Policies and Procedures
Also see Frequently Asked Questions
Also see Terms of Service
YOUR HOBBYSHIPPER.COM ACCOUNT
When you create an account with HobbyShipper.com you provide your email address and establish a password. When contacting us, we will ask for the name and email address used when you setup your account. Please have this information handy. If you know you have created multiple accounts, please let us know. We will be happy to correct it. Only one account per household please.
QUESTIONS ABOUT RECENTLY PLACED ORDERS
If you have placed an order with HobbyShipper.com recently and need some information about it please note that we begin processing your order immediately after receiving it. We may be unable to make changes or cancel the order once it is placed. You may check on the status of recently placed orders by using the My Account feature on our website. Once your order invoices it has entered our shipping process and cannot be changed or canceled.
CREDIT CARD ORDERS
HobbyShipper.com accepts payment methods of Discover, Visa, and MasterCard. When using your credit card, please provide your credit card billing address if different from the shipping address and daytime phone numbers. If the billing address or security code does not match that which is on file at the financial institution or if authorization is not given for any reason, we reserve the right to cancel the order without notification. We cannot work out credit card problems with the financial institution; you must settle problems with them and reorder once the problem is resolved. Repeated attempts to authorize your credit card on the same order may result in an additional charge. We do not assume any responsibility for bank fees incurred by using a Debit Card for your purchase and/or return credit.
CANADIAN AND INTERNATIONAL ORDERS
HobbyShipper.com ships all over the world! All payments must be in the form of US Currency. In most cases we offer International Air or UPS Worldwide SaverSM. UPS Worldwide Saver is recommended for quick delivery and includes tracking. Under no circumstances will we falsify invoices or shipping labels. Customer is responsible for any applicable taxes, duties or custom fees. Inquiries regarding possible fees should be directed to your local authorities. Refused packages will affect your return credit. (See Credits and Balance Due). Please do not request that we falsify invoices or suppress tariff codes or country-of-origin information. While we do ship to most international destinations, we are unable to serve some countries at this time due to US law or credit card security reasons.
APO AND FPO ADDRESSES
When requesting orders to ship to an APO or FPO address, your package will ship SAM (space available mail). SAM requires no additional charge and will ship your package from the APO or FPO address via the next available transport. Your APO or FPO station may choose to send your package via a commercial carrier. HobbyShipper.com has no control over this, however we are obligated to comply with all rules and regulations governing commercial shipping.
In most instances you have the option of backordering out-of-stock merchandise. Products with uncertain availability, items priced under $10.00 and discontinued items may not be backordered. We only charge our flat ($9.99) shipping charge once per order and will not charge you twice for orders containing backorders. HobbyShipper.com is unable to add products to backorder. Backorders shipped to international addresses or via "Express" shipping methods, will incur special shipping charges with each shipment. We will only ship back orders via an "express" ship method at the customer's request. We do not assume back orders are to ship express shipping when requesting express for in-stock merchandise. Cancel your backorders using the My Account feature on our website. Backorders shipped at our expense will be shipped via the most economical shipper.
CREDITS AND BALANCE DUE
Some pre-approved returns that fall outside of policy may be limited to merchandise credit only. Any credit not redeemed nor refunded within a one-year period will be assessed a service charge fee. Any outstanding credit balance due will be applied to your next order. We cannot give credits for merchandise unless we have proof of receipt. Any charges HobbyShipper.com incurs as a result of a refused shipment will be adjusted from the return credit.
Any credits left on your account with us can be used toward a future order. At your request we will credit your credit card account. We will only credit the original credit card used on the order. If you no longer have that credit card, you will need to contact the issuing bank to work out arrangements. We may be able to assist you in obtaining the bank's phone number.
Complete instructions for returning merchandise are printed on the back of your HobbyShipper.com invoice. Please carefully read those instructions if you need to return an item. We will accept merchandise returns for product that was purchased from HobbyShipper.com within 30 days of receipt. The merchandise must be in new and unused condition and in its original packaging. We are unable to reimburse for return shipping costs. We do not accept returns via COD or any other collection method. COD packages will be refused. Packages billing HobbyShipper.com without authorization will result in actual shipping charges billed back to sender unless other prior arrangements were made. There is no restocking fee for qualified returns.
Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with apparent shipping damage, please refuse the delivery. If you have already accepted delivery and then find shipping damage, please email us immediately at email@example.com. Save all packaging material and paperwork; do not throw anything away! If you attempt to return the merchandise yourself, you will jeopardize our chances of making a claim, and you may not receive credit for the return.
