FAQ

How to shop at R2hobbies.com?

 

 

Additional Function
: Share the product you like on Facebook, Twitter or Youtube!
: Your friends might like/need it? E-mail them!

During Purchase
- If my country isn't on the list, I can't buy from R2hobbies?
- Your items priced Duties & Tax already?
- Is the parcel insured?
- The total amount currency only available in US, how about others?!
- Which one should I choose to check out, Check Out with Paypal or Check Out?
- How can I complete the payment?
- What not Paypal? Why only Western Union?

Discount Offer
- Redeeming Coupon?
- Hey, where's the 10% off membership offer?

After Payment
- What means by Short Payment? Why I have to pay extra for delivery?
- Do want to change my option but I have completed the payment already, can I?
- How will R2hobbies ship?
- Can I ship my order to address other than Paypal's ?
- What do the order status stand for?

Order Confirmation
- I didn't receive any confirmation email!
- Why only 24 hours for waiting my confirmation?!

Parcel Problems
- Where's my parcel?
- ROAR! There's missing item in my order!!! / The items are not working!!!
- Returning the items and check it for me?

I can't find my answer from the above:
Simply click or send your question to cs@r2hobbies.com.
Why there's no one answer?

If my country isn't on the list, I can't buy from R2hobbies.com?
Nuhnuhnuhnuh, we ship worldwide!
If your country isn't on our list, contact us(cs@r2hobbies.com)!
Ordering on our website isn't the only way!

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Your items priced Duties & Tax already?
Sorry that they're not, but we will try our best to help you avoiding the Duties & Tax.
Your parcel will be declared as "Gift" and at Lower Value.
It will be declared based on different countries' Maximum Tax Allowance.
Send us your special request to cs@r2hobbies.com.
*We'll not responsible for any duties and charges.
Actualy, our price is as low as the production cost, we enjoy very low profit margin only.
Thanks for your understanding! : )

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Is the parcel insured?
The parcel is fully insured based on the declared value.
We'll claim the insurance if the Deliver confirmed the parcel is lost.
We're not sure the exact time will spend for receiving the insurance successfully.
It all depends on the Deliver but we'll keep urging them for not keeping you waiting!

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The total amount currency only available in US, how about others?!
Our exchange rate based on XE.COM, you can check it for reference.
My result is different from the invoice! Why? Exchange rate always fluctuates, there should be a bit different when we process your order. We hope you'll understand.

 

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Which one should I choose to check out, Check Out with Paypal or Check Out?
Check out with Paypal : For verified paypal account user.
This is an express check out channel for Registered Paypal User, you can simply complete the payment and we'll then arrange the delivery to the Address which stated in your Paypal Account.
Check Out : If you have special request like to applying coupon or shipping to different address(Not Paypal one), you can check out through this way and you can insert the needed information. No worries, this channel allows all payment method.

 

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How can I complete the payment?
We accept the following payment method:

  • Bank Deposit
    • Bank Name: HSBC Bank Australia Limited
      BSB No.: 343 003
      Account No.: 150 109 412
      Name of Account Holder: Wa Chai To
      * Please use your order number or email as the payment reference.
    • Bank Name: Dresdner Bank AG in Frankfurt am Main
      Account No: 9 751 749 00 in Euro
      Bank code: 500 800 00
      IBAN: DE37 5008 0000 0975 1749 00
      SWIFT: DRES DE FF
      Account Name: Tam Ting Pong
      * Please use your order number or email as the payment reference.
  • Paypal to our account: cs@r2hobbies.com
    *Your account must be verified
  • Visa / Master Card 
  • Western Union Money Transfer
    Name: TSANG(Surename) Yung Tai
    Address: P.O. Box No. 975, Tsuen Wan Post Office, 1/F Tsuen Wan Gov't offices, 38 Sai Lau Kok Road, Tsuen Wan, NT, Hong Kong.

* Please kindly keep the copy of your payment's receipt and send it to us once you have completed the payment.
Thanks for choosing our products and our company! : )

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What not Paypal? Why only Western Union?
This will happen for specific countries like Indonesia as it will take less time to confirm the payment, so we only provide this payment method.

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Redeeming Coupon?
Just few simple steps!
1. Checking out on our website(Orange button)
Not checking out by Paypal(Yellow button)

 

2. Insert the Coupon Code and press "Apply"

3. "Coupon Applied" will be shown once the coupon is successfully applied.

4. Double Check : )


*If it's not working, please send the coupon code and your order number to cs@r2hobbies.com.

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Hey, where's the 10% off membership offer?
:p Sorry! There's no conspicuous marking for the membership offer, but you can compare the price before logged in and logged out. As follow:


*Remain the same? Contact us:cs@r2hobbies.com!

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What means by Short Payment? Why I have to pay extra for delivery?
Some specific items are too large or too long and exceed your Country Post Office's Deliver Size Limit.
*You can find the NO Small Packet Icon shown under the items.
Here you can find those specific products as reference:
- RC Models : Can ship by Air Parcel / EMS only as it'll give better protection
- Carbon Fiber Items or Balsa Wood : They're 2M long and exceeds Hong Kong Post Small Packet Size Limit
In additional, some customers will order several models or big order which makes 1 HUGE Parcel and we're unable to ship it.
In case of this, we'll separate your parcel into several smaller ones and re-calculate the postage.
We'll make the postage will as low as possible, but sometimes it still exceeds the initial postage you have paid for.
If so, we'll send you an email to ask for the additional payment.

