Tower Hobbies Policies and Procedures
Checking the Status of Your Orders
If you have placed an order with Tower Hobbies recently and need some information about it the fastest way to find out is to log-on to your account or check the status of your order on our log-on page.
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.Note: Our office will close on most major U.S. holidays including New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day.
Payment & Billing Options
Tower Hobbies accepts Discover®, MasterCard®, Visa®, and American Express® 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.
Third Party Payment Methods
When using a third party payment method such as PayPal Credit or PayPal®, you may be referred directly to them to resolve issues with your payment account. We reserve the right to only ship product to confirmed addresses. We do accept payments in the form of wire transfer; however, you must contact us first. There is important information we need to verify including stock availability and shipping restrictions as well other verification factors before any money is transferred. There is also a $25 service fee by Tower Hobbies in addition to any fees your bank may charge you. Please contact us at firstname.lastname@example.org with a complete list of items you wish to order, ship method, shipping name and address. PayPal is not available on backorder or preorder items and is currently only available in the United States of America.
Easy Pay is a unique payment plan that Tower Hobbies can allow on products and to customers at our discretion. This payment system is based on trust that the customer will provide us with a payment method that can accept reoccurring scheduled monthly payments as described at the end of the order, but before the order is actually placed. Easy Pay is not available on backorder or preorder items and is currently only available in the United States of America.
We prefer that our customers stick strictly to the scheduled payment date but understand that things can and do come up in your personal finances that may require you to change the payment schedule. You may log into your Tower Hobbies account or call our Customer Service to make a payment early or delay the scheduled payment one time for up to 15 days. There is a $15 late fee for moving a payment beyond the originally scheduled date. The fee will be added to the upcoming payment automatically.
Shipping and Handling Charges
Notice: FedEx is currently experiencing volumes that exceed capacity. Shipments may show delays between our shipment confirmation and the FedEx acceptance scan as they work through the volume. We appreciate your patience in waiting for the FedEx website tracking update.
Notice: FedEx is currently experiencing volumes that exceed capacity. Shipments may show delays between our shipment confirmation and the FedEx acceptance scan as they work through the volume. We appreciate your patience in waiting for the FedEx website tracking update.Our shippers have been heavily impacted by the lock-downs due to COVID, and increased shipping volumes. Their delays are expected to result in longer than normal shipping times as well as delays in order tracking.
For more information on impacts specific to your shipping carrier, please see the following links:
In addition to longer delivery times, the shipping vendors have waived guaranteed overnight, 1 day and 2 day delivery as well as signature requirements.
What this means to you is that you need to ensure a safe location for your delivery, and that you should not expect overnight shipping. Be sure to order in advance.
For more information, visit our COVID-19 response page.
- Basic Charge: We charge a flat shipping rate for all orders shipping in the US.
- Free standard ground shipping on orders over $75.00 when shipping in the contiguous 48 states when placed by members of The Tower Hobbies Premier Super Saver Club.
- Free standard ground shipping on orders over $99.00 for Non Premier Super Saver Club members.
- Unless specified differently, we will ship your order via ground which reaches most areas of the U.S. within three to ten days.
- Due to COVID related delays with our shipping companies, even delivery time for expedited orders is taking longer. Expedited shipping is still faster than ground, but we and our shippers cannot guarantee one or two day delivery.
- One-Day Air Delivery within the contiguous 48 states: We'll get your order to you in one business day.
- Two-Day Air Delivery within the contiguous 48 states: We'll get your order to you in two business day.
- See our shipping chart below for applicable flat rates for Fed Ex One and Two day air service.
Some size and item restrictions also apply to air shipments. Hazardous and flammable items cannot be shipped via air. We must receive your Two-Day or One-Day order before 1:00 PM Monday - Friday, Central Time.
Every in stock order we receive by 1:00 P.M. (CST) Monday - Friday ships out the very same day. 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.
Tower Hobbies uses a variety of shipment carriers. For orders shipping free, we reserve the right to choose the carrier. Unfortunately, we cannot accommodate requests for preferred shippers. Once the order has shipped, we must allow the carrier a reasonable time frame to deliver. Tower Hobbies and/or carrier reserve the right to request a signature for proof of delivery. We cannot demand a shipment carrier to leave a package.
Change of Shipping Address
Tower Hobbies' goal is to protect our customers and keep fraud to a minimum. For some orders, to prevent fraud and theft, all changes to the "Ship to" address must be processed by our team. If you need to change the delivery address for a current shipment en route, please contact our Customer Service staff.
Once the package is successfully delivered, we are not responsible for theft or damage to the merchandise.
When using a forwarding company, we are not responsible for lost or damaged merchandise after the forwarding company has accepted delivery. The forwarding company must report shipping damage for a claim to be filed.
Special Shipping Policies
We are not responsible for delays in express delivery orders due to pandemics, weather conditions, mechanical malfunctions and/or attempted deliveries.
Export documentation will not be provided on packages shipped to a US destination.
Know who you are receiving a package for or forwarding a package to! If you accept a package that was purchased with a fraudulent credit card, you will be in possession of stolen merchandise. You may be responsible for any legal or collection action related to the shipment.
Shipping charges are non-refundable.
Sample of United States and US Territories, some exceptions may apply:
|Method||USA Under $99||USA Over $99||AK/HI||PR/VI|
*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.
We currently don't offer international shipping.
Our Personal Check Policy
At this time our staff is working from home and any mailed in orders are experiencing extreme delays. While we attempt to bank-approve personal checks for immediate shipment, this may not always be possible and we may hold your order for 10+ business days. To ensure that your order is shipped as quickly as possible, please send a Postal money order, or use your credit card. Customers whose checks are returned to us because of non-sufficient funds will be charged $25.00 for handling in addition to the amount of the check. If it becomes necessary for us to use an attorney or collection agency, you will be responsible for all collection fees.
