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Customer service and Security

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 may be eligible for free shipping, including contiguous United States, Alaska, Guam, Hawaii, Puerto Rico, and APO addresses, this is at our discre. 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.

 

Excel RC does not include shipping insurance on most shipments.  You can request insurance by contact our customer service directly.  This will be offered solely at our discretion.

 

All customs and brokerage fees are the resonsibility of the customer.  Any issues with import of particular items are the responsibility of the customer.  Please know your country's import rules and regulations before placing an order with Excel RC.

 

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.

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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.  We also source external security and malware scanning services to insure your informational safety.

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Payment information

No matter what payment method (PayPal or credit card) you choose to check out, the transaction is processed by either the PayPal Payment Gateway and is secured by PayPal; or the Authorize.net Gateway and is secured by Authorize.net. We do not store any of your sensitive financial information such as your PayPal account name or your credit card details in our local computer nor our website server.

 

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

 

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

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Returns & Replacements

 

 

Excel is committed to your satisfaction with your purchases, we will provide assistance with obtaining service under manufacture's warranty policies. Most manufacturers do not accept returns from dealers for products that are defective, they will only service retail customers. If a manufacturer allows, Excel will provide warranty exchange or service on their products. New, unopened merchandise may be exchanged or returned for store credit with your original receipt within seven (7) days of purchase subject to the conditions below:

 

"Made to Order" items such as custom built "Ready To Fly" models can not be returned.

 

Excel reserves the right to decline and return or exchange where the product or packaging in not in “new” condition. “New” condition means the complete product is in the original carton, UNACTIVATED with all equipment, packaging, warranties, manuals and accessories. Electronics, such as flight controllers, ESC, Transmitters, Receivers, Video Transmitters (VTX) and the like cannot be returned or exchanged once opened. All warranties for these items are through the manufacturer. RTF (Ready to fly) and BNF (Bind and Fly) kits may be returned or exchanged with 7 days if un-flown, unactivated and in “new” condition. Opened items cannot be returned or exchanged. All warranties for these items are through the manufacturer. Any exceptions to these conditions are at the discretion of the management.

 

Prior Authorization for Product Returns and General Policies

 

If you are not satisfied with our products, please make sure to contact us via email to support@excelrc.com first in all cases.

 

To return a product to Excel, you must get prior authorization and a Return Merchandise Authorization Number ("RMA") from Excel. This number can be found on the printable Product Return PDF that is accessible after a return request has been accepted. The RMA number must be displayed prominently on the outside of the box, and you must include a copy of your Product Return PDF. An item returned to us without a Product Return PDF or RMA number can not be accepted and will be returned. Excel may require a 10% restocking fee for returned merchandise in its sole discretion. A re-stocking fee does not apply to defective products. All merchandise returned must be packaged well to protect it from shipping damage, and must be sent with a shipping method that provides tracking information. Excel can not be held responsible for damage that occurs in transit. For merchandise that a customer wants to return for a refund, Excel requires that the item and its packaging be in un-used, "like new" condition with all original packaging, cabling, manuals, etc. included, or the return will be refused. Inspect your product carefully before shipping as any signs of wear or use will result in a refused product return. No items are accepted for exchange or return after 30 days from the purchase date.

 

Defective Merchandise

 

If allowed by manufacturer, Excel will allow defective merchandise to be returned for an exchange only. Note that if Excel is unable to reproduce the problem(s), the item will be shipped back and you will be charged for the return shipping. Whether or not an item is considered defective is determined in the sole discretion of Excel. Excel will not be liable for equipment that might have been lost and/or damaged as a result of defective merchandise. As an example, if a video transmitter you received from Excel is defective and stops working during flight causing you to loose your airframe, Excel may replace the defective video transmitter, but not any other equipment that might have been lost and/or damaged due to the defective video transmitter.

 

Shipping Costs

 

If you are returning an item for a refund, or exchanging a functional product, you are responsible for covering the return shipping costs.

 

If you are exchanging a defective item or an item you received in error due to a packaging mistake at Excel's warehouse, Excel will refund you the return shipping costs once we have received and processed your RMA.

 

For items returned to Excel, Excel will not cover the cost of "expedited" shipping. Please choose a standard shipping option that provides tracking (UPS Ground, USPS Priority Mail, etc.).  If you ar unsure about which shipping method to choose, please contact us and we'll be happy to assist you.

 

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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.

 

Order may be cancelled and refunded by us for any reason, including but not limited to; fraud, incorrect billing address, incorrect shipping address, other unverifiable information.  You will usually receive notification of such a cancellation with explanation.

 

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.

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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.