If you
have placed an order with Nitro Model Planes recently and need some
information or would like to change it, there are several ways you can
contact us. Please note that since we begin processing your order
immediately after receiving it, changes may not always be possible
depending on how much time has elapsed.
The easiest way to contact us is by using our LIVE HELP via Chat. If your question
is time sensitive or if you are attempting to change a recent order, this is
the quickest way to reach us. Another solution is to look for us on
our support forum.
You may also contact us thru email at
support@nitroplanes.com
Please be specific as to the nature of your needs.
We will usually reply within 48 hours.Please note that many ISPs
have restriction on receiving email from our domain, If you have been
experiencing un-repling emails, please check your spam folder, you might
find our email replies over there. Also you can add our email address into
the address book of your email program, so you won't have problem to receive
our email in the future. Known ISP that block our email:
AOL
Hotmail
Yahoo (works sometimes)
If you prefer regular postal mail. The address is: 13240 Amar Rd, City
of Industry, CA 91746 We accept major Credit Cards (Visa, Master Card, Discover,
American Express)
Shipping Methods:
Fedex/UPS/USPS for Domestic and Canada. USPS
Air-Mail or Standard Express to International countries.
Return / Exchange Policy:
Our return / exchange policy is very simple. If the item we sent you is defective when you received the shipment from us (NOT AFTER USE), you can report to us by email for return / exchange / refund arrangement.
Request(s) for return or exchange and report(s) of missing or damaged part(s) must be received within 7 days of your receipt of merchandise(s). We reserves the rights to entertain requests received thereafter.
All returns are subjected to a 15% restocking fee. There is no return once the merchandise box is opened. Exchange is possible only if the merchandise is found to be genuinely defective at the point of receipt.
Items returned must be in as-new conditions with the packing slips, manuals, accessories and all other items intact in original packaging. Returned merchandise must be received from our customer before we will process and ship out any replacement. All merchandise should be returned to us by shipping carriers with safe method which provides proof of shipment (just in case your item does not reach us. so you can check with your local shipping carrier.) We will not responsible for the lost of returned merchandise in shipping.
Shipping and handling charges for all orders are non-refundable, as we have paid the Post Office to send the
shipment and the Post Office will NOT refund the postage cost back to us after they processed the shipment. Customer will be responsible for the return shipping cost to send return back to us. For returned merchandise that is found to be genuinely defective, we ship out replacement for free (we pay for the replacement shipping cost) and will not charge additional shipping and handling fees.
We reserves the right to return merchandise to its customer and not refund money, if we in our opinion deem that the merchandise has been used, crashed, abused, misused or modified in any form, or has been damaged by water, dust, or other contaminants.
*** All items are tested to make sure they are working properly before we ship them to our customers.
*** Please inspect the product when you received the
shipment, identified any issue and report to us BEFORE you try to fly / use it. Please also check over the product (especially the helicopters and air planes) and make sure they are all good
every time before use (or taking to the air).
*** Return / exchange / refund is not allowed if the item has been used or flew. Please understand that RC helicopters and airplanes can crash if mistake made or you do not know how to fly, any kind of crash or hard landing may caused damage(s) to the helicopter or plane. We have no control over your flying skill, behavior or the conditions you have chosen to fly in. We tested all products before shipment as we stated above, if you have any problem with the aircraft or other product(s) you ordered from us, please report it at the time when you received the shipment (not after use please).
*** If you used / flew the product, or crashed product, no matter what the reason. We are sorry but we can not be responsible for your crash or use.
Nitro Models Inc will not be
responsible for incidental or consequential damages including bodily
injuries and property damages arising from the use of any product(s)
that it sells. Nitro Models Inc reserves the right to refuse service to
anyone.
Remote controlled products and accessories can be very dangerous.
Please read the operating manual before use. We have no
control over the correct use, installation, application, or
maintenance of our products, no liability shall be assumed nor
accepted for any damages, losses or costs resulting from the use of
the products. Any claims arising from the operating, failure or
malfunctioning etc. will be denied. We assume no liability for
personal injuries, property damages or consequential damages
resulting from our products.
*** These terms applied to all sales made from our website, email,
phone, or fax. If you do not agree to our terms, please do not make the order.
We reserves the right to amend this policy without further notification(s).
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