Parental Verification of Orders
Non-established customers under the age of 18 must have a parent or legal guardian present to verify any order placed by phone before an order will be processed. Also, our phone representatives may limit the length of inquiry calls.
We backorder out-of-stock merchandise whenever possible unless you specify that you do not want an item backordered. Certain sale merchandise, products with uncertain availability, items priced under $10.00 and discontinued items may not be backordered. Some payment methods may not be accepted for back ordered merchandise.
We only charge our flat shipping charge once per order shipping in the US. Back orders on International shipments will incur a shipping charge on each shipment and we may not be able to publish what this charge will be at the time you back order. Please be prepared for additional shipping charges if you back order merchandise. Tower Hobbies is unable to add products to a backorder. We will only ship back orders via an "express" ship method at the customer's request. We do not assume back orders are to ship with express shipping when requesting express for in-stock merchandise.
Backorders shipped at our expense will be shipped via the most economical shipper.
Return authorization is required on all returns. To initiate a return authorization, please Contact Us.
We will accept merchandise with an authorized RA# that was purchased from Tower Hobbies within 30 days of receipt.
- The merchandise must be in new and unused condition and in its original packaging.
- Mounting and running fuel through a model engine, installing radio parts in a model, cutting up balsa sheets in kits, installing software or discarding the packing material and products with physical damage are a few examples of what constitutes used merchandise.
- We are unable to reimburse for return shipping costs.
- We do not accept returns via COD or any other collection method. COD packages will be refused.
- Packages returned to Tower Hobbies without authorization will may result in a return to sender.<
- Due to shipping regulations, fuel cases, Lithium Ion (LiIon), Lithium Polymer (LiPo) and Lead Acid (Pb) batteries may not be returned to us.
- There is no restocking fee for qualified returns.
In the event you must return an item(s) purchased on an Easy Pay invoice, please note we have some specific limitations.
- All Easy Pay order returns must be reviewed by our Credit Department which will add an additional 2 to 4 business days to the return process.
- Return credits are posted at the end of each business day. However, all Easy Pay order returns must be reviewed, so the initial credit will be held until the review is completed.
- All returns will result in a refund when the refund is warranted. There will be no exchange orders processed with the return. Please place a new order for what you want to order via our website or phone lines.
- Any refund credits from returns will be applied to outstanding balances on your account, whether for this order or any past due amounts.
Manufacturer defects found after the product has been used revert to the manufacturer's warranty and they will handle any problems for you directly. Please do not return used merchandise without authorization.
Technical Support on a Product
If you have a technical question about a product please refer to the manufacturer of your product. Our list of manufacturers and their contact information can be found Here.
For technical trouble-shooting or warranty service please refer to your owner's manual or the product page on our web site for the appropriate manufacturer to contact. Please note that we may not be able to answer questions about use of our products beyond what they were specifically designed for.
If you wish to obtain a warranty for a product sold by Tower Hobbies, you may contact the manufacturer directly or use our Contact Us form. If you e- mail us for a warranty evaluation, please specify the product's Tower Hobbies stock number (located near the price), as well as the information from your order.
Limits of Responsibility
We accept no responsibility for crash damage and/or loss of kits, engines, accessories, etc. incurred during operation of a radio-controlled model. In most cases it is very difficult or impossible to determine whether crash damage was actually due to radio equipment failure or to operator error. Tower Hobbies cannot be held responsible for any purchased components that are incorporated into radio systems or problems caused by incompatibility between radio components, parts, and repairs not completed by our service center, etc.
It is impossible to guarantee product compatibility for product recommendations. We provide information and suggestions to the best of our abilities based on the information available to us at the time. We are unable to guarantee successful outcomes.
We are not responsible for incidental damages caused by defective products.
All of the products we sell are intended for retail consumption by our customers and are not intended for resale. We reserve the right not to sell commercial quantities or to resellers. The Tower Hobbies Satisfaction Guarantee is not transferable. Any consequences arising out of the resale of merchandise purchased from Tower Hobbies is the responsibility of the seller, not Tower Hobbies. Tower Hobbies may revoke the ordering privileges of customers who purchase commercial quantities of our products.
Tower Hobbies reserves the right to cancel or refuse orders at its discretion. We reserve the right to limit quantities and discounts. Also, please note that most items we offer are intended for use in the USA. International radio frequency and electric current requirements are the responsibility of the buyer. Tower Hobbies cannot provide CE certification documentation.
Model airplane performance claims typically apply to density altitudes under 3,000 feet above sea level. If you will be flying your airplane above this, additional considerations such as motor power, choice of propeller and aircraft weight should be taken into consideration.
Once your package has been delivered by the carrier, it belongs to you, meaning you are responsible for it. In the case of theft, your homeowner's insurance policy may cover you, but it would be subject to your deductible. Tower Hobbies will not replace or refund an order when we have confirmation of successful delivery to the address you provided or approved for driver release.
Additional policies may exist. Policies are not limited to those on this page. Call with any questions.
Price and/or Description Changes
All prices, pictures and descriptions on this site and all other Tower Hobbies publications are subject to change. Tower Hobbies maintains no responsibility for inadvertent errors. In the event of typographical errors on our site or in our publications, Tower Hobbies reserves the right to cancel or refuse orders at its sole discretion. Please contact us within 30 days regarding price or promotion discrepancies.
Tower Hobbies does not offer an affiliate program.