POLICIES AND PROCEDURES

 

CREDIT CARD ORDERS

Silver Arrow Hobby accepts Discover, Visa, and MasterCard 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.

 

 WIRE TRANSFER PAYMENT

We are accept Bank Wire transfer payment, please call or email our customer service for bank account no, we can accept payment with this following bank : Niaga, BCA, Mandiri, Panin, Danamon.

 

THIRD PARTY PAYMENT

When using a third party payment method such as Bill Me Later™ 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 Silver Arrow Hobby in addition to any fees your bank may charge you. Please contact us at sales@silverarrowhobby.com with a complete list of items you wish to order, ship method, shipping name and address. 

 

OUR PERSONAL CHECK POLICY

 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.

 

PURCHASE ORDERS

 We accept most institutional purchase orders (military, government, schools and universities). You can either FAX or mail your P.O. A simple application for purchase order customers must be filled out and approved before we can process your order. We cannot accommodate all special shipping requests. Please inquire before placing your order. (Requires Acrobat Reader, available free from Adobe.)

 

PARENTAL VERIFICATION OF ORDERS

Unestablished 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.

 

INTERNATIONAL ORDER

Silver Arrow Hobby ships all over the world! All payments must be in the form of US Currency. In most cases we offer International Air or UPS Worldwide SaverSM. UPS Worldwide Saver is recommended for quick delivery and includes tracking. Most airplane kits too large to ship via USPS International may be shipped via UPS. Under no circumstances will we falsify invoices or shipping labels. Customer is responsible for any applicable taxes, duties or custom fees. Inquiries regarding possible fees should be directed to your local authorities. Refused packages will affect your return credit. See Credits and Balance dues. Please send payment in the form of an International Money Order in U.S. Funds, or use your credit card. Please do not request that we falsify invoices or suppress tariff codes or country-of-origin information. While we do ship to most international destinations, we are unable to serve some countries at this time due to law or credit card security reasons. Please note that some manufacturers will not honor warranty claims for customers outside of the Indonesia. All electronic equipment designed for A/C operation is 220VAC unless specifically noted. All 2-stick radios sold by Silver Arrow Hobby are mode 2 (US standard with the elevator/aileron on the right and rudder/throttle on the left) unless specifically noted otherwise. Many recent Futaba programmable transmitters can be programmed for mode 1 or mode 2 by the customer. Please contact us prior to placing your order if you require mode conversion to mode 1 for a modest additional charge.

 

YOUR SILVER ARROW HOBBY CUSTOMER NUMBER

Your customer number can be found on your invoice or mailing labels and may resemble your last name. Please use the same customer number and name whenever you contact us. If you know you have created multiple customer numbers, please let us know. We will be happy to correct it. Only one account per household please. Please also provide the number of the primary Silver Arrow Hobby advertisement (the “ad number”) from which you are ordering. This helps us choose the most effective methods of serving you. The ad number is a set of five numbers which may also include letters. Occasionally you may receive duplicate promotional offers. This is usually the result of providing us with multiple email or mailing addresses. Please specify only one promotional ad number per order. Some promotional offers are limited to one per customer. Some ad-number offers are not transferable. Some email ad offers are limited to the recipient. This means the email address on your account must be a match to the email address the ad number was sent to or the ad may not work for you

 

PRICE MATCHING

 We take pride in our low prices and do constant price comparisons to make sure that we offer the industry's lowest possible prices and best overall value. If you find a lower price on a product prior to purchase somewhere else, please call us--and we'll do our best to match it. Does not apply to close-outs, non-US companies, out-of-stocks or prices due to typographical or other errors. We reserve the right to price match solely at our discretion. Price matching is only available on phone orders.

 

APO AND FPO ADDRESSES

 When requesting orders to ship to an APO or FPO address, your package will ship SAM (space available mail). SAM requires no additional charge and will ship your package from the APO or FPO address via the next available transport. Your APO or FPO station may choose to send your package via a commercial carrier. Silver Arrow Hobby has no control over this, however we are obligated to comply with all rules and regulations governing commercial shipping.

 

BACKORDER

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. We only charge our flat ($9.99) shipping charge once per order and will not charge you twice for orders containing backorders. Silver Arrow Hobby is unable to add products to backorder. Backorders shipped to international addresses or via “ Express” shipping methods, will incur special shipping charges with each shipment. 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 express shipping when requesting express for in-stock merchandise. Cancel by logging into our Customer Information Center. Backorders shipped at our expense will be shipped via the most economical shipper.

 

ORDER FULFILLMENT

To serve you better we have Jakarta warehouse locations. In some cases your order may ship from either our Jakarta location, If you feel that your order is missing merchandise, please carefully read your invoice as your order may have been shipped from other locations and may arrive on two different days. We will always attempt to deliver your items from the warehouse nearest you. In the event that the closest warehouse is out of the item(s) you ordered, we will ship from the other location to save you the inconvenience of a backorder.

