Frequently Asked Questions
At all times we try to maintain a high level of efficiency and service whilst keeping costs low and driving better value into the hobby market. Should you experience an issue with our service or products, please read the following information first, before contacting us.
HobbyKing sells product in USD only. Any foreign currency exchange rates on HobbyKing.com that are not USD are indicative only (you WILL be charged in USD regardless of the warehouse that you purchase from). HobbyKing.com provides the exchange rate tool as a guide only. During the checkout process, HobbyKing.com will pass the price in USD to PayPal whom will do the exact currency exchange for you according to PayPal's currency exchange rates. The customer will then have the opportunity to accept or reject PayPal's currency exchange rate. HobbyKing.com is not liable for the relationship between the customer and PayPal.
Order Still Saying 'Processing'
Orders are packed and posted from 9am-5pm, Monday to Saturday. The time in Hong Kong right now is: 12:45:30 PM. Provided your products are in stock & we are not experiencing unusually high order volumes, the package will be sent within 48hrs except for weekends. However, if you purchased an item that is on 'BACKORDER' your parcel will be held until that item has arrived in stock. The estimated time for replenishment of BACKORDER items is 30 days but has no guarantee. Hobbyking.com deals directly with factories, we do not buy from distributors, this keeps our price lower though it means stock can sometimes be out due to factories lengthy lead times. Please log into your account on the front page by clicking 'Your account' at the top left. In here you will see your order status and any backordered items.
All products you ordered and have paid for are reserved for your order. Even if the stock level should fall below 0 before your order is posted it will not affect your order.
My parcel has not arrived!
We can understand the frustration associated with a late parcel. A late parcel could be the result of any number of reasons within the either countries postal system. The usual delivery time for a Standard Air Mail item is 10-30 days and an EMS item is 5-14 days. Please understand that we have no control over customs or your countries postal system.
BEFORE you contact us regarding a late parcel, please check with your local post office. In most cases parcels that do not arrive at your home are waiting for you at the post office for collection.
We do not consider a parcel lost until after we have filed a missing parcel report with the Hong Kong Postmaster. We can do this after 45 days. Countries such as 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 missing parcel report and we have a response (no later than 60 days) from your countries postal authority, we can then replace your parcel. We will confirm with you on your address during this process. We do not refund or replace parcels that did not arrive because they were not picked up in time or sent back to us and lost in transit or have the incorrect address.
Wrong Item Received or Parcel Missing Items
Our warehouse utilizes barcode id, product scanning, RFID security, final item counting and parcel weight recording to ensure each order is full and correct. We take our shipping and dispatch accuracy very seriously. If you have received a parcel that is incorrect or incomplete, you must do the following within 48hrs of receiving the parcel;
- DO NOT throw any of the packaging or product materials away. Keep the entire package 100% as you received it.
- Weigh your parcel and it's contents. You can use a kitchen scale for this. It must be accurate to 5g.
- Photograph the parcel and it's contents. The photo must show products, parcel and packing materials clearly.
Contact Support Centre with the following information;
|Problem with Order|
Attach photos of the parcel and contents, as stipulated above. Failure to follow the procedures above will result in a rejection of the claim. Never accept a parcel that is crushed, damaged or has been left open, possibly allowing contents to fall out.
Changes to Orders After Payment
If you would like to change the details on your order you need to act quickly. The safest way to change your address is by contacting us thru our live chat support. Due to the time lag in email responses, we do not accept liability for requests which are not received or read after the parcel has been dispatched.
Simply sending us an email does not constitute an agreement nor does it mean we can act upon your request in time. We strongly urge you to contact us through chat if you find that your address details are incorrect or need to be changed.
Returns or Refunds
Introduction to the Return Merchandise Authorization (RMA)
The new RMA is constructed with a simplified user-guide process for Warranty claims: Incorrect, Defective, Damaged, Faulty items, Missing part, and product dissatisfaction. This features automated for the changing of warranty status which enhance customer's awareness of the workflow, and better understanding of customers needs and expectations in a timely manner.
General Warranty Policies and Guidelines
- Customers may return items to warehouse for a full refund of the product cost if they are dissatisfied. This must be done within 30 days from the date of purchase, and the item must be in a good condition.
**Good condition refers original packaging with ALL accessories included.
**If the original packaging has been opened, only 80% of the product price will be refunded to cover the repacking and QC rechecking costs.
- HobbyKing.com Service Centers don’t accept crash, damaged parts of the items due to misuse, and items that have been modified.
**HobbyKing.com accepts no responsibility for the improper installation and use of purchased products.-The warranty period for all types of batteries is within 30 days, 1 year for other products such as internal parts (ESC, motor, servo, etc.) and RC items (plane, helicopter, boat and car).
The warranty period is effective unless otherwise stated on the product listing. All relevant information must be indicated on the RMA application form.
- Photos and/ or videos are required for Initial Evaluation (submission via RMA)-All types of FAULTY batteries are NOT required to be returned to warehouse. Photos and/ or videos are enough to justify the fault of the item.
- For re-sending of items via RMA, the RMA form MUST be printed and attached on the parcel.
- After submitting the RMA form, if we receive no response from your end within 45 days or once the parcel is required to send back but it is not returned to our warehouse within 45 days, it will subject to rejection of RMA application.
