Do you sell any products that aren’t shown
here on your website?
Do you have a catalog?
Where are you located?
Do you have retail stores?
What’s the VIP (Very Important Pilot) Program all
about?
Do you have to be a pilot to sign up for the VIP (Very
Important Pilot) Program?
I have some questions that weren’t answered on your
website. Before I order, could someone please contact me?
I’m concerned about using my credit card for online
payment. Is your site secure?
How can you actually guarantee that your site is secure?
What’s your privacy policy?
Do you ship everywhere in the world?
How may I pay?
How do you ship?
How soon can I expect my order to be delivered?
I see that you’re an authorized Jeppesen Dealer.
What does that mean?
What’s the Jeppesen Lowest Price Guarantee?
I purchased a Jeppesen product from you a few weeks ago
and have since found a lower price. How do I get my price refund?
Do you have an affiliate program?
Do you offer volume discounts?
Do you guarantee all your products?
How do I return a product?
How long will it take to receive my refund or exchange?
What if the item I want to return was a gift?
Do you accept returns on everything you sell?
I want to return an item that was shipped to me directly
from the manufacturer. Should I return it to you or to the manufacturer?
Do you offer technical assistance for your products?
How do I know that the software I bought from you is the
most recent version available?
What’s your pricing policy?
Do you charge sales tax?
If you split my order into separate shipments, do I have
to pay shipping costs for each shipment?
What if an item I ordered is out of stock?
I placed a large order. Will everything arrive at once,
in one shipment?
Do you sell any products that aren’t
shown here on your website?
Yes, we do. Our website is designed to showcase our extensive selection
of pilot supplies and aviation-related merchandise. However, we’re
proud of the reputation we’ve earned for being able to source
other items for our customers on a special-order basis. Still other
products are available directly from our suppliers so, if you’re
looking for a specific item and you can’t find it on our site,
be sure to get in touch with us before looking elsewhere. Chances are
we can find it for you, so you won’t waste time looking yourself.
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Do you have a catalog?
At the moment, our product assortment is only shown online. But we’re
in the process of producing our first-ever catalog and expect it to
be available later this year. If you would like to be among the first
to receive it, click here to add your name
to our VIP (Very Important Pilot) Program mailing list. It’s free!
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Where are you located?
Ace’s Pilot Shop is a family-run business that is located in Kansas
City, Missouri. This central location allows us to provide some of the
fastest shipping and fulfilment times in the industry. Products shipped
from our facility arrive in most states in only 2 to 3 days.
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Do you have retail stores?
Right now, all our products are available through our website only.
It was the most efficient, cost-effective way for us to get our business
off the ground. But, once we soar to cruising altitude, we’ll
be looking for new ways to serve you and that may include bricks’n’mortar
stores. Click here to sign up for our VIP
Program and you’ll be the first to know! It’s free!
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What’s the VIP (Very Important Pilot)
Program all about?
When you sign up for our VIP Program, you’ll
be among the first to receive notice of special events and offers via
email. It’s a free service and we’re planning to introduce
plenty of enhancements soon, to make it one of the best programs on
the Net!
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Do you have to be a pilot to sign up
for the VIP (Very Important Pilot) Program?
No – everyone is welcome to join. It’s a great way to keep
current with special events and offers. And it’s free!
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I have some questions that weren’t
answered on your website. Before I order, could someone please contact
me?
One of the advantages of shopping at Ace’s Pilot Shop is that
we have professional pilots on staff to answer all your questions –
not only about our products, but also about aviation in general. Please
don’t hesitate to contact us. Phone Mon-Fri
from 9am-5pm central time or simply click on this link to send us an
email: Ask-a-Pilot.
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I’m concerned about using my credit
card for online payment. Is your site secure?
Our website uses SSL (Secure Socket Layer) technology. It’s the
industry standard, used by credit card companies, banks and other institutions
where the security of online transactions is of tantamount importance.
At Ace’s Pilot Shop, our crew is particularly diligent in protecting
your privacy and security. But, if you still feel hesitant to purchase
online, please phone or fax your order to us. We want you to feel completely
comfortable in all your dealings with us.
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How can you actually guarantee that
your site is secure?
At Ace’s Pilot Shop, we have gone the extra mile to protect your
privacy and safeguard your security while shopping on our site. We’ve
invested in the most advanced encryption software available. We’ve
created redundant systems and installed offline servers to store and
delete your personal information as needed. We’ve programmed our
cookies to make your shopping experience more pleasant, but we don’t
allow them to store credit card numbers or other sensitive information.
Because we’re so confident in the security of our online transactions,
we also offer you our “Safe Shopping Guarantee”:
If you suspect that unauthorized use of your credit card has occurred
as a result of your credit card purchase with us, please notify your
credit card provider in accordance with its reporting rules and procedures.
By law, you cannot be held responsible for more than $50 of unauthorized
purchases charged to your credit card. If your credit card company determines
that you are the victim of fraud but does not waive the $50.00 liability
for unauthorized charges, we will cover the entire liability for you,
up to the full $50.
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What’s your privacy policy?
