Shipping, Billing and Returns

Shipping Policy

Shipping charges are displayed at the time of checkout. Rates are subject to change at the discretion of the shipping carrier and/or Horizon Hobby. Horizon Hobby selects and may change default shipping carriers at any time with or without notice.

Please note we begin processing your order immediately after receiving it, and so we are usually unable to make changes or cancel the order once it is placed. Once your order invoices prints it has entered our shipping process and cannot be changed or canceled.

Free FedEx Ground Shipping on orders over $99

Qualifying Orders:

• Free FedEx Ground shipping for all orders over $99
• The Contiguous United States orders only
• No guaranteed delivery date
• Applicable on orders $99 or higher prior to taxes and fees
• Available on in-stock orders only

$3.99 FedEx Ground Shipping on orders under $99

Qualifying Orders:

• The Contiguous United States orders only
• No guaranteed delivery date
• Orders may not exceed $99 prior to taxes and shipping charges
• Available on in-stock orders only

Free Shipping on APO/FPO Orders

Free shipping to support our active servicemen and servicewomen

• APO/FPO addresses
• Shipped via the standard shipping option
• The United States Postal Service no longer allows for the shipment of LiPo batteries to overseas military addresses. Please see Ground Only Shipments for details.
• Other restrictions may apply based on APO/FPO shipping rules.

Free Military Shipping with ID.me

Free shipping to support all of our servicemen and servicewomen

• With a status verification with ID.me, military members are eligible for Free Standard Shipping on all orders on HorizonHobby.com.
• Learn More about ID.me here.

Oversize Packages

Items that are considered "oversize" are noted on horizonhobby.com. Oversize packages will not ship 2 Day, Overnight, or Saturday Delivery. For shipments to Puerto Rico, please call for a shipping quote. Oversize packages are not eligible for gift wrap. Some oversize packages are restricted to APO/FPO shipping.

Shipping Rates

The United States and US Territories:

*Expedited services ONLY run Monday through Friday. Any orders placed on Friday will not be received until the next week.

Canadian orders placed over the phone:

* Express orders will arrive at the US/Canada border within 2 business days. Customs may delay final delivery—Horizon Hobby is not responsible for late shipments.

** Priority orders will arrive at the US/Canada border within 1 business day. Customs may delay final delivery—Horizon Hobby is not responsible for late shipments.

Payment & Billing Options

Currently, we accept all forms of major credit cards as payment on orders shipping to anywhere in the world. When using your credit card, please provide your credit card billing address if different from the shipping address and daytime phone numbers. If the billing address or security code does not match that which is on file at the financial institution or if authorization is not given for any reason, we reserve the right to cancel the order without notification. We cannot work out credit card problems with the financial institution; you must settle problems with them and reorder once the problem is resolved. Repeated attempts to authorize your credit card on the same order may result in an additional charge. We do not assume any responsibility for bank fees incurred by using a Debit Card for your purchase and/or return credit.

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 $99 to a PO Box, even if it is to a PayPal verified address. All orders above $99 will require a signature. PayPal is an accepted payment for many currencies through our partner BorderFree. If PayPal is accepted for your currency, you will see that option during checkout.

Due to the nature of how PayPal works, we cannot accept PayPal as a payment method for back ordered items. If your cart contains both back-ordered 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 back-ordered 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, LLC, 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

Depending on your location and the availability of products, orders are shipped from our Illinois or California warehouses. All international orders will be shipped out of our Illinois warehouse. Order processing may be delayed by any incorrect or incomplete information provided by you or your payment provider. You will be notified by email if we need additional information to process your order. Delays due to payment processing are not the responsibility of Horizon Hobby, LLC.

Expedited Shipping

Two day and Overnight shipping methods via our carrier ship Monday – Friday ONLY. Please note shipping carriers do not deliver expedited orders on the weekend.

