Shipping & Returns

 

PRIVACY POLICY

Using Information We Collect
At Hobby Express, we always want to provide you with the best possible shopping experience and to fulfill your orders exactly as you've requested. In order to do this, we collect information that allows us to:

  • Process and track your order
  • Provide the services you request
  • Contact you about the status of an order
  • Send you catalogs or promotional offers we believe will be of interest to you
  • Send you the Hobby Express Email Newsletter or other email
  • Identify your product and service preferences
  • Customize our communications to you
  • Provide information concerning product recalls or products you have purchased
  • Improve our merchandise selection and customer service


Information We Share with Others and Your Privacy Rights
We contract with other companies to provide certain services, including credit card processing, shipping, name and address verification, email distribution, market research and promotions management. We provide these companies with only the information they need to perform their services and work closely with them to ensure that your privacy is respected and protected.

Solicitations for personal information

We NEVER ask for you to email us your credit card number or other personal information. Do NOT reply to such a request if you receive one. It is NOT from Hobby Express! However, we may require you to fax a copy of your credit card for verification and security purposes.

Cookies

We use cookies to identify you when you place an order. These have your name and address and your shipping address. We may add additional information to these cookies in the future and if we do we will list the added information in this space.

 Policy updates

All updates to this policy will be posted here. Last update: October 31, 2018

Technical Assistance and Questions

Have a technical question about one of our products?  Feel free to contact us at 828-785-5877 or email us at Customersupport@hobbyexpress.com.  Our shop hours are 10am EST to 4 PM EST. We will get back with you as soon as possible.

  

Shipping

All orders received by 11:00 AM (Eastern Standard Time) Monday-Friday will ship the same day unless there is a processing time to cut kits. We use the US Postal service and FedEx. If you need extra fast shipping such as Next Day, or 2-day service, please choose the desired method when ordering. These services may be limited depending on your service area. Holidays and weekends will delay delivery. Please note that Next Day delivery chosen on a Friday will result in delivery on Monday.

Shipping Charges for USA Orders

Shipping charges are calculated on the total weight of your order. Oversized or heavy items or extremely large orders will incur extra fees.  Small items will therefore receive reduced rates. You will be able to choose various shipping rates during check out. If you have any questions, PLEASE contact us before placing orders

Returning Items

Prior to returning any order, please contact our Customer Service team for detailed instructions:

Phone: 828-785-5877

Email: customersupport@Hobbyexpress.com

We want you to be happy with your purchases. We go to great lengths to assure you get the exact merchandise you order, delivered on time. If for any reason you are not satisfied with your order, we will be happy to accept returns within 30 days under the following guidelines.

Returns Policy

  • Hobby Express  NO LONGER CHARGES RESTOCKING FEES! Returned merchandise must be in unused condition and in its original packaging.
  • Full Refund values will be issued in the form of Hobby Express Gift Certificates.

o    Hobby Express DOES NOT ACCEPT THE RETURN OF BATTERIES THAT HAVE BEEN CHARGED OR USED IN ANY WAY

o    The mounting of engines and accessories, running fuel through engines, cutting or pushing out the balsa sheets in kits, and other similar actions constitutes used merchandise.

o    Radios must be returned with unmounted servos and switch harness.

  • When packing your order for return, please be sure all the original packing material and instruction papers and/or manuals are included.

o    We will be unable to process your return if parts are missing, or if items are not packed properly to avoid damage to products and their boxes and/or packages.

o    ARF kits are specially packaged to insure safe shipping of all contents. In order to receive credit for a returned ARF, the contents must be returned in the original plastic covers and arranged in a manner that will not damage the contents or packaging.

  • Please contact us for a return authorization number. Freight charges will not be refunded. The customer is responsible for insured shipping back to our shop.
  • Flight Simulator Software: Per manufacturer's requirements, ALL software is NOT returnable if the seal on the box has been broken. 
    Please carefully check system requirements before ordering.
  • Returns sent COD will not be accepted.
  • Refunds typically take 5-7 business days to be processed before a Gift Certificate is created.

