below other suppliers who claim to offer a "low price guarantee". Phone orders, web orders and mail-fax orders all get the same low,
competitive prices. Whether buying 1 shirt or 100, you always receive our best price. If we could afford to sell for less and stay
in business, we would. Therefore, no additional "airline" or "quantity" discounts are offered. |
 Shipping Charges
Except for Santa Claus, there is no such thing as "free
shipping"... no one at UPS or the Postal Service works for free,
nor do they ship our packages for free. We itemize the shipping charge apart from
the merchandise price as a more accurate and honest approach, rather than hiding the
cost by adding several dollars to the price of each shirt. Our shipping charge
reflects the actual cost to transport our goods to your door, including carrier
cost, fuel surcharge, insurance and packaging, and does not include any profit. Generally, the shipping cost per item
decreases as the order quantity increases, so you save on shipping costs
with larger orders.
More Shipping Information here. |
 Sales Tax
New York State requires that we collect
applicable state, county and local sales tax on any order that is shipped to a NY state address, regardless of the billing address.
The tax rate is based on the county or locality to which the
package is being shipped. Currently, there is no state tax on
items of clothing we sell, so only county or local sales taxes
will apply. |
 Cookies
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any user information from cookies; our session cookie exists on your computer only to maintain
data during the ordering process. Click here for more info:
Cookies
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