SHIPPING & DELIVERY POLICY

Effective Date: May 12, 2025
Last Updated: September 13, 2026

This Shipping & Delivery Policy applies to eligible orders placed with Elevate Aviation, LLC, including purchases through The Crew Hangar and Elevate X.

Shipping availability, rates, delivery methods, duties, taxes, and estimated delivery times may vary based on product, destination, order size, carrier availability, and applicable law.

Nothing in this policy limits rights that cannot lawfully be waived.

1. Order Processing

Unless otherwise stated on the applicable product page, during checkout, or in a commercial agreement, stocked orders are generally processed for shipment within 2–5 business days after order acceptance.

Business days exclude weekends and U.S. federal holidays.

Processing time refers to the period before an order is tendered to the shipping carrier. It is separate from the carrier's transit time.

Processing times may be longer for:

• Custom or personalized merchandise;

• Made-to-order products;

• Preorders or backordered merchandise;

• Bulk or commercial orders;

• Products undergoing production or assembly;

• Orders requiring additional verification;

• International shipments requiring customs documentation; or

• Orders otherwise identified as having a different fulfillment timeframe.

Any product-specific fulfillment estimate displayed at the time of purchase controls over the general estimate in this policy.

If we determine that we cannot ship an order within a shipment timeframe we expressly promised, we will handle the delay, cancellation, or refund in accordance with applicable law.

2. Shipping Rates

Available shipping methods and charges are displayed at checkout based on factors including:

• Destination;

• Package dimensions and weight;

• Product type;

• Carrier availability;

• Service level;

• Customs requirements; and

• Other logistics considerations.

Shipping charges are subject to change before an order is submitted.

3. Estimated U.S. Transit Times

Typical carrier transit estimates for U.S. orders may include:

• Standard Shipping: approximately 3–7 business days after shipment;

• Expedited Shipping: approximately 2–3 business days after shipment.

These are estimates unless a specific carrier service is expressly identified as guaranteed.

Delivery estimates do not include order-processing time.

Carrier delays caused by weather, transportation interruptions, peak volume, security events, service disruptions, incorrect addresses, or other circumstances may affect delivery.

4. Shipping Carriers

Depending on the destination and service selected, we may use carriers including:

• USPS;

• UPS;

• FedEx;

• DHL; or

• Other qualified postal, freight, courier, or logistics providers.

We reserve the right to select or substitute a carrier or equivalent shipping service when reasonably necessary, unless a specific carrier or service has been contractually agreed.

5. Shipment Tracking

When tracking is available, customers will generally receive tracking information after an order is tendered to the carrier.

Tracking systems may require 24–48 hours after carrier acceptance before displaying movement.

If you have not received shipment confirmation within the applicable processing period, contact us at support@thecrewhangar.com.

6. International Shipping

We offer international shipping to eligible countries and markets.

International shipping availability varies by:

• Destination country;

• Product;

• Carrier;

• Trade restrictions;

• Customs requirements; and

• Other regulatory or operational considerations.

We may restrict or discontinue shipping to a particular destination when reasonably necessary.

Duties, VAT, Taxes, and Import Charges

International duties, VAT, import taxes, customs charges, brokerage fees, or similar charges will be handled according to the terms displayed during checkout or otherwise agreed in writing.

Where applicable duties or taxes are collected at checkout, the shipment will be processed using the applicable delivery and customs terms supported by our fulfillment method.

Where duties, taxes, or import charges are not collected at checkout, the recipient may be required to pay those charges directly to the carrier, customs authority, or another governmental or logistics provider before delivery.

Any amounts collected at checkout for duties or taxes may be based on available product, origin, customs, and tariff information.

Additional governmental or carrier charges may arise where permitted by applicable law.

Customers are responsible for providing accurate information necessary for customs clearance.

7. Customs and Import Clearance

International orders may be subject to customs inspections, documentation requirements, security procedures, and governmental processing that are outside our direct control.

Customs processing may delay delivery.

We are not responsible for delays caused solely by a customs authority or other governmental body, except to the extent applicable law provides otherwise.

Customers must cooperate with reasonable customs or carrier information requests necessary to complete delivery.

8. Incorrect or Incomplete Shipping Addresses

Customers are responsible for reviewing their shipping information before submitting an order.

If an incorrect or incomplete address is provided, contact us as soon as possible.

We cannot guarantee that an address can be changed once fulfillment or shipment has begun.

To the extent permitted by law, customers may be responsible for additional charges caused by:

• Incorrect or incomplete addresses;

• Customer-requested address changes after shipment;

• Failed delivery caused by inaccurate customer information; or

• Reshipment after a package is returned because of customer-provided address errors.

9. Lost Shipments

If tracking indicates that a shipment is lost or if a shipment has not arrived within a reasonable period after the expected delivery date, contact us at support@thecrewhangar.com.

We may open an investigation or claim with the applicable carrier.

Depending on the circumstances and applicable law, an eligible lost shipment may result in:

• Replacement;

• Reshipment;

• Refund; or

• Another appropriate resolution.

