Shop FAQ

1. How do I place an order?

  • Browse our curated collection of aviation-themed gifts, apparel, and museum specials.

  • Add items to your cart, proceed to checkout, and complete your purchase with billing/shipping info.

  • You'll receive an order confirmation email once your purchase is successful.

2. What payment methods are accepted?

  • We accept major credit and debit cards (Visa, MasterCard, American Express, Discover), PayPal, and Shopify Pay.

  • All payments are securely processed via Shopify.

  • Sales tax is automatically applied for orders shipped to California addresses.

3. How much is shipping and how long will it take?

  • Standard shipping is a flat rate (e.g., $7.50), with free shipping on orders over $75.

  • Orders typically ship within 1–2 business days (Mon–Fri).

  • Delivery time depends on your location:

    • West Coast: 3–5 business days

    • East Coast: 5–7 business days

  • Expedited shipping is available at checkout for an additional fee.

4. Can I pick up my order at the museum?

  • Yes! Choose "Local Pickup" at checkout and visit our Gift Shop at 601 Skyway Road, San Carlos, CA 94070 during our hours (Mon–Sun, 10 am–5 pm).

  • You’ll get a notification once your order is ready for pickup.

5. What is your return/exchange policy?

  • Returns are accepted within 30 days of delivery.

  • Items must be unused, with original tags/packaging.

  • To start a return:

    1. Contact us at shop@hiller.org with your order number and reason.

    2. We'll provide a free return label.

  • Refunds are issued to the original payment method once the return is processed (usually within 5 business days).

  • Exchanges and store credit are also options—just let us know in your return request.

6. Do you ship internationally?

  • Yes! We ship worldwide via USPS or UPS International.

  • International rates vary based on destination and package weight.

  • Please note: customers are responsible for any customs duties or import taxes.

7. My order is delayed—what should I do?

  • First: check the tracking number provided in your shipment confirmation.

  • If there’s an issue (no update for over 5 days), email shop@hiller.org with your order number.

  • We'll investigate with the carrier and update you ASAP.

8. What do I do if my item arrives damaged?

  • We’re sorry to hear that! Please email shop@hiller.org within 7 days of delivery with:

    • Your order number

    • A photo of the damaged item and packaging

  • We’ll arrange a replacement or refund right away.

9. Can I modify or cancel my order?

  • Modifications or cancellations are possible within 2 hours of placing an order.

  • After 2 hours, your order typically enters processing and can’t be changed.

  • Email shop@hiller.org ASAP with any changes or cancellation requests.

10. How can I contact customer service?

  • Email: shop@hiller.org

  • Phone: (650) 654-0200 (ask for the Gift Shop or Online Orders)

  • Hours: Mon–Sun, 10 am–5 pm PT

11. Are gift cards available?

  • Yes! E-gift cards are available in denominations of $25, $50, $100, and $250.

  • They can be used both in-store and online.

  • They do not expire and cannot be redeemed for cash.

12. Do online purchases support the museum?

  • Absolutely! A portion of every sale supports Hiller’s mission to educate and inspire future generations of aviators and engineers.