Details on our shipping, payment terms and refund policy can be found below.
Shipping Times
The Brands supplied by Fly+5 each have manufacturing sites located in different countries around the world. As such, shipping times vary for a number of reasons that are often outside of our control. However, the following outlines the standard timeframes from the date that you submit the payment for your order to Fly+5 to receiving your gear at your designated delivery address.
Paragliders
For paragliders that are in stock when you submit your order payment, shipping typically takes 6 weeks. On occasion, it can take longer – or be as fast as 2 weeks!
For paragliders that are not in stock when you submit the payment for your order (which includes paragliders ordered with custom colors), manufacturing times for all Brands that we supply typically take 8 weeks, plus the standard 6 weeks shipping (making, on average, a total of 14 weeks from date of payment).
All Other Gear (harnesses, accessories, etc)
All other gear typically takes 5 weeks to reach your specified delivery address. On occasion, it can take longer, or sometimes be as fast as 2 weeks.
Gear outside of paragliders always tends to be in stock, but if it is not in stock at the time that you make your payment to Fly+5 for your order, then manufacturing typically takes 5–6 weeks, plus the usual shipping time (making, on average, a total of 10–11 weeks from date of payment).
Your Specific Order
We will always do our utmost to ensure that all our customers get the most efficient shipping possible. For more specific estimates on shipping times for your particular order, we’ll be happy to discuss this with you based on the Brand(s), item(s) and other details of your order.
Grouping Your Items
If you have ordered many items and/or a combination of paraglider(s) and non-paraglider item(s), we will usually ship all your items together to reduce your shipping costs.
If, however, you want to receive each item or set of items faster than the longest item’s shipping time, please Contact us to let us know. We will also adjust your shipping costs accordingly. If this request comes after you have submitted your order payment in full, we may need to charge you the additional shipping fee separately and this amount will need to be received prior to adjusting your shipping arrangements.
Shipping Costs
Actual shipping costs are calculated based on the total weight of your order, your shipping address and other prerequisites that you may specify. Usually, we will include the price of shipping in your total, but will be happy to transparently discuss the details of your shipping costs at your request.
Your Billing and Shipping Information
Per item 4 in our Terms and Conditions (‘Accuracy of Billing and Account Information’), you must provide current, complete and accurate purchase and account information for payment, and thus completion, of your order.
It is essential that you accurately provide the full name and full delivery address for your order (be it the same or different to the billing information provided for payment). Fly+5 will not be responsible for failure of delivery or additionally incurred costs due to incorrect delivery information.
We will do everything we can to accommodate a request to change your delivery address after your order has been placed, but this may incur an additional fee and, in some instances, will not be possible. To make a request to alter your delivery details for an order that has been placed, please Contact us immediately.
Standard Payment Policy
Payment in full is required at the time you place your order with Fly+5.
Payment Plans
In certain circumstances, we will be happy to agree a payment plan with you depending on the details and size of your order. This will be discussed and agreed on a case-by-case basis.
Where a payment plan is agreed, this will be documented in a contract to be signed by you, the customer.
For all payment plans, we will require an initial deposit at the time of your order. This deposit is strictly non-refundable.
Payment Methods
We accept a variety of payment methods, including check, PayPal, bank transfer, Venmo and cash.
Your Billing Information
Per item 4 in our Terms and Conditions (‘Accuracy of Billing and Account Information’), you must provide current, complete and accurate purchase and account information for payment, and thus completion, of your order.
We want you to be truly delighted with your purchase. In the unusual case that you are not, we’ll always do our best to sort it out for you.
Your Right to Cancel
You have a right to cancel an order for a full refund up to midnight on the 3rd business day after you have made a purchase with Fly+5. This is to accommodate the federal law that provides buyers with a “Cooling-Off Rule”. After this point, we will complete the process to place your order with the Brand and will no longer be able to offer a refund.
On occasion, the timeframe for Fly+5 to complete your order with the Brand(s) may take longer than 3 business days. In these instances, we will honor your request to cancel if we have not yet completed the process with the Brand(s) and issue a full refund. We will be happy to discuss the timeframe applying to your particular order with you with complete transparency.
Your Right to a Refund
Products and Goods
Because we do not hold stock (placing individual orders directly with the Brands as they are made), we cannot offer a refund once the gear order has been placed.
If you cancel before the order has been made with the Brand, then we will issue a refund in full. Please see details above under “Your Right to Cancel”.
Customers on an agreed payment plan may cancel their order after the order has been completed with the supplying Brand(s), but they will forfeit the initial deposit amount. All other monies outside of the initial deposit that have been made to Fly+5 will be refunded.
Refunds will be processed within 10 business days of us confirming the amount that will be returned to you and will be made in the form that the payment was made to Fly+5, unless otherwise agreed. Please allow 5–7 business days from the confirmation date for the amount owed for the funds to appear in your account, or the standard timeframe for the payment method that was used.
Faulty Goods and Warranties
Should your gear be received with a fault, please document the fault as soon as the product is received (including clear photographs of the issue) and pursue the manufacturer’s warranty process directly with the Brand. Fly+5 has relationships with all the Brands that we sell and will assist you in this process as far as possible to ensure that you have a satisfactory result.
Due to the rigorous testing and quality checks carried out by all the Brands that we provide, faults are exceptionally rare.
You can find the individual warranty, contact or support details for the Brands that we supply here:
Advance – warranty information
Bruce Goldsmith Design – warranty information
Finsterwalder & Charly – contact
Nova – service & warranty links
Delivery Costs to Return a Faulty Product to a Brand
Should the Brand agree to replace your goods, it is you, the customer’s, responsibility to agree delivery arrangements and costs directly with the Brand.
Exemptions – Refunds or Exchanges on Fly+5 Branded Products
Fly+5 branded products (caps, clothing, accessories, stickers etc) can be refunded in full or exchanged up to 10 business days after purchase if returned in their original, resaleable condition. Where a Fly+5 branded item is found to be faulty, a refund or exchange will be available.
It is the responsibility of you, the customer, to return the item to us and you will be responsible for the postage and packaging costs to do so, if applicable.
We reserve the right to refuse non-compliant refunds and exchanges. For example, if a product has become damaged through improper use or standard wear and tear.
Gift Vouchers, Experiences, Lessons and Clinics
We do not give refunds under any circumstances for any paragliding lessons, paragliding clinics, paragliding tuition credit, tandem paraglider flights or gift vouchers. For more information, see items 15 and 16 (‘Paragliding Lessons, Clinics, Tandem Flights & Tuition Credit or Vouchers’ and ‘Gift Vouchers’, respectively) in our Terms and Conditions.
If You Have Any Other Questions
If you have any queries on this Refund Policy or on any items you have purchased that are not answered above, then please don’t hesitate to contact us.