Shipping, Returns and Other Policies

Please note this information pertaining to Post Office Shipments:
 
 
Orders which do not meet the restrictions for Post Office will be shipped by standard ground and charged accordingly without notification. Post Office shipping does not guarantee time in transit or provide tracking. Lost shipments are not available for investigation for at least 30 days. Orders shipped via Post Office are at the consumer's risk.
 
Oversize Fees 
Items which are considered "oversize" are noted on the website. Oversize fees range from $8.50 to $17.00. Exact charge will be noted prior to checkout. Oversize packages cannot ship Overnight. Oversize packages cannot be combined with other packages, therefore an additional shipping charge will be incurred for additional items on your order.
 
Sales Tax: Missouri residents will be charged sales tax. Due to our Retail store in this state. Other states may require sales tax to be paid and these taxes will be applied as required.
 
Shipping Times: Every in-stock order we receive by 11:00 am (CST) Monday - Friday ships out within 24 hours. Order processing may be delayed by any incorrect or incomplete information provided by you or your payment provider. If you are having your merchandise sent to an address that is different from your billing address we request that the address be on file with the credit card company. Mark Twain Hobby Center has the right to turn down an order that is shipped to an address other than the billing address on your order. Please ensure that your shipping address is on file with the credit card issuing bank so we can process your order. Delays due to payment processing are not the responsibility of Mark Twain Hobby Center.
 
 
Since we begin processing your order immediately after receiving it, we may not be able to make changes or cancel the order once it is finalized. Orders which have not been sent to our warehouse may be canceled online. If you would like to change details on your order, you need to act quickly. The safest way to change your address is by calling us 636-946-2816. Sending us an email does not constitute an agreement nor does it mean we can act upon your request. We strongly urge you to phone us if you find that order details are incorrect or need to be changed. Due to the time lag in email responses, we do not accept liability for requests which are not received or read after the order has been invoiced.
Simply contacting us does not constitute an agreement nor does it mean we can act upon your request. Once your order has invoiced (released to our warehouse), we can NOT make any changes or stop the order.
 
 
Shipment Arrivals: Time in transit is not guaranteed by the U.S. Post Office. Air shipment time in transit is guaranteed by the shipper. However, most carriers are closed for national holidays and not held responsible for delays dues to weather conditions or natural disasters. Your shipping acknowledgement includes a tracking number for all  Federal Express shipments. This will be emailed to you when it becomes active in the carriers database (typically the following morning after the ship date). Accurate tracking is not available until 1 business day before the expected arrival date. You may visit the following websites to track your packages.
 
 
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.
 
 
 
ORMD - Other Restricted Material: This is material that may not be hazardous but is still restricted to ground shipping. You may choose to have these products shipped ground delivery via ground delivery or U.S. Mail Parcel Select. Products of this nature are sealed batteries, quarts of fuel, paints, aerosols, etc.
 
Proposition 65: Products delivered to California residents may have a Prop 65 label. For more information on Proposition 65, please visit the websites below.
 
Web Links
 
 
 
 
 
 
 
 
 
Signatures - Orders placed that value over $500.00 will have to be signed for upon delivery.  Signatures are required to help combat credit card fraud and stolen packages. Orders that are paid for through PayPal valued over $250.00 will have to be signed for.  You can set up with most shipping companies a signature on file so that the package can be left at a residence.  You will need to contact FedEx, UPS, and the US Postal Service independantly to set up signatures on file. 
 
Returns:
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. The mounting of engines and accessories, running fuel through engines, cutting or pushing out the balsa sheets in kits, and other similar actions constitutes used merchandise. Radios must be returned with unmounted servos and switch harness.
 
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. ARF kits are specially packaged to insure safe shipping of all contents. In order to receive credit for a returned ARF, 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. Returns must have a return authorization number to be processed. Freight charges will not be refunded. The customer is responsible for insured shipping back to Mark Twain Hobby Center.
 
Returns sent COD will not be accepted.
 
 
 
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. 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.
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Great service. Best selection. Competitive prices.

CUSTOMER SERVICE (636) 946-2816 or sales@hobby1.com

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