Question & Answer
Q01: How can I track the shipment of my order?
A01: We will provide tracking number within 48 hours after we ship your order.
Q02: Will there be on-sale items out of stock occasionally?
A02: Some of the on-sale items would be taken off shelf when they are sold out.
Q03: How long do I have to wait if the product I order is currently out of stock?
A03: It normally takes 3-6 weeks for us to restock the items.
Q04: Why does it take so long for the package to arrive?
A04: It may happen during public holidays or other special occasions such as customs inspection.
Q05: How do you send the products to me? And how long would it take?A05: We will use different shipping couriers to ship the products depending on your location. The delivery time normally takes 5-20 working days.
Q06: Can I order some special products which are not shown on the website?
A06: Feel free to contact us if you have any special requests.
Q07: I am not able to pay online after making the order, what is the problem?
A07: We recommend you browsing ChinaHobbyLine.us with a desktop computer or try with another browser.
Q08: What is the maximum weight of an order to be accepted?
A08: We follow all the rules and polices of our shipping couriers. Your order may divide into partial shipment if it is exceeding the limit of the shipping courier.
Q09: Who should I contact if I got any problems with the products?
A09: Please contact our Customer Service Centre by email.
Q10: What should I do if the products come across quality issues, damage or other problems?
A10: Contact our Customer Service Centre for replacement of product. You should attach photos of the damaged product (with Product ID) along with your email. We will review your case upon receiving the information and will send you a replacement when we have confirmed your product is defective.
Q11: Will ChinaHobbyLine provide after-sale service if the product is damaged during shipment?
A11: You are recommended to open the package and check the products carefully before acknowledging receipt from the shipping courier. We will review case by case.
Q12: Can I return a product if I change my mind?
A12: If you made a wrong decision or simply change mind upon receipt of the product, you may contact our Customer Service Centre within 7 days upon receipt of the product to arrange a refund. The product should be returned to us in a brand new and unused condition with its full packaging, 30% restock fee and return shipping cost has to be paid by the customer.
Q13: Can I order from the EU Warehouse?
A13: Our EU Warehouse is located in Poland and it ships to the following countries, the delivery time is for reference only and not guaranteed.
Austria, Belgium, Denmark, France*, Italy, Luxembourg, Netherlands (4 - 6 working days by GLS).
Bulgaria, Croatia, Czech Republic, Estonia, Finland, Greece*, Hungary, Ireland, Latvia, Lithuania, Portugal*, Romania, Slovakia, Slovenia, Spain*, Sweden (4 - 6 working days by UPS)Germany, Poland (2 - 3 working days by UPS)
* Due to carrier limitations, shipping from EU Warehouse to the following areas is not available. Please select International Warehouse for these areas.
France: Postal Code 20xxx
Greece: Postal Code 1xx xx
Portugal: Postal Code 9xxx-xxx
Spain: Postal Codes 07xxx, 35xxx, 38xxx, 51xxx, 52xxx
Q14: Does the prices appear on Chinahobbyline.com include any taxes?A14: No, import taxes, customs duties, and fees are not included in the price. Import taxes, customs duties, and additional fees for customs clearance must be fulfilled by the recipient.