INSTRUCTIONS FOR EASY NAVIGATION
AND ELECTRONIC
ORDERING
The Aircraft Spruce Online Catalog and
Electronic Order Blank are easy ways to submit your orders at
your convenience. The Aircraft Spruce Web Site is a direct link
to Aircraft Spruce and one of the quickest ways to submit an
order. Please note that although the Aircraft Spruce Online Catalog
is extensive it does not list every product in the bound version
of our catalog. The electronic order form does however give you
the ability to manually input any item in the bound version and
obtain current pricing for those items.
Here are a few pointers and instructions
to make your experience a friendly one.
Quick Access to Information on these topics:
Backorder are shipped from the warehouse (WEST OR EAST) that receives stock first. Although we make every effort to ship all orders “complete,” it is often necessary to backorder one or more items if we are out of stock. When the partial order is shipped and invoiced, you are not charged for the backordered item(s) until these items are shipped. You are billed only for what is shipped. A backorder is created and shipped as soon as the items arrive. The backorder is then invoiced and any overpayment from the first invoice is applied to it. If you do not wish to have any items backordered, or wish to cancel an existing backorder, just let us know. We will do so immediately if the backorder has not been shipped. We are working continuously to keep all items in stock to preclude backorders. If a backorder is necessary, we do appreciate your patience. Aircraft Spruce pays the shipping costs within the 48 contiguous United States by surface shipping on backorders when the backordered items could have been shipped via UPS inside the first package at no additional freight cost. Except when the backordered items are oversize, hazardous, contain one gallon or larger, or COD shipments. We will continue to strive to maintain stock of all our products to keep the necessity for backordering parts to a minimum.
COD
ORDERS<TOP>
Customers are able to order COD but are
subject to applicable UPS COD charges (currently $5.50), additional
handling ($5.00) plus regular shipping charges. Please note that
Aircraft Spruce prepaid shipping policies do not apply to COD
orders. First time COD orders are acceptable paid by money order
or certified funds only.
PROBLEMS
WITH OUR SECURITY CERTIFICATE<TOP>
Submitting an order via the Aircraft Spruce
Web Site is a secure transaction. With certain versions of some
browsers trying to submit an order will prompt a warning message
indicating there is problem submitting the secure form. 9 times
out of 10 the culprit is an expired security root certificate
listed within your browser. These root certificates are listed
in the preferences folder of your browser. Each browser is slightly
different. One easy way to diagnose the reason for your problems
is to connect to our security certicate carrier, Thawte Engineering,
and follow the instructions to update or modify your browser
so you can connect with no problems. Click to Check
your Browser. You only have to do this process once and you
will never encounter the problem again.
If you encounter this error message: "There is a problem with this website's security certificate" go to:
http://support.microsoft.com/kb/931850/en-us
for detailed instructions on how to resolve this issue. This is a common error message for Internet Explorer 7 users.
If you still experience
problems, please email us at:
custsvc@aircraftspruce.com for assistance.
PROBLEMS
WITH ORDER FORM (COOKIES)<TOP>
If you have problems placing orders online
or saving information on the order form (cart) before submitting
your orders, you may have a problem with cookies. Make sure they
are enabled and try again. If cookies are enabled and you still
experience problems with the shopping cart or checkout and you
are using Micosoft Internet Explorer, try downloading the patch
found here and try your order again. If you
still experience problems, please email us at custsvc@aircraftspruce.com
for assistance.
FINDING
PRODUCTS (SEARCH) <TOP>
There are two ways to search the catalog
section for the items you are interested in:
A) Use
hyperlinks in catalog main menu to select catalog section
indexes. Then select the specific product you are interested
in.
B) Our
Search Engine can be accessed via the link at the upper right
of the catalog section. When utilizing the search engine be as
specific as possible when entering in your search topic.
There are three different types of search.
1) Title and 2) Text Search both search our online resources
only. 3) Database Search searches our entire product database.
Search ! and 2 provide information of the greatest detail. Search
3 extends over a larger database providing only basic information,
such as product name, part number and current price.
