Terms and information on using our web store

Why should I register?

The registration process creates a reliable personal profile that is easy and comfortable for you to use for all subsequent orders.

In order to create your client profile click on the icon "Client Registration" in the upper right corner of the web page. Once you have filled out and submitted the requested information we will immediately send you a confirmation email with your unique and secure log in name and password. Enter the information received in the email in the provided blanks located in the upper right corner of the web page provided for logging.

Once you have registered you can quickly and easily process your order through our internet store.

It is the responsibility of the registering individual to provide us with correct and accurate information in order to facilitate communication concerning the status of the order, the status of payment, and to assure proper delivery. Pilotage is not liable for any product lost or not received due to inaccurate information entered at the registration phase.

In registering with our web store we assume that our product is interesting to you. We will periodically send you information on special offers or new hot items available to purchase. We NEVER share or sell our contact information with any third party organizations.

Can I order without registering?

Yes, if you do not feel comfortable storing your personal contact information with us, then fill out the shipping information as part of the checkout process without registering. We will not store this data. Once the order is dispatched we do not retain records of you as a client.

Please note however if you do not register and there is a problem with the delivery information provided at checkout it may be difficult for us to retrieve your shipping information and assist in determining the error in delivery. Please be sure to provide us with accurate data upon checkout to ensure that your package will be delivered in good order.

How can I find product on the website?

For your convenience along the right side of the site you will find our product catalogue of items available though our internet store. The catalogue is broken up into a number of different product categories. By clicking on the category a list of available product will appear in the main portion of the page. You can also search for particular items by using keywords, and by item number. If you click on the "Pilotage" logo in the upper left hand corner you will revert to the Pilotage Web Store main page.

How do I select product that I wish to order?

To select product to order click, on the "Shopping Cart" icon located on pages where there products are listed. This icon can also be found on every individual product page. If you click on the icon multiple times, the quantity of the item will be increased in your shopping cart equal to the number of times that you click on the "Shopping Cart" icon.

Please be sure that you select what you desire. It is Pilotage’ duty to ship exactly that which is ordered. The client is responsible to properly chose and select the items that Pilotage is to deliver.

How can I check what is in my "Shopping Cart"?

You can view a list products that you have selected, their prices, the qty, the total item cost as well as the grand total by clicking on the "View Shopping Cart" icon. On the "Shopping Cart" page you can revise the quantity of each item that you wish to order prior to submitting your order to our processing department.

In order to revise quantities in the shopping cart, change the value of the number in the "Quantity" column. After revising the desired quantity of each item click on the "Recalculate" icon, and the totals and quantities in your shopping cart will be updated.

If you place "0" in the "Quantity" column of a product, that item will be removed from your "Shopping Cart" upon clicking the "Recalculate" icon.

In order to finalize your order click on the "Proceed to Checkout" icon. Only users that have registered and logged in will be authorized to proceed further.

How do I finalize my order?

Once you click on the "Proceed to Checkout" icon, you will be provided with a final statement with all relevant information provided by you to us concerning your order:

• name
• contact email
• phone number
• shipping address
• items ordered
• quantity each item ordered
• the cost of each item
• line item total
• delivery cost
• grand total of order w/ delivery

If the provided corresponds with your intended request, click on the "Checkout" icon. If you wish to modify your order, click on the "Revise Order" icon.

ATTENTION: after clicking the "Checkout" icon you will not have the ability to further revise your order. The information provided at this stage will further be used to assemble your order once the checkout icon has been clicked.

How can I be sure that all the items I have ordered will be shipped?

Upon clicking the "Checkout" icon our system will automatically check our inventory stock. Within an hour we will reserve your stock in our system, and send you an invoice with a link to pay for the order via PayPal. If we do not have sufficient stock to fill your order we will issue a statement informing you of the stock shortage. In the event that we cannot fill your order you will need to adjust the quantities of the items in your "Shopping Cart" and resubmit the order.

Once the invoice has been issued we will reserve your product in our system for delivery for 48 hours. If you do not pay the invoiced sum and we are not notified of payment though PayPal over the course of this time, we will annul your order and the items will be returned to our general stock.

How do I check the status of my order?

After submitting your order you can check the status of all of your orders on "Order History" page. This page will inform you of the current status your orders that you have placed with us.

• New – The order has been placed and we are checking our stock to ensure that we have adequate quantity of all items.
• Accepted – We have checked our stock and confirmed required quantities are in stock. When the order status is listed as "Accepted" you should have an email with a link to your invoice which you can print off for your records. The order is awaiting payment and is ready for shipment upon payment receipt confirmation.
• Rejected - The order is ready for packing but we do not have sufficient quantities in stock, we request that you return to your shopping cart and adjust your order quantities for us to ship. If the status is rejected you should have an email specifying why it was rejected. We will not request that payment be made on orders with a "Rejected" status.
• Shipped - within 3 working days following payment, we will ship your item. In the "Order History" the tracking information is updated as to the delivery status of your ordered item(s).

