ACCOUNT QUESTIONS

 

How do I open an account?

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Account creation is simple as your account is automatically created when you submit your first request. (To submit a request, use the menu item called “TOOL REQUEST”.) After submission of the request, you will receive an email with the request details and a link to set up your initial password. After password creation, the password can be used with your email address to log into your account.  Once logged in, you can view your request history, submit additional notes regarding your request(s) and change your password.     

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How do I activate my account?

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Your account is automatically activated when you have successfully created a password. Completion of account activation is not required for you to receive our quote response with the pricing and availability of the items you requested.

 

How do I reset the password on my account?

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To reset your password go to the ACCOUNT page ,click on the "Forgot my Password" link, enter your email address, click the "Reset Password" button and an email with a link to create a new password will be sent to your address. Please follow the directions of the email to complete the password reset.

 

CERTIFICATION

 

What paperwork will I receive with my order?

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Each order will include the manufacturer’s Certificate of Conformance (CofC), the Aviapool Packing slip/CofC (Delivery note) as well as any manufacturer documentation, such as manuals.  If you need any additional copies of these items, we are able to send to you an electronic copy (pdf- portable document format) please email fulfillment1@aviapool.com to request.

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Can I have another copy of the CofC?

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Yes! Each order is designed to include a copy of both the manufacturer’s Certificate of Conformance (CofC) as well as an Aviapool CofC and Aviapool keeps copies of these documents on file perpetually. If you need electronic copies (pdf- portable document format) please email fulfillment1@aviapool.com to request.

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CONTACTING US

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Why can’t I call someone in Sales to place an order?

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When placing an order, you are able to reach your assigned sales person, so long as you have already received a quote from Aviapool related to the items you are inquiring about. That is, you must have been quoted on the item(s) and use the contact details presented to you on your email quote and be able to provide your quote reference number – the number is presented in a format similar to this: “QU199200-1”.

 

Why don’t you list your phone numbers on your web page?

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Aviapool makes every effort to offer the very lowest prices possible for the best quality aviation maintenance tools.  As part of this goal, we intentionally require customers requesting specific quote information to provide their requests via our online portal at https://www.aviapool.com/tool-request.  

 

If requesting information in general, please email sales@aviapool.com. Please note that all requests for specific part numbers should be submitted via the online portal.

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QUOTES

 

Can you provide a quote as a PDF?

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All quotes are provided within an email for documentation purposes. We are not able to provide your quote as a separate pdf at this time, but we are looking into adding this feature in the future.

 

How is your lead-time calculated?

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Our lead-time calculation means available to ship within the number of days presented from one of Aviapool's contracted production centers.   However, please allow up to five additional days processing plus shipment time for these items. Please note that item(s) marked with an "*" next to the "Lead-Time" may require an extended processing time up to ten days because of local warehouse procedures. Additionally, items listed as lead-time "1 day" are subject to prior sale and are not committed until order acknowledgment is presented or payment confirmed on proforma invoice customers.

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Is your quoted lead-time in business or calendar days?

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Our lead-time calculation excludes Saturdays, Sundays, USA Bank Holidays and UK Bank Holidays. 

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How long does it take to provide a quote?

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We endeavor to provide quotes as quickly as possible and our extensive database supports our ability to do this. Therefore, with some products the current information is available immediately, allowing the quote to follow within the same working day.

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However, for products with no current information, we will need to research a solution or confirm with our manufacturing partners, distributors and stockholders for their latest price and lead-time/availability. You should expect your quote within three business days on average.

 

Can you quote by phone?

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Aviapool makes every effort to offer the very lowest prices possible for the best quality aviation maintenance tools.  As part of this goal, we intentionally require customers requesting specific quote information to provide their requests via our online portal at https://www.aviapool.com/tool-request.  

If requesting information in general, please email sales@aviapool.com. Please note that all requests for specific part numbers should be submitted via the online portal.

 

Can you support an AOG RFQ?

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Aviapool makes every effort to provide the fastest possible service on all requests for quote. However we are not able to provide “aircraft on the ground – AOG” service in the traditional airline industry capacity as ongoing stocking is not feasible for most tools (due to the nature of tooling being expensive with a limited market and subject to ongoing aircraft manufacturer revision). However, we make every effort to expedite when possible, and if you note extra urgency when requesting your quote, we will prioritize your request.

 

Why haven’t I received my quote?

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If you have not received your quote, one of the following has occurred:  we are still investigating a solution, we are unable to quote, we do not recognize the item, or your item is not tooling.  On each of these occasions we will send a response to you within three to five business days.

