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Customer Service

Any questions or concerns please give us a call or visit us.

1-(909) 270-1535

Hobby Pro Distribution LLC
4752 Felspar St Unit 101
Riverside, CA 92509

Monday - Thursday 9AM - 3PM PST

Shipping & Delivery

Hobby Pro USA ships to all 50 States as well Puerto Rico, Virgin Islands, and all APO/FPO addresses. International shipping is also available to select countries which are listed below. Some restrictions apply based on destination.

Shipping charges are calculated at the time of checkout. Rates are subject to change at the discretion of the shipping carrier and Hobby Pro USA as necessary.

Oversize Fees

Items which are considered "oversize" are noted in the catalog and on HobbyProUSA.com. Exact charges will be noted at checkout. Oversize packages will not ship 2 Day, Overnight or Saturday Delivery. Oversize packages cannot be combined with other packages, therefore an additional shipping charge will be incurred for additional items on your order. For shipments to Puerto Rico, please call for a shipping quote.

International Shipping

  • All international shipments will ship via UPS or USPS.
  • 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 Pro USA is billed for these charges, Hobby Pro USA will in return 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
  • Orders placed with international credit cards can only be shipped to the international billing address associated with the credit card.

We provide international shipping to the following countries:

Andorra Denmark Hong Kong Luxembourg Romania United Kingdom
Argentina Dominican Republic Hungary Macao San Marina Venezuela
Australia Ecuador India Mexico Singapore  
Austria El Salvador Indonesia Monaco Slovakia  
Belgium Estonia Ireland Netherlands Slovenia  
Bulgaria Finland Israel New Zealand Spain  
Canada France Italy Nicaragua South Korea  
Chile Germany Japan Panama Sweden  
China Greece Jersey Peru Switzerland  
Colombia Guatemala Latvia Philippines Taiwan  
Costa Rica Guernsey Liechtenstein Poland Thailand  
Czech Republic Honduras Lithuania Portugal Turkey  

Economy Shipping Option

The economy shipping option does not guarantee time in transit and may not provide tracking. Please allow up to 3 weeks for delivery. Lost shipments are not available for investigation for at least 30 days. Orders shipped via economy shipping are at the consumer's risk.

PayPal Shipping

For your convenience we offer PayPal as one of our payment options. As required by PayPal, we can only ship orders to PayPal verified addresses. We cannot ship an order over $25 to a PO Box, even if it is to a PayPal verified address. All orders above $250 will require a signature. 

Paypal cannot be used with other payment methods such as Gift Card or Credit Card on the same order.

All shipping, fraud prevention and backorder policies, including all other policies put in place by Hobby Pro USA, still apply to all orders submitted with PayPal unless otherwise noted.

Per PayPal policy, all refunds must be processed within 60 days of the initial transaction. We cannot refund any PayPal transaction after that time.

Shipping Times

Every in stock order we receive by 11:00 A.M. (PST) Monday - Thursday ships out the very same day. Depending on your location and the availability of product, orders are shipped from our California warehouse. All international orders will be shipped out of our California warehouse. Order processing may be delayed by any incorrect or incomplete information provided by you or your payment provider. Delays due to payment processing are not the responsibility of Hobby Pro USA.

Overnight Shipping (Saturday/Sunday delivery is excluded)

Overnight shipping is only available for in stock orders we receive by 11:00 P.M. (PST) Monday - Friday. Items ordered after 11:00 P.M. (PST) on Thursday will not ship out from our warehouse until the following Monday.

Shipment Arrivals

Please be aware that most carriers are closed for national holidays and are not held responsible for delays due to weather conditions or natural disasters. Your order acknowledgement includes a tracking number for all UPS and Federal Express shipments and a confirmation number from USPS Accurate tracking is not available until one business day before the expected arrival. If you have an account, you may track your order at our new Order History page after you log in to the Account section of our site.

Hobby Pro USA and/or the carrier reserve the right to request a signature for proof of delivery. We cannot demand a shipment carrier to leave a package.

You may also visit the following websites to track your packages or feel free to contact us at 1-951-681-0889.
http://www.ups.com/tracking/tracking.html
http://www.fedex.com/us/tracking/

http://www.USPS.com

 Missing or Damaged Shipments

Please be sure to reconcile the number of boxes shipped with the number of boxes received. On occasion carriers may deliver boxes separately. Please note that ground and air shipments are often assigned to separate trucks and may arrive at different times of the day.