We knew that our system still allow you to choose Small Packet for the above products, we're sorry for this.
This's a BIG BUG in our website, we're now working on this.
We hope you'll understand.

 

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Do want to change my option but I have completed the payment already, can I?
Sure! Of course we would like to ship you the most preferable one but it might fail as our Packing Team will soon pack your order and send to our Delivery Department. But of course! We'll try out best to change it for you!

 

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Can R2hobbies ship my order to address other than Paypal's ?

No. Unfortunately, we can only ship the order to your registered shipping address with Paypal which is Paypal policy.

If the receiptent is not the card holder, we might ask for credit card statement of the used credit card for further security check.

Alternatively, we do accept bank deposit in Australia and European countries to our local banks or Western Union Money Transfer. The receiptent and shipping address will not be limited. 

 

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What do the order status stand for?
- Payment is not confirmed yet : We're still waiting for your payment
- Order is being reviewed : We're checking your payment
- Payment is confirmed and will be packed shortly : Your payment is completed! We will pack it soon!
- Order has been packed and will be shipped shortly : The packing is done! Waiting for Deliver to pick-up.
- Waiting for customer Confirmation : We sent you an email regarding the order, check your mailbox right now!
- No Record : Oops, the items you have ordered is temporarily out of stock. We're sorry about that! Please check your mailbox, we should send you our apology. We'll urge the restock shipment!
- Tracking Number Shown : Hurray! We shipped your order. You can trace the parcel from the Deliver On-Line Tracking System / Your Local Post Office

 

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I didn't receive any confirmation email!
O?! Was the email fall into the Spam Box? Will your server block our account?
Simply contact Us :cs@r2hobbies.com if it's not!
*Please provide your order number and the email you used for registering the order.

 

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Why only 24 hours for waiting my confirmation?!
What we expect the service you will enjoy isn't only sending you great items you desire, and also speedy delivery.
We don't want to keep you waiting.
Many customers complaint that they have waited too long for the order.
Besides, we found that our confirmation email always fall into customers' Spam Box and they're unable to check it.
Therefore, for avoiding delay, we'll wait for 24 hours.
We hope you'll understand!

 

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Where's my parcel?
You can check your order from the following website:
By R2hobbies Order Number :http://r2hobbies.com/eng/orderstatus.php
By Tracking Number :
- Hong Kong Post : http://app3.hongkongpost.com/CGI/mt/enquiry.jsp
- UPS : http://www.ups.com/
- German Post : http://www.deutschepost.de/dpag?lang=de_EN

We'll trace the parcel with the Deliver if the parcel doesn't reach you after 3 weeks( The procedure will take no more than 3 months to complete)
We're sorry for the time taken but the post office needs some time for communication. (Different languages. Need more time. :p)
*Please notice that DONOT sign for the parcel if you find any cracks or damages found on top of the parcel.
Or we can't claim for the insurance if the items inside are damaged.

 

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ROAR! There's missing item in my order!!! / The items are not working!!!
Please claim down (Though we know it's hard.).
Trust us; we're willing to solve this!
We aim to make you have a happy purchase and trying our best to do that. So may accept our little carelessness! Sorry!
First & the most important : ***Don't throw away the Parcel Packing***
If the parcel was cracked / damaged once you received it, bring it to your local post office and prepare a "Received Item Damaged Report". Then, simply send it and a letter with your signature to us.
We'll then contact the Deliver for claiming the insurance. If not, in order to understand your situation :

 

  • Please take some photos (Amazing if video is available ) on all the received items
  • How you connect all the devices if you found the items are defective
  • Send them to cs@r2hobbies.com.
  • In the Email, please state your Order Number & the problem.
We'll then check it for you once we receive your photo.
If we can't solve the problem through Email, the only way is returning the item to us to check.

 

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Returning the items and check it for me?
*We only accept brand new item which wasn't misused/modified.
Please kindly return the brand new item to this address here below with your detail, order number, and brief description.
*Please kindly notice: Postage isn't refundable. Name: Tam Ting Pong
Address: P.O. Box No. 975, Tsuen Wan Post Officem 1/F Tsuen Wan Gov't Office, 38 Sai Lau Kok Road, Tsuen Wan, NT, Hong Kong

Once we receive the parcel, we will contact you immediately. We will keep you update.

 

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Why there's no one answer?
We're really really sorry for the delay reply! However, we're located at the other Hemisphere so we're not unable to answer your email at once! (We're off when most of you are placing the order :p ) It's hard but really thanks for you all patience! We'll reply the email once we're back to office and handle the case asap!
For defective items issue, it will take longer as our technician will need some time to test your situation!
Again thanks thanks thanks for your patience and understanding!

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I have completed the payment by credit card. Why my order cancelled?
R2hobbies accounting department would check all the incoming payment for security purpose. Your payment would be declined for the following reasons:

  • Card holder name does not match to the recipient name.
  • The shipping address does not match to the credit card billing address.
  • Advised by Bank.

If your payment does not pass the security check, your order will be cancelled and the payment will be credited back to your credit card.

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How long my order would be valid if I check out the order by bank despoit / Western Union Money Transfer?
R2hobbies would only reserve the goods for your order for 5 business days. If no payment is received, the goods will be released to public and the order will be cancelled.

If your payment is completed after 5 business, we will still process your order. However, your order will be re-queued and at risk of Back Order.

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