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If it is after five business days and you still have not received answer, please check your spam/junk folder prior to reaching out to sales@aviapool.com.

 

ORDERING:

 

How do I place an order?

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Currently all orders must be submitted by email to the sales representative whose name and email is on the quote you have received from Aviapool. To place your order, please reply to the quote email presented to you from Aviapool. You will need to confirm your items needed, pricing, delivery and billing addresses, shipping method and account number. If all these details are on your own documents (I.e. Your own purchase order), simply attach that to your email reply and send it to us.

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Can I order by phone?

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Given the complexity of the tooling we sell, the high value, risk of mistakes, need for many details such as billing contacts and shipping addresses, we are unable to take any orders by telephone. Currently all orders must be submitted by email to the sales representative whose name and email is on the quote you have received from Aviapool. We expect to have the ability to convert your quote to an order online in the near future.

 

Can I place an order on line?

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Currently all orders must be submitted by email to the sales representative whose name and email is on the quote you have received from Aviapool. We expect to have the ability to convert your quote to an order online in the near future.

 

How can I expedite my order?

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Aviapool makes every effort to provide the fastest possible service on all requests for tools. We make every effort to expedite when possible, and if you will note extra urgency when placing your order, we will work to meet your needs.

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However, we are not often able to improve upon lead-time delivery than what was originally quoted, as most items are made to order and ongoing stocking is not feasible for most tools.

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Can I cancel an order?

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Given the complex nature of sourcing and processing of maintenance tooling, no Purchase Order that has been accepted by Aviapool (via electronic delivery of either a pro-forma invoice or order acknowledgement from Aviapool), may be cancelled by you (the customer) except at Aviapool’s sole and absolute discretion. If Aviapool agrees to cancel such a PO, you shall pay Aviapool a restocking fee determined on a case by case basis as a percentage of the sales price.

 

Can I have a photo?

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Aviapool is contracted with many manufacturers around the world and each often have their own internal procedures as relates to all documentation, including photos.  During the quoting process, Aviapool is often able to provide a “generic stock photo” upon customer request. Additionally, we are often able to provide actual product photos as part of shipment preparation. Aviapool cannot promise, however, to be able to get photographs on all transactions.

 

Can you use our documentation to accompany my order?

 

Aviapool is able to use your (our customer’s) documentation under many circumstances.  Ideally we must have this requested at time of order placement to ensure best chances for successful inclusion.

 

PRICING AND PAYMENTS

 

What payment methods are available?

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Aviapool accepts checks, domestic USA ACH transfers, UK electronic payments, international wire transfers, and most credit cards. All transactions are subject to a $45 processing fee. For credit card charges over $5,000 USD, an additional 3% fee will be applied to any amount over $5,000 USD.

 

What payment terms are available?

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Aviapool requires that all first-time customers operate on a Cash in Advance basis on the first order.

Subsequently, the customer can request terms with us by contacting credit@aviapool.com.  During the credit approval review process, Aviapool, on an order by order consideration, may be able to allow for partial deposit and final remittance at time of delivery. Please ask for this consideration at the time of order negotiation and placement.

 

Can I have discount?

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Aviapool makes every effort to present the most competitive pricing on all quotes. However, a further discount is considered on a case-by-case basis, especially where large orders or multiple quantities are being ordered. Please send any price discount request to the quoting representative named on your emailed quotation.
 

Have prices increased from last year/last quote?

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Given the sheer volume and nature of aircraft maintenance tools, Aviapool has supply and manufacturing partners worldwide which influence price changes throughout the year. Some change their prices every year, and others will hold prices steady.  Another effect on pricing can be currency exchange rate fluctuations.

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Aviapool will always do its best to hold pricing for as long as possible, but your pricing will be clearly marked on your quotation with a validity period of thirty days. Outside of this period, you will need to re-enquire as to the new pricing, should any change have occurred.

 

If I am paying by bank transfer or wire, what are your banking details for receiving payments?

 

Banking instructions will be included on the face of your order acknowledgement or pro forma invoice.

 

RETURNS OR PROBLEMS WITH ORDERS

 

How do I report a faulty item?

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If you have any issues with your order, please contact by email the same sales representative who received your purchase order.   They will review the situation and initiate Aviapool Quality procedures to work to resolve the matter to your satisfaction as quickly as possible.

 

How can I return an order?

