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I paid for UPS Next Day Air, why isn't my order here yet?
Why didn't I receive some of the items I ordered? What forms of payment do you accept? I couldn't find this product I want on your site, do you have it in stock? I want to purchase x amount of items. Will you make me a good deal? What is your phone number? Does RC4WD.com offer any technical support or advice? What shipping option should I choose?
For Domestic U.S. Order, we recommends USPS Airmail for orders under $89. This is a very affordable shipping option, but still with tracking and reasonable shipping time (Usually about 4-7 days). If your order is over $89, we highly recommend USPS Priority/UPS Ground, this option is also very affordable, and we will select either USPS or UPS depending on the weight and size of your package. If you want faster service, you can select UPS 3 Day, UPS 2nd Day, UPS Next Day Air, and USPS Express. Please note that we still need 2-3 business days to ship out your order, so selecting UPS Next Day or USPS Express doesn't mean that your package will arrive the next day. For
International Order, we recommends the EMS (Global Express Mail
Service) because it has tracking and automatic $100 insurance, and it
usually takes only about 4-7 days to arrive after we ship it out.
However, we also offer an economical International Airmail service,
but it has no tracking or insurance available, and it can take up to
7-14 days to arrive after we ship it out. Please note that all
international packages might be delayed by your custom for inspection.
How much will shipping cost?
Shipping costs are based upon the total of the items you place in the cart as well as your shipping address, and we calculate your shipping cost based on the anticipated weight and size of your package. Your shipping costs are always presented before payment, so you may easily find out your exact total before the order is completed. I need a gift by a certain date and need guaranteed delivery. Can you help? Sorry, we cannot make any delivery guarantees. We promise to work diligently to process and ship your order as quickly as possible. Please keep in mind that we generally take at least 2-3 business days to process and ship your order. That means if you placed your order on Friday, it won't be shipped out till Tuesday at the earliest. We will try our best to rush any orders as necessary, but again, we can only try our best. After the packaged is shipped, it will arrive based on the shipping service you selected. Again, please remember that selecting Next Day Air or Express service does not mean that you will get your package the following day. Do you Backorder items?
If any item(s) in your order were shown "out of stock" or "not enough stock" during checkout, these items will be placed as backorders, and they will be shipped out separately when they arrive (at no additional shipping cost). By leaving the item in the cart, you are aware that those items will not be shipped immediately. Please allow at least 2 weeks for backorder items to begin to ship. You will receive a shipment email from us once they arrived and shipped out of our warehouse. If you have any inquire about the status of your backorder after the 2 week period, please submit a ticket at http://www.rc4wd.com/support/. Except for special orders or built-to-order items, most backorders can be refunded at anytime before shipment. How long does it take for orders to be processed and shipped?
We usually process and ship out your order (in-stock items) in about 2-3 business days (excluding weekends and major holidays) for domestic U.S. orders and 2-4 business days for international orders. Once your order has shipped, you will receive an email of your tracking number (For Domestic and International EMS Orders only). International Airmail customers will only receive a confirmation email that the order has been shipped. For international orders, we do keep all records and proof of mailing for all of our orders, please submit a ticket at http://www.rc4wd.com/support if you need a copy of it. If a part is back ordered, when will it be ship?
If an item is on back order (most of the time, it will be indicated during checkout), it will be shipped out as they arrive at our warehouse. We have new shipment of products arriving everyday, and we will try our best to ship out your backorder item as soon as possible. However, please give us at least 2 weeks to fill your backorders. If your order contain in stock items, we will always ship all in stock items right away first, unless you leave us a note or submit a ticket to let us know that you want to hold the entire shipment until all of the parts are ready. When will I receive my package?
For Domestic US orders, please use the tracking number we emailed you to track your packages. For International orders (Including Canada and APOs), if you selected EMS (Express Mail), you can track your package using the tracking number we emailed you at http://www.usps.com. However, please note that international packages can take AT LEAST 4-7 days to arrive. Additionally, your package might be delayed by customs up to 30 days for inspection. If you selected Airmail Service, there is no tracking number for your package. You will get an email from us confirming that your package has been shipped out, and it generally takes at least 7-14 days to arrive.
I paid for UPS Next Day Air, why haven't I received my order?
