Frequently Asked Questions
Can't find the answer to your question? Contact our customer service team at firstname.lastname@example.org for further assistance!
- Getting In Touch
Please email email@example.com for assistance with an online order or any other general inquiries. It is helpful to provide your order # in your email so that we can quickly pull up any relevant information.
Live chat and phone support are available for immediate assistance Monday - Friday 9am - 3pm PST. Click the chat widget in the bottom right corner of the website to initiate the live chat experience. Phone: +1(725) 226-4911
If you wish to unsubscribe from receiving text marketing messages and notifications, reply with STOP to any mobile message sent from us. You understand and agree that alternative methods of opting out, such as using alternative words or requests, will not be considered a reasonable means of opting out. We do not charge for the service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message and data rates may apply
For any questions, please text HELP to the number you received the messages from. You can also contact us at firstname.lastname@example.org for more information.
- Returns & Exchanges
We offer free shipping on all domestic exchanges and store credit returns. Domestic returns for a refund that utilize our return shipping label will incur a $9.50 return fee
Exchanges must be postmarked within 14 days of receipt, and returns for the purchase price of goods must be postmarked within 7 days of receipt. Exchanges can also be taken to any Aviator Nation Flagship store. All items sent back must be unworn and unwashed with the original tags. Please note our standard product and order based return policy based on discount percentage below.
Return Policy Based on Discount Percentage:
0-10% Discount: Eligible for a refund, store credit, or exchange.
11-20% Discount: Eligible for store credit or exchange only. No refunds.
Over 20% Discount: All sales are final. Items are non-returnable and non-refundable.
Holiday return policy:
For the 2023 holiday season, Aviator Nation extends a tailored return policy for purchases made between November 24th, 2023, and December 24th, 2023. All return or exchange requests must be initiated by January 31st, 2024. Items should be in new, unworn, and unwashed condition with all original tags attached. A receipt or proof of purchase, such as an order number, is mandatory.
For purchases discounted between 0-10%, you are eligible for a full refund, store credit, or exchange. For items discounted at 11-20%, we offer store credit or exchange only, without the option for a refund. Purchases with a discount exceeding 20% are final sales and are neither returnable nor refundable.
You can initiate returns or exchanges either via our online return portal by entering your order number and email, or in-person at any of our flagship stores, with proof of purchase such as your order number. Aviator Nation reserves the right to deny any returns not meeting these criteria. We appreciate your business and wish you a joyful holiday season.
Please follow this link: https://returns.aviatornation.com/#/
And input your order # (no W) and the shipping zip code used on the order! Follow the prompts and it'll give you all the return options + shipping label.
For items purchased in-store, please contact email@example.com for address and return instructions.
Adding in the time it takes to ship the item back, it can take up to two weeks for the item to get processed. However, we work quick and will process all returns as soon as possible.
If you'd like an update on your return shipment feel free to contact us.
To return or exchange an item in-store, bypass the web instructions and bring your item(s) with proof of purchase into any of our locations.
- Shop Pay Installments
No. There are no additional charges, interest rates, or late fees. There is also no impact to your credit score.
No, if you choose to pay in installments through Shop Pay, there will be no impact to your credit score. For Shop Pay installments, Affirm will not report to credit bureaus.
When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score. In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.
We accept installment payment on all major debit and credit cards.
Eligibility for and approval of Shop Pay Installments is managed by Shop Pay and Affirm. Aviator Nation has no control over this and we are unable to bypass this rejection. Shop Pay or Affirm should contact you via email detailing why your payment was rejected.
If we process a refund, the refunded amount will be returned to your original payment method within 3-10 business days, and your balance will be updated.
If your refund is less than your total purchase balance, it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both.
If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3-10 business days
No, there are no late fees if you miss a scheduled payment.
You can track your order progress through the link delivered in your confirmation email. If you have an account with us you can login into your account in the top right corner of the screen and view your order progress.
Duties and taxes are the responsibility of the customer and may be levied upon delivery. Shipping estimates do not include custom clearance times. We are unable to create international return labels so return shipping is the responsibility of the international customer.