Why do I have to use PayPal?

PayPal is a trusted well established payment system that processes your payment. In using PayPal, Pilotage never sees any of your personal payment information, fully protecting you from identity theft or credit card fraud. PayPal likewise supports various currencies and allows you to pay in your local currency and automatically converts the funds into the currency listed on the website.

PayPal ensures the efficient, timely, safe, and secure payment when purchasing items over the internet.

Given the fact that we never have any access to your confidential payment information, Pilotage bears no responsibility for liability problems that might arise with Paypal processing or security.

Why, when the item has been shipped, is the delivery cost higher than on the initial quotation provided on the checkout screen?

We have taken great pains to properly calculate the delivery cost automatically. If, however numerous large, bulky items are ordered, they may not be fit all into one box. The delivery cost is calculated separately for each individual box. In the event that we have to ship several separate boxes to fill your order, the shipping cost will be subsequently adjusted.

In the event that multiple boxes are sent duplicates of the entire order will be provided with all boxes, and annotations as to what items are in which box for the entire order will be provided on the shipping invoice.

Does the delivery cost include my country’s import tariffs?

No it does not. Customs regulations vary from country to country. Pilotage bears no responsibility for customs charges that may be assessed to your incoming package. These charges are the responsibility of the purchaser. For more information on customs regulations contact the government agency responsible for assessing import levees.

What should I do if I receive an incomplete parcel?

The customer should contact us via email at . Please provide us with the invoice number and list the missing item(s) for us to further investigate. If it is determined that we have left out a product we will notify you and ship the missing item to you immediately, free of charge.

What if I receive a broken item?

We at Pilotage take all precautions to ensure that everything shipped is in good working order prior to delivery; likewise we wrap the items security to prevent breakage, so as a rule we do not refund or compensate the purchaser for broken items, this due to the fact that we cannot determine the cause of the breakage from affar.

What if the item has a manufacturing defect?

If the item is a Pilotage Proprietary product, we will honor the terms of the warranty as stated in the instruction manual. If the item is made by a third party we will assist you in coordinating with the manufacturer in accordance with that manufactures return policy.

If you suspect that the item received has a manufacturing defect contact us at . Please have the following information on hand to assist us in processing your claim

Invoice number
Item Sku Number
Receipt Date

Please send pictures of the item to assist us in diagnosing the cause of damage or defect. Our technical specialists will review the nature of your claim.

What if the item received is different from the picture shown?

Due to the fact that Pilotage is constantly improving the quality and functional characteristics of its products, some details, colors, and functions may differ slightly from the images presented on the web.

If you have a query please send contact us at . Please have the following information on hand to assist us in processing your claim

Invoice number
Item Sku Number
Receipt Date

If it is determined that we have sent you the wrong item we will send you the correct article at our cost.

We, however, will not be liable if the item is simply a different color, or the if the confusion is due to improper settings on the purchasers monitor, or due to the tastes of the customer.

Where is my order?

If item does not turn up in the expected time frame, please do the following:

• Please check the order details in "Order History".
• Please find the tracking number and check the delivery status on line
• Please check the order status
• Please check the shipped out date
• Please check the expected time frame

since we send by HK Post, you can track your parcel online at here.
If you are not able to determine the location of your order, contact us at .

Can I refund my purchase?

We do not provide refunds. If we cannot replace the contested item we can credit the customer’s PayPal account. The customer however is responsible for any PayPal transaction charges.

For in depth information concerning circumstances which may constitute a valid claim refers to following headings under this FAQ section:

What should I do if I receive an incomplete parcel?
What if I receive a broken item?
What if the item has a manufacturing defect?

How can I pay?

To ensure your privacy and security of your credit card information credit card payment can only be processed through PayPal.

What does "HK Post delivered without success status" mean?

Your local postage provider may have visited, while no one was in. Therefore, they will keep in your parcel at your local post office. You should go to pick it up by yourself. In the event that your order will be stored for a long time, your local post agency may charge you for storage. Pilotage will accept no liability for additional charges on products that may or may not be assessed by your local post agency associated with late collection.

What if I require technical assistance and support for the product ordered?

For technical support, contact the pilotage store or agent located in your country. Information concerning local pilotage agents or stores can be found at www.pilotage-rc.com.

Note on Delivery:

If your local mail service determines that the package is too large to be dispatched to your home mail box or may not be safely left in a secure area, your package will be stored at your local post office. The local delivery agency will send you a notice your package has arrived and you may be required to retrieve it in person. Delivery terms depend on the range of services provided by your national mail carrier. If you have any questions before hand, check with your postmaster about the delivery policy prior to placing an order with us.

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