Please do not accept boxes with exterior damage. If the box has been delivered without your signature, contact the carrier before opening the package. The carrier will need to inspect the box and verify any damage before refund or replacement can occur.

Hazardous Materials

Hazardous materials (HAZMAT) are only available via ground shipping.

 

Privacy & Security

Thank you for visiting Hobby Pro USA web site. This site is governed by the Privacy Policy of Hobby Pro USA and discloses the consumer privacy practices of the Hobby Pro USA web site. Your privacy is important to us. To better protect your privacy, we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used at this Hobby Pro USA web site.

You can freely access much of our website without providing any personal information. Certain areas of our website, for example purchasing products, entering contests, filling out surveys, and receiving newsletters, emails or other promotional information from us, require that you submit some personal information. We do not collect any personal information without your knowledge! We use the information that we collect about you to fulfill your product and service purchases and to create a more personalized online experience.

This is just a brief overview, so please read on for more details about our Privacy Policy. We reserve the right to make changes to our site, policies, and these Terms and Conditions at any time, so please check back periodically.

Questions regarding this Policy should be directed to service@HobbyProUSA.COM or may also be contacted directly at the following address:

Hobby Pro Distribution LLC
4752 Felspar St Unit 101
Riverside, CA 92509

What information does Hobby Pro USA Online Catalog collect from you? In order to better provide you with numerous products and services, Hobby Pro USA Online Catalog collects two types of information about its visitors: Personally Identifiable Information and Non-Personally Identifiable Information. Our primary goal in collecting information from you is to provide you with a smooth, efficient, and customized experience while using our site.

Personally Identifiable Information

This refers to information that lets us know the specifics of who you are. Personal information is requested when you order a product, register for a Wish List, enter contests or sweepstakes, fill out surveys, send us feedback and send us mailings. For example, this information might but is not limited to include your name, billing address, shipping address, telephone number, email address, credit card or other payment information, and product details. With this information, Hobby Pro USA Online Catalog can fill your orders and better provide you with personalized services.

If you visit Hobby Pro USA or one of the sites available through a link on our site, the site holder will independently collect, use and share your personal information in accordance with their own privacy policies. If you have questions about their information practices, please read their privacy policies. Horizon Hobby is not responsible for any information these third parties share.

Non-Personally Identifiable Information

This refers to information that does not by itself identify a specific individual. We gather certain information about you based upon where you shop on our site in several ways. This information is compiled and analyzed on both a personal and an aggregated basis. For example, this information may include the website's Uniform Resource Locator ("URL") that you just came from, which URL you next go to, what browser you are using, and your Internet Protocol ("IP") address. A URL is the global address of documents and other resources on the World Wide Web. An IP address is an identifier for a computer or device on a Transmission Control Protocol/Internet Protocol ("TCP/IP") network, such as the World Wide Web. Networks like the Web use the TCP/IP protocol to route information based on the IP address of the destination. In other words, an IP address is a number that is automatically assigned to your computer whenever you are surfing the web, allowing web servers to locate and identify your computer. Computers require IP addresses in order for users to communicate on the Internet, browse and shop.

Where do we collect information from you and how do we use it?

Our primary goal in collecting personal information is to provide Hobby Pro USA Online Catalog's visitors with a superior customized online experience. We use the customer contact information to fill orders, contact purchasers to inform them of their order status, to send promotional information, to enhance the operation of our site and administer our systems through any other means deemed so to improve the customer’s experience.

We review the actions of the Hobby Pro USA Online Catalog visitors on an aggregate basis to determine customers' preferences. Hobby Pro USA Online Catalog also does research on our visitors' demographics, interests, and pages viewed based on the information provided to us during ordering, a promotion, from our server log files, from contests, drawings or surveys. We use resources such as, but not limited to Coremetrics and BazzarVoice to provide us with the more reliable information. We will use this data to tailor the visitor's experience at our site, to improve our marketing and promotional efforts, to statistically analyze site use, to improve our product offerings, and to customize our site's content, layout, and services.

Hobby Pro USA Online Catalog also shares your personally identifiable information gained only through analytics resources with Hobby Pro USA. and third parties who provide services to us, our customers and website visitors. Those third parties include authorized contractors, temporary employees and consultants and other companies working with us (collectively, "agents"). Where we believe it to be appropriate (in our sole discretion), we will ask our agents not to disclose or use your personal information for purposes other than to provide services to you or Hobby Pro USA Online Catalog.

