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FAQ

How to shop with us

We recommend our customer to register an account and log in with cookie after filling up the password. Recommend using Your PayPal email account or Your frequently used email address as YOUR LOGIN ID. However, remember to log off if you are not using your own machine.
Customer should be able to view the order status from the order history after logging in. 
Otherwise, please contact us immediately. Or otherwise, the order will not be processed accordingly!
Make sure that you find your item available from rcMart. If you search the item from other search engine, their cache memory may mislead you about the existence. Therefore, it would be more appropriate if you search item from rcMart directly.
In case, an order has been sent to rcMart, we would like to try keep shipment on appointed schedule. However, please make sure that you have all valid information in your order or in your personal profile. Please confirm the following information: 
valid email address, 
valid country, 
valid phone number, 
valid address. 
Otherwise, your order will be deferred as a result. 

Please check our mail address from our About Us Page!
When you cannot find the country while you register in rcMart, please contact our customer service team for assistant.   NOT all country we can ship the good to. We will inform you if we cannot ship to your country.  

Please also provide any address approval documents such as driver license or bank statement or passport etc to us in order to speed up our processing time.

P.S.: The shipping cost will be different to the real shipping cost in checkout process, may be up or down, while purchasing in rcmart if you are choosing not on the list country.
How to Enable Cookies 

To enable cookies, follow the instructions below for the browser version you are using. 

Mozilla Firefox (1.0 final release and earlier)
Go to the "Tools" menu.
Select "Options".
Select the "Privacy" icon in the left panel.
Check the box corresponding to "Allow sites to set cookies".
Click "OK" to save changes.

Netscape 7.1/Mozilla 5.0
Select "Preferences" from the Edit menu.
Click on the arrow next to "Privacy & Security" in the scrolling window to expand.
Under "Privacy & Security", select "Cookies."
Select "Enable all cookies".
Click "OK".

Microsoft Internet Explorer 6.0+
Select "Internet Options" from the Tools menu.
Click on the "Privacy" tab.
Click the "Default" button (or manually slide the bar down to "Medium") under "Settings".
Click "OK".

Microsoft Internet Explorer 5.x
Select "Internet Options" from the Tools menu.
Click on the "Security" tab.
Click the "Custom Level" button.
Scroll down to the "Cookies" section.
To enable:
Set "Allow cookies that are stored on your computer" to "Enable".
Set "Allow per-session cookies" to "Enable".
Click "OK".

Microsoft Internet Explorer 4.x
Select "Internet Options" from the View menu.
Click on the "Advanced" tab.
Scroll down to find "Cookies" within the "Security" section.
To enable:
Select "Always accept cookies".
Click "OK".

Netscape Communicator 4.x
Select "Preferences" from the Edit menu.
Find the "Cookies" section in the "Advanced" category.
To enable:
Select "Accept all cookies" (or "Enable all cookies").
Click "OK".
Wholesale price only offered to hobby shops for resell purpose.   Please send your company/ shop profile to us by email or fax. 
Address approval is required.

Due to the fast-paced nature of our business, if the item you are looking for is unavailable in store or online, it’s unlikely the item will be restocked in the future. The best way to find out would be to keep an eye out on the website, or subscribe to our newsletter.

You can also send your list of items to us and we will get back to you as soon as possible.

We welcome to visit our retail shop at Yau Ma Tei, Hong Kong.   For detail of Retail Store & Order Pick Up, please click Retail Store & Order Pick up

You can send us your payment via international bank transfer/ wire.   

* Please visit our payment page for bank detail, link available at the footer of the website.

* Order ID must be noted for securing a fast and reliable delivery 

* Order ID can be found from the order history after logging in.

Order status can be referenced from customers's account order profile after logging in.

Customer may keep tracking on your order status at any of your convenience.

Payment


Tele-transfer: 
Please check with your local bank. 

Paypal: 
Please Check with paypal. 

Please submit any evidences if you have made a payment.  We will keep an eye on it and acknowledge you as soon as it arrived.

