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Domestic Orders | Backorder | International Orders | Limits of Responsibility
Purchase Orders | Credit and Balances Due | Backorders
Shipping Policies | Returns | Changing Orders
Price Change
PLACE YOUR ORDERS
New ordering policy from Troy Built Models:
We at TBM would like to make you the customer aware that we can no longer change your order once it has been placed. This is due to us taking on a new system that processes your order as soon as it is placed. We process orders 24 hours a day, 7 days a week and can no longer add new items to your placed orders. We at TBM know that some of our customers may be used to changing their orders and are sorry for the change in our policy. We urge all of our customers to double check their list and make sure they have everything they need before hanging up the phone and or hitting send on an email or basket order!

1) ONLINE - You can pay using Visa, Mastercard, Paypal, Money order or Cashier's Check. Wait until we email you with the total amount you owe including shipping. Prices shown at checkout DO NOT include shipping charges. Email asking about information if you want to pay with bank transfer or Western Union.

2) CALL - Call (941) 342-8685 during regular business hours of 9am to 6pm Mon -Fri ET Florida time. Most orders placed by noon ET are shipped the same day

3) E-mail us

TROY BUILT MODELS
1650 HONORE AVE
SARASOTA, FLORIDA 34232
PHONE (941) 342-8685
FAX (941) 378-0880 See note below!
(Fax only is available during regular business hours of 9am to 6 pm Mon -Fri Florida time)

BACKORDER

    If you order some parts that are in stock and some that are out of stock in the same order, we will ship the IN STOCK parts immediately and not hold them with the backordered parts.

    • Product will ship as soon as it is available.
    • Most items are usually out of stock no more than a few days.
    • If you want more specific information on the expected delivery date, please e-mail us at customerservice@troybuiltmodels.com
    • Shipping charges will be added to the backordered part when shipped.
    • There is no charge to cancel the backordered part if it is cancelled before it ships.
    • If more than one part is backordered, we will ship each part one at a time as they arrive in stock.
    • You will be notified by e-mail when the backordered part ships

DOMESTIC ORDERS

PAYMENTS ACCEPTED:

1) Visa, and MasterCard credit cards. When using your credit card, please provide your credit card billing, and daytime/nighttime phone numbers.. We will only ship orders to this billing address, after your credit card company verifies that it is correct. If you give us a different address, you will have to send us a copy of your credit card and photo ID via Fax or email before we can ship your order. If the billing address does not match that which is on file at the financial institution or if authorization is not given for any reason, we reserve the right to cancel the order without notification. Please do not email me your credit card # as email is not secure.

If you regularly ship orders to an address other than your credit card billing address, we ask that you contact your credit card company and ask them to list the address as an alternate address on your account. Credit card companies are very willing to offer this service to you and it could mean less delays when placing your orders. Please note that we cannot work out credit card problems with the financial institution; you must settle problems with them and reorder once the problem is resolved.

2) Personal checks: Will not be accepted any longer. We do accept cashier's checks or money order.

3) Paypal: See www.paypal.com. You don't have to register with Paypal. You use your credit card or make a bank transfer, whatever you prefer. Send the money to TBM at the following address: shipping@troybuiltmodels.com The address must be verified. This costs TBM money to accept the payment, not you. This is easy to do since you don't have to leave home.

If you order online, please wait until we calculate the shipping costs before sending the payment. We will email you and send you an invoice through paypal.

4) Bank check or money order: Mail a bank check to us using regular mail. We reserve the right of a holding time for us to wait for the check to clear. Any bounced checks will incur in an extra fee of $25.00.

5) COD: We do not offer "collect/cash on delivery" anymore due to the increased amount of customers refusing a package once it is being delivered thus causing us to pay shipping back and forth. Sorry to anyone who HAS NOT abused this purchasing method.

6) Bank Transfer: Please email us after placing your online order specifying that you wish to pay by bank transfer. As payment form just type credit card number 0000000000000. We will email you back with the bank information for the transfer. You are responsible for $20 transaction fee.

7) Western Union - Please email us so we can give you instructions about your Western Union payment.

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INTERNATIONAL ORDERS
International Shipping

PAYMENTS ACCEPTED:

We have had a number of issues with overseas transactions where a stolen credit card or bad check is used which has forced us to change our international policy. We offer the lowest prices possible to overseas customers, but to do so we must be 100% sure we will receive payment. We now cannot accept personal checks or foreign credit cards (unless the card is verified) for payment. Therefore if you wish to pay from outside the USA I can accept payments as follows:

1) Paypal: See www.paypal.com. You can sign up with Paypal at this address and send the money to TBM at the following address: troy.built@verizon.net The address must be verified. They may start you off with a low limit, but it will increase as you use it. This costs TBM money to accept the payment, not you. This is easy to do since you don't have to leave home.

