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How to Place an
Order:
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Orders
can be placed on our website 24 hours a day 7 days a week. Want to email or
talk to a sales person? We welcome you to contact our sales department to
chat with our knowledgeable sales representatives at 877-480-8664.
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Payment Options:
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We
accept VISA, MasterCard, American Express, PayPal. Debit cards are welcome
but before making any large purchase, you may want to check with your card’s
issuer to make sure you are not exceeding your card’s daily or transactional
limit.
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Order
Verification / Fraud Prevention:
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All
orders placed through PiloteStore.com are subject to our verification process
for order accuracy and authorized valid payment. For security reasons, we may
contact you via email or phone requesting additional information.
In order to guard against fraudulent activity, PiloteStore.com must verify
the bill to and ship to address. Please be sure to provide your exact billing
address and phone number (the address and phone number your credit card bank
has on file). Incorrect information will cause a delay in the processing
time.
If your shipping address is different than you're billing address (where you
receive your credit card statement), please call your credit card bank to
make them aware of the shipping address. Informing your credit card bank
about your the shipping address will not change any existing billing
information; it will be temporarily listed in the banks memo field for
purchase verification only. Please recognize that calling your credit card
bank about an address notification may not only be necessary, but it will
also speed up the verification process.
If your selected payment method is PayPal, we will ship your order to a
PayPal confirmed address only. A PayPal confirmed address is an address that
has been reviewed by PayPal and found to be safe based on information related
to the address. For example, a credit card billing address is confirmed
because PayPal can check that the address is the same as the address on file
at the credit card company.
We are currently unable to process any credit cards that are billed to an
address outside of the United States.
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Order
Confirmation:
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A
confirmation displaying an order number will appear on the checkout page
immediately after your order is submitted. If an order confirmation did not
appear after the final submit button, we may have received your order, but
communication from our server to your computer was interrupted. Please
contact customer service to verify if your order had been received.
You will also receive an order confirmation via email after completing your
order online or by phone. An email address* is required so that we may keep
you informed on the status of your order. Please recognize that your ISP or
email client may have a filter that is preventing the email confirmation from
getting through to you. Please check your Junk Mail folder and/or turn off
your Spam Filter to allow e-mail from customerservice@PiloteStore.com.
* We will never share your email address with unrelated 3rd party except as
necessary to fulfill transactions that you initiate. Click here to see our
privacy policy.
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Order Processing
Time:
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It
may take approximately one or two business days to process an order before it
ships, provided that the merchandise is in stock and that we are able to
complete the address verification and payment process. The estimated time of
arrival is determined by the chosen method of shipping and the carrier's
local delivery guidelines.
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Order Status and Tracking
Information:
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You
can check the status of your order on our website at anytime by signing in to
My Account. Enter your email address and password to view the status of all
existing and previous orders. You may also contact our Customer Support for
order status information.
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Order Change / Cancellation:
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You
may request an order change or cancellation by phone as long as it has not
been processed for shipping. Since orders are usually processed quickly,
notifying us of an order change or cancellation via email is not recommended,
as we may not get to your request in time. Please contact our Customer
Support line at 1-877-480-8664 to request a change or cancellation.
If your order was shipped before you requested a cancellation or
before any changes could be made, you can refuse delivery and we will refund
you for the purchase less our shipping and processing cost.
If the order payment was through check or money order, we will refund you by
check after 21 business days following the receipt of your check or money
order.
We are unable to reinstate an order once it has been cancelled. You may place
a new order subject to our current availability and pricing.
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Rebates:
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PiloteStore.com
wants to ensure that you get the best possible prices anywhere. We will make
every effort to notify you about any additional savings that may be available
through manufacturer rebates. Please recognize that manufacturer rebates are
under the control of the manufacturer, not PiloteStore.com.
Rebate programs vary greatly between manufacturers and models; each rebate
program has its own set of terms and conditions. Please make sure to follow
all the rebate terms and conditions instruction carefully since failure to do
so may lead to the forfeit of a rebate claim.
Here
are some helpful tips:
DON'T TOSS THE BOX:
With most rebates it is necessary cut off* and send in the original UPC code
and/or serial number printed on the items' packaging.
KEEP THOSE RECEIPTS:
Many rebates require you to mail in the original sales receipt for proof of
purchase. Therefore always keep a copy for your records.
MAKE COPIES OF EVERYTHING:
On occasion rebate fulfillment centers will have no record of your rebate
claim. You may have to resubmit your application.
