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Customer Service

Shipping & Delivery

An order placed before 2:00pm Eastern Standard Time will be shipped the same working day.

We ship on Monday-Friday by US postal service (USPS) and UPS, and Saturday morning by USPS if a local post office is open. Any order placed on Saturday morning may or may not be shipped the same day. Orders placed on Sunday and US holidays will be shipped the next working day.

Domestic:

Orders above $500 are eligible for free shipping, including contiguous United States, Alaska, Guam, Hawaii, Puerto Rico, and APO addresses. We will use either USPS or UPS that most packages can be delivered in 3-5 working days, but not guaranteed. However, for packages contain large and heavy items, such as power supply, we may use parcel post service or UPS Sure post that may take up to 7 working days to be delivered.

USPS First Class Mail and Priority Mail, Express Mail, and UPS services can be used for domestic addresses. Tracking number and delivery confirmation will be provided to the customer when they are available. If you have not received a tracking information E-mail, please log into your account and click the "view order" link, then click "Track your order" link to find out the tracking number and ship method.

USPS Priority Mail is typically delivered in 3 working days. But very occasionally a priority mail package may be delayed for several days in the mailing system. If delivery time is extremely critical to your order, we would recommend Priority Mail Express or other couriers.

Domestic First Class Mail is only 1-2 days slower than Priority Mail in delivery. We suggest domestic customers choose First Class Mail for an order under 15 oz to save shipping cost.

Real shipping cost is calculated according to package weight and distance, and can be found in the checkout page after delivery address is specified in the fields.

Any order of $200 and above requires addressee's signature confirmation upon receipt of the package. Please contact us in advance or leave a comment in the message box if you want to waive signature confirmation.

We always check the legality of potential fraudulent orders. This procedure may lead to 1-2 working days delay in shipping in some rare cases.

We do not ship products to shipping forwarding companies. Any order shows this kind of address will be cancelled and refunded without notification.

International:

US Postal Service (USPS) First Class Mail, Priority Mail, and Express Mail (EMS), UPS and DHL services can be selected for international addresses. Shipping cost is calculated according to package weight and distance, and can be found in the check out process. A package usually takes around 7-10 days to be delivered, or occasionally up to 45 days depending on the processing speed in your country, especially in some countries such as Brazil and Russia.

USPS First Class Mail is a budget shipping method. As soon as a First Class Mail package left USPS Chicago hub there will be no tracking information available. If you need detailed tracking information and timely delivery please do not use this shipping method.

Presently we cannot ship lithium batteries internationally by US Post Service or any other air shipping method. Please select UPS Ground if your order contains LiPo or LiFe battery.

We do not ship products to shipping forwarding companies. Any order shows this kind of address will be cancelled and refunded without notification.

Privacy & Security

This privacy policy sets out how Excel Drones uses and protects any information that you give Excel Drones when you use this website. Excel Drones is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Excel Drones may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. For our full Privacy Policy please visit

Excel Drones Privacy Policy

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. 256-bit Rapid SSL secures all the login, register, and check out pages.

Returns & Replacements

Warranty

For all warranty services, please contact us via email to mailto:support@excelrc.com to obtain an RMA number and customer service request form so we can process your request without confusion and delay. It is imperative that the customer service request form be completely filled out and returned with the product requiring service. Products arriving without the required documentation may be delayed in the warranty process.

New Product Return

If you are not satisfied with our products or our services, you can return the products in 30 days from the date that you receive those items and your payment will be fully or partially refunded depending on the condition of the returned product. Products purchased more than 30 days may be exchanged for warranty but are not eligible for refund. Please make sure to contact us via email to mailto:support@excelrc.com first in all cases. We will send you a RMA code and a customer service request form.

Returned product should be in mint condition. Damaged products that are not covered by warranty are not eligible for return and refund. All accessories come with the product should be sent back together.

No restock fee will be charged if the product is in new condition with its original packing. Otherwise a minimum 10% or up to 20% restock fee of the original price will be charged depending on the condition of a returned product.

Refund will be deposited into the account you made payment to us. Please allow us 3-5 working days to check the product before refund is released.

In any cases shipping fee is not refundable. Shipping cost will be deducted from free shipping orders.

Ordering

Order cancellation

We ship out most orders out in 24 working hours. If you want to cancel an order please call our customer service or leave a message ASAP.

Pricing Disclaimer

All prices on this web site are subject to change without notice. Whilst we make every effort to provide you the most accurate, up-to-date information, occasionally, one or more items on our web site may be incorrectly priced. In the event a product is listed at an incorrect price due to typographical, photographic, or technical error or error in pricing information received from our suppliers, Buddy RC shall have the right to refuse or cancel any orders placed for product listed at the incorrect price.

Payment, Pricing & Promotions

We accept Visa, Master, Discovery, and American Express credit cards, as well as PayPal. Presently we cannot accept debit card.

For international orders we only accept payment by verified PayPal account with confirmed address.

We may contact you if we have any doubtfulness or question in your order. Please leave real contact information for us to verify your order.

Presently we do not accept back order since some times it is pretty hard to predict the arrival time of some products. If you want to be notified when a product arrives. please click the "Sign up to get notified when this product is back in stock" link on the product page. A notification E-mail will be sent to you automatically when the stock status is updated.

Very occasionally there may be an inventory mistake and may lead to incomplete fulfillment of your order. In that case our customer service will contact you to get your permission to process the order.

We do not ship orders to shipping forwarding company. An order shows this kind of address will be cancelled without notification to a customer.

Viewing Orders

Orders you have placed can be seen in your account section.

Updating Account Information

You can update your personal information including shipping and billing addresses in the My Account section of our site.  Please remember to change your password often.

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