CUSTOMER SUPPORT

You may contact us anytime. We respond to emails 7 days a week. You may also instant message us online via Yahoo, AOL or MSN Messengers. Our messenger id is: eHobbies Help

We're here to answer all your questions. Please click the link below that relates to your needs:

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PAYMENT OPTIONS

You will not be charged sales tax if you ship your order outside of California. We accept Visa, Mastercard, American Express or Cashiers Checks/Money Orders (Processing Time: 7 Business Days) and PayPal.  We do not accept credit card gift cards and only US issued credit cards are accepted. 

PRODUCT AVAILABILITY

Please note that listed availability might not be applicable for multiple copies of an item, and that sudden demand for an item can have an effect on its availability. We will inform you by phone or e-mail if any items in your order prove to be unavailable.

Shipping times are calculated from the time your merchandise leaves the eHobbies warehouse. Packages are usually shipped from our warehouse within 24 hours of your order. This would be delayed if an order were placed over the weekend or on a holiday. Please make your arrangements accordingly.

Special Note on Scratch & Dent Items: eHobbies Scratch & Dent program is now available to offer you exciting deals and specials that you will not usually see at these great prices! This program might include items that are unique, one of a kind, blowout items, sale or discontinued items or merchandise slightly altered from original packaging. Items may be in brand new condition but have cosmetic damage to the packaging at most. eHobbies is offering these items to our customers at greatly reduced prices! All sales are final and items are not returnable.

eHobbies Gift Certificates:  Purchase eHobbies Gift Certificates Gift Certificates will be e-mailed to the gift recipient within 24 hours (not including weekends or holidays). Please provide recipients e-mail address and any special message you'd like us to include. 

SHIPPING INFORMATION

eHobbies offers 4 shipping options: Ground (3-7 Business Days), 3 Day (3 Business Days), 2nd Day Air (2 Business Days) and Next Day Air (by the end of 1 Business Day).  Shipping rates are calculated based on the weight and destination of your order. You can see your shipping charge during the order process BEFORE you place your order. You can also utilize the "back" button to change the shipping method (i.e. Overnight service instead of Ground service) and recalculate the cost.

Special note on quoted shipping time: The shipping method you choose takes effect AFTER the "Availability" period listed next to each item. For example, if the item's availability shows "Usually leaves our Warehouse in 1-2 business days" and you choose "Next Day Air", your order will ship via Next Day Air after the availability period, in this example, 1-2 business days.

Special note for any order that contains rocket engines, rocket starter sets, R/C fuel and certain paints and paint sets: No hazardous materials can be shipped outside the continental United States. If shipping within the continental United States, rocket engines and rocket starter sets will be shipped via USPS Parcel Post, which is usually 10-14 business days. R/C fuel and certain paints and paint sets will be shipped via UPS or FedEx Ground, which is usually 5-7 business days. Therefore, eHobbies offers 2 options for shipping when rocket engines and certain paints are part of an order: The entire order can be shipped via U.S. Postal Service-Parcel Post or, the engines can be removed from the order and shipped via U.S. Postal Service-Parcel Post while the rest of the order is shipped via your choice of expedited delivery service. You will be charged for both shipping charges (ground and expedited). If you would like to make special arrangements, you must contact us prior to placing the order. Special note for customers that choose expedited service when shipping hazardous materials: Your entire order will be automatically changed to Ground service and will be shipped via UPS or FedEx Ground (5-7 business days) or USPS Parcel Post service (10-14 Business Days).

Where eHobbies Ships: eHobbies ships to all 50 U.S. states and to over 200 countries internationally.

International Shipping (Outside the USA): eHobbies has partnered with a trusted third-party company, iShopUSA to fulfill orders for our international customers. Simply put any items you wish to purchase in your shopping cart and choose the "international checkout" option. The items will automatically be transferred into an iShopUSA cart. You may pay with international credit cards, PayPal and bank wire transfers. iShopUSA will process your payment and guarantee delivery. Once your order is completed, all inquiries should be directed to iShopUSA Customer Service Department. 

Special note for orders shipping to APO/FPO: In some cases, eHobbies may need additional information regarding the cardholder's account. An email will be sent to the cardholder requesting a copy of the credit card or bank statement and a form of identification. The information will need to be faxed to (815) 301-9506. Once the information is received and verified the order will begin to be processed.  If Next Day Air or 2nd Day Air service is chosen, your order will be shipped via USPS Priority Mail Service (average 2-3 days). 

For APO/FPO addresses, hazardous materials cannot be shipped in any case. Hazardous materials include; rocket engines, rocket starter sets, R/C fuel and paints and paint sets. 