If the item you wish to return is unusable or has missing parts, it is considered defective. The instructions on how to handle this type of return will vary, since some manufacturers insist on handling defects. Manufacturer defects found after the product has been used revert to the manufacturer's warranty and they will handle any problems for you directly. Please do not return used merchandise without authorization.
HobbyShipper.com uses a variety of shipment carriers. Since we charge flat rate shipping, we reserve the right to choose the carrier. Unfortunately we cannot accommodate requests for preferred shippers. Once the order has shipped, we must allow the carrier a reasonable time frame to deliver. HobbyShipper.com and/or carrier reserves the right to request a signature for proof of delivery. We cannot demand a shipment carrier to leave a package. You may contact the carrier for instructions on available options. Once the package is successfully delivered, we are not responsible for theft or damage to the merchandise. When using a forwarding company, we are not responsible for lost or damaged merchandise after the forwarding company has accepted delivery. The forwarding company must report shipping damage for a claim to be filed. We are not responsible for delays in express delivery orders due to weather conditions and/or attempted deliveries. Export documentation will not be provided. Know who you are receiving a package for or forwarding a package to! If you accept a package that was purchased with a fraudulent credit card, you will be in possession of stolen merchandise. You may be responsible for any legal or collection action related to the shipment. Shipping charges are non-refundable.
LIMITS OF RESPONSIBILITY
We are not responsible for incidental damages caused by defective products.
All of the products we sell are intended for retail consumption by our customers and are not intended for resale. We reserve the right not to sell commercial quantities or to resellers. Any consequences arising out of the resale of merchandise purchased from HobbyShipper.com is the responsibility of the seller, not HobbyShipper.com. HobbyShipper.com may revoke the ordering privileges of customers who purchase commercial quantities of our products.
We reserve the right to limit quantities and discounts.
Additional policies may exist. Policies are not limited to those on this page. Contact us via e-mail with any questions.
PRICE AND/OR DESCRIPTION CHANGESHobbyShipper.com Frequently Asked Questions
All prices, pictures and descriptions on this site and all other HobbyShipper.com publications are subject to change. HobbyShipper.com maintains no responsibility for inadvertent errors. In the event of typographical errors on our site, HobbyShipper.com reserves the right to cancel or refuse orders at its sole discretion. Please contact us within 30 days regarding price discrepancies.
How do I place an order with HobbyShipper.com?
HobbyShipper.com only accepts orders via our website.
Which payment methods do you accept?
Payment methods accepted:
We accept Discover, Visa, MasterCard, and PayPal. Because HobbyShipper.com requires the ability to verify credit card holder information, one-time-use cards such as virtual cards, tax refund cards, etc. may not guarantee an order.
I'm having problems checking out? What do I do?
If experiencing shopping cart or checkout problems... Although rare, any problem you may encounter with the HobbyShipper.com Shopping Cart, or when proceeding through the Checkout System is most likely browser-related. If you do experience any unexpected results with the shopping cart please email firstname.lastname@example.org.
Can I cancel or make changes to my order?
You may check the status of recently placed orders using the My Account feature on our website. Orders which have not been sent to our warehouse may be cancelled online. Since we begin processing your order immediately after receiving it, we may not be able to make changes or cancel the order once it is finalized. Sending us an email does not constitute an agreement nor does it mean we can act upon your request. Due to the time lag in email responses, we do not accept liability for requests which are not received or read after the order has been invoiced.
Simply contacting us does not constitute an agreement nor does it mean we can act upon your request. Once your order has invoiced (released to our warehouse), we can NOT make any changes or stop the order.
Will you ship to an APO/FPO address?
Yes, we will ship to an APO/FPO address. Your order will ship SAM (Space Available Mail).
We are a manufacturer or business, can we order in bulk?
No, our business is designed to fill individual modeler needs only.
Do you accept Purchase Orders?
No, we accept payment via credit card only.
I have an item on back order that is not in stock. When and how will it ship?
Back orders will usually ship within 2 business days once the inventory is received at the HobbyShipper.com warehouse.
Could you tell me the exact date an item will be in stock?
The expected date shown is a guideline based on information from the manufacturer and subject to change. If there is an update, our website will reflect the most current information.
To ensure an item will be reserved for you, please consider back ordering the merchandise (remember no charge for out-of-stock items until shipped). Back Orders are filled prior to our website indicating stock is available.