Paypal is highly recommended for the online trade. It helps to validate the payment faster and the parcel can reach customer earlier.   Go http://www.Paypal.com to register your paypal account



Our credit card payment gate is provided by our local bank and all information are using SSL 128 bits encryption for data transfer. 
Please make the payment in your own private machine at home. 
Please do not share your credit card information to your friend for any payment.
Please make sure that your credit card information matched your registered account at rcMart.com 
Please make sure that your phone number is reacheable and your address is correct before you can confirm your order. 
Please make sure that your credit card information has not been expired.
For the usage of store credit, it will be deducted in your next purchase automatically. Store credit can be used for item cost only; other expenses such as shipping cost should be paid.
For example: Store credit USD$10.00

 Case ACase B
Item costUSD5.0USD15.0
ShippingUSD5.0USD5.0
Total Order AmountUSD10.0USD20.0
You have to payUSD5.0USD10.0
Credit BalanceUSD5.0USD0

 

It is a MUST to send us a copy of bank transfer by email or fax after paying by Teletransfer / Wire.  It can help us to prepare your order in an earlier schedule. 

USD10 will be charged for handling free.  Remitter pays his local remittance charge.


If customer would like to pay by paypal, it is a must for them to complete all steps until they return to our eStore with a message "Your Checkout Has Been Processed!". Otherwise, it will pose a threat to lose your order connection. 

In the paypal session, you can press cancel to abort the payment at any time. If you want to complete the payment, nevertheless, please MUST press "continue" to return to eStore at the end of paypal session
Check order status in Order History after logging in! You will find a "paid" status if the payment is verified.

You should pay to our paypal account [email protected] 

If possible, please note down what do you pay for during transaction

We only withhold stock for confirmed & paid orders.   We can't withhold any product for customer without payment, as it is unfair to others.  

To avoid your favorite items running out of stock, you may apply paypal credit offered by paypal, but it is subjected to credit approval & may not available in your country.


We accept the following currency:-

USD is our dominant currency for customers worldwide
HKD is for Hong Kong only

Customer can send the above currency to us via tele-transfer/ wire.

Currently there are three on-line payment methods for rcMart order : PayPal, Pay Dollar and Bank Telegram Transfer/ Wire.  Please visit our Payment Page for details.

Shipping

The tracking number facilitates customer to track the parcel from the online 24 hrs service. 
The tracking number will be found from the order detail at order history. 
EMS ( EExxxxxxxxxHK ) :
The easiest way to make changes to your order is to cancel it online and place a new order.

Please do not send us a request through email for your order to be canceled, as it can take anywhere from 24-48 hours before emails are responded to and your order will most likely will have already been processed.


Please noted we DO NOT refund the shipping charge different if the orders finally combined successfully.  To save the shipping charge, the easiest way to cancel the orders online and make a new order.

Please avoid sending us a request through email for your orders to be combined, as it can take anywhere from 24-48 hours before emails are responded to and your order will most likely will have already been processed.

It is possible to do combine shipments, but it depends on the status of orders. 
Generally, we try to arrange same day shipment, and the cut off time will be at GMT 06:00.  
Please read the order status at order history. 

Status: Paid --> May Combine 
Status: Processing --> May Combine 
Status: Shipped --> Too late!

Again, please noted we DO NOT refund the shipping charge different if the orders finally combined successfully.  To save the shipping charge, the easiest way to cancel the orders online and make a new order.
EMS may have visited your home, while no one in. Therefore, they will keep in your parcel at your local post office. You should go to pick it up by yourselves.   Please always leave a valid phone number in your user account, so the post office may easy to reach you on phone.
Different delivery options will show up when you check out in shopping cart depends on your country & product size.   
You can select your favor shipping method which fits your budget & time frame when you check out from the shopping cart. 
Since the shipping cost is depended on the size, weight of the parcel and the shipping method (EMS and Regular Airmail) you have chosen. 

In fact, it is calculated online. Please register an user account, and put any product that you are interested in into your shopping cart and check it out. 

(P.S. You can abort the check out process at any time if you don't agree with final price.)

The registered number is only for delivery tracking from postal office. There is no online tracking available with this option.

The register number facilitates customer to track the parcel from POSTAL OFFICE at destinatiion only. 
The register number will be found from the order detail at order history. 
Parcel ( CPxxxxxxxxxHK ) 
Registered Airmail ( RAxxxxxxxxxHK )
Please refer to our Shipping Restrictions Page for detail
If order is sent by registered delivery, a reference number will be given by Postal Office.
In light of the registered number, the parcel can be tracked from the postal office of destination in case the parcel does not turn up in the expected time frame. In other words, it increases the reliability of delivery to customer. 

The normal expected time frame is 1-2 weeks. However, it could suffer delay up to 4-8 weeks due to the loading of post service in the designating countries.
Delivery time depends on your selection of methods.
Order Processing: 1 to 2 business days
EMS: 3 to 7 days
Registered Airmail: 7 to 30 days
For the benefit of between customer and us, if a parcel is damaged obviously during delivery, it is recommended to REFUSE accepting the parcel and DO NOT OPEN. Postal service should return to us. As soon as we receive the parcel, we will resend it again. Customer will pay NO additional fee in this situation.