Multiple attempts using different search
topics may be necessary to obtain the information you are looking
for. A good tip for searching topics is to search for both the
singular and plural tenses of the search topic. For example,
if you were looking for a gyro and you search for the word "gyro"
the search results may only bring up only a few matches. If you
search for the plural tense "gyros" more matches may
be found because the searchable topic/product headings usually
read something like "Sigma Tek Gyros" or "RC Allen
Gyros".
ORDERING
PRODUCTS <TOP>
A) ORDERING PRODUCTS
FROM THE ON-LINE CATALOG
If you decide you would like to purchase a product while viewing
the online catalog click on the ORDER button and the item
will be placed automatically in your shopping cart. A copy of
the online order form will come on screen and the item chosen
will be listed along with the item description and current price.
You are able to change the quantity ordered simply by highlighting
the quantity field and inputting the new quantity desired. Updating
will update the form to reflect your increased quantity or any
other changes you may have made on that line item. To remove
an item from your order, enter a zero (0) quantity and click
Update. Our computer will advise when stock is available
and at which warehouse. If either warehouse cannot fill your
order, the stock status field will be a clickable link that
you can use to determine our stock status of that part.
B) ORDERING PRODUCTS
NOT IN THE ON-LINE CATALOG
Although our on-line catalog is quite extensive there are many
products that we carry that are not listed in the digital version
of the catalog but are listed in the paperbound versions. The
electronic order form provides a MANUAL INPUT section where you
can enter a part number taken from a catalog and the quantity
desired. Clicking on the
button adds the item to your shopping cart and recalculates an
order total. If you input a valid part number the description
and current price is displayed. If it is an incorrect or inaccurate
part number the item will not be added to your shopping cart.
You are able to add as many items as are necessary to your order.
You can change the quantity of an item ordered anytime before
submitting your order.
Quick Easy Ordering: If you have a paperbound version of our catalog,
have already identified the items you are interested in ordering
and just want to submit your order without navigating the online
catalog, we have provided a direct link to the electronic order
form from the Main Menu. Access the order form, input your order
in the Manual Input section and submit it. We will literally
begin processing your order minutes after you submit it if submitted
during our business day or first thing in the morning if submitted
after hours. This is one of the most convenient ways for customers
to submit their orders.
ORDER BLANK BUTTONS
<TOP>
will dislay the catalog main page. Your order is saved in a cookie
so you won't lose what you have entered thus far. To return to
the order form, select "Cart/Checkout" located in the
upper right corner of your screen.
is used to enter up to 20 part numbers at a time. For each part,
enter the quantity in the first box, and the part number in the
next box. This form is handy if you have a list of parts in front
of you and don't really need to use the online catalog. Click
to add these items to your
cart.
Exits the part entry phase of your order and takes you to the
secure section of the order form where you will enter your shipping
and payment details. You will be given one last overview of your
order with a final
button to send your order to our order processing server.
SPECIAL
INSTRUCTIONS FOR YOUR ORDER <TOP>
On the first page of the order form we
provide an area for special instructions. This could be for things
like cutting instructions, special delivery instructions or that
part number out of a 1987 catalog that just does not want to
go in. Use this section to input any instructions you feel might
be important in processing your order. If you have selected any
special order parts, we will display an alert in red. Please
include aircraft information (year, make, model, serial number,
voltage, etc..) if it is relevant. Note also that special order
items are noncancellable and nonreturnable.
CUSTOMER
INFORMATION <TOP>
Filling out the Customer Information section
of the order form completely is very important. It will assist
us in avoiding delays and insure the correct processing and shipping
of your order. Double check your shipping information before
submitting your order. We will ship your items exactly as you
specify. Make sure you include communication information such
as daytime phone number and email address with all orders. This
is extremely important should we need to contact you with a question
about your order. Specify method of shipping if you have a preference
and your method of payment.
SUBMITTING
YOUR ORDER <TOP>
SHIPPING
AND HANDLING CHARGES <TOP>
Shipping Charges are not automatically
calculated by the Online Order Form. Because shipping charges
are dependent upon the method of shipping and based on the size
and weight of your order after packing we are unable to give
you an exact shipping cost prior to you submitting your order.