My order has not arrived! What do I do?
We understand the frustration associated with a late order.
Please check with your local post office or UPS before contacting HobbyShipper.com. In some cases, orders that do not arrive at your home may be waiting to be picked up at the post office or UPS.
A late international parcel could be the result of any number of reasons within a country's delivery system. The usual delivery time for an International Air item is 10-30 days and for UPS Worldwide SaverSM, 3-5 days. Please understand that we have no control over customs or your country's postal system. Small parcels may not have a tracking number if shipped via United States Postal Service.
My package is lost! What should I do?
After 45 days for most countries, HobbyShipper.com is able to file a missing parcel report. Italy, France, Spain, Brazil and South Africa usually have extended wait times due to customs. However, this is not common.
Once we have filed a report and we have received a response, we can then replace your missing package. We will confirm your address during this process.
We do not refund or replace parcels that did not arrive because the recipient failed to pick up the order, it was sent back and lost in transit, or addressed incorrectly.
ACCOUNT INFORMATION AND MAINTENANCE
I forgot my username and/or password. How do I access my account?
Your user name is the email address you provided when you first setup your account. If you can't remember your password, you may use the Forgot your password? link provided on the login page and your password will be emailed to you. Please add email@example.com to your whitelist (safe or permitted e-mail sender list) to lessen the chance of the e-mail being filtered out of your inbox.
How do I change my e-mail address?
You may perform account maintenance such as updating email address or shipping address information using the My Account feature on our website. Note – this does NOT automatically update the address on previously placed orders.
How do I change my password?
This can be done on-line, using the "Forgot your password?" link provided on the login page, or via the My Account link on our website.
I'm not receiving my email notifications. What should I do?
HobbyShipper.com Email Servers:
Be sure to check all your email folders, including the "spam" folder. It is vital that your email address matches the one you used when you setup your HobbyShipper.com account. Also please add firstname.lastname@example.org to your address book or frequent contacts list to ensure that you receive your order and shipping confirmation emails as well as any promotional material we may email to you. Some internet providers block commercial emails. If you suspect your Internet Service Provider is blocking our emails, you should complain to them. You might tell them to unblock the following Internet Protocol addresses of our e-mail servers.
How will you ship my order?
HobbyShipper.com will ship ground orders UPS or USPS. Back orders will usually ship via the most economical but reliable shipper. International Orders will ship via International Air or UPS Worldwide SaverSM.
We are unable to accommodate requests to ship via specific shippers. We cannot bill an account you may have with any of the above shippers. We are capable of shipping your products to most International locations. We do not recognize use of forwarding companies and cannot accommodate special requests when using a forwarding company.
I just placed multiple orders. Can I combine them so there will only be one shipping charge?
Since we begin processing your order immediately after receiving it, modifications may not always be possible depending on how much time has already elapsed.
How much will it cost to ship my order?
Charges vary depending on ship method and location.
My merchandise is damaged or does not work. What should I do?
If your merchandise is damaged upon arrival, please refuse the shipment. If you've already accepted delivery, contact us via e-mail at email@example.com immediately. If you have product that is damaged (not due to shipper) or defective but you have not yet used it, some manufacturers insist on handling these situations directly. See your product manual or contact us via the e-mail address listed above.
I received a wrong item. What do I do?
If you are missing an item, have received the wrong item or received too many items, please contact firstname.lastname@example.org stating your customer number. Please include a photograph of any incorrect item received. Please check your account, sometimes items can be backordered, in which case you can request a refund, wait or request a substitute.
I only have a manufacturer stock number for a product I want to buy. How do I find the item?
Simply enter the manufacturer's stock number of the item in Product Finder and click "Search". However, these must be entered one at a time. You may also use our super-easy Advanced Search.
How much will it cost to ship an order outside the US?
Our international shipping charges are based on the size and weight of the package(s). To determine the cost of shipping to an International destination simply place the items you wish to order in your shopping cart and click on the "International Shipping Calculator" link displayed toward the top of the page. You will then be prompted to enter a country and the shipping charges for International Air or UPS Worldwide SaverSM will be displayed for the current order in your shopping cart. If restricted items are in your shopping cart, some methods of shipment may not be available. Remove the restricted items prior to calculating the shipping.
Local taxes and customs duties usually apply and are added once your shipment reaches its destination. Please see your local authorities for more information. Please do not request that we falsify your invoices.