DO NOT DELAY:
After your purchase, there may be as little as one week to send in the rebate
claim.
BE SURE TO FOLLOW UP:
If you receive no communication regarding your claim within the specified
response time, please contact the rebate center listed on the rebate form.
SORT YOUR MAIL CAREFULLY:
Make sure you do not inadvertently discard your rebate check along with any
junk mail you may have received.
We are not responsible for rebates denied because of a late claim, improper
submission, or any for any reason a rebate was not redeemed or not
redeemable.
* Important Note: Products offering mail-in-rebates are non-returnable to PiloteStore.com
once the rebate claim has been submitted. Be sure that the product is working
and that you intend to keep the product before filing for rebates. Products
missing UPC codes from the box are also not returnable; a credit or exchange
will not be processed even if a return authorization was issued and your
return was accepted. Please contact our customer service department if you
have any questions before removing the UPC code from your product.
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Shipping Address
Change:
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Once
an order has passed our verification process, the shipping address cannot be
changed if it is different than the billing address. You may cancel the
existing order, provided that it hasn't been processed for shipping, and
place a new order with a different shipping destination.
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Backorders:
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If
an item in your order is not in stock, we will not hold the rest of your order
until the item is available. We will ship the available items and backorder
the item that is not in stock, provided that the available item on your order
is not an accessory to the backordered item.
In most circumstances, we will ship the backorder shortly after it was
ordered, unless you are notified otherwise. You may always cancel a backorder
for a full credit by contacting our Customer Service department.
PiloteStore.com will not bill your credit card for an item that is not in
stock. Occasionally, an item is found to be out of stock after the order has
been processed due to an inventory discrepancy. We will credit your account
for the value of that item if it is not expected shortly. If the backordered
item becomes unavailable to us we will notify you via email and issue a full
credit if your card has already been charged.
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Drop Shipping:
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All
items purchased from PiloteStore.com are shipped from our warehouse. In some
circumstances PiloteStore.com will arrange for the item to be shipped
directly from our source in order to help you avoid a longer wait time (e.g.
special order item, or in the unusual event that a backordered item is not
expected to arrive at our fulfillment center within a reasonable time.)
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International
Orders:
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We
currently do not accept orders for shipment outside the U.S.
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Order Acceptance and Limitations:
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Any
order confirmation (electronic or paper receipt) given to you through PiloteStore.com
does not signify our acceptance of your order, nor does it constitute
confirmation of an offer to sell. PiloteStore.com reserves the right to
decline and cancel an order, or supply less than quantity ordered at any
time.
Given the popularity and shortage of some items, we may at times have to
restrict the quantity of a particular item ordered. We will notify you if we
are unable to accommodate your order. PiloteStore.com may, at its own
discretion, limit or cancel quantities purchased per person, per household or
per order.
We do not sell to dealers, resellers, exporters, wholesalers, or customers
who intend on reselling products offered through PiloteStore.com.
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Pricing:
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Price
Protection: Due to the unpredictable nature of the technology market, we
cannot offer price protection credits on merchandise previously purchased on
our site. Prices are subject to change at any time without notice based on a
combination of factors that are generally out of our control. They are
usually dictated by market and availability conditions and/or by the
manufacturers themselves and are often as likely to increase as they are to
decrease. Once you have completed your purchase, the price you pay remains
unchanged regardless of whether the price on our site has since increased or
decreased. Please rest assured that we are offering you, our valued
customers, the best possible price we can based on our real-time cost for the
merchandise at that time.
Pricing
Error: Despite our best efforts to advertise prices appropriately, some items
may be advertised incorrectly due to a typographical error. We reserve the
right to refuse or cancel an order for an item that was priced incorrectly,
whether it has been confirmed, charged, and even shipped. If an order is
refused after it was shipped due to a pricing error, we may issue a charge to
reconcile the price difference. The pricing posted on our website may not
always be identical to those found on some price comparison shopping
websites. Prices listed on most price comparison websites may take up to 24
hours to update and match our site.
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Taxes:
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PiloteStore.com
will automatically charge and withhold the applicable sales tax for orders
delivered to an address in the state of North Carolina. We do NOT charge
sales tax on any orders shipped to other states in the USA. If your credit
card billing address is in the state of NC and your ship to address is not,
you will not be charged sales tax. A 7% sales tax is automatically calculated
on both the value of the product's and the shipping charge as required by North
Carolina State law.
