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 at 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 Retailstore 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.
Standard shipping is ground delivery via UPS. Shipments via U.S. Post
Office do not provide tracking for your merchandise.
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.
http://www.fedex.com/us/tracking/
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. Products of this nature are sealed batteries,
quarts of fuel, paints, and aerosols.
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
OEHHA
Prop65 Information
Current Prop65 list
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. A claim number will be issued if the carrier does not show delivery
within 10 days of the scheduled delivery date. 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.
