Shipping & Return

RETURNS POLICY

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at xlhobbies90723@gmail.com. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at xlhobbies90723@gmail.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Shipping can not be returned to you as we have already paid for the delivery servics.

Shipping and Handling 

Our web store will compute correct shipping charges for domestic shipping within the United States. You will have several shipping options to choose from through United States Postal Service (USPS), United Parcel Service (UPS) or DHL. With USPS, we use delivery confirmation with domestic shipping and packages are insured. UPS and DHL shipments have tracking and are insured.

Pricing for shipping options will be presented before you finish your checkout. All the items in our store are weighed properly so when you check out, it will compute the correct shipping charges for you and present you with your list of shipping options. If you put some items in your shopping cart and start the checkout process, you can see what the shipping charges will be without actually needing to complete an order. (Although we may be processing orders, we do not ship on Saturday, Sunday, or Holidays)

Express Delivery Services

If you need fast service, we can get your order to you quickly. An estimated delivery date is listed for each shipping method during checkout, but please note the following information for UPS and USPS express services:

UPS Next Day Air or Next Day Air Saver (1 day) and UPS 2nd Day Air (2 day): Next Day Air orders received on Friday will be delivered on Monday. No deliveries will be made on Saturday, Sunday or UPS observed holidays. Please note that a signature may be required before delivery person can release the package.

USPS Express Mail (2-4 days): Express Mail orders shipped on Friday will be delivered Saturday or Monday. No deliveries will be made on Sunday or USPS observed holidays. Please note that a signature may be required before the delivery person can release the package.

DHL Express Worldwide (1-6 days): Express International service is 1-6 business days for delivery and the fastest service DHL offers. Please not that a signature may be required before delivery person can release the package.

Interruption of Service

USPS, UPS and DHL shall not be liable for any interruption of delivery service due to a cause beyond its control, including but not limited to, the absence of a person or the refusal of such person of accepting the delivery of the shipment, demure due to the consignee, force majure, action of the public authorities con real or apparent authority over the facilities, action or omissions of the public customs authorities or the like, riots, strikes, or other labor disputes, public disturbances, factors that disrupts the air and ground transportation systems such as weather conditions and natural disasters, and an act of God.

Additional Fees and Regulations

Government regulations require that we ship hazardous materials within the contiguous United States (excluding Alaska, Hawaii and Puerto Rico). Shipments must be sent via Ground shipping. Fuel is also available for store pick-up. Additional fees may apply to hazardous materials.

International Shipping

Please Note: Shipping charges only cover transit to your country.
You are also responsible for all customs, duties, taxes and brokerage fees that may be charged.

We are pleased to accept orders from outside of the United States. We support payment via Visa, Mastercard, Discover, American Express, and PayPal payment methods for International customers. All items in our store are listed in US dollars. Below are answers to some frequently asked questions regarding International shipping:

What Shipping Service Do You Use?
Your shipping choices and pricing will appear during checkout and may include: (USPS) United States Postal Service, or DHL Express Worldwide. Please note that not all shipping choices may be available for your country.

The shipping options and pricing for your order can be viewed if you start the online checkout through our website. Just place the items you wish to purchase into your shopping cart and begin the checkout process. You will not be required to make your purchase at that time, but you will be able to view the shipping choices and pricing for your order. Your shipping options available will be dependent upon the weight of your order and the location we are shipping to.

To help you decide which method of shipping to choose, please review our list below that explains each shipping option:

United States Parcel Post (USPS)

USPS Express Mail International

Delivery usually in 3-5 business days, tracking is available to major destinations, package is insured. While most packages are delivered within 3-5 business days, in rare instances, delays of up to 30 days have been experienced once the package has left the United States due to events beyond our control (such as weather or processing time in customs). Delivery times are not guaranteed.

USPS Priority Mail International

Delivery usually in 6-10 business days, tracking is available to major destinations, package is insured. While most packages are delivered within 6-10 business days, in rare instances, delays of up to 60 days have been experienced once the package has left the United States due to events beyond our control (such as weather or processing time in customs). With decreased international flights, these will most likely be delayed even more. Please plan accordingly. Delivery times are not guaranteed.

