• Customs, Duties and Taxes

    The recipient is the importer of record and must comply with all laws and regulations of the destination country.


    All orders are shipped delivered duties unpaid (DDU) therefore shipments may be subject to import taxes, customs duties and custom charges by the destination country. The recipient of the shipment may be subject to such import taxes, customs duties and custom charges, which are levied once a shipment reaches the recipient's country.


    Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.




    Orders delivered to European Union (EU) and to Africa are duty free according to the EU1 and SADAC agreements. We have sent all necessary documents with the courier company so that your order will clear duty free into these regions.


    At the time of check out when you are reviewing you cart, at the bottom of the page, we indicate your estimated duties. This allows you to obtain a more accurate total cost of your purchase. Pilot cannot be held responsible for actual duty charges differing from our estimate.




    In order to facilitate your Tax claim back you can enter your VAT/Tax number when you are selecting your delivery address at checkout. Alternatively you can enter your VAT/Tax number under your company address area in the account section for future easy checkouts.


  • Delivery Times

    The estimated delivery time is shown at the bottom of your cart. The number of days stated does not include public holidays and weekends.

  • Free Shipping

    All orders over the free shipping value qualify for free delivery. The free shipping value is displayed at the top of your cart.


  • Frequently Asked Shipping Questions
    Can I ship to a Postal Box?

    Unfortunately we do not accept delivery to Postal Boxes. We only accept delivery to a physical address.


    Can I ship to a different country from my company address?

    Unfortunately not. Due to customs requirements orders must be delivered to the same country as the invoice country.


    How do I qualify for free shipping?

    See free shipping.


    Can I check my order status or track my shipment?

    Yes, see Order Status & Tracking


    How do I find my parcel’s tracking number?

    Once your order has left our warehouse you will be notified by email of your courier's tracking number.

    If you did not receive the email notification of shipment then login to your account and select the menu option Order Tracking.


    When exactly will I receive my order?

    If you have not placed your order then at the bottom of your cart the estimated delivery time is displayed.

    Once your order has been placed then login to your account and select the menu option order tracking.


    Can I change my shipping address on my order?

    The shipping address cannot be changed after an order is placed. The reason for this is that due to our express shipping process orders are normally shipped within 4 hours.


    Do you ship internationally?

    Yes we ship world-wide.

  • Insurance

    We have insured your shipments free of charge to your chosen point of destination.


    In the event that you do not receive your shipment or your goods arrive damaged you can Email Us to submit a claim. Please select topic: ‘Shipment’, sub-topic: ‘Damaged on Arrival’ or ‘Shipment Not Received’


    Once your email has been submitted we will assess your claim and give you feedback.

    If your claim was successful then we will pass a credit onto your account and inform you via email.

    If your claim was proven to be unsuccessful then we will inform you via email.


    For refunds on insurance claims see Account Credits or Refunds