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 acknowledgment includes a tracking number for all UPS and Federal Express shipments. Accurate tracking is not available until one business day before the expected arrival. If you have an account on HorizonHobby.com, you may track your order from your Order History page after you log in to the Account section of our site.

Horizon Hobby 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.
https://tools.usps.com/go/TrackConfirmAction!input.action
http://www.fedex.com/us/tracking/

Ground Only Shipments

Lithium / Li-Po Batteries

Both rechargeable and non-rechargeable power sources, common in computers, cell phones, cameras, and other small electronic devices. If dropped, crushed, or short-circuited, these batteries can release dangerous amounts of heat and may ignite, and are dangerous in fires. Special regulations, with special labeling or marking requirements, apply to shipping these batteries by Ground and Air both domestically and internationally.

Due to these regulations, certain Lithium batteries may be restricted for sale to Alaska, Hawaii, Puerto Rico, Guam, Canada, and other International locations.

Due to the Watt-hour rating of the cell or battery, certain lithium batteries may be considered a hazardous or dangerous good item. Shipments requiring dangerous goods shipping documents are shipped via FedEx. FedEx Ground hazardous materials shipments may not be shipped to, from, or within Hawaii or Alaska.

FedEx Express will only ship dangerous goods to the following cities in Alaska:

Anchorage, Anchor Point, Big Lake, Birchwood, Chugiak, Clam Gulch, Cooper Landing, Eagle River, Eielson, Elmendorf, Ester, Fairbanks, Ft. Richardson, Ft. Wainwright, Girdwood, Homer, Houston, Indian, Kasilof, Kenai, Kodiak, Moose Pass, Ninilchik, North Pole, Palmer, Peters Creek, Seward, Soldotna, Sterling, Talkeetna, Trapper Creek, Wasilla, and Willow.

Dangerous Goods are not accepted by FedEx Express at the following Hawaiian zip codes:

96737, 96742, 96742, 96747, 96752, 96769, 96772, 96774, 96776, and 96796.

For a complete listing of Domestic zip codes where dangerous goods are not accepted by FedEx Express, please visit the following link http://images.fedex.com/us/services/pdf/DG_ZIPs_Not_Served.pdf.

Hazardous Materials

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

ORM-D - Other Restricted Material

ORMD items can only be shipped via ground delivery. Products of this nature include quarts of fuel, glues, paints, thinners, and aerosol sprays. We cannot ship ORMD items to Alaska, Hawaii, Puerto Rico, Catalina Island, APO / FPO, or international addresses at this time.

Proposition 65

Products delivered to California residents may have a Prop 65 label. For more information on Proposition 65, please visit the websites below.
OEHHA Prop65 Information
Current Prop65 list

Taxes

Items sold by Horizon Hobby, LLC are subject to tax in accordance with the laws of the shipping destination.

How Sales Tax is Calculated

Sales tax on items sold by Horizon Hobby, LLC are assessed in accordance with state tax laws. In some areas, local laws require tax to be assessed on both the items sold as well as the shipping charges. Please refer to your local tax laws for more information.

Returns Policy & Process

Consumer Refund & Return Policy

We go to great lengths to deliver products that thrill and delight, so within 30 days, New and Unused products purchased directly from www.horizonhobby.com can be returned for Refund or Credit, under the guidelines and exclusions below.

If purchasing from a site other than www.horizonhobby.com, please refer to that site for applicable policies and contact information. Products purchased from a local hobby shop, online retailer, or third party must be returned to the original place of purchase.

Returned merchandise must be in new and unused condition and in its original packaging, complete with all parts, accessories, and materials.

Except for incorrectly shipped items, the customer is responsible for and must pay shipping charges for original and return shipments. When applicable, the customer is responsible for all brokerage fees, duties, and taxes associated with the service and shipment of the product.

Horizon Hobby is not responsible for damage or theft occurring once the package has been delivered.