What you can do with damaged parcel received?
In worst case, if you received a parcel that was damaged during delivery, please take a picture without opening the box. Then, please send the picture to us for further investigation!  Please don't return the parcel to us without notification. In recent, dog in custom are hazardous to parcel delivery.  EMS delivery is much more safety in this circumstance!


We have design quality delivery box for shipments. The stiff box is able to withstand up to 50Kg static load. The bubble bag inside is able to protect the tiny parts from most dynamic impact.
In addition, all parts will be ensured to be in an excellent condition as from the factory before we shipped out.
If it is sent by EMS, there is tracking number for your own order profile after log in. You can track parcel online.
If you decide to send by Registered AirMail, there will be an registered number provided for your referenece.
If you want to pick up the parcel by yourself while you visit Hong Kong at our pick-up points during office hours, you can choose "Store Pickup" as your shipping method since checking out your order.  

Or, if you want to use your own forwarder to collect your parcel at our pickup point, you can also choose "Store Pickup".

Customs Tax, Import Tax And Extra Charges

Goods and Services Tax on Low Value Goods Imported into Australia (GST)
 
The GST is a broad-based consumption tax on most goods that are purchased overseas and imported into Australia. From 1 July 2018, the GST is applied to the sales of goods on rcMart.com when such goods are imported into Australia at the border by a customer with a customs claimed value of less than A$1,000, as required by the Australian Government.

Customer may use their coupon or store credit offered by rcMart.com to offset a portion or total of purchase amount. The GST will be 10% added on the net payable amount, which shall be shown to the customer once the shipping address is confirmed on the checkout page. For example, if the net purchase amount is made for $100, the VAT will be $10 to sum up a total price of $110.

Once the checkout and payment are successfully completed, the customer will be able to find the details of the purchase order and tax paid in the invoice.

rcMart.com is liable for calculating, collecting and transferring the GST amount to the Australian Government. 

If there is an overpayment or an order has been cancelled by the customer. rcMart.com will be credited the excessive amount to the customer’s account as “Store Credit”.
Value Added Tax on Low Value Goods Imported into Norway (VAT)
 
The VAT is a broad-based consumption tax on most goods that are sold and imported into Norway. From 1 April 2020, The VAT is applied to the sales of goods on rcMart.com when such goods are imported into Norway at the border by a customer with a customs claimed value of less than 3,000 NOK; as required by the Norwegian Government.

Customer may use their coupon or store credit offered by rcMart.com to offset a portion or total of purchase amount. The VAT will be 25% added on the net payable amount, which shall be shown to the customer once the shipping address is confirmed on the checkout page. For example, if the net purchase amount is made for $100, the VAT will be $25 to sum up a total price of $125.

Once the checkout and payment are successfully completed, the customer will be able to find the details of the purchase order and tax paid in the invoice.

rcMart.com is liable for calculating, collecting and transferring the VAT amount to the Norwegian Government. 

If there is an overpayment or an order has been cancelled by the customer. rcMart.com will be credited the excessive amount to the customer’s account as “Store Credit”.
None of our pricing includes tax. We do not charge local taxes or extra fees on top of our advertised product price with shipping or handling. It is your responsibility to pay any fees (including taxes) charged by your local customs or postal office.
rcMart.com is not liable for customs charges, tax, duty payments required in your country.


To avoid return shipment charges such as "return shipping cost" and "duty amount", you are highly advised to settle these payments to avoid return. Please also be reminded that shipping fee is non-refundable and this will not be included in your refund once you refuse your package due to unsettled customs charges.

Complaints

Without a doubt, customer is highly recommended to contact with us immediately by email. Please quote the order id and list down the missing item(s) in point form to us for further investigation. 

In some occasions, large order could be split into two parcels. 

Please help to resolve the problem together if it does happen. We promise to resend in our own cost if it is found to be our mistake.
If an item is broken when it arrived and it is believed to be a manufacturing defect. Please list with the following information to us. 
* order id 
* model numbers 
* arrival date 
Please send pictures for faster processing. The only thing we will negotiate with manufacturer on behalf of you. Generally, exchange is possible if the manufacturer has got the exchange policy.
We have been trying our effort to minimize the occurance of mistake. Therefore, item with different colors are splitted as different item. 
Customer should confirm the correct item during checkout. 