Although we take appropriate measures to safeguard against unauthorized disclosures of information, we cannot assure you that personally identifiable information that we collect will never be disclosed in a manner that is inconsistent with this Privacy Notice. Inadvertent disclosures may result, for example, when third parties misrepresent their identities in asking the site for access to personally identifiable information about themselves for purposes of correcting possible factual errors in the data.

We gather information in the following ways:

Shopping

We collect IP addresses for the purposes of system administration, to gather broad demographic information, to report Non-Personally Identifiable Information to Hobby Pro USA, and to monitor the level of activity on our site. We collect information from visitors to our site regarding the URLs they came from, domain types (e.g., .com or .org), their IP addresses, the date and time of their visit or order, the number of visits and orders, the number of visits per browsing session, the server type, the operating system and browser type used to come to the site, the country, state and telephone area code where their servers are located, the pages and page titles of our site that visitors viewed during their visit, whether the visitor's computer is enabled for Java or cookies, browser language, applications and plug-ins, and any search terms entered on our site.

Ordering

When you order from Hobby Pro USA Online Catalog, we collect personally identifiable information from you. If you order one of our products, we will collect and maintain your name, email address, billing address, shipping address, telephone number, product selections, credit card or other payment information, order number, referring URL, IP address, page you bought from and a password. We collect this, and other information, as disclosed in this Policy, in order to fill your order, to communicate with you about your order and to send you promotional materials. Before confirming your order, you will have the opportunity to review the product order form and make changes and additions to the information it contained and these changes will be automatically kept for future use.

Online Surveys and Polling

In order to improve our services to you, we ask some of our customers to voluntarily complete surveys. Individual survey answers are confidential, although Non-Personally Identifiable Information is collected and disclosed to third parties. If you do not wish to participate in a survey, simply decline to participate when asked.

Contests and Sweepstakes

When you enter a contest or other promotion, we may ask you for contact information such as your name, address and email address in order to administer the contest, to send you promotional emails, notify winners and make the winners' list publicly available pursuant to certain states' laws. Your consent to such promotional use and disclosure of this information is a condition of your participation. As a condition of receiving any prize, you will be required to submit an Affidavit of Eligibility, for us to ensure that you are eligible to receive the prize according to the Contest Rules.

Newsletters & Promotional Emails

We offer free newsletters and promotional emails as a service to our customers. We will send you newsletters and emails periodically listing current specials and deals. 

Contact Information and Third Party Data

If you contact Hobby Pro USA Online Catalog or our customer service representatives by telephone, email or letter, we may keep a record of your correspondence or comments. If you report a problem with our site, we may collect such information in a file specific to you. If you contact us through our feedback area or by calling one of our customer service representatives, we may ask for your name, email address and order information in order to send you a reply. If other users or third parties send us correspondence about your activities or purchases on our site, we may keep the information in a file specific to you.

Site Activity

We also track customers' traffic patterns throughout their online session, including which pages, information and advertisements a customer views while using the site and what items they place in their basket or purchase. We use your IP address to diagnose problems with our servers, software, to administer our site and to gather demographic information.

We may share aggregated statistics about pages viewed on our site, sales and other shopping information with third parties.

Cookies

Hobby Pro USA Online Catalog may use cookies from time to time. Cookies are small text files a website can use to recognize a repeat visitor to the website. We use cookies for various reasons. Cookies enable us to provide you with a better experience by allowing us to understand what areas of this Site are of interest to our members. These cookies do not track individual information. Cookies from Hobby Pro USA Online Catalog can only be read by Hobby Pro USA Online Catalog websites. If you do not want Hobby Pro USA Online Catalog to deploy cookies in your browser, you can set your browser to reject cookies or to notify you when a website tries to put a cookie in your browser software. If you choose to disable cookies in your browser, you can still access most of this Site, however, your ability to use some of the products and/or services, including the shopping cart, at this Site may be affected.

Action Tags

We may use action tags in the operation of our site. An action tag is a method used to track responses or actions by customers who view certain information on our site. Action tags are images embedded in a website page that are used to transparently collect information. Our content servers may use action tags to count the number of times that visitors click on a particular page section or visit the pages of our site. Without collecting any personally identifiable information, they use that data to tell us which are the most effective sections of our sites.

Email Distributor's Use of Action Tags: Our third-party email distributor may use action tags. They may, for example, keep track of when a promotional email is opened and provide Hobby Pro USA Online Catalog with ongoing aggregated reports of how many customers have responded.