Please be assured that Aircraft Spruce charges only actual shipping
charges and all shipping charges will be listed on your itemized
invoice. Please note that you may incur additional handling charges
based on the products you ordered or the method of shipping.
For example, if you ordered COD you would incur COD handling
charges or if you ordered products considered "Hazardous" (e.g.
Paints, Thinners etc.) you would incur hazardous materials charges. The
handling charges can vary among the different freight carriers.
OUR
PRICING POLICY <TOP>
Aircraft Spruce has always taken great
pride in offering aircraft builders/owners the lowest overall
prices in the industry. Many items in the catalog now show discounts
for various quantity purchases. Special quotations on other quantity
purchases gladly furnished on request. Our online catalog pricing
is updated daily and should reflect current pricing. Should there
be any kind of price discrepancy we will notify you immediately.
We will continue to do our best to minimize increases and offer
all of our products at the best possible prices. All prices are
subject to change without notice.
PRICING
UPDATES <TOP>
Although we update pricing for the online
catalog on a daily basis, occasionally there may be a price disrepancy
between the price online and the actual current price. If there
is a price discrepancy, that we identify at the time we process
the order, we will notify you by email so that you are aware
of any changes.
While navigating the Online Catalog you
may come across a product that has a $0.00 price. There may be
a variety of reasons for this. The part number may have changed
and thus the price may not have been updated, the product may
no longer be available or it could be a minor computer glitch.
Please do not assume that we are giving the product away and
decide you should order 6 of them. Normally if we are offering
a product at "No Charge" the price will read "FREE"
not $0.00.
CHECKING
ORDER STATUS <TOP>
Click on the Order Status
button in the upper right hand corner of the order section or
access from main menu via Customer Service.
INTERNATIONAL
ORDERS <TOP>
Aircraft Spruce is recognized as the leading
source of materials for aircraft builders, owners and pilots
around the world. Over the past 43 years we have developed a
family of customers in every part of the globe. Our International
order dept. is more than happy to assist you in placing and processing
your order for international shipment. Please note the following
guidelines for placing an international order.
You may place your order with any of our
international representatives or directly with our USA, Corona
facility. Correspondence should be sent in english or spanish
to expedite service.
Requests for quotation are processed within
72 hours, unless additional research is required on a product.
All prices quoted and invoiced by Aircraft Spruce West are FOB
Corona, CA and by Aircraft Spruce East are FOB, Griffin, GA.
A quotation is processed as a proforma invoice for all overseas
customers. A proforma invoice is not considered an order until
funds are received to process the order. Actual freight charges
may differ from a freight quote or estimate provided by a freight
carrier.
First time orders are preferably received
by fax or e-mail to insure correct notation of name and billing
and shipping information. Please note the information on 8130
forms in the following paragraphs. If 8130 forms are required,
we must be notified at the time the order is placed so that we
may special order the documentation.
To economize on the shipping costs, International
orders are generally shipped complete unless otherwise advised
by the customer. We utilize DHL, UPS, Fed-Ex and Air Parcel Post
for most international shipments. Shipments by DHL, UPS and Fed-Ex
are highly recommended because of the excellent traceability
of the shipments. Parcel post traces are very time consuming
and unreliable. We cannot be responsible for shipments made by
Parcel Post. Our international dept. also utilizes the services
of many other air and sea carriers. Should the services of a
freight forwarder be necessary we can work with one who is familiar
with our service or with one of your choice to meet all of your
shipment requirements. All freight, duty and customs charges
are the responsibility of the customer.
Preferred methods of payment are credit
cards (American Express, Visa, Mastercard, Discover) and by bank
transfer. There is an additional $20 service charge for bank
transfers. When making a bank transfer please fax a copy of your
transfer along with your order request to ensure accurate allocation
of funds. Please note that if payment is made by bank transfer
there is an approximate 7 day delay before funds are confirmed
and allocated.