ORDER INFORMATION

eHobbies wants to keep you as informed as possible and will send you emails regarding the status of your order. You will receive emails in the following order and/if your order consists of these issues: You will automatically be sent an order confirmation email shortly after you submit your order. If you have not received this email please contact us via the form above to verify that the order has been placed or the correct email address was entered. If there is a problem with billing address or shipping address or you will be emailed within 1-2 business days after the order is placed. If any items in your order are out of stock and/or discontinued from the manufacturer, you will be emailed within 1-2 business days showing which items are of concern. Once your order has shipped, you will be emailed a tracking number (FedEx or UPS) or a Delivery Confirmation Number (USPS).

RETURN POLICY

eHobbies wants you to be completely satisfied with your purchase. Our return policy is simple; we will accept any items ordered from eHobbies within 30 days of receipt if the following conditions are met:

 Item(s) cannot be used and must remain in original packaging. Any form of assembly, painting or alteration of any material is considered to be used and non-returnable. If the item meets these requirements, a full refund, minus shipping cost will be refunded to the billing party. If your item has been opened and you simply do not like the item(s), ordered the wrong item(s), or it just wasn't what you expected, a refund can be issued, minus shipping cost and a 20% restocking fee. The item must be in brand new and resalable condition. Hazardous materials will NOT be accepted back as a return due to Department of Transportation regulations.

If your item has been damaged in shipping, please refuse the package if possible. If you have already accepted the item and realized the item has been damaged after you have opened the package, please contact eHobbies immediately and either a call tag will be issued or the item replaced. Either way, eHobbies will replace the items immediately at no cost to you. If your item(s) contains defective or missing parts, please contact us immediately. In most cases, the manufacturer has requested that the customer contact them directly, especially if the defect is found after the item(s) has been used. If you choose to not contact the manufacturer and wish to return the item(s) to eHobbies, a refund can be issued, minus shipping cost and a 20% restocking fee. To initiate a return, contact us via the form above with an explanation for the return. eHobbies will issue you an RMA (Return Merchandise Authorization) number that will need to be written on the shipping box. eHobbies will NOT accept any returns without an RMA number marked on the outside of the shipping box. The customer is entirely responsible for return shipping costs as well as items lost in transit, so we recommend you use a shipper such as FedEx or UPS where the package can be tracked and insured.

 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. Final approval of any refund amount is based on final inspection from eHobbies Operations Department.

Special note on International Orders (Canada & Puerto Rico): All sales are final and items are not returnable.

Coupon Restrictions

Occasionally eHobbies may offer coupons and discounts, which will allow customers to purchase items at additional savings. Coupons and discounts may not be taken on the following brands: JR, Saito, Team Losi, Hangar 9, Zenoah, ABC Boats, Dynamite, GM Racing, HobbyZone, KS & J, MDS, Moki, NHP, Pro Boat, Revolution, SFM or Thunder Tiger ek4. Any coupon redeemed against any of these brands or items will be voided and the amount of the discount will be added back to your order.

Credit Cards & Fraud Protection

 In the event that your credit card is declined, eHobbies will attempt to reprocess your order for two consecutive days before canceling. (Note: declines are often the result of a mis-keyed credit card number or expiration date.)

If your credit card billing and/or shipping information triggers an alarm flag by our automated fraud detection system, and we are unable to verify the information with the issuing bank, your shipment could be delayed or cancelled.

We have taken steps to deter credit card thieves from using stolen credit card information on our site. We request that all customers shipping to addresses other than their billing address notify their credit card company of the alternate shipping address. This process is becoming standard and credit card companies are happy to assist you. Simply call the number on the back of your credit card and let them know you are placing orders via the Internet and would like to give them an alternate shipping address. Doing this will speed up the order process.

If our fraud department checks an order and the shipping address is not listed on the credit card account, the order will be delayed. An e-mail will then be sent to notify you of the delay and request you register the alternate shipping address with your credit card company. You then have 48 hours to register the alternate shipping address and notify us before we cancel the order. Again, if there is no response from you within 48 hours, we will cancel your order.  Your credit card will not be charged until your order is ready to ship.

Prices & Typographical Errors 

In the event a product is listed at an incorrect price, with incorrect information due to typographical error or error in pricing, coupon or gift certificate errors or misuse and abuse or incorrect product information received from our suppliers, we shall have the right to refuse or cancel any orders placed under these conditions. We shall have the right to refuse or cancel any such orders and correct any disparities whether or not the order has been confirmed and your credit card has been charged. If your credit card has already been charged for the purchase and your order is canceled, we shall immediately issue a credit to your credit card account in the amount of the charge. We reserve the right to refuse any order. Prices and policies are subject to change without prior notice. All images and text on this site are copywritten and are the property of eHobbies.