We're happy to offer free domestic shipping via UPS Ground. Free domestic shipping will vary by location but shouldn't take more than 5 business days during non-sale periods. If the order is placed during large volume sale period processing times are subject to increase.
Please note international orders are subject to duties and fees imposed by local tax authorities.
- Products And Stock
Gift cards are available for sale here !
The electronic gift card will be delivered to the email input at checkout. If the gift card is intended to be a gift, we suggest inputting your email address and then forwarding it onto the recipient with a personal message from yourself.
Gift cards can only be applied to online purchases. If you'd like to redeem at one of our flagships please email us firstname.lastname@example.org to set that up!
We are restocking our website daily from our warehouse in downtown Los Angeles.
If you'd like to be notified when a style or size is going to be restocked, navigate to that product page & click the variant you'd want and input your email into the corresponding field.
Once it's restocked you'll be immediately notified by email!
All Aviator Nation products are made by hand at our own factory in downtown Los Angeles. This helps add to the uniqueness of each piece!
If you are not happy with the color or fit we are always happy to assist with an exchange or a return so long as it is within the designated window.
Special fabric blends combined with special techniques used in the wash and dye process are used to create an authentic vintage feeling garment.
After years of testing various processes and various fabrics we have found the recipe for the perfectly worn-in garment that will hold its softness for its entire lifecycle if cared for properly.
Please view our size guide here!
If you need to make edits to your order we suggest that you resubmit directly on our website a new order and email us to cancel + refund the original order. This will help to ensure you get the units you want in a timely manner!
Q: How does the Aviator Nation Loyalty Program work?
A: The Aviator Nation Loyalty Program allows you to earn and redeem points for exclusive discounts. Simply create an account to get started and earn points every time you shop online or in-store. Once you accumulate enough points, you can redeem them for discounts on your future purchases. Redeemed discounts can be used in-store or online. You may only redeem one discount code per purchase, with a maximum discount value of $40 per redemption.
Q: How do I earn points in the loyalty program?
A: There are several ways to earn points:
- Earn 1 point for every $1 spent on purchases.
- Spend over $350 at our store and earn $15 off.
- Receive 100 points on your first outerwear purchase.
- Sign up for SMS texts and receive 100 points.
- Leave a review and earn up to 150 points.
- Follow us on Instagram, TikTok, Facebook, and YouTube to earn 25 points each.
- Download the Aviator Nation RIDE App, Aviator Nation Dreamland App, and Aviator Nation App to earn 50 points each.
Q: Are there different tiers in the loyalty program?
A: Yes, we have three tiers in our rewards program based on customer spend over a year:
Bronze: Spend $0 - $849
Silver: Spend $850 - $1749
Gold: Spend $1,750+
Each tier comes with unique benefits tailored to enhance your experience.
Q: What are the benefits of each tier?
A: Here are the benefits for each tier:
- Bronze: 1x Point Multipliers, Free Ground Shipping, Birthday Gift: 100 Points
- Silver: 1.25x Point Multipliers, 100 Points Upon Entry, Birthday Gift: 200 Points, Exclusive Product Redemptions, Exclusive Double Point Days
- Gold: 1.5x Point Multipliers, Free UPS 2nd Day Air Shipping for Domestic orders, 200 Points Upon Entry, Birthday Gift: 300 Points, Exclusive Product Redemptions, Exclusive Double Point Days
Q: How do I use my points?
A: It's simple! When you're ready to redeem your points, click on "Redeem My Points" and copy & paste the generated code at checkout. Each 100 points equals $10.00 off your purchase. For example, you can redeem 100 points for $10 off, 200 points for $20 off, 300 points for $30 off, and 400 points for $40 off. Please note that discount codes cannot be stacked or combined and must be used on separate orders. The maximum discount value is $40. Discount codes can also be used in any of our flagship stores!
Q: Can I stack my discount codes and combine them?
A: No, discount codes cannot be stacked or combined. Each discount code must be used on a separate order. You can only apply one discount code per order. Please note that our system does not allow for multiple discount codes to be used simultaneously. If you have multiple discount codes, we recommend using them on different orders to maximize your savings.
