Topics for Frequently Asked Questions
How do I place an order with Tower Hobbies?
You may place an order on our web site, by phone, mail or FAX. We are open 7 days a week if you need assistance. For more information.
Why does my order say ‘Order Now Being Picked and Packed in Warehouse’?
Orders are packed and posted, Monday through Friday. Provided your products are in stock and we are not experiencing unusually high order volumes, the package will be shipped within 24-48 hours except for weekends and Holidays. ‘BACKORDERs’ will ship separately.
Which types of payment do you take?
We accept Visa, MasterCard, Discover, Bill Me Later® and PayPal® (when using a PayPal account that withdraws from a U.S. bank account).
Because Tower Hobbies requires the ability to verify credit card holder information, one-time-use cards such as virtual cards, tax refund cards, etc. may not guarantee an order. Merchandise certificates resulting from rebates must be mailed in so we may redeem them with the manufacturer.
For more payment options and information.
I'm having problems checking out? What do I do?
If experiencing shopping cart or checkout problems... Although rare, any problem you may encounter with the Tower Hobbies Shopping Cart, or when proceeding through the Checkout System is most likely browser-related. If you do experience any unexpected results with the shopping cart, the fixes listed here will most likely take care of functionality problems.
Can I cancel or make changes to my order?
Since we begin processing your order immediately after receiving it, we may not be able to make changes or cancel the order once it is finalized. You may check on the status of recently placed orders on our web site using our Customer Information Center. Orders which have not been sent to our warehouse may be canceled online.
If you have placed an order with Tower Hobbies recently and need some information about it, there are a number of ways you may contact us. If you would like to change details on your order, you need to act quickly. The safest way to change your address is by calling us (800) 637-6050 or (217) 356-6608. Sending us an email does not constitute an agreement nor does it mean we can act upon your request. We strongly urge you to phone us if you find that order details are incorrect or need to be changed. Due to the time lag in email responses, we do not accept liability for requests which are not received or read after the order has been invoiced.
Simply contacting us does not constitute an agreement nor does it mean we can act upon your request. Once your order has invoiced (released to our warehouse(s), we can NOT make any changes or stop the order.
Will you ship to an APO/FPO address?
Yes, we will ship to an APO/FPO address. We cannot ship flammable items and your order will ship SAM (Space Available Mail).
Can I get a volume discount on my larger order?
We occasionally offer larger order discount via promotions such as our "Stock Up Sale", catalog coupons, E-mail News Letter and various other promotional offers. Tower Hobbies is a retail merchant. If you are a commercial retailer, we recommend you contact Great Planes Distributors.
Our business is designed to fill individual modeler needs. If you need higher quantities for commercial or manufacturing purposes, please visit Original Equipment Manufacturers, you must meet the following requirements. If you are a commercial retailer, we recommend you contact Great Planes Distributors.
Can I just ask you to apply the best promotional discount
you have to my order?
Our Marketing Department designs our promotional offers for specific target markets. The representatives that process your order do not have access to all the promotional offers and cannot look them up for you. When you receive a promotional discount code, please provide it to us at the time you are placing your order.
My Super Saver Club subscription has expired. How do
I to renew it?
We would love to help you re-new your membership. Click this link to add it to your shopping cart.
Do you accept Purchase Orders?
We accept most institutional purchase orders (military, government, schools and universities). We will also consider business purchase orders when the products are to be used by the purchaser (not intended for re-sale) and specific criteria is met. You can either FAX or mail your P.O. A simple application for purchase-order customers must be filled out before we can process your order.
I have an item on back order that is not in stock. When
and how will it ship?
Back orders will usually ship within 2 business days once the inventory is received at the Tower Hobbies warehouse closest to you. We have warehouses in Nevada and Illinois. If you signed up for e-mail notification, you will receive the e-mail as soon as the first warehouse checks it in. This may not be where your back order will ship from. For additional information.
My order has not arrived! What do I do?
We understand the frustration associated with a late order.
Please check with your local post office or UPS before contacting Tower Hobbies. In some cases, orders that do not arrive at your home may be waiting to be picked up at the post office or UPS.
A late international parcel could be the result of any number of reasons within a country’s delivery system. The usual delivery time for a Priority Air International item is 10-30 days and for UPS Worldwide SaverSM, 3-5 days. Please understand that we have no control over customs or your country’s postal system. Small parcels may not have a tracking number if shipped via United States Postal Service.
My package is lost! What should I do?
After 45 days for most countries, Tower Hobbies is able to file a missing parcel report. 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 report and we have received a response, we can then replace your missing package. We will confirm your address during this process.
We do not refund or replace parcels that did not arrive because the recipient failed to pick up the order, it was sent back and lost in transit, or addressed incorrectly.
| Account Information and Maintenance |
I forgot my username and/or password. How do I access my
account?
Your user name (customer number) may by found on an invoice or catalog we sent you. You may request your password via the link provided by entering either your customer number or e-mail address. We will e-mail it to you immediately at the e-mail address we have on file. Please add "orders@towerhobbies.com" to your whitelist (safe or permitted e-mail sender list) to lessen the chance of the e-mail being filtered out of your inbox.
How do I change my e-mail address?
Once you sign in, you may perform account maintenance such as updating e-mail addresses or address information by clicking on the YOUR ACCOUNT link.
Of course, you are always welcome to call us at 1-800-637-6050 (International customers please use 217-398-3636) 7 days a week and we will happy to update any information for you.
