At all times we try to maintain a high level of efficiency and service whilst keeping costs low and driving better value into the hobby market.
Should you experience an issue with our service or products, please read the following information first, before contacting us.
 
Order still saying 'processing'.
Orders are packed and posted from 9am-5pm, Monday to Saturday. The time in Hong Kong right now is: 3:05:23 AM
Provided your products are in stock & we are not experiencing unusually high order volumes, the package will be sent within 48hrs except for weekends. However, if you purchased an item that is on 'BACKORDER' your parcel will be held until that item has arrived in stock.
BACKORDERS usually take no longer than 14 days. 
Hobbyking.com deals directly with factories, we do not buy from distributors, this keeps our price lower though it means stock can sometimes be out due to factories lengthy lead times.
Please log into your account on the front page by clicking 'Your account' at the top left. In here you will see your order status and any backordered items.
 
Purchase security.
All products you ordered and have paid for are reserved for your order. Even if the stock level should fall below 0 before your order is posted it will not affect your order.
 
My parcel has not arrived!
We can understand the frustration associated with a late parcel.
A late parcel could be the result of any number of reasons within the either countries postal system. The usual delivery time for a Standard Air Mail item is 10-30 days and an EMS item is 3-6 days. Please understand that we have no control over customs or your countries postal system.
BEFORE you contact us regarding a late parcel, please check with your local post office. In most cases parcels that do not arrive at your home are waiting for you at the post office for collection.
 
Lost parcels.
We do not consider a parcel lost until after we have filed a missing parcel report with the Hong Kong Postmaster. We can do this after 45 days.
countries such as Italy, France, Spain, Brazil and South Africa usually have extended wait times due to customs. However this is not common.
Once we have filed a missing parcel report and we have a response (no later than 60 days) from your countries postal authority, we can then replace your parcel. We willconfirm with you on your address during this process.
We do not refund or replace parcels that did not arrive because they were not picked up in time or sent back to us and lost in transit or have the incorrect address.
 
Wrong item received or parcel missing items.
Our warehouse utilizes barcode id, product scanning, RFID security, final item counting and parcel weight recording to ensure each order is full and correct.
We take our shipping and dispatch accuracy very seriously.
If you have received a parcel that is incorrect or incomplete, you must do the following within 48hrs of receiving the parcel;
1) DO NOT throw any of the packaging or product materials away. Keep the entire package 100% as you recieved it.
2) Weigh your parcel and it's contents. You can use a kitchen scale for this. It must be accurate to 5g.
3) Photograph the parcel and it's contents. The photo must show products, parcel and packing materials clearly.
Contact Support Centre with the following information;
Order ID:
Parcel Weight:
Problem with order:
Attach photos of the parcel and contents, as stipulated above.

Failure to follow the procedures above will result in a rejection of the claim.

Never accept a parcel that is crushed, damaged or has been left open, possibly allowing contents to fall out.
 
Changes to orders after payment.
If you would like to change the details on your order you need to act quickly. The safest way to change your address is by calling us.
Due to the time lag in email responses, we do not accept liability for requests which are not received or read after the parcel has been dispatched.
Simply sending us an email does not constitute an agreement nor does it mean we can act upon your request in time.
We strongly urge you to phone us if you find that your address details are incorrect or need to be changed.
 
Returns & refunds
If you are not happy with your hobbyking.com® product you may return it back to theplace of purchase for a full refund on the price of the product. This must be done within 7 days of the purchase arriving and the product must be in new condition with original packaging and all included accessories. Our service centers do not accept crash damaged parts or items that have been modified. The warranty period for Lithium Polymer Batteries is 30 days unless otherwise stated in the product listing.
BESC and electronic components are tested for correct polarity and voltage use prior to being replaced. We will repair or replace items based on our study of the product once it is returned to one of our warranty centers. hobbyking.com® accepts no responsibility for the improper installation and use of purchased products. Should your product be faulty, please click on the link below to have it sent back.
Warranty Support Page
Products MUST be returned to us for inspection.
Liability of the product is restricted to the sale price of the product.
Read our Lithium Polymer Warranty page.
 
Why do I have to register on the website to make an order?
You need to register so that when your parcel is shipped you can track the status and delivery details from the 'Your Account' section.
Do your listing prices include tax?
None of our product pricing includes tax and we do not charge taxes or extra fees on top of our advertised product price and shipping/handling.
However, it is your responsibility to pay any fees charged by your local customs or postal office, should they be incurred.

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