2) Bank transfer: We will e-mail you the account to transfer the funds to.

3) Credit card account You can use a Visa or Mastercard for purchases if you fax or scan and e-mail us the front and back of the credit card. We must be able to read the security code on the back of the card. We also need a fax or scan and e-mail of a photo ID. The names must match on the two. The first time you place an order with us, we will only ship to the billing address you have registered with your credit card (the Bill to address). We will know if the address you gave us matches the bank information and we will not ship if the address doesn't match. For future orders we can ship to a different address if you wish.

4) Western Union: email us before sending the money so we can give you the information you will need.

SHIPPING
Please order online if at all possible. E-mailing a request for quote is time consuming and there are more possibilities for errors.

We ship via UPS ONLY. USPS is less expensive but because their claim process (in case of a lost or damaged package) is so time consuming, and their tracking system is not very reliable, we are not shipping this way anymore. We cannot quote on shipping cost since your order has to be pre-packed in order to calculate shipping charges. Your shipping cost will be emailed to you with your final invoice. Expect to pay high customs and brokerage fees in your country. That cost is NOT included in our shipping charge.

For items other than airplanes in packages under 130” of length plus girth (depending on the country you live in), we usually ship via UPS. You can go to the UPS website at www.UPS.com and put in the approximate size and weight of the package to get an idea of the cost. You do get a tracking number. We are not responsible for items not insured for their full value.

Please note that you might have to pay for customs or brokerage fees in your country and you are responsible for those charges. We do not charge you for customs or brokerage fees that UPS might charge you for taking your package through customs in your country.

For shipping of airplanes please use a freight forwarding service (like Access USA http://www.myus.com/). For smaller planes we could also ship via UPS, but it is very expensive. Freight forwarders specialize in shipping abroad. They can combine the items you purchase from us along with other items you buy from other vendors. Here is one to try called “Access USA”. http://www.myus.com/ Shipping costs/quotes you see on our site applies from our warehouse to the freight forwarder. We can ship to this company or any company of your choosing. We have 7 warehouses in the US. For international orders we ship from one or more of the warehouses via UPS directly to you, or to an international freight forwarder of your choice. Airplanes are shipped from warehouses separately from components like engines and electronics. The international freight forwarder can combine the shipments into one package and forward everything to you in one package if you desire though usually it is best to ship multiple boxes if an engine is ordered. We cannot quote exact shipping prices to the freight forwarders because we don’t know the exact size or weight of the package until it is shipped. We will give you the best possible price through UPS or LTL carrier. Airplane shipping prices to the freight forwarders along with the size and weight of the boxes are available on the website. We do not know the cost to ship the item from the freight forwarder to your destination. The freight forwarder will quote this for you once you provide him with the size and weight of the package(s). The freight forwarding companies can do international shipments much better and cheaper than we can. We cannot supply size and weights of the packages to you because we only know this after they are packaged.

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LIMITS OF RESPONSIBILITY
We accept no responsibility for crash damage and/or loss of kits, engines, accessories, etc. incurred during operation of a radio-controlled model. In most cases it is very difficult or impossible to determine whether crash damage was actually due to radio equipment failure or to operator error. 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.

ALL items are warranted by the manufacturers. Typically if a product breaks or wears out prematurely, or never works at all. The quickest and least expensive resolution is for the customer to go to the manufacturer directly. Many times the manufacturer can provide some tech support and get the component working. Often times the manufacturer needs the part back for repair, or will send a repair part free of charge. TBM carries products from companies who stand behind their products. If then do not stand behind their products to the level that TBM feels is appropriate, we will drop them as a vendor. Typically the vendors don't charge for shipping of the product to be repaired.

TBM guarantees the products it manufactures. The guarantee is different with each product.

All of the products we sell are intended for retail consumption by our customers and are not intended for resale. The TBM Satisfaction Guarantee is not transferable. Any consequences arising out of the resale of merchandise purchased from TBM is the responsibility of the seller, not TBM. Also, please note that most items we offer are intended for use in the USA. International radio frequency and electric current requirements are the responsibility of the buyer.

