Store Policies

ORDERING INFORMATION

How do I get shipping cost?

Click on the "BUY" button for each item you want to purchase. No personal or credit card information will be entered yet. Click on "shipping calculator" to get UPS shipping cost for your purchase. If your order is too large for UPS shipping, you will be prompted to call us at (518) 761-9616 for a truck shipping service quote.

How do I place an order?

Click on the "BUY" button for each item you want to purchase. Click on "shipping calculator" to get shipping cost for your purchase. When you are ready to complete your transaction, click on "proceed to checkout".

Methods of payment?

You may use the following methods of payment:

• Visa
• MasterCard
• American Express
• Discover
• Check

Do I pay tax?

Pilot Knob Marina is situated in New York State. If you live in the State of New York, we are required to charge you your local tax on your purchases.

How will I know that my transaction has been accepted?

We will email you a confirmation with total amount of charge.

I have a question about a product. Who can I speak with and when?

Please call during normal business hours; seven days a week from 10am-6pm Eastern Standard time @ (518) 761-9616. If those hours do not work with your schedule, or you have trouble reaching us, email us at info@pilotknob.com and indicate where and when we can reach you.

When is my credit card charged?

When we process your order. Usually shortly after we receive your order.

Credit Card Security

All information sent over the internet is encrypted to assure privacy, click here for details. If you have a problem ordering on the website, please call us at (518) 761-9616 during regular business hours. We are open seven days a week 10am-6pm Eastern time. Product marked "Internet Special" can be ordered on the Internet only.

Customer Service

Please email us with any inquiries at info@pilotknob.com. We will respond the same day whenever possible.

Can I check on the status of my order?

We will email you your UPS tracking or truck service pro number when your purchase is shipped. You will be able to follow the progress of your order at www.ups.com or for larger shipments call us at (518) 761-9616.

Shipping Information

We ship via UPS and US postal service where possible within Continental USA & Canada (excluding Alaska). Most items ship out within 2 business days. You will be notified via email if there is to be any delay, and why. We ship Monday through Friday except during holidays. See below for time in transit:

• UPS and Truck Service up to 5 business days
• UPS 2 day air 2 - 3 business days

International Shipping

At this time Pilot Knob Marina does not offer International shipments.

Returns and Exchanges

If you need to return or exchange an item, please follow these instructions:

• Call (518) 761-9616 to request a return authorization number.
• You will receive your return authorization number via email within 12 hours.
• Returns must be made within 7 days from the date of receipt.
• Make sure your name, address and return authorization number are stated clearly on the return address portion of the package.
• If you ship from a mailing center, they typically use their address, so be sure to request that your address be featured.
• Address the securely wrapped, prepaid, insured package to:
  
  Pilot Knob Marina
  655 State Route 149
  Lake George, NY 12845
  RA#________________
  
  You will be refunded for the entire cost of the product excluding all shipping costs. Return shipping is at your expense. You will be notified by email when we receive your return and the amount refunded.
  **Please note; because of their nature, 'special order' items will be subject to a 15% restocking fee!

Damaged/Defective Merchandise

Please inspect all cartons/packages upon receipt. Do not accept or sign for cartons/packages that are damaged. Please call Pilot Knob Marina immediately at (518) 761-9616 to report a damaged item. Pilot Knob Marina or our supplier(s) will replace an item damaged in shipping upon notification from carrier. Most items sold by Pilot Knob Marina are covered by a warranty. If an item you receive proves to be defective, Pilot Knob Marina and or our supplier(s) will make every attempt to repair or replace the item (at our discretion). In the event that an item is no longer available, we will reimburse your purchase price. Remember to contact us immediately if you discover a damaged or defective product. We require that all shipping damages are reported at time of receipt and all defective products are reported within 7 days of receipt.