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Help

 

Your satisfaction is our #1 priority, if you have any questions or comments please feel free to contact us. Our customer service representive will answer all emails in 1-2 business days.

Orders & Availability

• Are all of the orders placed into the system available for shipping right away?

We stock all the products in our warehouse from manufacturers and distributors around the world. For products that we show as available, it is usually shipped out within 2-3 business days. None of products are drop shipped from third party.

If some of the products that you have ordered are not available due to inventory shortage, we can either ship out the remaining items of the order, wait for the missing item to be restocked, or cancel the entire order. We will always confirm with you by phone or email before any changes are made.

• What are pre-order products?

Pre-order products are usually either brand new products, manufacturer re-print of old & discontinued products, or products in high demand with limited quantity. If you wish to reserve one of the upcoming items, you may use our pre-order option if available. Once it becomes available, customers who have pre-ordered it will have priority in receiving the item.

Note: Not all of items have pre-order options available.

• Can I add products to my existing order and ship them together?

Yes, as long as the status of the order has not been changed from "New Order", you may add the item you wish. You may simply do so by shopping again, adding items to the cart and then checking out when you're logged in. You will be asked if you want to combine or make brand new order at Check Out page. However, if your status indicates it has been shipped, we cannot make any changes at this point.

If you did not use your HobbyWave Account or used Express Checkout while placing your order, please contact us for making changes to your existing order.

Shipping

• Do you ship internationally?

Unfortunately, we are only able to ship within the contiguous USA.

• Do you ship to P.O. Boxes and military addresses?

No, with FedEx/UPS Ground Service, we are not able to ship to P.O. Boxes nor military addresses.

• How much is shipping?

For customers from USA, shipping is flat rate no matter how many products you order. Additional shipping cost may apply if the shipping location is considered as isolated and rural areas.

Continental USA  
$12.00  
 

• How soon will I receive my order?

For customers from US, all orders are shipped by FedEx Ground with online tracking number and usually reaches all continental US locations within 2~6 business days. (Usually West Coast in couple of days and East Coast longer) Tracking numbers are available through your HobbyWave account page immediately after shipping.

The packages usually leave our warehouse in 2~3 business days for delivery. HobbyWave is not in operation during Saturday and Sunday. Therefore, all of the orders placed between Friday ~ Sunday will be shipped out of our warehouse on the next scheduled shipping day.

At the moment, our US shipment days are every Tuesdays and Thursdays. If your package was shipped out from our warehouse on Tuesday, FedEx Ground will start its delivery on Wednesday. If you package was shipped out from our warehouse on Thursday, FedEx Ground will start its delivery on Friday. Please keep in mind that Ground shipping will be not be operating during Saturdays, Sundays & Holidays. Therefore, the following business day will be considered as the second day of delivery. Please keep in mind that it may take 1~2 business days for the packages to be scanned into the FedEx/UPS System.

• Can I pick up my order?

All of the orders placed through HobbyWave will be available only through delivery; Sorry, no pick ups.

• I have different shipping & billing address

If your order is a gift and you wish to ship it to a different shipping address, please contact your credit card or Paypal company to add this address before purchasing from us. For security, fruad protection, we can not ship to non-confirmed address in any case.

Order Status & Tracking

• Do you provide shipment tracking number?

Yes. All orders that are shipped from HobbyWave have tracking numbers you can use online. They are available through your HobbyWave Account.

• I never received the confirmation email.

We send order confirmation and shipping confirmation emails automatically. These are generated emails and occasionally get mistaken for junk email by filters. Please check your junk email folder and set your email filters to allow emails from hobbywave.com.

If you have account with us, your order confirmation and shipment tracking numbers are also available through your HobbyWave account.

• My order was sent back to you as non-delivery.

Sometimes FedEx/UPS Ground may fail delivery because of an incorrect address or missing buzzer code. If shipments are returned to us, you will be notified with instructions while your order is on hold. If delivery was not successful due to missing or incorrect information you have provided us, shipping charges will re-apply.

• I just realized I provided the wrong shipping information and the order is on route. What can I do?

FedEx requires additional $11 shipping correction charge for any changes made to the shipping information. Therefore, $11 fee will be applied to your order. Unfortunately, no cancellation can be made at this point. If you wish to return the item, you may do so once it has arrived at your location. For more information, please refer to our Refund and Exchange policy.

Returns & Refunds

• How do I return or refund?

If for any reason you wish to cancel your submitted order before it is processed , you can do so from your HobbyWave account page or by calling us. Funds will be released back to you within 24-48 hours.

If for any reason you wish to send us an un-opened, un-assembled, non-defective products back to us for return or refund, please obtain RMA (Return Merchandise Authorization) number -BEFORE- you send your return back to us and within 30 days from the purchase. No returns will be accepted without RMA number and you will not get refund without this number.

Please note that your return postage, original shipping charges will not be refunded. Refunds (minus shipping cost) will be made when product is received and not before.

Returns will ONLY be offered if the product is in its original packaging, unopened, in saleable condition, with Order ID reference and within the 30 day return period from original date of purchase.

• I received a wrong or manufacturer defect order.

To be eligible for defect return, all contents should be returned in the same condition as it was received. This means the package should not be opened (plastic see-through cover should not be opened) nor assembled. Please check everything carefully before you attempt to assemble the product. Once product has been received, we will send you a new one. There will be no additional shipping charged to you.

 

 
HobbyWave Models Limited - The Newage Hobby Store