IMPORTANT NOTE: We have experienced a failure with EVERY SINGLE PART that TBM offers. The failure rates are low, but they do exist. Whether it is a wheelcollar, engine, airframe, servo, transmitter, battery or pilot, I've seen them all fail. Any failure in any part can cause an airplane to crash. The limit of responsibility of TBM or the manufacturer is to the part which failed. I.E. if an axle breaks and this causes the plane to nose over and break the prop, spinner, cowl, wheelpants, fuselage, etc. the manufacturer is held responsible for the repair or replacement of the axle alone, AND the manufacturer may not repair or replace the axle because they feel that the part was abused by using it on too heavy of a plane in a hard landing. Take precautions by having redundant systems where possible, and be as cautious as possible, but keep in mind that should a disaster happen that it is HIGHLY unlikely that the loss will be covered in full. Some manufacturers will help out a little more if the crash is obviously their fault, but don't count on it.

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PURCHASE ORDERS
We accept most institutional purchase orders (military, government, schools and universities). You can either E-mail or mail your P.O. Be sure to include your tax exempt information. We request the use of the above payment methods.

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CREDITS AND BALANCE DUES
Any credits left on your account with us can be used toward a future order. At your request, we will issue a refund check for any outstanding credit on your account generated by an order paid for by check or money order. If the order was paid by credit card, we will credit your credit card account. Any credit not redeemed nor refunded within a one-year period will be assessed a service charge fee. Any outstanding balance dues will be applied to your next order. We do not assume any responsibility for bank fees incurred as a result of using a Debit Card for your purchases and/or return credit.
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BACKORDERS
We backorder out-of-stock merchandise whenever possible unless you specify that you do not want an item backordered. Certain sale merchandise, products with uncertain availability, items priced under $10.00 and discontinued items may not be backordered. We charge regular shipping charges on back orders, so it is best to wait until a back ordered item comes in to avoid extra shipping charges.

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SHIPPING POLICIES & RATES

Click Here for International Shipping.

TBM has the right to change shipping rates at anytime. All items will be shipped via USPS or UPS. Orders placed after 12:00 noon will not be processed until the following business day. The Average Shipping and Handling charge is $9.00 per order (within the 48 contiguous states). Additional charges may be added at time of checkout. International orders may be canceled due to restrictions and prohibitions. TBM will do its best to work with the customer and the courier service should a lost or damaged item claim occur; however, please recognize that when this happens both parties are at a loss. Please refer to Damaged Returns.

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RETURNING MERCHANDISE
We will accept merchandise for return that was purchased from TBM within 30 days of receipt, accompanied by the original invoice. There is no restocking fee for qualified returns. Please see our Return Policies page. The merchandise must be in new and unused condition and in its original packaging. Mounting a model engine, installing radio parts, or discarding the packing material are some examples of what constitutes used merchandise. We do not accept returns via COD or billed to TBM in any way. The customer is responsible for returning the merchandise. TBM will only pay for return freight if it is determined that the item shipped is not what the customer ordered. Our policy for shipping costs is that the customer can purchase items in person or the customer can ask us to ship the item. If the item(s) are shipped, we absorb the cost of the box, the packaging material and the time to package the item, and to complete the shipping paperwork. We also ensure that the package is properly packaged so that if the item is damaged, we take on the responsibility to file a claim and obtain a refund. If a customer receives an item which they decide they want to return, we will take the product back without a restocking fee if the product is in new and unused condition and is returned within 30 days. The customer can deliver the item in person or can ship the product back at the customer’s cost. The customer has the responsibility to pack the box correctly and file any claim if the package is lost or damaged.

DEFECTIVE RETURNS
If the item you wish to return is inoperable, but has no apparent damage, it is considered defective. All defective merchandise must be returned directly to the manufacturer for warranty repair or replacement.

Manufacturer defects found after the product has been used revert to the manufacturer’s warranty (a copy of which can be obtained upon customer request) and they will handle any problems for you directly.

DAMAGED RETURNS
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.

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QUESTIONS OR CHANGES TO RECENTLY PLACED ORDERS
If you have placed an order with TBM recently and need some information about it or would like to change it in some way, please contact us. Please note that since we begin processing your order immediately after receiving it, modifications may not always be possible depending on how much time has already elapsed. We can special order certain items that we do not normally stock as a service for an existing customer. If you decide to change the order after we special ordered the item from the manufacturer, or you want to return it to us for any reason, we will reserve the right to charge up to 50% of your deposit towards that item or up to 30% of the total value of the item as a fee for our service. This is because it will be more difficult for us to sell an item we don't normally stock and which we ordered especially for you.

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PRICE AND/OR DESCRIPTION CHANGES
All prices, pictures and descriptions on this site and all other TBM publications are subject to change. TBM maintains no responsibility for inadvertent errors. In the event of typographical errors on our site or in our publications, TBM reserves the right to cancel or refuse orders at its sole discretion. Please contact us within 7 days regarding price or promotion discrepancies.