It’s quite simple, really: We respect yours. You have our word
that we will not sell, rent or lease your name, address or any personal
information to any third party. Period. For complete details, please
click on our Privacy Statement.
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Do you ship everywhere in the world?
We’re very pleased to have customers all over the world and we
do ship to most countries. However, we regret that there are some areas
where conflict or rampant credit card fraud obliges us not to ship there
at the current time or to request alternative payment methods, such
as bank draft, money order or wire transfer. If your country is on our
restricted list, we’ll let you know when you place your order.
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How may I pay?
At Ace’s Pilot Shop, we accept online payment with Visa, MasterCard,
Amex and Discover credit cards and PayPal. If ordering by fax or phone,
you may also use those credit cards. If ordering by mail, you have the
additional option of paying with a check or money order. If paying by
check, please add 3 to 5 business days to your delivery time in order
for the funds to have cleared before we ship your order. All prices
shown on our website are in US dollars and all payments are to be made
in US dollars.
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How do you ship?
We offer our domestic USA customers the option of choosing ground, 3rd
day, 2nd day or overnight shipping.
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How soon can I expect my order to
be delivered?
Delivery times and costs will vary according to which service you choose,
the size or, rather, weight, of your order, the delivery destination
and other factors. We process and ship most orders within one business
day of receipt. If we can’t for some reason or there’s a
problem, we’ll let you know as soon as possible. For orders that
are shipped within the continental US, please allow 5 to 7 business
days for your order to arrive. For mail-in orders paid by check, we
will hold your order until the check clears, so please allow 5 to 10
business days. For international orders, we strongly recommend that
you choose express delivery via FedEx or UPS. Otherwise, your shipment
cannot be tracked if you don’t receive it and it may be delayed
clearing customs.
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I see that you’re an authorized
Jeppesen Dealer. What does that mean?
Jeppesen is one of the most trusted names in aviation products around
the world. A few years ago, the company modified its distribution channel
to maximize efficiencies and reduce costs. As a result, only a select
few have been authorized to distribute Jeppesen products to both wholesale
and retail markets. As one of the world’s largest-volume Jeppesen
dealers, Ace’s Pilot Shop is proud to be part of Jeppesen’s
program. If you’re a wholesaler interested in retailing Jeppesen
products, we should talk! Please click here to get in touch.
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What’s the Jeppesen Lowest Price
Guarantee?
Ace’s Pilot Shop is one of the world’s largest-volume authorized
Jeppesen dealers. That’s why we can offer you this remarkable
guarantee: If you find a Jeppesen product advertised for less at one
of our competitors’ – online or off – simply tell
us where you found it and we’ll match or beat that price. GUARANTEED!
We’ll even refund you the price difference on any Jeppesen item
if you find a lower price within 30 days of purchase. So, you can buy
it from us now and compare prices later!
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I purchased a Jeppesen product from
you a few weeks ago and have since found a lower price. How do I get
my price refund?
Simply fax, mail or scan and email us a copy of our competitor’s
ad. If you found the lower price online, please provide us with the
URL or website address so that we can verify it for the folks in Accounting.
We’ll issue you a rebate in your choice of a check or as a credit
toward your next purchase. We’ll process your claim promptly!
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Do you have an affiliate program?
Yes! We’re thrilled at the way our affiliate program has taken
off and we’re always looking for good ideas to make it even stronger
– for our program participants, for our own business and for our
customers. It’s a great way to earn extra income without investing
a cent of your own. To see if you qualify for this exciting and profitable
program or to find out more about it, click
here. You’ll be glad you did!
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Do you offer volume discounts?
Generally speaking, we don’t offer volume discounts to individual
retail customers. However, if you own a flight training school and require
a substantial quantity of certain items, or you wish to buy product
from us wholesale for distribution through your own retail channel,
please let us know and we’ll see what we can do for you.
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Do you guarantee all your products?
Absolutely! Most products are covered by manufacturers’ warranties
but, at Ace’s Pilot Shop, we go one better to ensure your satisfaction.
If you’re unhappy with any item you buy from us, you may return
it for exchange or refund anytime within one year of your ship date.
That’s right – one full year!
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How do I return a product?
Simply fill out a Request for RMA. You can do this online (click
here) or by calling toll-free . Without an
RMA, the product could be refused and returned to you at your expense
or you might be assessed a 15% restocking fee. Once you have your RMA,
return the product to us in its original condition and packaging, along
with all manuals, accessories, etc. and a copy of your receipt. We’ll
accept product for refund or exchange up to one full year from the date
of shipment.
How long will it take to receive my
refund or exchange?
As soon as we have received and processed the item you’re returning,
we’ll be in touch via email. You can usually expect a refund in
the same form of payment originally used for your purchase within 30
days of our having received the item.
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What if the item I want to return
was a gift?
No problem! We’ll give you a gift certificate for the value of
the item you’re returning, which you can use at any time toward
a purchase at Ace’s Pilot Shop. We’ll mail the gift certificate
to the gift recipient at the same address where we shipped the order
and we won’t tell the person who gave you the gift that you returned
it.