If possible, please specify in the comment space. 
If it is identified our mistake, it is our pleasure to resend with our own cost. 
If there is still problem. Please contact with us for further confirmatoin. 

Remark: 
We will not be responsible if it is due to different color of monitor or taste of customer.
If item does not turn up in the expected time frame, please do the following procedures. 

* Please check the order details in order history. 
* Please find the register number or tracking number 
* Please check the order status 
* Please check the shipped out date 
* Please check the expected time frame 

Only if you choose to send by EMS Speedpost, you can track your parcel online 

If it is sent by registered air, please check your local postal office with the provided registered number. They should be able to give a reasonable explanation. 

If you can not make the above successful, please contact with us. 

Remark: 
Customer should pay for the resend shipping cost if it is due to : 
* the incorrect address provided by customer, or 
* returned shipping for any reasons. 

Customer Privileges

Basically, we have got TWO different level of privileges. They are 
1)  Wholesales Account
2)  Retail Account
Yes. We are welcome anyone who is interested to do business with us and resell our products in your local market. If you are confident, don't hesitate to apply for our wholesale account.
Once you register at rcMart, you are already granted with our retail user privilege. This allows you to shop with us and enjoy 


* Low cost shopping . 

* Fast and reliable shipping 

* The best after sale service


Generally, it is beyond our control if customer is willing to do. However, customer should be responsible for their privacy. We will contact customer with the email registered in customer profile. Therefore, it is not recommended for all privilege 

However, wholesale privilege is designed for the business nature. We can help to send to different addresses as instructed. 

All the privilege is protected, we wish that all customer should obey the rules and policy in the rcMart.
Wholesales Account will be offered to our customer if they have met our requirement: 
* Business nature 
* Business plan 
* Address approval document(eg. Telephone, Electricity Bill, etc) 
* Reasonable order history 
* Be able to understand and obey our shopping policy like shipping, payment and complains 

Wholesales Account can enjoy 
* All benefit from others privileges 
* Wholesale discount for all available items in our website
* Ddiscount rate can be from 5% up to 45% 
* Priority order is provided.

Returns & Refunds

Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase with our RETURN FORM within 7 days of receipt. The merchandise must be in new and unused condition and in its original packaging. There is no restocking fee for qualified returns. Your satisfaction is important to rcMart.

Mounting and running fuel through a model engine, installing software or discarding the packing material are some examples of what constitutes used merchandise.

Shipping fee is not refundable. Buyer should bear the shipping charge for returning the merchandise. We do not accept returns via COD or billed to rcMart in any way.

We accept no responsibility for crash damage and/or loss of kits, engines, accessories, etc. incurred during operation of a radio-controlled model. 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, etc.

Please contact our Customer Service Team before you return anything to rcMart.   
It is considered defective if the item you wish to return is inoperable, but has no apparent damage. Defective merchandise may be returned to us if it is in new and unused condition. Used or defective merchandise should be returned directly to the manufacturer for warranty repair or replacement.

Manufacturer defects found after the product has been used will be reverted to the manufacturer's warranty and they will handle any problems for you directly. If the malfunction product(s) is/are caused by improper usage, customer is required to cover the involved cost such as shipping cost and parts for repairing.

If you are ready to ship, please follow the return procedures and contact us before sending the items back
Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with apparent shipping damage, please refuse the delivery.

If you have already accepted delivery and then find shipping damage, please contact us immediately. Save all packaging material and paperwork; do not throw anything away! If you attempt to return the merchandise yourself, you will jeopardize our chances of making a claim, and you may not receive credit for the return.

Postal damage claim will be processed by Hong Kong Post office and rcMart will keep you be informed about the status. No further action will be made if your claim is late than 7days upon arrival or without proper authorization
All products selling in rcMart is factory sealed and has passed factory test before delivered to rcMart. rcMart will only sell original and genuine products.

If customer faces any situations with warranty, you should read other FAQ or contact our customer servie.

Please enjoy your shopping with rcMart and we are trying our best to provide variety of high quality, but cost effective products on the market.
Before return,
(1) Please make sure the merchandise is eligible for return. Only qualified return will be processed by us.
(2) Log in your account.  Then go >My Account> Order History.  There is a return icon next to your order history.
(3) Please complete the form to request a RMA number.
(4) Attached the RETURN FORM with the return merchandise & ship to our Hong Kong Warehouse.

When you return an item, your refund and how your refund is issued may differ based on the condition of the item, how long you've had the item and how the item was purchased. 

In most cases, we will refund as our store credit for your next purchase at rcMart. 

You can check the refund status by login your account.

Reward Points Program