Please note that all orders will need at least 2 - 3 business days to be processed and shipped out. If you selected and paid for a faster shipping method, such as UPS Next Day, UPS 2nd Day, or EMS, it still will not be shipped until at least the 2nd business day. You will get an email with a tracking number from us after your package has been shipped. Please understand that we do try our best to get orders out as quickly as possible, but we just can't make any delivery guarantees. Backorders
If any item(s) in your order was shown "out of stock" or "not enough stock" during checkout, these items will be placed as backorders, and they will be shipped out separately when they arrive (at no additional shipping cost). By leaving these items in your cart, you agree and acknowledge that they will be shipped at a later date as they arrive. We are always actively working with our suppliers to get any out of stock items back in stock quickly, but sometimes due to high product popularity or supplier's delays, we regret that we cannot keep every items in stock. Please allow at least 1-2 weeks for most backorder items to begin to ship. You will receive a shipment email from us promptly once they arrived and shipped out of our warehouse. If we don't have your item shipped after 2 weeks or the specified time frame in the product description, you may request a refund on your backorder item(s). If you have any questions about the status of your backorder after the 2 week or specified wait time period, please submit a ticket at http://www.rc4wd.com/support/. Built to Order
Some items on our website are "Built to Order" items. This means that the item you order requires special treatment or custom work, and hence requires additional time for it to be finished. The approximate wait time on these items are usually noted in the product description. Please make sure you read carefully about the wait time before you order these items. We do not have these items in stock and they generally require special ordering and extra time to put together. The work will start once we receive your payment, and you will get an email notice from us once we know about the approximate wait time, and you will receive another email when it is ready to ship. Unlike backorder items, built-to-order items cannot be refunded. Unexpected Backorders/Out-of-stock
Occasionally, errors may sometimes occur in our real-time inventory system resulting in an unexpected backordered item. Please note that it is never our intention to charge you for merchandise we cannot ship. If this happens, we will inform you about the unexpected event, and you will be partially refunded on items that are out of stock. If we know that the item(s) will be in stock in a short amount of time (7-10 days), we will email you and hold the refund for 3 business day to see if you want to wait for the item to arrive. If we do not hear from you after 3 business days, we will promptly process your refund on those items. In any situation, all backorder items will be shipped at no additional shipping charge. I couldn't find this product I want on your site, do you have it in stock?
Our online inventory, completely searchable on the website is 99% of what we have in stock. If you can't find it on the site, most likely we don't have it. I want to purchase x amount of items. Will you make me a good deal? We're sorry but we just don't have the time to make custom deals.
Please contact us via email at http://rc4wd.com/support
The best place to get
technical help is via RC Trucks forums like RCMT.net, where enthusiasts
and suppliers, exchange and share technical information and advices.
We do recommend going there for any technical advice or help. If you
have purchased an item from us and require technical help, you can generally
contact the supplier directly (unless it's manufactured by RC4WD.com)
for help and support. Else, or if it's related to a product you are
interested on our site and you can't find the technical answer, you
can submit a support ticket at http://www.rc4wd.com/support
and we will try our best
to answer your technical question. However, please understand that we
cannot guarantee that we can answer all technical questions, and sometimes
we might need additional time to reply back, please be patience.
Products
sold by RC4WD.com are covered by our 30-days return period, unless
otherwise noted. Please log a ticket at
http://www.rc4wd.com/support
to request a return authorization, and we will issue you a Return
Merchandise Authorization Number that you must include in your return
package. All products must be returned in like-new and unused
condition, including all accessories (such as screws and nuts). Tires
and wheels cannot be returned if they have been glued. Please note
that your shipping cost is non refundable, and the customer is
responsible for the cost of shipping to us. We usually process your
returns in about 3-7 business days after we received them.
Per our
policy, Rc4WD.com does not pay for the return shipping of return
merchandise (including defective items). If the items has to be
returned for an exchange, RC4WD.com will split the shipping costs with
the customer. The customer agrees to pay to send the item back to us
and we will consequently ship the replacement item back to the
customer at no additional charge.
If the
product you received is defective, please first contact the supplier
for support, or log a ticket at
http://www.rc4wd.com/support
for assistance. Please note that we have agreements with most of our
suppliers to take care of after-sale support. If it's determined that
it has to be returned to us for an exchange, we will issue you a
Return Merchandise Authorization (RMA) and you can ship to our
shipping address. We usually do not cover the shipping cost to send
the item back to us, unless the product is defective and manufactured
by RC4WD.com.
Unfortunately, if your order is over 30 days, we won't be able to
accept it back. Please try to contact the suppliers to see what they
can do if the product is damaged or defective. We have agreements with
most of our suppliers to take care of after-sale support.
RC4WD.com
270 Redwood Shores Pkwy #117 Redwood City, CA 94065 U.S.A.
First, please note that all order will only be processed after we
received your payment.
If you are sending a Money Order, please mail the invoice printout together with your money order to our mailing address: RC4WD.com 270 Redwood Shores Pkwy #117 Redwood City, CA 94065 U.S.A. *If you cannot send us the money order immediately, please submit a ticket at http://www.rc4wd.com/support (using the "Money Order" category) to inform us when you will be sending the Money order. We regret that we cannot guarantee stock on your order if we do not receive your payment within 10 days, or receive a ticket from you within 3 days confirming that you will be sending a Money order. If you want to pay by Western Union, please send the payment to the above address. Please submit a ticket at http://www.rc4wd.com/support (using the "Money Order" category) within 7 business days to inform us of your name, order number, address, phone number, reference number, and the amount submitted, in order for us to pick up the payment. Thanks If you want to pay by Bank Transfer, Please submit a ticket at http://www.rc4wd.com/support (using the "Money Order" category), we will contact you with additional info.
Can I pick up an order at your location?
We do not have a retail location. Our business consists of a warehouse and offices. We are not allowed to have customers park at our location. If you are local to us, UPS Ground or USPS Airmail rates are very affordable and your order will usually arrive the next day after shipping.
How long does it take for you to respond to my question?
We usually response to inquires in about 48-72 hours (excluding weekends and holidays). You will get an email from our ticket system as soon as we responded to your question. If you inquire requires additional time or effort, we will inform you about the estimated time for your response. |