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In order to return an item, please notify Aviapool within thirty days of the date of shipment. Any notice after this period is subject to Aviapool’s discretion. Determination of fees and processing for returns will follow same procedures for cancellation of orders.  Return shipping cost is at the expense of the customer. Please see https://www.aviapool.com/terms section 3.

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After notice has been received, Aviapool will provide a Return Material Authorization. After receiving the RMA, please return the items within thirty days of the initial notification of return.

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Is there a restocking fee?

 

There is a restocking fee for both cancellations and returns determined on a case by case basis as a percentage of the sales. Please see https://www.aviapool.com/terms section 3.

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SHIPPING:

 

Do you ship internationally?

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Yes, Aviapool will assist in the coordination of shipment to anywhere in the world a customer would like to take delivery.

 

Where do you ship from?

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We ship from both our Michigan, USA and Exeter (Devon), UK facilities as well as direct manufacturing drop shipments from locations worldwide.  If you place a purchase order with us, your quote details will list the region of the world the specific items will be shipped from.

 

Can you drop ship?

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Yes, we are able to drop ship from almost all manufacturing locations worldwide. Your quote details will list the region of the world the specific items will be shipped from if you place a purchase order with us.

 

Can you provide a shipping quote/estimate?

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Given the broad range of sizes, scope of possible tools per shipment, multiple shipping locations, world-wide duty and tax rates, Aviapool is not generally able to provide shipping estimates.  However, we are able to refer to you to either B&H Worldwide or Bollore to assist you with this quote information.  When contacting them, please refer to Aviation Tool Pooling as the referring partner to get the best pricing:

B&H Worldwide can be contacted at: quotes@bhworldwide.com or telephone +44 (0)208 759 5544, for other contact information, please visit https://www.bhworldwide.com/contact

Bollore can be contacted at: Tel: +44 20 8559 9911, or by using the contact form at https://www.bollore-logistics.com/en/pages/GlobalNetwork.aspx

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Can you provide weight and dimensions?

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Yes, for each parcel being shipped to you, we will be able to provide weight and dimensions.  However, given the possible various ship from locations and multiple items per shipment, confirmed weight and dimensions may not be available until your order is packed and ready to be shipped.

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Can we use our shipping company with whom we have established a quantity discount?

 

Yes! As Aviapool ships all parcels EX-Works, we require our customers to pay for the shipping.

However, we are able to help arrange shipments or coordinate with your own contracted freight forwarding company.  Often your involvement can be a simple as providing to us your normal FedEx, DHL or UPS account number and allowing us to coordinate your shipment.

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TAXES AND DUTIES
 

How are taxes and duties on shipments handled?

 

All shipments of items generally are shipped Ex-works under the customer’s shipping accounts.  The shipper will invoice the customer any taxes and or duties, as applicable on all international shipments occurring outside the United Kingdom (UK) and the United States (USA). Within the UK (VAT Value Added Tax) and USA (State Sales Tax) may apply on a case by case basis.  

 

CREDIT TERMS

 

How can we establish terms with your company?

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Aviapool requires that all first-time customers operate on a Cash in Advance basis on the first order.

Subsequently, the customer can request terms with us by contacting credit@aviapool.com.  We will then begin our credit approval review process where we will do an initial credit review using industry-wide available information. If we cannot confirm a decision with this available data, Aviapool will contact you via our credit department to request additional information allowing us to make an informed decision. For more information, please reach out to credit@aviapool.com.

 

TOOLING QUESTIONS

 

Do you buy tooling?

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Aviapool is always looking for opportunities to enhance its stock availability. If you should have any excess tooling that you wish to offer, please send the details to marketing@aviapool.com with as much detail on the content, condition, location, and expected offer. We will then contact you by return if this package is of interest.

 

Can we list our tooling with you?

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All customers and suppliers are welcome to list their tools with us. Simply send the details to us at marketing@aviapool.com, and we will be in contact with any further questions for us to start the marketing of your tools. These can be for either loan/lease through our network or Aviapool is also happy to sell outright the tools on your behalf.

 

Can you calibrate my tooling?

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Currently Aviapool is unable to provide a Calibration service however we will do our best to help you find a solution.

 

WARRANTY

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What is the warranty period?

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Aviapool provides the customer the following Limited Warranty for the Goods. The Goods shall conform to the stated specifications and shall be free from defects in materials and workmanship for a period of 30 days after the later of the date of delivery or the date Buyer accepts the Goods (the "Limited Warranty Period"). In addition, Buyer shall possess any limited warranty granted by the manufacturer of the Goods.  For full warranty details please https://www.aviapool.com/terms  section 9.

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