A complete listing of Aircraft Spruce international
representatives can be found via the main menu. Always remember
to furnish your complete communications information on your correspondence
so that we may respond to your requests promptly. We welcome
your orders and look forward to being part of your team during
your entire project.
CERTIFICATE
OF CONFORMANCE/ 8130 FORMS<TOP>
Aircraft Spruce provides you with its own
Certificate of Conformance for our products at no charge. This
is noted on every invoice. Factory certification and test reports
are available on some items and 8130 Forms are available on FAA
approved products. A cost of $25-$75 per product is charged to
secure these forms. Please inquire at time of order if test reports/8130 Forms are available for the items you are ordering. If available, the
forms must be requested at time of order and the product must
be special-ordered from the factory with the forms. These forms
cannot be furnished after you receive the product. Anticipate
shipping delays if 8130 Forms are requested. Do not order products
using catalog part number if you require 8130 forms, as you will
receive standard parts without the form. Simply describe the
part and specifically request Form 8130. Due to delays and costs
involved in furnishing these forms, we strongly suggest that
you check to see if the Aircraft Spruce Certificate of Conformance
will be acceptable in lieu of Form 8130.
RETURNED
MERCHANDISE <TOP>
Call Aircraft Spruce EAST or WEST customer
service for RMA Number before returning any product.
Merchandise may be returned for credit or refund within 30 days
from date of purchase if received in resaleable condition-packed
in original manufacturer's box, complete with instructions and
all components (if applicable). A copy of the original order
showing purchase or information stating the invoice number and
date of purchase, with reason for return must accompany the article.
Do not mail purchase information in letter form under separate
cover. Do
not return any products C.O.D. as it cannot be accepted by our
warehouse. All returns must be made to Aircraft Spruce West in
Corona, CA. Certain items may not be eligible for return (e.g.
books, dvd's, videos, special order items, cut materials, etc). Call first for return
authorization and instructions.
DAMAGED
OR SHORTED MERCHANDISE <TOP>
Open and examine all packages promptly.
Notify the Aircraft Spruce Customer Service Department of any
discrepancies in the order. If the merchandise is received in
damaged condition or the carrier fails to deliver the entire
shipment as shown on the Bill of Lading covering motor freight
delivery, make note of the damage or shortage on the Bill of
Lading and ask the driver to sign it. Then call the terminal
office of the carrier and institute a claim for the loss or damage.
If a package delivered by UPS arrives damaged, report this to
the driver immediately. UPS will issue a report on the damage
to Aircraft Spruce at which time a replacement shipment can be
made.
SPECIAL
ORDER ITEMS<TOP>
Other companies tend to discourage special
product requests due to the time and effort required to find
non-catalog items. We have always taken another approach and
welcome requests for non-catalog items. Please provide as much
information as possible including make, model, serial number
of aircraft and exact part number or product you need. We will
research the item and respond back to you as soon as possible,
generally within 24 hours. Once advised of current price and
lead time at which time you can place an order if acceptable.
Special order items are non-catalog items and as such are non-returnable,
non-cancellable orders. Our goal is to provide everything you
need for your aircraft. If you do not find it in our online catalog,
let us know and we'll find it for you.
PRODUCT
WARRANTY <TOP>
In cooperation with the manufacturers we
represent, Aircraft Spruce & Specialty Co. warrants for a
period of one year (on most products) from the date of original
purchase its products to be free from defects in material and
workmanship. Aircraft Spruce & Specialty Co.'s obligation
under this warranty is limited to repair or replacement of the
purchased product only, and under no circumstances shall Aircraft
Spruce & Specialty Co. be liable for any loss, damage, injury,
cost of repair or consequential damages of any kind in connection
with the sale, use or repair of any product purchased from Aircraft
Spruce & Specialty Co. Products sold are subject to manufacturer's
warranty policy. Defective merchandise or out of box failure
of product is repaired or replaced at manufacturer's option.
Avionics, electrical, instument or similar products that are
defective are subject to manufacturer's warranty only and will
not be replaced immediately from Aircraft Spruce inventory.
|