International
shipments are generally subject to local import duties and taxes. We are not
responsible for, nor can offer any specific advice regarding any customs
related fees that you may incur. For specific information, please consult
with your local government import office.
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Return Policy
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To
help maintain our customer 100% satisfaction guarantee, most merchandise
purchased from PiloteStore.com may be returned for 14 days for a full refund
or a replacement (no restocking fee). All product returns require a RA#,
(return authorization). A RA number must be issued within 14 calendar days
after the date of purchase; it will be valid for 14 calendar days after it’s
issued. DO
NOT RETURN ANY PRODUCT TO PILOT TRAVEL CENTERS STORE LOCATIONS; THEY WILL BE
UNABLE TO PROCESS A RETURN.
*Exceptions apply. See below
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Refunds:
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Refunds
are applied to the payment method used at the time of purchase 5-10 days
after receipt of the returned merchandise. We will only refund the value of
the merchandise returned, not the shipping and handling charge.
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Exchange:
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If
you purchased a product from PiloteStore.com that you wish to exchange for an
alternative, you can return the item for a full refund and simply place
a new order for the item you desire. We do not apply a refund credit to your
new purchase.
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Defective items:
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An
item that was discovered to be defective upon receipt can be replaced with
the same model only. You may also return a defective item for a refund,
however a 10 percent processing fee will apply. The processing fee will only
be applied if you choose to return the item for a refund. We will certainly
replace an item that was defective prior to receipt, without a restocking
fee.
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Damaged items:
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All
Packages are inspected for damage before they ship from our warehouse. If
your package has been damaged in transit, please contact us immediately. We
must be informed of all shipping related claims within 1 business day
after the date of receipt. We do not issue refunds for returns of damaged
merchandise. An item that was discovered damaged upon receipt will be
replaced with the same model only.
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Return shipping:
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Return
shipping cost (the cost to send an item back to our store) is like or
comparable to your cost of driving to any store for returning an item, which
is not reimbursable. Therefore, we do not reimburse any return shipping cost.
If an item you received is defective, we will certainly replace the item with
a new one, however we do not cover or reimburse the shipping cost for
returning defective merchandise back to our store. We will ship the
replacement product to you at our cost, and use every good measure to ensure
that the replacement order is processed quickly.
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Replacement:
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We
will send a product replacement after the authorized return has completed our
receiving/inspection process. The replacement will ship within four business
days following our receipt of your return. Please allow additional processing
time after Holidays. Although it is our goal to ship a replacement as quickly
as possible, we do not send replacements before we receive and inspect the
returned merchandise. To receive a replacement more quickly, you may place a
new order for the same item (shipping not included), and we will issue a
refund for the full value of the returned product (including shipping), upon
completion of our return process.
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How to Return
Merchandise:
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Please
contact us at 1-877-480-8664 for a return authorization number (RA #). If you
do not have the return form, we will provide it to you together with your RA
number. Please fill in the requested information on our product return form,
and carefully follow the instructions for return. DO NOT RETURN ANY
PRODUCT TO PILOT TRAVEL CENTERS STORE LOCATIONS; THEY WILL BE UNABLE TO
PROCESS A RETURN.
Product Condition:
Returned merchandise must be in original condition, and include all factory
packed accessories and paperwork (e.g. battery, charger, cords, straps,
unmarked warranty card, manuals etc.), in the original manufacturer box and
packaging with UPC, barcode, and serial number intact,
Incomplete returns will receive a reduced credit reflecting any missing
peripherals.
Removal or alteration of a product's UPC number or serial number label will
automatically void any possibility of return for credit or replacement.
Products that are returned to PiloteStore.com with a missing or altered UPC
or serial number will be returned to the sender.
The product serial number must match the serial number in our database (PiloteStore.com
maintains serial number tracking).
Return merchandise must be double boxed with no writing on the manufacturer's
box. Your Return Authorization Number must be displayed prominently on the
outside of the shipping box.
Retuned merchandise that is lost or damaged during transit is solely the
shipper's responsibility. It is important save the tracking information and
to properly insure all merchandise being returned to PiloteStore.com.
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Return
Exceptions:
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Although
we have a very flexible return policy on most of the items we sell, there are
some exceptions.
The following items may not be returned.
- A/V
Furniture
- A/V
Receivers
- Apple
ipods
- Consumables,
including but not limited to recordable media, film, digital memory,
tapes, batteries, paper, and ink.