 

SHIPPING AND CUSTOMS CHARGES FOR INTERNATIONAL ORDERS

International shipments are subject to local taxes, customs, and duties and/or additional charges such as brokerage fees. These charges are the sole responsibility of the buyer. If at any time Hobby Express is billed for these charges, Hobby Express will in turn bill the buyer in the same manner the original order was billed.

Some items are restricted from shipping internationally. In the event an item cannot be shipped, a sales representative will contact the customer directly.

Expedited services only guarantee delivery to the importing country border—delays as a result of customs are not the responsibility of Hobby Express.

Orders placed with international credit cards can only be shipped to the international billing address associated with the credit card.

Here is a short list of countries that won't be open for international shipping: 

Afghanistan, Benin, Brazil, Brunei Darussalam, Colombia, Comoros, Cuba, Falkland Islands, Ghana, Greece, Indonesia, Iran, Iraq, Jordan, Lao People's Republic, Lebanon, Liberia, Libyan Arab Jamahiriya, Malaysia, Mexico, Nigeria, North Korea, Pakistan, Saudi Arabia, Somalia, Sri Lanka, Sudan, Syrian Arab Republic, Turkey, United Arab Emirates, Syria.  If you have a question, contact us at customersupport@hobbyexpress.com

 International Returns 

  • All international returns must be authorized in advance. Please email customersupport@hobbyexpress.com for specific instructions. Failure to follow these instructions may result in the non-acceptance of your return.
  • The cost of shipping to return a product is the responsibility of the customer. Hobby Express does not pay international return shipping costs.
  • Return shipments are the legal responsibility of the customer, and all compliance issues with your selected shipper must be met. Hobby Express, LLC is not responsible for any non-compliance with shipping regulations where we are not the shipper of record.
  • Original shipping parcel protection amounts may be withheld from the return credit at the discretion of Hobby Express, LLC.
  • Unauthorized returns will be liquidated, and no credit issued. 

Returns Shipping Compliance Policy

 The following Products may not be authorized to be shipped for returns. Please note this list is not all-inclusive, for full details please contact Hobby Express Customer Support:

 Lithium Ion (Polymer) batteries, Model fuel.   

Refused Shipments

If Hobby Express incurs additional shipping fees as a result of refused or returned shipments, we reserve the right to deduct those amounts from the final return credit.

Exterior Shipping Carton Damage

If a package has been damaged in shipping and it is apparent when the package arrives at your door, please REFUSE the delivery. If you have already accepted a package, and then discover that it has been damaged, call us immediately. Customers are responsible for reporting any product defects or damages to their product that incurred during shipping within 7 Business Days* of confirmed delivery of their order. 
We'll take it from there. Be sure to save all paperwork and packing material with the damaged goods. The carrier may wish to inspect it before processing the claim. Please do not return damaged-in-shipment merchandise yourself. It could jeopardize your claim and keep you from receiving credit for the return.

*Customers who do not report product as damaged, defective or missing parts within 7 Business Days of the order being confirmed as delivered have accepted responsibility for the condition of the product they have ordered and acknowledge the product to be acceptable.

Defective Merchandise

If you receive defective merchandise, please call us for return instructions. In most cases, we will accept returns and make adjustments; however, some manufacturers prefer handling defects directly. Defects found after the product is in use usually fall under manufacturer's warranty. A customer service representative will be happy to help you determine which procedure is appropriate for you.

Missing Parts

Should you receive merchandise that is missing a part, please contact us so we can get a replacement sent out to you. 

 

SEND RETURNED ITEMS TO:

Hobby Express
8 Glenn Willow RD, Suite 30
Arden, NC 28704 USA

 

WARRANTIES

We guarantee our product to be free from defect for 30 days after the date of purchase. If you find that an item you purchased from us is defective within that 30-day period, we will replace it at no charge to you. Some items may need to be sent to the manufacture directly.

 Any price, specification, or special offer on our website is subject to change without written notice.  Sale prices on website may be withdrawn at any time. Hobby Express is not responsible for any inadvertent errors on this website.