The Pilot

U.S. SHIPPING

All orders placed will ship within 2-6 business days. When your order is shipped, you will receive a shipping confirmation email which will come with a tracking number so that you can track your order until it is delivered. We do not ship on national holidays, or weekends, if you place an order on a holiday or on a weekend it will be shipped the following business day.

US orders that are shipped via USPS First-Class Mail ® , have a current shipping time of 5-10 business days.

US orders that are shipped via FedEx 2Day® have a shipping time of 2-4 business days and will be shipped the same day or next day depending on when the order is received. You can track your order through the shipping confirmation email that you receive.

Please allow one extra business day of transit time for shipping to Alaska and Hawaii via USPS or FedEx.

INTERNATIONAL SHIPPING

We can ship to almost any address in the world and have shipped to over 100 countries worldwide. Please allow up to 3-4 weeks for international orders to be received depending on the shipping service selected, but note that further delays are possible due to customs. We ship International orders via APC Postal Logistics, FedEx, or DHL (depending on the country). If it is shipped via APC, once your order arrives in your country your local postal service will take over for delivery. All orders have a tracking number and can be tracked up until delivery. We do not ship on US national holidays, or weekends, so if you place an order on a holiday or on a weekend it will be shipped the following business day.

Orders that are shipped outside of the US via FedEx, have a shipping time of 4-8 business days.

Orders that are shipped outside of the US via Standard Shipping (APC), have a shipping time of 3-4 weeks.

Any questions about shipping please reach out to us at support@andar.com and we will get back to you as soon as possible.

CUSTOMS, TAXES AND DUTIES

Please note that orders may be subjected to VAT, import duties and/or taxes, which are levied once your package reaches your country.

Packages are shipped according to Incoterm Delivered Duty Unpaid (DDU), which means we do not collect VAT, duties and/or taxes on orders and we cannot predict what your particular charges may be. Please contact your local customs office for more information. We are sorry for this inconvenience.Please note that customs taxes and duties are the responsibility of the customer. As this cost is not collected by Andar, it is not eligible for a refund by Andar if the item is returned for any reason.

LOST OR MISSING PACKAGES

If your tracking number indicates that your package has been delivered, but you don’t have it yet, it is common for USPS to mark a package as delivered and then physically deliver that package a few days later. If it has been at least 24 hours please do the following; Look for a notice of attempted delivery left by the courier, Look around the delivery location for your package (on the porch, by your garage etc.), See if someone else in your household or a neighbor accepted the delivery, and verify that the shipping address used by the carrier and on your order was correct. If it’s been more than 3 business days and your package still hasn’t arrived or there are no tracking updates, please be sure to contact your courier using the tracking number first to find out further information in regards to the delivery scan. Please keep in mind that we can only see what you see in terms of tracking. If you still do not receive your package and have reached out to the courier without any response, please shoot us an email at support@andar.com - we would be happy to help you!

Shipping Protection : We understand that sometimes items can be damaged or lost during shipping transit. Because of this, we do offer shipping protection upon check out. Orders with shipping protection can be replaced if damaged or lost during transit. If you do receive a damaged package, please reach out to us immediately. We do not offer replacements or refunds for stolen packages or packages that are damaged after delivery confirmation. However, you do have the option of filing a claim for stolen packages with the courier using the provided tracking information.

DELIVERY RESPONSIBILITY

We will fulfill and ship out your order from our Gilbert, AZ warehouse. The courier (USPS, FedEx, UPS, etc) is responsible for delivery. Once your order is shipped, we will email you confirmation that includes a tracking number. This way, you’ll be able to track your shipment directly with the courier. The courier will confirm delivery. Once an order leaves our warehouse we do not have any control over delivery. Please keep in mind that it is the responsibility of the customer to verify contact and shipping information before placing the order. If the item is shipped before reaching out to us with any contact or address corrections, it will be the responsibility of the customer to purchase a shipping label with the correct address so the order can be resent.

A note about PO BOXES:

If you would prefer your mail to be delivered to your PO Box rather than a residential address, you can put a PO Box in as your shipping address! Please note that FedEx will not deliver packages to PO Boxes in the US, though it varies if they will or not internationally.

If you choose FedEx 2-day Express as your shipping method and your shipping address contains a PO Box, we will automatically change your shipping method over to USPS Priority mail so that you can still receive your package at your Post Office. Please note that the transit time for USPS Priority mail is about 1-3 business days as opposed to the 2-day FedEx time frame.

How long does it take for my order to arrive? Please enter your zip code into the shipping estimator in the cart to determine your estimated order arrival date and shipping options available. Please note that all estimated order arrival dates do not include processing time. We do aim to have orders fulfilled and shipped out within 1 business day, but please allow 1-3 business days (not including weekends or holidays) for your order to be processed. Once your order is processed and shipped, we will email you confirmation that includes a tracking number. Tracking numbers can take 1-5 business days to update in the couriers system.

Can I have my order expedited or be given a guaranteed delivery date? If you need a guaranteed delivery date, you do have the option of choosing expedited shipping upon check out. Processing times for express shipments can take up to 1 business day, but we do strive to ship out express orders within a couple of hours of payment. Please note that estimated delivery times are given in business days and do not include weekends or holidays and do not account for delivery delays due to unforeseen circumstances such as weather.