Customers may be asked to assist with reasonable carrier documentation or claim requirements.

Nothing in this section limits a consumer's rights where applicable law makes the seller responsible for the shipment until delivery.

10. Packages Marked Delivered

If carrier tracking shows a package as delivered but you cannot locate it:

1. Confirm the delivery address;

2. Check the immediate delivery area;

3. Check with household members, building management, neighbors, or mailrooms where appropriate; and

4. Contact the carrier if additional delivery information is available.

If the shipment remains missing, contact us promptly.

We may investigate carrier records, delivery confirmation, photographic proof of delivery, GPS information, signature records, or other available evidence.

For higher-value orders or suspected theft, we may reasonably request additional documentation, such as a carrier affidavit or police report, where permitted by law.

Resolution will depend on the circumstances and applicable law.

11. Shipping Damage

Customers should inspect packages promptly upon delivery.

Visible shipping damage should be reported as soon as reasonably possible, preferably within 3 days after delivery, by contacting us and providing:

• Order number;

• Description of the damage;

• Photographs of the product;

• Photographs of the exterior and interior packaging; and

• Photographs of the shipping label where available.

Do not discard damaged packaging until the claim has been reviewed, because the carrier may require inspection.

If damage is verified and qualifies for a remedy, we will provide the appropriate replacement, repair, refund, or other remedy under our Return & Refund Policy, warranty terms, or applicable law.

12. Refused, Unclaimed, or Undeliverable Shipments

If a shipment is refused, abandoned, not collected, or returned because the recipient failed to complete required delivery or customs steps, we will review the returned shipment when received.

To the extent permitted by applicable law, any refund otherwise available may be reduced by actual costs incurred as a result of the failed delivery, including:

• Original shipping costs;

• Return shipping;

• Carrier surcharges;

• Customs charges;

• Duties;

• Brokerage costs; or

• Other nonrecoverable transportation expenses.

This provision does not apply where the refusal or failed delivery results from our error, an eligible defective product, or where applicable law requires another outcome.

13. Order Changes and Cancellations

If you need to request an order change or cancellation, contact us as soon as possible.

We will make reasonable efforts to accommodate requests received before fulfillment begins.

Once an order has entered production, fulfillment, packing, or carrier processing, modification or cancellation may no longer be possible.

If the order has already shipped, the applicable Return & Refund Policy will govern.

A request submitted within 12 hours of purchase does not guarantee cancellation if fulfillment has already begun.

14. Split and Partial Shipments

Orders containing multiple products may be shipped in separate packages or at different times.

Commercial or bulk orders may also be partially shipped as inventory becomes available unless otherwise agreed in writing.

Where applicable, customers will receive tracking information for individual shipments.

15. Preorders and Backorders

Products identified as preorder, backorder, production-run, or otherwise not immediately available may have separate estimated shipment dates.

Any shipment estimate displayed for such a product is the applicable estimate for that item.

If a material delay occurs, we will provide any notice, cancellation opportunity, or refund required by applicable law.

16. Commercial and Bulk Orders

Shipping terms for commercial purchases, including purchases by airlines, airports, ground handlers, FBOs, distributors, resellers, service providers, or other organizations, may be established through:

• Quotations;

• Purchase orders;

• Invoices;

• Commercial Terms and Conditions of Sale;

• Contracts;

• Freight agreements; or

• Other written terms accepted by Elevate.

Where those terms conflict with this general Shipping & Delivery Policy, the more specific commercial terms control to the extent permitted by law.

17. European Union Consumer Orders

For qualifying consumer transactions subject to European Union consumer law, mandatory EU delivery protections apply.

Unless another delivery period has been agreed, qualifying consumer goods generally must be delivered without undue delay and within the period required by applicable law.

Where Elevate or its fulfillment provider selects the carrier, risk of loss or damage remains with the seller until the consumer or an authorized recipient receives the goods, except where applicable law provides otherwise.

Nothing in this policy limits mandatory EU consumer delivery rights.

18. Events Beyond Our Reasonable Control

Delivery or fulfillment may be affected by circumstances outside our reasonable control, including:

• Severe weather;

• Natural disasters;

• War or civil disturbance;

• Transportation interruption;

• Carrier disruptions;

• Labor disputes;

• Government action;

• Customs delays;

• Security events;

• Supply-chain interruption;

• Utility outages; or

• Similar events.

We will handle resulting obligations in accordance with applicable law.

19. Relationship to Other Policies

This policy should be read together with our:

• Terms of Service;

• Return & Refund Policy;

• Privacy Policy;

• Product warranties; and

• Applicable commercial sales terms.

Where a more specific written agreement governs a shipment, the more specific terms control to the extent permitted by law.

20. Contact Us

For shipping questions, contact:

Elevate Aviation, LLC
The Crew Hangar / Elevate X
PO Box 585
Vienna, Ohio 44473
United States

Email: support@thecrewhangar.com