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Delivery, Returns and FAQs

 

US Delivery

 

Your order will ship within two business days.  Items will be delivered via ground shipping.  If for some reason an item is not available, we will contact you directly to make arrangements for future delivery or provide you the option to receive a refund on the item.

Please note, Items of a value of $200 and above may require an adult signature for delivery (age 21+).

 

  • Orders are shipped on business days between Monday and Friday, excluding any federal holidays

  • Orders are processed and shipped within 2 business (M-F) days

  • Orders ship from Fife, Washington. Transit times are estimated from Washington State and do not include federal holidays and carrier high-volume periods

  • We are currently unable to accept orders with shipping addresses outside the USA and Canada

  • At this time we are unable to ship to P.O Boxes, A.P.O or F.P.O.

  • Items of a value of $200 and above may require Adult Signature for delivery (age 21+)

  • Items ordered together may be shipped separately

  • Please call Customer Service at 877.358.6405 ext. 101 if you have any questions

 

We are unable to ship to the following states:

America Samoa

Federated States of Micronesia

Hawaii

Guam

Marshall Islands

Northern Mariana Islands

Puerto Rico

Virgin Islands 

 

What are your US delivery charges?

FREE delivery when you spend over $50

$4.00 for all orders under $50.00

 

 

How can I contact Hornby America about my order?

A: Call Toll Free 877.358.6405  - please have your order number ready as well as the order date and the product item number when calling. 

 

What if I have a technical problem with my product?

A: Call Toll Free 877.358.6405 x101

 

How long will it take my order to arrive?

A: We ship via USPS and UPS at our sole discretion. For orders placed before 2pm PST we generally ship the same business day. We are located in Washington State, common carrier transit times for East coast orders is typically 5 business days. Example, (do not count the day your item ships) if you place your order on Monday you will typically receive your order the following Monday.

Items shipped via USPS (United States Postal Service) can take longer in some cases.

 

Why can't you ship Humbrol by air?

A: Enamel paint, glue and thinner are classed Hazardous Material by the Department of Transportation and therefore we ship these ground to comply with DOT regulations.

 


 

Canada Delivery

We are pleased to offer a choice of two shipping options to Canada:

  • $15 ground shipping for orders under $30
  • $10 ground shipping on orders over $30

 

Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g. excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s behalf.

Your order will be shipped under UPS’s e-Tailer Brokerage Program (eBP), where eligible shipments imported into Canada are subject to applicable duties and taxes as well as an average of $10.00 flat brokerage fee ($4.00 USD entry prep fee + $6.00 CAD bond fee on ground shipments; $10.00 CAD bond fee on air shipments) for shipments valued below $200.00 USD.

Additional fees will apply on shipments over this value. Shipments valued at $200.00 CAD and above and/or being imported to Canada for commercial purposed and/or subject to specialized clearance may incur additional fees.

Please, be aware that UPS will request payment of these charges at the time of delivery. You have the ability to call UPS ahead of time (1-800-742-5877) to pay these charges, eliminating the need for payment on delivery.

 

 

With the eBP program, the Canadian consumer will be charged a net brokerage fee of $10.00 for shipments valued at less than $200 CAD.

 

 

 

*Please note that charges such as duties, taxes and other government charges may still apply.

**Bond fee is calculated as 2.7% of the duty ad tax outlay, or a minimum of $6.00 on ground and $10.00 on air.

 

Unfortunately due to restrictions and regulations we cannot ship Humbrol paints and Airfix Starter/Gift Sets to Canada, as these items contain paint which is considered as Hazardous Materials.

 

 

How can I contact Hornby America about my order?

A: Call Toll Free 877.358.6405  - please have your order number ready as well as the order date and the product item number when calling. 

 

What if I have a technical problem with my product?

A: Call Toll Free 877.358.6405 x101

 

How long will it take my order to arrive?

A: We ship via USPS and UPS at our sole discretion. For orders placed before 2pm PST we generally ship the same business day. We are located in Washington State, common carrier transit times for East coast orders is typically 5 business days. Example, (do not count the day your item ships) if you place your order on Monday you will typically receive your order the following Monday.

Items shipped via USPS (United States Postal Service) can take longer in some cases.

 

Why can't you ship Humbrol by air?

A: Enamel paint, glue and thinner are classed Hazardous Material by the Department of Transportation and therefore we ship these ground to comply with DOT regulations.