Warranty Support Page
Products MUST be returned to us for inspection. Liability of the product is restricted to the sale price of the product.
Why do I have to register on the website to make an order?
You need to register so that when your parcel is shipped you can track the status and delivery details from the 'Your Account' section.
Do your listing prices include tax?
None of our product pricing includes tax and we do not charge taxes or extra fees on top of our advertised product price and shipping/handling. However, it is your responsibility to pay any fees charged by your local customs or postal office, should they be incurred.
What are Cookies?
You can prevent the setting of cookies by adjusting the settings on your browser (see your browser Help for how to do this). Be aware that disabling cookies will affect the functionality of this and many other websites that you visit. Disabling cookies will usually result in also disabling certain functionalities and features of this site. Therefore it is recommended that you do not disable cookies.
The Cookies We Set
Third Party Cookies
In some cases we may provide you with custom content based on what you tell us about yourself either directly or indirectly by linking a social media account. These types of cookies simply allow us to provide you with content that we feel may be of interest to you. Several partners advertise on our behalf and affiliate tracking cookies simply allow us to see if our customers have come to the site through one of our partner sites so that we can credit them appropriately and where applicable allow our affiliate partners to provide any bonus that they may provide you for making a purchase. We also use social media buttons and/or plugins on this site that allow you to connect with your social network in various ways. For these to work the following social media sites including; Facebook, Twitter, Google+, Pinterest, Instagram, will set cookies through our site which may be used to enhance your profile on their site or contribute to the data they hold for various purposes outlined in their respective privacy policies.
All information we collect is used for the primary purpose of allowing us to improve your customer experience. We will never provide personal information to 3rd parties outside of those trusted companies listed on this page, and great care is taken to ensure that all information is secure and confidential. You will not receive cold calls or junk mail as a result of visiting HobbyKing.com. You can also be assured that this information is completely secure and safe. In fact, some of the cookies are used purely to protect your data and your account.
Hopefully that has clarified things for you and as was previously mentioned if there is something that you aren't sure whether you need or not it's usually safer to leave cookies enabled in case it does interact with one of the features you use on our site. However if you are still looking for more information then you can contact us through our customer support centre at http://support.hobbyking.com
Contract of Sale
A product viewed on HobbyKing.com is an offer to treat; adding a product to your cart and proceeding through the checkout process does not constitute a legally binding contract of sale. Only once confirmation of shipment has been received has a contract for sale been formed. This is in compliance with the Electronic Transactions Bill 1999 (US) and Electronic Commerce (EC Directive) Regulations 2002 (EU) and Consumer Protection (Distance Selling) Regulations 2000 (EU).
Other Terms & Conditions
hobbyking.com® is not responsible for typographical errors. hobbyking.com® reserves the right to cancel any order you have placed if there was a typographical error on the hobbyking.com® Store concerning the pricing or availability of any item you ordered when you placed the order. hobbyking.com® reserves the right to change the terms and conditions of sale at the hobbyking.com® Store at any time. hobbyking.com® may make changes to any products or services offered at the hobbyking.com® Store, or to the applicable prices for any such products or services, at any time, without notice. The information provided at the hobbyking.com® Store with respect to products and services may be out of date, and hobbyking.com® makes no commitment to update the information provided at the hobbyking.com® Store with respect to such products and services. hobbyking.com® reserves the right to do any of the following, at any time, without notice: (1) to modify, suspend or terminate operation of or access to the hobbyking.com® Store, or to any portion of the hobbyking.com® Store, for any reason; (2) to modify or change the hobbyking.com® Store, or any portion of the hobbyking.com® Store, and any applicable policies or terms; and (3) to interrupt the operation of the hobbyking.com® Store, or any portion of the hobbyking.com® Store, as necessary to perform routine or non-routine maintenance, error correction, or other changes. To the extent permitted by law, all sales at the hobbyking.com® Store are governed by Hong Kong law, without giving effect to its conflict of law provisions. No hobbyking.com® employee or agent has the authority to vary any of the hobbyking.com® Store's policies or the terms and conditions governing any sale. If any of the aforementioned policies are held by a court or other tribunal of competent jurisdiction to be void or unenforceable, such policy shall be limited or eliminated to the minimum extent necessary and replaced with a valid provision that best embodies the intent of the policy, so that the policies shall remain in full force and effect.
hobbyking.com®’s failure to insist on or enforce strict performance of these policies shall not be construed as a waiver by hobbyking.com® of any provision or any right it has to enforce these policies, nor shall any course of conduct between hobbyking.com® and you or any other party be deemed to modify any provision of these policies. These policies shall not be interpreted or construed to confer any rights or remedies on any third parties. The hobbyking.com® Store provides access to hobbyking.com® international data and, therefore, may contain references or cross references to hobbyking.com® products, programs and services that are not announced in your country. Such reference does not imply that hobbyking.com® in your country intends to announce such products, programs or services.
All payments will be processed on behalf of DragonCan Ltd situated at 20/F 133 Hoi Bun Road, Hong Kong
Product Pricing: All prices are subject to change without notice.
Product Specifications: All product descriptions and specifications are subject to change without notice.