For safety and regulatory compliance, our 30-day return policy excludes the following:

Battery Return Policy

Horizon Hobby and our family of brands do not accept returns on Lithium-based batteries sold separate from a kit (i.e.: standalone) or Nickel or Alkaline batteries which have been opened, used and / or charged, due to an abundance of caution and care for our customers, team members and the employees of our shipping partners, as well as regulatory compliance.

Shipping conditions and parameters for batteries are particularly sensitive. We have special processes and steps we take at our warehouses to ensure safe transport, including packaging and notifications to our shipping partners. Once the package has been accepted, we can no longer guarantee the packaging for standalone batteries, which is why we do not accept returns of open kits / products.

When sending in a product for repair, please remove all used / opened batteries before shipping. We have batteries in our Service Center which we use.

To learn more about restrictions on shipments, learn from our shipping partners:

Consumer Shipping Damage and/or Loss Policy

Consumer Loss Policy

Due to COVID, signature upon delivery has been waived by most shipping companies. As such, please ensure the delivery location is secure.

Our shipping partners have enabled delivery notifications for registered address on shipments from us and other companies. Due to COVID impacts nationwide, we have seen great fluctuations in delivery times, and porch theft is on the rise. Signing up allows customers to be notified of packages on their way, ask for holds, and submit claims.

• FedEx Delivery Manager
• USPS Informed Delivery
• DHL for EU

If a package is lost prior to delivery, we will submit a claim with the shipper. If approved, we will refund the customer or send out a replacement. Typically, this process takes 3 to 5 business days, but shipper response times have been lengthened due to COVID.

We are not responsible for damage or theft occurring once the package has been delivered.

Consumer Shipping Damage Policy

If customers are available when the delivery arrives and excessive damage to the packaging is visible, please REFUSE DELIVERY, and start the steps of the Claim Process.

If customers were not available at the time of delivery, and find damage upon inspection, please follow the detailed steps in Claim Documentation. Customers should save all paperwork and packing material with the damaged goods. The carrier has the right to inspect it before processing the claim. All claims should be made within 72 hours of delivery.

Please do not return damaged-in-shipment merchandise without approval. Doing so will jeopardize the customer’s claim and may keep them from receiving credit for the return.

We are not responsible for damage or theft occurring once the package has been delivered.

Consumer Shipping Loss and/or Damage Claim Process

Our claim process has five (5) steps: claim documentation, claim submission, approval, return shipment, and refund processing.

1. Claim documentation – all photos should show damage clearly without blurring, covered parts, or poor lighting.
   1. Take 360° photos of the damage to the exterior packaging before opening, and at each step of unpacking.
   2. Take thorough photos of how items and products are positioned in the box before removing packaging materials.
   3. Take 360° photos as each item is removed.
2. Claim submission: To submit a claim for shipment damage, please email customerservice@horizonhobby.com with:
   1. The subject: Shipping Damage
   2. Please include the customer’s name, order number, delivery date, and short summary of damage.
   3. Attach images up to 25MB in total. Please resize images to fit through email servers.
3. Claim Approval:
   1. Once a claim is submitted, we contact our shipping partner with the photos and information.
   2. Due to COVID, shipping partners are much slower on their response times. As such, the shipping vendor dispute process takes longer than normal.
4. Return Shipment: When packaging the order for return, please be sure all the original packing material and instruction papers, and/or manuals are included.
   • If approved, the customer will be sent return shipping labels.
   • Please follow the instructions included with the shipping labels.
     • If instructed, please remove the battery from the return.
5. Refund Processing: Refunds will be issued once we receive the item(s), evaluate the return condition, and issue the refund which averages 3 to 5 business days within the Continental U.S. Seasonal conditions may result in greater than 5 business days to process returns. The credit card issuer may take additional days to apply the funds on their end.
   • Horizon Hobby reserves the right to charge a 15% restocking fee on any merchandise returned for credit.
   • Shipping charges are not refunded if customers choose to return an item(s).
   • Horizon Hobby reserves the right to suspend or terminate business interactions if customers violate return policies and/or attempt fraudulent returns.

