Frequently Asked Questions
Why am I being charged sales tax?
Aerial Adventure Tech is required by law to collect sales/use tax on order shipped to North Carolina. If you are shipping to NC, the appropriate charges will be added to your merchandise total and displayed on your final order confirmation.
Do you ship outside of the Continental United States (AK, HI and International customers)?
AAT ships gear all around the world. If you are located outside the Lower 48 States you may be contacted after you place an order if additional shipping is required. You may choose to pay the additional cost or If you prefer not to pay the additional shipping cost we can promptly refund your order. International customers are responsible for any custom fees that may be associated with the order once it arrives at the border.
Note that for some products we carry, we only have exclusive distributorship rights to a defined territory. If you have purchased these products and are shipping to a territory we cannot sell in, we will refund your order and connect you with the distributor in that territory.
When will my order ship?
On every product page there is any estimated time until shipping. This varies greatly depending on where the product is shipping from, if it is custom manufactured, and if it is currently on back order. Please ensure the shipping timeframe meets your needs before purchasing a product. Once your product is ready to ship, you will receive tracking information.
If we receive notice that a product cannot ship in the stated timeframe on the product page, we will contact you to determine if you would like to proceed with the order or would rather be refunded.
My shipment arrived but it does not contain all the items I ordered?
We often utilize manufacturers to supplement our stock. So you might receive tracking information for a few different packages. Everything should arrive, it might just come at different times in different boxes. If you have tracked all of your packages and products are still missing we will remedy the situation.
What if I ordered the wrong item?
We understand that happens. If a product arrives and you realize it will not work for your organization, you can return it for a full refund. Do note that the product must not be used in a safety application and maintain the original packaging and manufacturer notices. Next time, we encourage you to consult with our customer service team to ensure you order what best meets your needs.
How do I know what equipment is right for my site?
This is a tricky question. First off, our team is always willing to assist you in making the right choice. We can mock up something at our aerial adventure sites, consult with the product manufacturer, or talk with users of that product in the field. We pride ourselves on being honest about what gear we love and what gear might be lacking in some areas. Know that we sell nothing that has features we feel are inherently an unsafe choice.
A lot of organizations want to stick with what they already have. There is value to this - your staff know the equipment and you know how it performs. Also, most aerial adventure activities were designed and built to be used with specific equipment. Manufacturers of these activities will provide operations manuals, notices, or specified equipment lists. Look there first. If you don’t have that resource, search our site by manufacturer and then narrow it down based on product type and photos.
Maybe you are looking to try out new products, are selecting gear for a new installation, or need to meet new safety requirements? It is always advisable to consult with the designer/manufacturer of your activity or quailed professional when selecting equipment for a new installation or when deviating from specified equipment. But often times a change or new product is the right choice. Improved safety, ease of use, staff efficiency, greater product longevity, cost savings, and better functioning systems can all be advantages to making the right gear choice for your application. Just ensure these decisions are being made by experienced, trained industry professionals. We are always willing to help you explore new products and whether or not they are right for your application.
If you still have questions please do not hesitate to contact our team.