How do I change my password?
Once you sign in, you may perform account maintenance such as updating e-mail addresses or address information or changing your password by clicking on the YOUR ACCOUNT link.
Our phone representatives cannot change or provide your password for you. This can only be done on-line.
I'm not receiving my e-mail notification or promotions.
What should I do?
It is vital that your e-mail address matches the one on your Tower Hobbies account. Also please add
specials@towerhobbies.com, info@towerhobbies.com and orders@towerhobbies.com to your address book or
frequent contacts list to ensure that you receive your order and shipping confirmation e-mails as
well as any promotional material we may e-mail to you. Some internet providers block commercial e-
mails. If you suspect your ISP is blocking our e-mails, you should complain to them. You might tell
them to unblock the following Internet Protocol addresses of our e-mail servers:
Tower Hobbies E-mail Servers:
12.53.131.242
12.53.131.17
How will you ship my order?
Tower Hobbies will ship ground orders UPS or USPS. Parts Express (with discounted shipping) and back orders in which there are no shipping charges to the customer, will usually ship via the most economical but reliable shipper. International Orders will ship via Priority Mail International or UPS Worldwide SaverSM unless Parcel Post shipping is requested.
We are unable to accommodate requests to ship via specific shippers. We cannot bill an account you may have with any of the above shippers. We are capable of shipping your products to most International locations. We do not recognize use of forwarding companies and cannot accommodate special requests when using a forwarding company. For additional information.
I just placed multiple orders. Can I combine them so
there will only be one shipping charge?
If you have placed an order with Tower Hobbies recently and need some information about it, there are a number of ways you may contact us. Since we begin processing your order immediately after receiving it, modifications may not always be possible depending on how much time has already elapsed. Click for order status.
How much will it cost to ship my order?
Charges vary depending on ship method and location. Click this link for specific information.
My merchandise does not work. What should I do?
If your merchandise was received damaged due to shipping, please call our Order Assistance line at 1-800-637-6050 or e-mail us at orders@towerhobbies.com immediately. If you have product that is damaged (not due to shipper) or defective but you have not yet used it, it can usually be repaired or replaced at no charge. Some manufacturers insist on handling these situations directly. See your product manual or contact us at the phone number or e-mail address listed above.
I received a wrong item. What do I do?
Because our warehouse processes orders for over 55,000 different items, there can be a slight margin for human error. If you are missing and item, have received the wrong item or too many items, please contact csemail@towerhobbies.com, stating your customer number. Please include a photograph of any incorrect item received.
Please check your account, sometimes items can be backordered, in which case you can request a refund, wait or request a substitute.
I Have Faulty or Broken Products. What should I do?
We do not warrant crash damage under any circumstance. Tower Hobbies accepts no responsibility for the improper installation and use of purchased products. Should your product be faulty, please see your product manual for the manufacturer’s service instructions.
Who is responsible for product that is damaged or lost
while in use?
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.
How do I know if a product is designed for European use vs. US use?
Please note that some manufacturers will not honor warranty claims for customers outside of the USA and Canada (HPI in particular). All electronic equipment designed for A/C operation is 110VAC unless specifically noted.
All 2-stick radios sold by Tower Hobbies 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 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.
How do I find what I need to get started?
We can help with our Easy R/C web site. You may also check our tech questions page. We also suggest that you purchase some R/C related magazines and talk to friends in the hobby. Our representatives are happy to offer direct product assistance but we strongly encourage you use the many resources available here on our web site and elsewhere to do your homework. We want you to join in on what we think is the greatest hobby around.
Why do you have different stock numbers on your web site, flyers and catalog?
Item numbers vary to help our marketing team research the success of advertisements from different sources. Some numbers are connected to special pricing e.g. purchase of multiples, daily reduction, closeouts etc. Stock numbers followed by two asterisks (**), signify that the item is available on different frequencies.
I only have a manufacturer stock number for a product I want to buy. How do I find the item?
Simply enter the manufacturer’s stock number of the item in the search box above and click "Go". However, these must be entered one at a time. You may also use our super-easy product search engine.
I need another rebate form, how do I get one?
Current rebate forms are available as a link from the product ID page of the Tower Hobbies home page. For a listing of current rebate-eligible items please see this rebate product listing. If the rebate purchase date has expired but there is still time to submit the form, you can find the expired rebate forms for a limited time through http://www.bestrc.com/rebates/.
Your product description was wrong. What can I do?
All product descriptions and specifications are subject to change without notice. Please see return instructions and form.
| International/Canadian Orders |
How much will it cost to ship an order outside the US?
Our international shipping charges are based on the size and weight of the package(s). To determine the cost of shipping to an International destination simply place the items you wish to order in your shopping cart and click on the "International Shipping Calculator" link displayed toward the top of the page. You will then be prompted to enter a country and the shipping charges for Priority Mail International or UPS Worldwide SaverSM will be displayed for the current order in your shopping cart. If restricted items are in your shopping cart, some methods of shipment may not be available. Remove the restricted items prior to calculating the shipping.
Local taxes and customs duties usually apply and are added once your shipment reaches its destination. Please see your local authorities for more information. Please do not request that we falsify your invoices.
See additional shipping option information within the shipping faq area.
Question not answered?
We are here to help you 7 days, 79 hours a week. Call our Toll free number 800-637-6050 (International callers please use 217-398-3636) or e-mail us at info@towerhobbies.com. We answer most e-mail within 24 hours. For additional contact information.
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