ORDER POLICES
Minimum Order $20.00 of merchandise.
Minimum Handling and Shipping
Fee :
Our minimum S&H fee
covers most orders shipped in a standard size carton to continental USA 48 states via ground UPS
to a street address.
SEE MORE SHIPPING
INFORMATION for information about fees for oversize
cartons, large orders, expedited
shipments ( next day , 2 day etc.), shipment to PO boxes and all orders shipped outside continental USA 48
states.
Satisfaction
Guaranteed-
Or
Your Money Back
Behind our guarantee stands over 70 years of integrity and
reliability in bringing quality merchandise to our customers . You must be completely satisfied with every item purchased from
us.
If for any reason you are not happy with your purchase, return it in the same
condition that you received it, within 30 days of your purchase for a credit or refund of
the cost of the item.
( See return instructions and polices below.
)
Plus, many of the products we sell
feature manufacturer's warranties against defects, etc. from 60-90 days
up to 5 years or even "Lifetime" see the warranty information provided
with the product and deal directly with the manufacturer regarding these
warranties.
Your complete satisfaction with our products is our primary concern. If you have any questions or concerns regarding the application, operation or appropriateness of the item you purchased I urge you to call our customer service department at 1-860-223-0600 (M-F 9:30-5:30 EST). Often speaking directly to someone on our staff who has some experience with the product you purchased can quickly resolve any
problems to your satisfaction.
RETURNS
Our return policy
allows you to inspect and return for any reason any item purchased as long as you follow the return policy
criteria as stated below. Please
return any unsatisfactory item in unused condition within 30 days.
All returns must be shipped back to us insured postpaid. Include
all parts, instructions and original packaging.
We cannot accept returns that have been used, or if the retail sales packaging has
been opened.
We will credit or refund you the cost of the item if it is returned in the condition you received it in... new, unused, original packaging intact ( i.e. shrink wrapped kits unopened, operating items unused, train sets race sets etc. never assembled or operated. ) so we can resell it as new to someone who wants it.
Do not return model or building kits that
you have opened or any item that you have used. Electronic parts are not returnable. Train repair parts are subject to
a 20% restocking fee.
REFUNDS
The original shipping costs are non-refundable and you are responsible for return shipping and insurance costs.
(If we shipped in error and this has resulted in a refund request, we will cover the cost of
return shipping via ground UPS or parcel post and refund your
original shipping charges as well as the cost of the merchandise subject
to its condition as stated above.)
Please Note: Once
an order has been processed, invoiced, and packaged requests for cancellation
and refund will be subject to to a 10% processing fee and a $10 per
carton handling fee which will be deducted from the refund amount.
Shipping Damage
or Product Defects
If the item is damaged or defective do not return it without speaking to one of our customer service representative first. Do not return a damaged item before a damage claim has been filed. Shipping damage claims must be handled by UPS or USPS first.
See instructions for defective or damaged items
HERE
If the item you wish to return is defective or damaged in any way or doesn't meet the criteria of the return policy you must call our customer service department before returning the item. Returns that do not comply with our return policy will not be eligible for credit or refund and will be held until you pay the cost of shipping the item back to you.
Return items to:
Via UPS ground:
Hobby Surplus Sales
283 Main Street
New Britain, CT 06051
Via USPS Parcel Post:
Hobby Surplus Sales
P.O. Box 2170
New Britain, CT 06050
DAMAGE
& DEFECTS
If a product is defective review the manufacturer's warranty and call us for
instructions 1-860-223-0600. Defective items may need to be returned to the manufacturer.
Missing pieces from a building or model kit must be
obtained directly from the kit manufacturer call customer service for instructions 1-860-223-0600.
If you receive a damaged item do not return it before a damage claim has been filed. Shipping damage claims must be handled by UPS or USPS.
Save all packaging for the carrier's inspection of
your claim. Do not attempt to determine the cause of the damage on
your own. You may file a claim with the carrier (UPS or USPS) or
we can but you must contact customer service and report the damage: 1-860-223-0600.
If you have any questions please call our customer service department 1-860-223-0600. If the item you wish to return is defective or damaged in any way or doesn't meet the criteria of the return policy you must call our customer service department before returning the item. Returns that do not comply with our return policy will not be eligible for credit or refund and will be held until you pay the cost of shipping the item back to you.
Pricing
Changes / Typographical Errors / Supply Prices
displayed on this website our in our catalogs or other materials may be
subject to change without notice. ( But aside from the occasional typographical
error we rarely require a price change. We do our best to keep our costs
low and we pass the savings on to you. )
We are not responsible for typographical errors on this website or in
our printed materials. ( We proof read all materials but still miss the occasional
mistake in description or pricing - Sorry, but it happens.) To confirm
pricing in our current catalogs as well as on our website call
customer service at 1-860-223-0600.
Supply of close-out items is limited to stock on hand. Occasionally
current merchandise may be temporarily
out of stock or
back-ordered to us. See backorder policies below.
SHIPPING POLICES
FEES: Our
minimum shipping and handling fee for most all shipments via
ground service to street addresses with in the continental United
States. This fee covers a single standard size carton
SEE MORE SHIPPING
INFORMATION for information about fees for oversize
cartons, large orders, expedited
shipments ( next day , 2 day etc.), shipment to PO boxes and all orders shipped outside continental USA 48
states
We reserve the right to alter or modify our shipping policies as
conditions warrant.
DELIVERY
TIME: We ship most orders for in stock merchandise within 1-2 working days. If a
product is temporarily out of stock that may delay your shipment.
We will notify you if your order will be delayed more than 30 days.
For more information on shipping CLICK
HERE .
BACK
ORDERS: We
strive to maintain a full and complete inventory of over 30,000 unique
hobby and toy products. Many of the manufactures that we order from are
small and occasionally may have difficulty re-supplying us on time.
The availability of an item is
indicated by a blue "ADD TO ORDER" button or a red "OUT
OF STOCK" button. For out of stock items we suggest that you
check back with us often as we are constantly receiving deliveries and
replenishing our stock. Once an item is back in stock the it
status will switch back to "ADD TO ORDER".
Occasionally our inventory count will be off and an item indicated as in
stock will not currently be available. Please use the special instructions section of our on line order form
and choose one of the 3 options to instructions us a how to serve you in
the event that an item you ordered is temporarily out of stock:
-
Immediately
ship all in-stock items. We will back order items expected in 15-45
days and ship them separately. (Separate S&H Fee charged
for each back order shipment.) OR
-
Hold your
order until all items have been filled. (Note: After 60 days we will
ship available items and cancel those we cannot supply). OR
-
Immediately
ship all in-stock items and cancel items not available at this time.
(We suggest that you re-order in 45-60 days.)
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