U.S. Consumer Defective / DOA Policy & Process

In accordance with the manufacturer’s requests, we may redirect requests or advise customers to call the manufacturer directly. If purchasing from a site other than www.horizonhobby.com, please refer to that site for applicable defective return policies and contact information.

Missing Parts Policy

If the customer receives merchandise that is missing a part, he/she should contact us. We will ensure the missing part(s) are sent from our stock as appropriate. We may ask for photos to ensure we understand which parts are missing.

Defective or DOA Merchandise Policy

If a customer receives merchandise they believe is defective or dead on arrival (DOA), please contact our Product Support Team. Many issues are easily resolved with settings or configurations. Many common set-up issues can be resolved by referring to the product pages on our website, searching our blog, or referring to the details of a product’s manual.

We are not responsible for damage or theft occurring once the package has been delivered.

Under no circumstance should batteries ever be returned if found defective or DOA.

Defective or DOA Process

To expedite our ability to resolve customers’ issues, please see the following:

1. Take photos to show the defect or DOA if possible.
   1. Take 360° photos clearly and with good lighting.
2. Email or go online to send us information about the problem:
   1. Please go to https://www.horizonhobby.com/contact or
   2. Email us at productsupport@horizonhobby.com
      1. The subject should be: Defective
      2. In the body of the email please include the customer name, order number, delivery date, and summary of the issue. If the customer did not purchase the item directly from www.horizonhobby.com, please attach an itemized copy of the sales receipt for proof of purchase.
   3. For battery issues, please email productsupport@horizonhobby.com and include the following:
      1. The subject should be: Defective battery
      2. 360° view of the battery and leads including a clear photo of the back of the battery with the warranty & batch codes
      3. Photo of the battery meter while connected to the battery showing cell meter and voltage reading.
   4. Attach images up to 25MB in total. Please resize images to fit through email servers.
3. Troubleshooting and Diagnosis:
   1. Once we are contacted, one of our product support agents will review your information and photos and will work with you on troubleshooting and diagnosis.
   2. Horizon Hobby is not responsible for failures, usage issues, wear and tear, damage, accidents, or injury stemming from abnormal use, modifications, driver/flyer/operator skill level, weather, and/or terrain.
      1. Issues stemming from driver/flyer/operator skill such as response time, hitting the wrong button, alteration of settings, improper handling, and improper binding and set-up are specifically excluded from our coverage and warranty claims will be rejected.
      2. Horizon Hobby does offer parts and repairs for sale and as purchasable services.
4. Resolution: resolution is decided solely by Product Support in accordance with the warranty and terms for each respective product based on troubleshooting and diagnosis of the issue(s). Due to the breadth of merchandise offered by Horizon Hobby, there is not a standard warranty and each case is handled uniquely.
   1. If a replacement is necessary, customers are usually required to return the defective item (except batteries) prior to Horizon Hobby shipping out a replacement item.
      1. Please follow the Returns Process, Return Shipping Instructions, and Compliance Policy
      2. For defective or DOA returns, always remove the battery from the return. Batteries should never be shipped back to Horizon Hobby. See our Battery Return Policy.
   2. If a partial credit or goodwill is issued, customers will receive points equivalent to the dollar value to use at their discretion for future purchases.

Software Return & Support Policy

In alignment with software industry practices and policies, software that has been opened and/or installed is not returnable. For digitally delivered products, once the software has been downloaded and/or the serial number has been sent, no returns are allowed.

Support Policy

In alignment with software industry practices and policies, we support the two most recent versions of our software on currently supported Microsoft Windows operating systems which can run DirectX.

Self-help & forums

Once we retire software, we continue to support it for 24 months. During development and service life, Horizon Hobby builds a robust self-help portal for each version of our software so owners of retired versions can refer to the documentation once the software is retired.