Q: How does the "Refer a Friend" program work?
A: Our "Refer a Friend" program allows you to give your friends a $40 discount on their first order of $250 or more, while also earning $40 in points for each successful referral.
Here's how it works:
- Share your unique referral link or code with your friends.
- When your friends use your referral link or code to make their first purchase of $250 or more, they will receive a $40 discount at checkout.
- Once their purchase is complete, you will receive $40 in points credited to your account as a thank you for the successful referral.
It's a win-win! Your friends get a discount, and you earn points that can be redeemed for exclusive discounts on future purchases. Start referring your friends today and enjoy the benefits of our "Give $40, Get $40" referral program!
Q: Do my loyalty points expire?
A: Yes, loyalty points will expire after 1 year of inactivity, which is defined as the last earning activity by the customer.
Q: What does "inactivity" mean?
A: Inactivity refers to a period of 12 consecutive months during which no points are earned by the customer. The start of the inactivity period is determined by the date of the customer's last point earning activity.
Q: How can I keep my points from expiring?
A: To prevent your points from expiring, make sure to engage with our brand and earn points within a 12-month period. This can include making purchases, participating in promotions, referring friends, and engaging with our social media channels.
Q: Will I receive any notifications before my points expire?
A: Yes, we will send you notifications as a reminder when your points are approaching their expiration date. This will give you an opportunity to use your points before they expire.
Q: Can I extend the expiration date of my points?
A: Currently, we do not offer an option to extend the expiration date of loyalty points. However, by regularly engaging with our brand and earning points, you can ensure that your points remain active.
Q: What happens to my points if they expire?
A: Once your points expire, they will be removed from your loyalty account and cannot be reinstated. We encourage you to take advantage of your points before they expire to make the most of our loyalty program benefits.
Q: Can I transfer my points to another account to avoid expiration?
A: Points cannot be transferred between accounts to avoid expiration. Each customer's points are subject to their own expiration timeline based on their individual earning activity.
Q: Can I stack my rewards codes with a sitewide sale discount?
A: During a sitewide sale, it is important to note that Shopify does not allow for the application of multiple discount codes in a single checkout. Our sitewide sale discount will be automatically applied at checkout, and you will not be able to stack additional rewards codes on top of the sale discount.
Q: What happens to my points if I return an order for a refund?
A: If you receive a full refund for your order, the points used to redeem the discount used on that order which was fully refunded will be applied back to your account.
However, if you receive a partial refund for your order, the points associated with the discounted item(s) will not be added back to your account. This is because the discount still applies to the remaining item(s) in the order.
Q: What happens if I need to exchange an order that had a rewards discount applied?
A: If you need to exchange an item from an order on which you used a rewards discount, we will honor the original purchase price to process the exchange. This means that you will receive the full retail value of the original item(s) when processing the exchange, regardless of the discount applied through the rewards program.
Our goal is to ensure that you are satisfied with your Aviator Nation purchase, and we understand that sometimes an exchange may be necessary. Rest assured that we will handle the exchange process in a way that honors the original value of your purchase, regardless of any rewards discounts used.
If you have any further questions or concerns about point expirations, please feel free to contact our customer support team for assistance.
- Damaged And Repairs
Our first priority is to always try to repair the garment. It keeps damaged items out of landfills and is more environmentally conscious to fix something up good as new rather than discard it.
Having our own warehouse here in the US we're able to quickly repair most forms of damage to a garment.
If an item is unable to be repaired, and the damage is the result of a product defect, we'll work on a replacement for you.
Please email us directly at email@example.com with a photo of the damaged area of the merchandise and we'll get the process going for you.
We will need the order or receipt information for the item.
Please launder your product before returning for repair. If repairs are sent back before being washed, we won't be able to process the repair.
All repair requests will be handled at Aviator Nation's discretion. Damage due to wear and tear will be repaired at a reasonable charge.
Can't find the answer to your question? Contact our customer service team at firstname.lastname@example.org for further assistance!