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Do you accept returns on everything
you sell?
Absolutely! However, certain items are handled differently. Because
of copyright laws, opened software and videos can only be returned if
defective. Even then, we can only offer a straight exchange of identical
product, not a refund.
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I want to return an item that was
shipped to me directly from the manufacturer. Should I return it to
you or to the manufacturer?
No matter who shipped the product, you should always return it directly
to Ace’s Pilot Shop for refund or exchange. We have all your transaction
information. Our suppliers cannot process your claim or issue an exchange
or refund – it has to go through our accounting department.
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Do you offer technical assistance
for your products?
Ace’s Pilot Shop is staffed by experienced, knowledgeable pilots
and we don’t sell anything that we wouldn’t trust when flying
ourselves. We invite you to take advantage of our expertise by calling
toll-free or by clicking on Ask
a Pilot.
Keep in mind that some of our products are very sophisticated pieces
of technology and no one can help you better than the people who made
them. So, before returning a product that you think might be defective,
please contact the manufacturer first for technical assistance. There’s
a very good chance that they can solve your problem and you won’t
need to return it. If you still wish to return the product to us, you’ll
be asked for the name of the manufacturer’s tech support rep you
spoke with when you fill out your Request for RMA.
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How do I know that the software I
bought from you is the most recent version available?
Some less reputable aviation websites lure you in with low prices on
out-dated software. At Ace’s Pilot Shop, the software we sell
is the latest version available from the publisher. As you know, the
computer industry changes very quickly. From time to time, you should
check the software publisher’s website for downloadable driver
updates, software patches and other changes that may be required to
keep your original software current or to resolve hardware compatibility
problems. Be sure to register your software with the manufacturer, if
requested. This may entitle you to free updates or other perks.
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What’s your pricing policy?
At Ace’s Pilot Shop, we love to fly as much as you do. And we
understand that it can be an expensive passion! So we always try to
offer you the very best value we can.
We shop the competition regularly to make sure that our prices are
in line. We choose our suppliers carefully and work closely with them
to get the best deals we can for you.
On our website, you’ll see that we often use Manufacturer’s
Suggested List Prices in addition to our own selling prices to show
you how much we can save you. Beware of places that artificially inflate
the MSL prices in order to claim a larger savings. We would never do
that to you. Some of our suppliers such as Jeppesen, David Clark and
FlightCom have Minimum Advertised Price (MAP) policies. At Ace’s
we deal honestly with both our customers and our suppliers. As a result
we do observe and comply with minimum advertised pricing rules. If you
find one of our less ethical competitors selling for below MAP, just
let us know and we will match the price.
Value means so much more than the lowest price. At Ace’s Pilot
Shop, we consistently strive to exceed our customers’ expectations
for quality, service and expertise. Anyone can sell you something once.
That’s not good enough for us. We want you to keep coming back
to us because you like the way we treat you every time and you feel
comfortable buying from us. We also want to share our passion for flying
with you and get you involved in aviation – not just by selling
you stuff, but by providing expert advice, real-time weather and flight
information and connecting you with other pilots.
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Do you charge sales tax?
Missouri residents must pay state sales tax (currently 7.225%), but
orders to all other states are tax-exempt. Residents outside the United
States will probably be expected to pay duty, Goods & Services Tax
(GST), Value-Added Tax (VAT) or other import fees to their customs or
revenue agency when the order is delivered. Brokerage fees may also
apply.
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If you split my order into separate
shipments, do I have to pay shipping costs for each shipment?
If we have our manufacturer ship a product to you directly, we do so
at our expense. When you check out, the shipping costs we quote you
are for your total order. Due to high demand for certain items or back-orders
with our suppliers and manufacturers, your entire order may not be ready
to ship at once. Usually, we will wait for the special order or back-ordered
items to arrive before shipping your order. We won’t charge your
credit card until the entire order has been shipped. If an item you’ve
ordered is not currently available and the back-order is holding up
delivery of your other items, we will contact you. If you want us to
“ship ahead” your order in stages, additional shipping charges
may apply.
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What if an item I ordered is out
of stock?
Our online ordering system is fully integrated with our inventory database,
so you’ll know as soon as you place your order if the item you
want is currently available or not. And, if you’re ordering by
phone, our Customer Service Crew has real-time access to this information
as well and will let you know.
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I placed a large order. Will everything
arrive at once, in one shipment?
In order to offer you the best possible selection of product, we don’t
stock every single item we sell – some products are warehoused
by the manufacturer and ship directly from there. It’s just impractical
for us to stock every year, make and model of every item. As a result,
you may receive part of your order one day and the remainder on another
day. When you receive your order, check the packing slip against what
you received and compare it to your original order. If anything is missing,
please allow a few days for the rest to catch up. If you don’t
receive the rest of your order within a reasonable time frame, please
contact our Customer Service Crew by phoning toll-free or click here to email.
We send orders to our manufacturers every day, but they may not always
fill them as quickly as you – or we! – would like. We appreciate
your understanding and patience because we have no direct control over
this.
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