 


 

Returns

Hornby America has a 30 Day money back guarantee.  If for any reason you are not satisfied with our product or service, find the product to be defective or your order is damaged in transit, we will promptly refund your money. To initiate a refund, simply email us at CustomerSupport@hornby.us.  Please provide your name, order number or transaction id and reason for return.  A Hornby America represtentative will promptly contact you for additional details and issue a Return Merchandise Authorization (R.M.A.) number and instructions for returning your product.

 

Returning Merchandise: Change of Mind

  • You can only initiate a return for an order that has shipped
  • The refund will be at full value for the returned product unless otherwise noted
  • Shipping and handling will not be refundable
  • Refunds for returned products will be applied to the credit card that was used to make the purchase 
  • Credits will be applied within three business days after the return is accepted back to Hornby America's facility
  • Products being returned must be unused, in new condition and in the original packaging
  • You are responsible for the return shipping and it is advised that a trackable shipping method is used

 

Returning Merchandise: Defects, Inaccurate Shipments, Inaccurate Descriptions, Damaged in Transit or Warranty

  • A defective item is one that is inoperable but has no apparent cosmetic damage
  • The refund will be at full value for the returned product unless otherwise noted
  • You will be issued a call tag to return the returned products at Hornby America's expense or you may be compensated for the return shipping
  • Refunds for returned products will applied to the credit card that was used to make the purchase
  • Credits will be applied within three business days after the return is accepted back to HornbyAmerica.com's facility
 

Refunds and Credits

Upon processing your return, HornbyAmerica.com will notify you via email.  Your credit card will be credited the same day you receive the email.  The return credit should be reflected on your statement within one to two billing cycles, depending on the financial institutions billing cycles.

Click here for a full list of our site Terms & Conditions.

 

Pre-Orders

  • What is a Pre-Order? It is possible to secure some items before they come into stock by pre-ordering on the website. This is especially useful when a product is anticipated to be popular, and could sell out in a short time once released.
  • When will my Pre-Order arrive? The product listing gives an estimated arrival time for the product. We will contact you by email if this changes significantly. When stock arrives, pre-orders are despatched in the order that they were placed. You can keep track of your pre-orders by logging into My Orders.
  • When will I be charged? Your card will only be charged once your pre-order has been despatched.
  • Are my card details safe? Yes – we use an external, secure payment system, Braintree (part of PayPal) to store and handle your card details.
  • Can I cancel my Pre-Order? Yes – you can cancel a pre-order before it has been despatched. Log into My Orders, or contact our Customer Care team with your pre-order number on 1.877.358.6405 or CustomerSupport@hornby.us
  • Can I pay by PayPal for a Pre-Order? At present pre-orders can only be made using a credit or debit card.
  • How many items can I Pre-Order? There is no limit to the number of pre-orders that you can place. However, for some products there may be a limit on the number of units that can be pre-ordered. This will be clearly marked on the product listing.
  • Why is more than one delivery charge showing in my basket? Pre-order items will be despatched as soon as they come into stock. If you have different pre-order items in your basket, or a mixture of pre-order and in stock items these will each show a separate delivery charge if applicable.
  • What happens if my registered card expires before my item comes into stock? If your card expires, we will send you an email asking you to log into your account and update your card details.
  • What if I decide to pay with a different card after I place my Pre-Order? You can change the registered card for each pre-order by visiting My Orders.
  • Will you definitely have the stock to fulfil my Pre-Order? Yes – unlike some websites, which take Pre-Orders without securing stock in advance, we guarantee that we have secured stock levels for our Pre-Orders. In the unlikely event that we cannot honour your Pre-Order (except when a product is completely withdrawn before release) we will give you a $10 gift voucher to spend on the Hornby website.
  • Can I make a Pre-Order by post or telephone? At this time we can only take pre-orders via the website.
  • Can I use a Club or discount code on Pre-Orders? Yes you can.

 

Can I get spare parts for my older Rivarossi train?

A: In 2004 Hornby Hobbies purchased the Rivarossi name, tooling and trademarks. No parts were included or available at the time of the purchase having been sold prior to the Hornby purchase by the Italian bankruptcy courts. However, new models produced since the purchase have some avaliability.

 

Other questions?

A: You can e-mail Customer Care at CustomerSupport@hornby.us

 

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