 

QUESTIONS ABOUT RECENTLY PLACED ORDERS

If you have placed an order with Silver Arrow Hobby recently and need some information about it there are a number of ways you may contact us. Please note that since we begin processing your order immediately after receiving it, we are unable to make changes or cancel the order once it is placed. You may check on the status of recently placed orders on our web site using our Customer Information Center. Once your order invoices it has entered our shipping process and cannot be changed or canceled.

 

CREDITS AND BALANCE DUES

Some pre-approved returns that fall outside of policy may be limited to merchandise credit only. Any credit not redeemed nor refunded within a one-year period will be assessed a service charge fee. Any outstanding balance dues will be applied to your next order. We cannot give credits for merchandise unless we have proof of receipt. Any charges Silver Arrow Hobby incurs as a result of a refused shipment, will be adjusted from the return credit. Any credits left on your account with us (with the exception of orders paid for by PayPal®) can be used toward a future order. At your request, we will issue a refund check for any outstanding credit on your account generated by an order paid for by check or money order. If the order was paid by credit card, we will credit your credit card account. We will only credit the original credit card used on the order. If you no longer have that credit card, you will need to contact the issuing bank to work out arrangements. We may be able to assist you in obtaining the bank's phone number. There are a number of ways you may contact us.

 

RETURNING MERCHANDISE

 Complete instructions for returning merchandise are printed on the back of your Silver Arrow Hobby invoice. You may also download the return instructions and form (Adobe PDF file, 511KB). Please carefully read those instructions if you need to return an item. We will accept merchandise for return that was purchased from Silver Arrow Hobby within 30 days of receipt. The merchandise must be in new and unused condition and in its original packaging. 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 billing Silver Arrow Hobby without authorization will result in actual shipping charges billed back to sender unless other prior arrangements were made. Due to shipping regulations, fuel cases may not be returned to us. There is no restocking fee for qualified returns. 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 are some examples of what constitutes used merchandise.

 

DEFECTIVE RETURNS

If the item you wish to return is inoperable, but has no apparent damage, it is considered defective. The instructions on how to handle this type of return will vary, since some manufacturers insist on handling defects directly (See your owners manual). Defective merchandise may be returned to us as long as it is in new and unused condition. 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. If you can determine that a product is defective before using it, we may be able to accept it back for exchange or refund; however, we suggest that you call our Order Assistance line before taking any action.

 

RETURNS FOR SERVICES

We are authorized repair center, services products by the following manufacturers: Vmar, ESM, Futaba, DLE Engines, JBA engine, Generix. Should you find a defect in one of these products, or have an item that requires repair, please address your return to Hobby Services at the address below. We request that you not include orders for Silver Arrow Hobby with them. If you expect that the repair costs will be covered under warranty, you MUST provide the required proof-of-purchase-in most cases, your Silver Arrow Hobby invoice, or a photocopy. In the event that there may be charges not covered by warranty, be sure to indicate the method of payment you prefer. The basic repair service charge is $40.00. All warranty items sent to Silver Arrow Hobby will, at their option, either be repaired or replaced.

 

DROP-SHIP PRODUCTS

Some products (very few) are extremely large and require that they be shipped directly from the manufacturer. These products incur an additional shipping surcharge which will be shown during check- out. Drop-ship items do not qualify for dollars-off promotions and the value of the drop-ship item will not contribute to the minimum requirement for the promotion. Drop-ship items incur a 15% restocking fee when returned. Do not return drop-ship items to Silver Arrow Hobby; follow the included instructions for returning drop-ship items. Drop-ship items are identified by a note which appears below the picture area of the item's information page.

 

PRODUCT WARRANTIES

 If you wish to obtain a warranty for a product sold by Silver Arrow Hobby, you may contact the manufacturer directly (usually listed after the "Tech Notes" on the product's detail page) or send an e-mail request to sales@silverarrowhobby.com. If you e- mail us for the warranty, please specify the product's Silver Arrow Hobby stock number (located near the price), as well as the street address or FAX number to which we should send or FAX the warranty. SHIPPING Silver Arrow Hobby uses a variety of shipment carriers. Since we charge flat rate shipping, 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. Silver Arrow Hobby and/or carrier reserve the right to request a signature for proof of delivery. We cannot demand a shipment carrier to leave a package. You may contact the carrier for instructions on available options. 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.We are not responsible for delays in express delivery orders due to weather conditions and/or attempted deliveries. Export documentation will not be provided. 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.

 

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. Also, we 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. 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 Silver Arrow Hobby Satisfaction Guarantee is not transferable. Any consequences arising out of the resale of merchandise purchased from Silver Arrow Hobby is the responsibility of the seller, not Silver Arrow Hobby. Silver Arrow Hobby may revoke the ordering privileges of customers commercially reselling our products. We reserve the right to limit quantities and discounts. Also, please note that most items we offer are intended for use in the Indonesia. International radio frequency and electric current requirements are the responsibility of the buyer. Silver Arrow Hobby 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.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 Silver Arrow Hobby publications are subject to change. Silver Arrow Hobby maintains no responsibility for inadvertent errors. In the event of typographical errors on our site or in our publications, Silver Arrow Hobby reserves the right to cancel or refuse orders at its sole discretion. Please contact us within 30 days regarding price or promotion discrepancies.

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