- Mobile
phones
- Panasonic
DVD recorders
- Computers
- Software
(after opened)
- Televisions*
- Wall
mounting brackets (after the manufacturer's box has been opened)
- Special
order items
* All
televisions are covered by the Manufacturer Warranty. In home service is
available on most TVs depending on the manufacturer and the size of the
television. If defective, they will be serviced (repaired or replaced) by a
manufacturer authorized service technician.
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UPS:
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All
merchandise except for oversized items (e.g. plasma and rear projection
televisions) advertised on PiloteStore.com are usually shipped via UPS.
All packages shipped from PiloteStore.com require a signature upon delivery.
Please arrange for someone to sign for the delivery if you are unable to do
so. We recommend that you provide an email address, so that we may keep you
informed on the status of your order, and send you tracking information. You
will be able to track your order online or by phone for an estimated time of
arrival. UPS will attempt to deliver your package three times before
returning it to PiloteStore.com.
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United States Postal Service (USPS):
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If
the destination address is a PO Box or an APO/FPO, we will ship your order
via USPS since FedEx is unable to deliver to those destinations. We will
provide tracking information via email after your order has shipped. Items
delivered to a PO Box or an APO/FPO will be delivered in 7 to 10 business
days. Final delivery for APO/FPO destinations will be subject to the terms
and conditions of the APO/FPO services. Not all items can be shipped via
USPS. Some items that are shipped via USPS may be subject to an additional
shipping charge. If necessary, PiloteStore.com will contact you before the
order is processed.
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Oversized Merchandise Delivery:
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Oversized
merchandise (plasma, rear projection and LCD televisions over 42") are
shipped via a trucking company that specializes in Home Delivery. Since these
items are large and fragile they require special handling and cannot be
shipped via standard delivery methods.
Merchandise shipped via this specialized Home Delivery service will be
delivered in 5-7 business days following the shipping day. A shipping company
representative will contact you while the TV is in transit to schedule an
appointment for delivery. You will be provided with a 4-5 hour delivery time
window between 8:00am and 5:00pm Monday through Friday. If you will not be
available to accept delivery during those hours, you may request a special
delivery time for an additional fee.
Although it is unusual for our oversized merchandise, shipped via our special
Home Delivery trucking company, to sustain damage during transit, it is
important to inspect the merchandise upon delivery! Please inspect the
merchandise (NOT the box it came in) for damage. The delivery driver is
required to wait while you visually inspect the merchandise for physical
damage. It is not necessary to lift the merchandise out of the carton for
inspection; you may simply remove the plastic tabs located on the side of the
box, and then easily slide it off the merchandise.
Please recognize that shipping cartons do occasionally sustain a little
damage during transit. Do not refuse the delivery if you notice damage to the
box. Please remove the box and inspect the actual merchandise for physical
damage before signing acceptance for the shipment. Also, please recognize
that the Drop n' Tell sensors (attached to the outer carton) are extremely
sensitive, and may indicate that the TV was dropped even though there is no
damage at all. If the drop-n'-tell sensor was triggered, please indicate so
on the bill of lading (BOL), and inspect the merchandise for physical damage
(inspect the TV frame and screen for cracks).
If the merchandise (NOT the shipping carton) is damaged, please refuse the
delivery and make a notation describing the damage on the delivery manifest
receipt. We will send a replacement immediately after we receive confirmation
from our carrier that the merchandise has been damaged.
Additional fees for oversized merchandise delivery will be applied to the
following circumstances:
Redelivery (oversized merchandise only): If you are not at the delivery
location when the driver attempts delivery during the scheduled delivery time
window, or request the driver to come back at a later time, there will be a
$50 charge.
Refused Delivery (oversized merchandise only): If you refuse delivery on
merchandise that is not defective or damaged, you will be refunded for the
returned merchandise less our cost of shipping (including the return) in
addition to our standard 10% return processing fee.
Special Delivery: To request a Special
Delivery time window, please inquire with the delivery scheduling agent when
they contact you to arrange a delivery appointment. If a special delivery is
performed upon your request, you will be billed through PiloteStore.com based
on the following rates.
- Delivery
before or after hours (before 8:00am, after 5:00pm) - $50
- Smaller
time window - $50
- Saturday
Delivery - $50
- Sunday
or Holiday - $100
*
Oversized merchandise will be carried two flight of stairs if necessary.
There will be a $50 fee for each additional flight of stairs.
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Non-Deliverable addresses:
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- Mail
box drop off locations
- Hotels,
Motels, etc.
- Trade
shows, Conventions, Conferences
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