Shipping Policy:
At Crawlers' Den, we take great pride in offering a reliable and efficient shipping process for all online purchases. The following outlines our shipping policy:
-
Shipping Methods and Times: Crawlers' Den ships products using reputable carriers, with tracking and delivery confirmation standard on all shipments. Estimated delivery times will be provided upon order confirmation. Please note that delivery times are estimates only and may vary due to factors outside of our control.
-
Shipping Fees: Shipping fees are calculated based on the weight, size, and destination of the order. Customers will be able to review shipping costs before finalizing their purchase.
-
Order Processing: Orders are processed during normal business hours, Monday through Friday. Orders placed on weekends or holidays will be processed the next business day.
-
Not Received Items: If a customer has not received their shipment, despite the carrier's indication of delivery, the customer is advised to refer to our Return Policy.
-
Liability for Shipment: Once an item has been shipped from our warehouse, Crawlers' Den transfers liability for the product to the carrier. The risk of loss and title for such items pass to you upon our delivery to the carrier. Any claims for lost or damaged items should be directed to the carrier, as per the guidance provided in our Return Policy.
Please note: Crawlers' Den reserves the right to modify or update this Shipping Policy at any time without prior notice. By purchasing from our online store, customers agree to the terms outlined in this policy. For any questions or concerns regarding shipping, please contact our customer service team at sales@crawlersden.com.
Our Commitment: Crawlers' Den is dedicated to ensuring a smooth and satisfactory shipping experience for all our customers. We thank you for choosing us for your hobby needs and look forward to serving you.
Return Policy:
Crawler' 'Den is committed to customer satisfaction while ensuring a fair and equitable return process.
- Special Order, Discontinued and Clearance/Stock Reduction items cannot be returned. All sales on these products are final.
- Customers wishing to return a product must do so within 15 days calendar days of receipt.
- To qualify for a return, items must be in their original, unused condition, with all tags and packaging intact.
- Before returning an item, customers must contact our support team at sales@crawlersden.com to obtain a Return Authorization Number (RAN). Returns without a valid RAN will not be accepted.
- Shipping fees for returned items are the responsibility of the customer, except in cases where the item is defective or the wrong item was shipped.
- Refunds will be processed to the original method of payment within 7-15 business days upon receipt and inspection of the returned item.
- All items being returned must be in new condition, remain unused, and must be in the original packaging. Once an item has been used we will not accept a return for any reason including potential warranty concerns. Some items are subject to the special conditions, please see below.
Crawler's Den reserves the right to refuse returns that show signs of wear or damage not present at the time of purchase, or items returned beyond the specified return period. This policy is designed to protect Crawler's Den from consumer abuse while ensuring our customers have the confidence to shop with us.
Defective Merchandise:
The original manufacturer, not Great Hobbies, is responsible for all manufacturing defects and liabilities in their product.
If you receive a product that is damaged or thought to be defective out of the package, bring it to us before putting it into service and we can help determine if a manufacturer's defect does exist. Great Hobbies will repair or replace the item at our discretion based on standard practices that each manufacturer sets forth. Please be aware that items of a technical nature such as electronics and engines are serviced or warrantied only by an authorized service center and may have to be sent away for evaluation or repair.
As a courtesy to the customer, if, within 30 days of purchase, a warrantied problem is encountered after the item is put into service and has been subject to normal use, we will contact the manufacturer on your behalf and do our best to resolve the problem. We will not simply replace the item as the manufacturer may choose to repair your item and return it to us. After 30 days from the date of invoice or in instances where the item has been misused or modified in any way other than that intended by the original manufacturer you will need to contact them directly for warranty service.
Missing Parts:
If you find a part is missing from your product please contact us within 30 days from the date of invoice. On your behalf we will contact the manufacturer to obtain a replacement item or, at our discretion, choose to replace the item from our existing inventory. We strictly adhere to a "No Tamper policy which means we will not remove a component from a product to address warranty or missing part concerns. This ensures you as the customer always get a factory new condition product from Great Hobbies.
Special Conditions:
Certain items cannot be returned for any reason. This includes all Software, Glue, Paint, Batteries, Fuel and Glow Plugs. Other items cannot be returned once opened. This includes but not limited to Plastic Models, Rocket Engines/Igniters, Science or Activity kits. Items such as servos, other electronics or Engines that have been mounted, show use or wear are considered used and non-returnable.
Mail Order Returns:
If you want to return something, please do not mark on, or damage the product packaging in any way. Remember, the item must be in new, resalable condition. We protect all shipments with additional packaging when shipping to you, we ask for the same courtesy in return. It is amazing how many people just throw a label or scrawl an address on the product itself to return it and expect to get a refund! It would not be credited with a full refund as chances are we would have to sell it at 'scratch and dent' prices.
Please contact our customer service department at sales@crawlersden.com to obtain return authorization before sending the return back.
** Do not, under any circumstances, return an item, for any reason, without getting prior authorization! **
When returning an item, include a written explanation for the return as the person processing your package will not necessarily be the same person you speak to on the phone. Don't forget to include your full name and address so we know who sent the return.
If, by error, we have sent you a product which was not what you had ordered, we will be happy to replace the item for you. Email our customer service at sales@crawlersden.com for authorization and return instructions. Again, the item being returned must be in new, unused condition, in the original packaging. Do not use a product if it is not what you had ordered unless you intend to keep the product anyway. We will not accept used merchandise for return and we will not accept packages sent to us COD.
If the return is an item that we shipped to you incorrectly we will credit you with the cost of shipping the returned item. For all other returns, return shipping will be borne by the sender.
Gift Cards:
Once gift cards have been purchased, they may not be returned for cash. The value of the card must be applied to the purchase of a product.
Any product that is purchased with a gift card and subsequently returned, the refund will be issued by the same means as it was originally paid. If some of the purchase was paid by gift card, the same amount will be reapplied to the gift card.
Purchases Using Coupon/Promo Code Discounts
Please be advised, returning a product that was purchased with a promo code discount may result in a reduction of the amount of discount that applies to the original order. The amount of credit applied or refund issued may be adjusted to reflect this lesser discount earned on that order.
International Orders:
For customers outside of Québec, Canada, please note that our return policy may vary. Due to the complexities of international shipping, we ask international customers to directly email us at sales@crawlersden.com before initiating a return. We will provide specific instructions and information regarding the return process for international orders, including any applicable restocking fees and return shipping arrangements. Our goal is to ensure a seamless and satisfactory experience for all our customers, regardless of their location.
