At Pilots HQ, we strive to process and fulfill orders as efficiently as possible. We understand that circumstances may change and customers may need to request an order cancellation. Please review the following policy before placing your order.
Customers may request cancellation of an order before it has been processed or shipped.
Cancellation requests must be submitted as soon as possible.
Orders that have already shipped cannot be canceled and may be subject to our Return Policy.
Submitting a cancellation request does not guarantee that the order can be canceled.
If an eligible order is successfully canceled before shipment, a refund will be issued to the original payment method.
Products identified as backordered or temporarily unavailable may have estimated supplier lead times listed on their product pages.
Lead times are estimates and may change due to manufacturer or supplier availability.
Customers may request cancellation of a backordered item before Pilots HQ has committed to purchasing or sourcing the product.
If the product has already been specially sourced or ordered specifically for the customer, the special-order cancellation terms below may apply.
Special-order items are generally non-cancelable once an order has been placed with our supplier or manufacturer.
Special-order items include products specifically sourced, manufactured, configured, or purchased to fulfill an individual customer's order.
If Pilots HQ approves a customer-requested cancellation of a special-order item, a mandatory 20% restocking fee will be assessed based on the purchase price of the canceled item, excluding taxes and shipping charges.
The following conditions apply:
All approved customer-requested special-order cancellations are subject to the 20% restocking fee.
The fee applies regardless of whether our supplier or manufacturer assesses a cancellation or restocking charge.
Cancellation approval is at the discretion of Pilots HQ and may depend on supplier or manufacturer restrictions.
Certain special-order products cannot be canceled or refunded once ordered.
The applicable restocking fee will be deducted from the refund amount.
Any non-refundable shipping or service charges already incurred may also be deducted where permitted by law and disclosed at purchase.
Example: If a customer purchases a special-order item for $500 and Pilots HQ approves the cancellation, a $100 restocking fee will apply. The remaining $400, plus any refundable taxes or other applicable charges, will be refunded.
Once an order has shipped, it cannot be canceled.
Customers wishing to return an eligible item after delivery must follow our Return Policy. Certain products, including hazardous materials, special-order items, and other restricted merchandise, may not be eligible for return.
Pilots HQ makes every effort to provide accurate product availability and estimated lead times. However, supplier delays, manufacturing interruptions, and circumstances beyond our control may affect fulfillment.
Estimated lead times are not guaranteed delivery dates.
If an item experiences an extended delay, customers may contact Pilots HQ to discuss available options. Cancellation requests involving special-order items remain subject to the terms outlined in Section 3, except where applicable law requires otherwise.
If Pilots HQ determines that an order cannot be fulfilled and cancels the order, the customer will receive a full refund for the unfulfilled item without a restocking fee.
Approved refunds will be issued to the original payment method, less any applicable cancellation or restocking fees.
Refund processing and posting times may vary depending on the customer's payment provider or financial institution.
To request an order cancellation, please contact Pilots HQ Customer Support as soon as possible.
Please include your order number and the item or items you wish to cancel.
Cancellation requests are reviewed during normal business hours, Monday through Friday, excluding holidays.
By placing an order with Pilots HQ, customers acknowledge and agree to the cancellation terms disclosed at the time of purchase, subject to applicable law.