Why is my order tracking information still showing as pre-shipment? Pre-shipment means that your package has left our warehouse and is waiting to be scanned by the courier to begin its journey to you. It is no longer at our warehouse and tracking information should be updated accordingly. Tracking numbers can take 1-5 business days to update in the couriers system.

My order is marked as delivered, but I have not received it yet? It is common for USPS to mark a package as delivered and then physically deliver that package a few days later. If it has been at least 24 hours please do the following; Look for a notice of attempted delivery left by the courier, Look around the delivery location for your package (on the porch, by your garage etc.), See if someone else in your household or a neighbor accepted the delivery, and verify that the shipping address used by the carrier and on your order was correct. If it’s been more than 3 business days and your package still hasn’t arrived or there are no tracking updates, please be sure to contact your courier using the tracking number first to find out further information in regards to the delivery scan. Please keep in mind that we can only see what you see in terms of tracking. If you still do not receive your package and have reached out to the courier without any response, please contact our customer service team at support@andar.com and we will do our best to assist you.

Missing a product from your order upon Delivery? We’re so sorry to hear an item was missing from your order! We pride ourselves in our quick and accurate fulfillment, however, we understand that occasionally mistakes can happen. We do ask that you reach out to us within 48 hours of delivery if there is a missing item from your order. When reaching out about a missing item, you will be asked to provide photographic evidence of the issue; this includes the product that was received, the packing invoice slip, and the packaging the order was received in. Outside of the 48 hour window or without the requested photographic evidence, we are unable to determine the validity of the missing item claim.Can I have my order expedited or be given a guaranteed delivery date? We do not refund shipping costs due to courier delays, but we're always happy to look into delivery issues for you. Reach out to support@andar.com with any expedited or express shipping questions.

Exchanges:

Interested in exchanging your Andar good for another color or another style? We offer free returns or exchanges on US orders or store credit for those who purchase the coverage within 30 days of your purchase being delivered. We do ask that you send us back your product in unused condition with the original packaging in order to be eligible for an exchange. To start your exchange, click the button below. Please contact u s at support@andar.com to learn more about our exchange program or proceed through our exchange portal and you will be given the option to exchange to the product you are interested in. What is the Free Returns & Exchanges + Package Protection?Free Returns & Exchanges + Package Protection can be purchased at checkout for free returns and exchanges covered by Redo. This coverage also gives you the opportunity to ship out an exchange order as soon as possible. Please note that if the returned item is damaged or used, your original payment method will be charged. Items chosen for an exchange set up via the portal are not guaranteed to be in stock once processed. If the item requested for exchange is not available once the return is received and processed, a refund will be issued to the original form of payment.

START YOUR EXCHANGE HERE

Returns:

We want you to be happy with your purchase, however we understand with online purchases it can be difficult to know if a product is a good fit for you until you have it in your hands and can truly experience it in person. If you would like to return the item you ordered, please visit our return and exchange portal here within 30 days of your purchase being delivered.To be eligible for a return, your item must be unused, and in the original packaging as received upon delivery. In addition, we will need the proof of purchase, which can be either the invoice that was sent with your order or even a printed copy of your order confirmation.If you wish to be sent a return label you can also go through our returns portal below. The returns portal allows you to track the progress of your return and as well as providing you with an option to purchase a return label.

In the event that you have mistakenly returned an item to Andar that was not purchased from Andar, please contact us at support@andar.com as soon as possible. While we will attempt to assist you with locating and recovering the non-Andar item, Andar cannot be held responsible for replacing, returning, or otherwise compensating you for any non-Andar items that you may have accidentally sent to Andar. If you still wish to return your Andar item, and it is still within our 30-day return window, a new shipping label will need to be purchased so that the correct item can be shipped to us. A return or refund will not be processed on our end until the correct item is received at our warehouse.

International Returns:

You are responsible for the cost of return shipping. When we receive the item you are returning, we only refund the amount you paid for the item you purchased. Again, we do not refund any shipping costs that may have been applied at the time of purchase or any amounts paid for the return shipping.

Refunds:

Once your return is received and inspected, we will send you an email confirmation about processing the refund. Please keep in mind that based on how the product was purchased, your refund can take anywhere from 2-10 business days depending on the bank or credit card company. We will refund the cost of the product to your original payment method, less any shipping and handling charges you paid. Shipping and handling charges, if any, are non-refundable. Please contact us if you are having any issues seeing your refund being returned to your account.

We Do Not Accept Returns for the Following:

•Any product that is not in its original condition, damaged or missing parts for reasons not due to our error.

•Customized products

•Any product that is returned more than 30 days after delivery.

Warehouse sale items, Mystery bags, and any item marked as "Final Sale" We reserve the right to refuse returns that show signs of wear and/or do not meet the criteria above.

Item Received Damaged or Not Working Properly?

At Andar, we stand by our products and do our best to make sure each product functions and looks the best it can when shipped out. However, we are aware that e ach product is handcrafted and defects can happen. I f your order was sent to you with any issues, we want to take care of this for you and make it right.

Please contact us at support@andar.com and let us know.

START YOUR RETURN HERE