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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. We adhere to strict
industry standards for payment processing, including: 1)
128-bit Secure Sockets Layer (SSL) technology for secure Internet
Protocol (IP) transactions. 2) Industry leading encryption hardware and software methods and
security protocols to protect customer information. 3) Compliance with the Payment Card Industry Data Security Standard
(PCI DSS). 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. |
 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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 Competitive Pricing
We offer the lowest prices possible every day, to every pilot of every airline, while
also 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". Whether buying 1 shirt or 100, you always receive our best price.
We simply can't afford to sell for less and stay
in business. Therefore, no additional "airline" or "quantity" discounts are offered. |
 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.
6) A paid invoice is included with each shipment.
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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. (Items are marked as *Not currently
available* when the out-of-stock delay is more than approx 4 weeks.) Your credit card is never charged until 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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 30 Day Return Policy
Please EXAMINE and TRY ON YOUR NEW SHIRTS right away, BEFORE LAUNDERING,
even if you have purchased the same item previously. You may return for exchange or refund, WITHIN 30 DAYS of delivery, any shirt or
other item that is in NEW, CLEAN, UNLAUNDERED condition (no soiled collars, smudges,
stains, ink marks, pet hair, cigarette or cologne odors, etc.). It is the customer's responsibility to
determine if the design, appearance, fabric and fit of a product are acceptable BEFORE
laundering or use, and you have up to 30 days in which to make that decision.
NO returns accepted after 30 days, or on any item that has been laundered, worn, is soiled, or
otherwise is not in brand new condition.
Shipping charges are not refundable.
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 Returns & Exchanges
No return authorization is needed.
A Return/Exchange Form is included with each shipment, or you can use our printable
Return/Exchange Form. Simply
fill out the form and include it with the clean, unused, unlaundered return items, using the shipping method most
convenient to you. Each item should be folded neatly and placed in it's original plastic bag for protection during
return shipping. Returns and exchanges
are processed promptly and a confirmation notice will be e-mailed to you. You can speed the
exchange process a bit by re-ordering your
replacement items online in a new order, then simply return the unwanted items for
a refund. The customer is responsible for all shipping costs associated with
returns and exchanges. Please note: A restocking fee may be charged if returns
require substantial refolding/repackaging. |
 6 Month Warranty
We offer a 6 month warranty on all of the products we sell.
Please check your
invoice or online
order history to verify that the shirt or other item was purchased within the last 6
months, then simply send us an
e-mail
describing any problem you experience with an item. Depending on the problem,
we will make provisions for the return and examination of the merchandise. Any shirt or other
item that we determine to be defective within 6 months of purchase will be repaired, replaced, or refunded, at our option. This warranty does not cover against normal wear or poor appearance
due to improper laundering or care. |
 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.
Detailed 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 New York State address, regardless of the billing
address. The tax rate is based on the county or locality to which the package
is being shipped. |
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