On occasion, unaffiliated third parties will "frame" Hobby Pro USA Online Catalog's site in an effort to collect customer information. To ensure your privacy, make sure that your order originates from Hobby Pro USA Online Catalog's site. Hobby Pro USA Online Catalog is not in any manner responsible in the event that you do disclose information to an unaffiliated framing site.

With whom do we share your information?

Fulfillment: The information collected by Hobby Pro USA Online Catalog is used for processing orders, keeping you informed about your order status, for statistical purposes, for improving our site and its performance, and to notify you of products or special offers that may be of interest to you. We will disclose your Personally Identifiable Information to Hobby Pro USA.  Additionally we will disclose your Personally Identifiable Information to third parties to charge your credit card, fill your order, deliver your order, provide customer service, provide you with credit and deliver promotional emails to you from Hobby Pro USA Online Catalog. For example, we must release your credit card information to the card-issuing bank to confirm payment; and release your address and telephone information to the delivery service to deliver products that you ordered.

Other Parties: We do not sell, trade, or rent your Personally Identifiable Information to others without your consent. We may provide Non-Personally Identifiable Information about our customers' sales, traffic patterns, and related site information to third parties, but these statistics do not include any Personally Identifiable Information. We may release account information when we believe that such release is reasonably necessary to enforce or apply our Terms and Conditions or to protect the rights, property, and safety of Hobby Pro USA Online Catalog, our users, or others. If customers do not pay us for products ordered, we may submit their account information to a third party collection agency.

Compliance with Service of Process or Law Enforcement: Occasionally Hobby Pro USA Online Catalog may be asked by law enforcement or judicial authorities to provide Personally Identifiable Information to the appropriate governmental authorities. We will disclose Personally Identifiable Information upon receipt of a court order, subpoena, or to cooperate with a law enforcement investigation, without prior notice to you.  Hobby Pro USA Online Catalog fully cooperates with law enforcement agencies in identifying those who use our services for illegal activities. We reserve the right to report to law enforcement agencies any activities that we in good faith believe to be unlawful.

How can you update or correct your Personally Identifiable Information?

We believe you should have the ability to access and edit the personal information that you have provided to us. During the online ordering process you can review, change, or delete the information that you have submitted. You may change any of your personal information in your account online at any time. We encourage you to promptly update your information if it changes. You may ask to have the information on your account deleted or removed; however, because we keep track of past purchases, you cannot delete information associated with past purchases. Also, as a security measure we "back up" the data stored on our systems, and such prior information cannot be completely removed from our databases. As a result, you should not expect that all of your Personally Identifiable Information will be completely removed from our backed-up databases.

What are your choices regarding collection, use, and distribution of your information?

Email: We may from time to time send you email or other communications regarding current promotions, specials and new additions to the Hobby Pro USA Online Catalog site. You may "opt-out," or unsubscribe from our newsletters by following the unsubscribe instructions in any email you receive from us, or by sending an email.  After doing so, Hobby Pro USA Online Catalog users will not receive future communications or mailings unless they opt-in, open a new account or enter a contest.

Cookies: You may also set your browser so that it will not accept "cookies" to prevent assignment of a unique identifier; however, you will be unable to shop on our site if you do so.

What security precautions are in place to protect against the loss, misuse, or alteration of your information?

In order to most efficiently serve you, credit card transactions and order fulfillment are handled by established third party banking, processing agents and distribution institutions. They receive the information needed to verify and authorize your credit card or other payment information and to process and ship your order.

When you access your account information, the information is kept on a secure server. All of the customer data we collect is protected against unauthorized access by physical security means.

A special note about children's privacy

You must be at least 18 years old to have our permission to use this site. Our policy is that we do not knowingly collect, use or disclose Personally Identifiable Information about visitors under 18 years of age. If you are the parent or guardian of a minor under 18 years of age and believe that they have disclosed personally identifiable information to us, please contact us at so that we may delete the minor's information.

You should carefully review privacy policies of Hobby Pro USA and any third party sites accessible from Hobby Pro USA Online Catalog.

Hobby Pro USA and other sites accessible through our website have their own privacy policies and data collection, use and disclosure practices. Please consult each site's privacy policy. Hobby Pro USA Online Catalog is not responsible for the policies or practices of third parties. Please be aware that this site may contain links to other sites on the Internet that are owned and operated by third parties. The information practices of those websites linked to Hobby Pro USA Online Catalog are not covered by this Privacy Policy. These other sites may send their own cookies to users, collect data, or solicit personal information.

