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Pilot House International Operating Policies

Your satisfaction is important to us!

We appreciate the opportunity to be of service to you.  Your satisfaction with our products and service is our number one priority.  We make every effort to provide the best possible customer experience.  For that reason we strive to operate with a simple, customer friendly set of business policies.

  • Pricing and Payment

  • Shipping

  • Applicable Taxes

  • Return for Refund or Exchange

  • Cancellation

  • Manufacturers Defects

 

Pricing and Payment

All of our prices are stated in Canadian Dollars.  For our USA and international customers a handy currency converter is provided during checkout to allow you to see the approximate cost in your local currency.  This information is provided for your information only.  The actual charge is determined based on the exchange rate used by your credit card provider on the day they process the transaction.  We accept payment by only VISA and Mastercard at this time for online orders.  Payment may also be made by money order for orders received by mail or telephone.  For orders with payment by money order, shipment will follow receipt of payment.

Shipping

Once your order has been placed, processing of your order will be initiated.  Within 24 to 48 hours, you can check your order status by checking the “My Account” link found on the eStore portion of our site.

We understand that you want to receive your new shoes as quickly as possible.  In stock items will be shipped within 1 to 2 business days.  If there are any issues with your delivery you will be notified by e-mail so it is very important that you provide us with a correct e-mail address when placing your order.

We ship to any address in Canada and the USA.  For security reasons we will ship only to the address associated with the credit card used for the purchase.  If you need to make other arrangements, please call Customer Service at 1 905 403-9200. 

Shipping to you is done using standard ground services.  Within Canada and the continental USA you can expect to receive your order within 7 to 10 business days.  Other locations require an additional 3 to 5 business days.

Delivery charges are applied at checkout.  We charge a flat fee of $10.00 for shipping in Canada and $16.50 within the Continental USA for the first pair shipped.  Additional pairs ordered and shipped at the same time are shipped at no additional charge.  For orders of several pairs, you receive significant savings as one low shipping fee covers the entire shipment.

For orders with a “ship to” address in other USA states and territories or in other Countries shipping will be quoted individually.  We will email you a confirmation of the order and shipping charges for your approval prior to processing the order.  To obtain a quote prior to placing an order call 1 905 403-9200 or email info@pilothouseint.com.

Applicable Taxes

Canadian Federal Goods and Services Tax (GST) of 6% is applicable on all Canadian orders.  No applicable taxes on orders to the USA.   For Canadian customers, applicable provincial sales tax will be added in addition to the 6% GST.

If you are a Native Canadian and therefore tax exempt, please provide us with a copy of your tax-exempt card by mail or fax.  Upon receipt your account will be adjusted for the amount of the tax.

Returns for Exchange/Refund

If you are not fully satisfied with your purchase, we are happy to accept a return.  Any product being returned for refund or exchange must be shipped back to us within 30 days of the original product shipment date.  Instructions on returning an item are included with every order.  Prior to shipping back to us, please call our Customer Service at 1 905 403-9200 to let us know about your return or exchange need, to confirm shipping instructions and to obtain a return merchandise authorization code.  This will insure timely and accurate processing.  Please note the following:

  • Returned items will not be accepted without a return merchandise authorization code or after 30 days of product shipment date.
  • All merchandise returned for either exchange or refund must be received in original condition and packaging.  Unfortunately, we cannot accept merchandise not in its original condition.  This includes any white shoes that are soiled and not able to be re-sold.  Any such items will be returned to you. 
  • Return shipping charges are the responsibility of the customer.  We ask that you ship the merchandise back in a safe way.  Please do not tape up the box or write on it.  We suggest you wrap the box to return it to us.  If the box is defaced, damaged or otherwise not re-useable we will be required to deduct $5.00 from your refund.
  • If an exchange is required due to a shipping error on our part or as the result of manufacturer’s defect, we will compensate you for your return shipping costs.
  • For any exchanges, please include a copy of your original invoice and a note outlining your exchange requirements.  We will not charge a re-send shipping fee for your first exchange replacement if you are located in Canada or continental USA.
  • We do not charge an Administration or Re-stocking fee.

If you require a refund rather than an exchange, we will process your refund promptly after receiving your return and by the same method you used for your original payment.  If all of the above conditions are complied with, the refund amount will be the full amount of your purchase less the original shipping cost.

Cancellation

Orders cannot be altered or cancelled if they have been processed and shipped.

Manufacturing Defects

We value our customer relationships.  Our goal is to deal with all claims in a fair and open manner.  For any warranty or defective items that need to be returned please call Customer Service directly for further assistance.

Our decision will be made taking into consideration all appropriate circumstances, including reasonable wear.  Claims will not be accepted if they are due to wear and tear, misuse, accidental damage or lack of proper care.  While all of our shoe products are constructed from top quality materials and made to last, all shoes need to be looked after and no shoes last forever.  If we deem that the fault to be the result of any of the above, we reserve the right to return the shoes to you at your expense.

If we determine that a manufacturing defect is present we will offer you a remedy suitable to the fault which may be in the form of a refund, replacement or repair and will reimburse the cost of returning the shoes to us.
   
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