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 ordered products available for shipping right away?

We stock all products in our warehouse from manufacturers and distributors around the world. For products that we show as available, it is usually shipped out the same day or next.

If some or all available products that you ordered are not available due to our inventory mistake, you have option to either wait for them to be available or cancel the order.

• What are pre-order products?

Pre-order products are usually brand new products, manufacturer re-print of old and discontinued products, and products in high demand with limited quantity. If you want to reserve yours, you can pre-order products. As they become available we will ship first reserve first.

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

Yes, if your order is not shipped yet, you can add to existing order and ship them together, please contact us with additional orders. However, usually orders are shipped out same day or next, so please understand if your order is shipped already.

Shipping

• Do you ship internationally?

No, currently we only ship to USA/Canada.

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

No, currently with FedEx ground service we are not able to ship to P.O. Boxes nor military addresses.

• How much is shipping?

For customers from US & Canada, shipping is flat rate, no matter how many products you order.

For international or non-continental US & Canada orders, we automatically calculate and display shipping charges during check out process. Shipping cost depends on method of shipment, destination and volume weight of shipment.

• How soon will I receive my order?

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

International or non-continental US & Canada orders are usually shipped by EMS with online tracking number. Shipping time greatly varies so please contact us if you need estimated shipping time. However, tracking numbers are available on your account page immediately after shipping.

• Can I pick up my order?

Yes, pick up service is available in Vancouver, BC, Canada area. If you're around this area you are welcome to come to our store and pick up orders. Please be sure to make orders online and let us know that it is for pick up in the order memo section. Please note that even if you pick up, shipping charges still apply.

Order Status & Tracking

• Do you provide shipment tracking number?

Yes. Don't be fooled by stores that offer shipping without tracking number, you would not know where your order is nor just when you will receive the order. If your order is lost during delivery, they might not send you replacement! All orders that get shipped from us have tracking numbers you can use online and are available immediately after shipping from your account page.

• I never received the confirmation email.

We send order confirmation and shipping confirmation emails automatically. These are generated emails and occasionaly 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 on your account page.

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

Sometimes FedEx fails delivery because of wrong address or missing buzzer code. If shipments get returned to us we will hold it and contact you for instructions. If delivery was not made because missing information or incorrect information you submitted to us, sorry, shipping charges will re-apply.

Returns & Refunds

• How do I return or refund?

If for any reason you wish to cancel order you made before we process your order, you can do so from your account page. Funds will be released back to you within 24-48 hours.

If for any reason you wish to send us un-open, non-defective products back to us for return or refund, please obtain RMA (Return Merchandise Authorisation) 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 will be made when product is received and not before.

• I received manufacturer defect.

If you have received un-open (plastic see-through cover not open) manufacturer defect product, please obtain RMA number and send defect product back to us. Once product is received, we will send you new one. There will be no additional shipping charged to you but sorry, we can not reimburse the return postage.

Billing

• What forms of payment do you accept?

We accept major credit cards (Visa, Mastercard), Western Union and Bank Wire Transfers on large orders. We do not in any case accept money orders or personal checks.

• Do you charge sales tax?

Products are shipped from US if US orders, there is no duty or tax applied.

Products are shipped from Canada if Canadian orders, there is no duty or customs charges, any GST/PST are paid by us. Your price at the check-out is final price.

• How will the credit card charge appear on my statement?

Your statement will show "HobbyWave Models" or "HobbyWave".