USPS First Class Mail International

Delivery varies, tracking is not available, package is insured. While most packages are delivered within 15 business days, in rare instances, delays of up to 60 days have been experienced once the package has left the United States due to events beyond our control (such as weather or processing time in customs). With decreased international flights, these will most likely be delayed even more. Please plan accordingly. Delivery times are not guaranteed.

DHL Express

DHL Express Worldwide

Delivery usually in 5 business days, limited tracking is available to major destinations, package is insured. While most packages are delivered within 5 business days, in rare instances, delays of up to 30 days have been experienced once the package has left the United States due to events beyond our control (such as weather or processing time in customs). Delivery times are not guaranteed.

Can I use a freight forwarder?

Generally our system requires that orders are shipped to the billing address, however there may be exceptions for certain customer accounts.  If you are able to choose an alternate shipping address, please be aware that our obligation to you has been satisfied upon delivery to the forwarding agent and any claims against lost or damaged packages will be forfeited at that time.  Some agents may require that we provide customs and export officials the right to search the contents of outgoing freight.  In an effort to expedite delivery of your goods, we will comply with any such requests unless you explicitly direct us otherwise at the time you place your order.

Can You Provide Me With a Tracking Number?
Yes. USPS Express International, USPS Priority International Mail, UPS Worldwide Expedited and UPS Worldwide Express services provide you with an International tracking number.

How Much Will it Cost to Ship to Me?
The pricing for the shipping options will be presented to you before you finish your checkout. All of the store items are weighed properly so when you check out, the system will compute the correct shipping charges for you and present you with a list of shipping options. If you put some items in your shopping cart and start the checkout process, you can see what the shipping charges will be without actually needing to complete an order.

Does the shipping I pay you include any customs, duties, or tax fees?
No. Customs, duties, and taxes are not included in your shipping fee paid to us. You will need to pay any customs, duties or tax fees to your local delivery person after your packages is processed by customs. 

UPS Brokerage Fees
A Customs Broker helps process packages through customs in a timely manner. USPS does not use brokers but UPS does. As a result, if you do not have your own Brokerage company to assist you with customs clearance, UPS will use theirs and may charge you a Brokerage Fee. This fee is not included in your shipping charge. 

DHL Brokerage Fees
A Customs Broker helps process packages through customs in a timely manner. USPS does not use brokers but DHL does. As a result, if you do not have your own Brokerage company to assist you with customs clearance, DHL will use theirs and may charge you a Brokerage Fee. This fee is not included in your shipping charge.

Warranty Issues
While domestic customers should address warranty issues to the U.S. manufacturer or distributor, this is not always possible for our International customers. Please contact XL Hobbies with any concerns regarding defective products so that our staff can assist you with finding a resolution through the proper channels as quickly as possible. 

Damaged Package Claims

If you have received your order, and your package was damaged in transit, please contact us within 48 hours of receipt of your package. Customers with damaged packages can file a claim directly with us. Please keep all packaging (box, packing paper, etc.) for verification purposes. We will most likely request the damaged product(s) be shipped back to us for verification.

Lost Package Claims
If you have not received your order, and feel your package may be lost, please contact us. All packages shipped by XL Hobbies are insured for 100% of the package's value. If your package is in fact lost, we will either replace the package, credit your account for the full amount, or offer you a refund for the full amount of the order.

Before we can file a claim for a lost package, we must allow the U.S. Postal Service the full time allotted for delivery. Here is the timetable for tracing lost packages:
USPS Express Mail - 10 business days from the day the order was shipped
USPS Priority Mail - 14 business days from the day the order was shipped
USPS First Class Mail - 21 business days from the day the order was shipped

Are There Any Products in Your Store that Cannot be Shipped Internationally?
Yes. Due to their flammable nature, we cannot ship fuel, cleaning fluids, or any contents that are under pressure (i.e. paint), to our International customers overseas.