Contacting Hobby Pro USA about privacy questions or concerns

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact Hobby Pro USA Online Catalog by sending a letter to:

Hobby Pro Distribution LLC
4752 Felspar St Unit 101
Riverside, CA 92509

You may also contact us by email at service@hobbyProUSA,com

Privacy Policy changes

This Privacy Policy was last changed on May, 14, 2013 Hobby Pro USA Online Catalog makes changes to any terms or conditions of the Privacy Policy, the changes will be posted in this document so that you will always know what information we gather, how we might use that information and to whom we will disclose it. We may change, modify, add or remove portions of this Policy at any time, and any changes will become effective immediately upon being posted unless we tell you otherwise.

Returns & Replacements

Returning Items

We want you to be completely happy with your purchases. So we do everything we can 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

Returned merchandise must be in unused condition and in its original packaging. 

When packing your order for return, please be sure all the original packing material and instruction papers and/or manuals are included. 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. ALL kits are specially packaged to insure safe shipping of all contents. In order to receive credit for a returned Kit, 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.

Returns sent COD will not be accepted.

Hobby Pro USA reserves the right to charge a 15% restocking fee on any merchandise returned for credit.

Refused Shipments

Refused or returned shipments in which Hobby Pro USA incurs additional shipping fees will be assessed on the return credit.

Damaged Merchandise

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. 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.

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.

Lost Boxes

If you feel a box has been lost in transit, please call with the order or invoice number and a list of the missing items. A tracer will be initiated at that time. A claim number will be issued if the carrier does not show delivery within 10 days of the scheduled delivery date. Credit will be issued for the missing merchandise when we obtain the claim number from the carrier.

Missing Parts

Should you receive merchandise that is missing a part, please contact us. We will ensure that you are sent the part from our stock as appropriate. In accordance with a manufacturer’s request, we may direct the information or your call directly to the manufacturer.

Bruised Box

All Bruised Box products carry the full manufacturer's warranty. Please note that Bruised Box items are not returnable aside from warranty issues.

Ordering

Order Terminology

During the processing of your order, you may see the following terms used to show the current status of your order:

  • Pending - When your order is in the 'Pending' status it means that we have not yet begun order fulfillment.
  • Processing - When your order is in the 'Processing' status it means that we have begun to process your order. This includes reviewing your order and approving it for fulfillment.
  • Order Picking - When your order is in the 'Order Picking' status it means that we have approved your order for fulfillment, and are preparing to pull your items from our warehouse.  Important: Orders cannot be canceled when they have reached Order Picking status!
  • Packing Order - When your order is in the 'Packing Order' status it means that we have pulled your items from our warehouse, and are in the process of boxing your order for shipment.
  • Shipping Order - When your order is in the 'Shipping Order' status it means that your order has been boxed up and we are in the process of preparing it for shipping. 
  • Shipped - When your order is in the 'Shipped' status it means we have completed your order and it is either waiting for pickup by our shipping carrier, or already on its way to you.

If you have any questions about the status of your order, please do not hesitate to contact us.

Payment, Pricing & Promotions

The privacy and security of your information is important to us. That's why our checkout system uses 128 bit encryption certified by Verisign 

Verisign

Once you enter our Secure Checkout, all of the information entered is securely encrypted and guaranteed to stay private.

We accept the following credit cards:
Visa Mastercard Discover American Express

PayPal

For your convenience we offer PayPal as one of our payment options. As required by PayPal, we can only ship orders to PayPal verified addresses. We cannot ship an order over $50 to a PO Box, even if it is to a PayPal verified address. All orders above $250 will require a signature. We cannot accept international PayPal payments at this time.

Due to the nature of how PayPal works, we cannot accept PayPal as a payment method for backordered items. If your cart contains both backordered and in-stock items, you may purchase the in-stock portion of your order with PayPal. You will need to create a second order with your backordered items and pay with a credit card or gift card.

Paypal cannot be used with other payment methods such as Gift Card or Credit Card on the same order.

All shipping, fraud prevention and backorder policies, including all other policies put in place by Horizon Hobby, Inc., still apply to all orders submitted with PayPal unless otherwise noted.

Per PayPal Policy, all refunds must be processed within 60 days of the initial transaction. We can not refund any PayPal transaction after that time.