FAQs

Who gets access to the Webshop?

Only distributors will have access to the WebShop. Each distributor will be given a password secured account.

 

Does the shopping cart auto-calculate shipping costs?

Shipping costs will be auto-calculated based on the weight of the parts and the destination. 

 

What shipping methods are offered?

All shipments will be shipped via FedEx (unless specified otherwise). You will be charged shipping costs as per the interface/table. You also may engage your own shipping carrier/courier delivery service company. Accepted companies are FedEx, DHL, TNT. Please provide the respective account # and service during the checkout process.

 

Can I pick-up my order at your facilities?

Yes, you can pick up your order. Please specify under ‘special instructions’ and/or 'shipping address’ pick-up location (Sarasota, Fl, or Mainz, Germany) and date of pick-up.

 

Can I combine shipping for different orders?

Yes, combined shipment of different orders is possible for POs submitted the same day only. Please communicate request in shipping instructions. Be advised that delays might occur depending on parts availability.

 

How do I track my order?

Once available, tracking information for your order will be sent to you via email.

 

Can I combine orders for different simulators?

At this time the ordering set-up allows orders per S/N only.

 

Can I change or cancel my order once submitted?

Depending on the order’s processing status you can change and/or cancel orders.  Please send an email stating the confirmation # of your order to x. You will receive a confirmation stating that your order has been cancelled/changed upon your request. In the event that the order has been shipped at the time of your cancellation, if eligible, the return to the respective facility will be initiated. In this instance, shipping costs for non-warranty replacements will be charged accordingly.

 

What is your return policy?

Unused parts can be returned for credit within 60 days after ship-date. Credit will be issued for part(s) only, no reimbursement for shipping costs. Part(s) need(s) to be returned in original condition with paperwork and proper packaging. Contact x (shared email account) requesting a RMA #. Filled out copy of ‘Part Return for Credit’-Form (incl. RMA #) needs to be included in shipment and sent x (email account) along with tracking details. Upon arrival part(s) will be inspected prior to processing the refund. Please also refer to our return policy (hyperlink).

 

What methods of payment do you accept?

Accepted payment methods are Credit Card or invoice as per your contract terms. All purchases are billed to the payment method as chosen by you when you place the order. If you wish to use a CC, please contact x to receive a copy of the Credit Card Authorization Form.

 

Which currencies are usable?

All purchases are in US-$ only.

 

How can I contact you regarding my order?

If you have questions regarding your order, please contact us at x stating your confirmation number.

 

How can I get information regarding the warranty status of a simulator?

-> Distributors based in APAC please contact Monica at monica.powers@cae.com for current warranty information. Distributors based in EMEA, request information from Moritz at moritz.schmidl@cae.com

 

How can I retrieve my password for my account? 

Please contact WebAdmin at xxxx.cae.com

 

What is the warranty coverage for parts?

For any warranted part the warranty is 180 days. In the event of failure/damage contact x stating the PO# as per your order as well the part in question. Note that consumables are generally excluded.

Please refer also to our warranty policy (hyperlink).