Backordered products

We do not split orders into more than one shipment. Therefore, if your order contains any item that is marked “Backordered”, the entire order will be held back until everything is in stock again. If you wish for the items that are in stock to be sent before the backordered items, you should make two separate orders instead.

When you place an order that contains any products that are “backordered”, the same rule applies as with any other order: as long as the order has not already been shipped, you may cancel the entire order with full refund of your purchase, or make other changes by contacting us (read more about the process of cancelling an order here and making changes here).

If a product is marked as “On backorder” it means that we don’t currently have any in stock. The status “On backorder” may stay for only a few days, or for a very long time, depending if there is a problem at our manufacturers or if everything runs smoothly and the item is already on its way to us when the stock runs out. In some cases your order may be completed immediately, even though you ordered something that was supposedly on “backorder”, as we usually keep a few extra items that are not counted into the stock. We don’t usually give any expected time for when the item might be back in stock, as we have found it very difficult to do this with any accuracy until our manufacturers have actually shipped the items (and even then, we may want to inspect the product before changing the status), and we don’t want to cause disappointment. If an item has been on backorder for a long time, we usually advertise in the blog when it has arrived in stock again.

Broken/faulty product received

NEVER accept a parcel that is crushed, damaged or has been left open, possibly allowing contents to fall out. Refuse delivery and contact us, explaining the reasons for refusal.

Always inspect all products upon delivery. If there are any visible damage/faults to a product, this should be reported within 48 hours of delivery. Follow these steps to report a visibly damaged/faulty product:

  1. DO NOT throw any of the packaging or product materials away. Keep the entire package as you received it.
  2. Photograph the parcel and its contents. The photo(s) must show products, parcel and packaging materials clearly. Please show all products, even if only one is broken/faulty.
  3. Contact us by submitting a “Support ticket” via My account” (unregistered users can submit a ticket here), and include the following information:

*Order ID/number

*Description of the problem with your order

*Attach photo(s) as stipulated above

Failure to follow the procedure above, or failure to contact us within the stipulated time, will result in a rejection of your claim. Please note that all tickets are automatically closed if we don’t hear back from you within 14 days of our last reply, and that will be considered as you withdrawing your claim of faulty/broken products.

If the damage/fault is not immediately visible (such as a faulty flight controller or malfunctioning servo), you should report the issue as soon as you notice it. This should be done within 30 days of delivery at the latest. Follow these steps:

  1. DO NOT throw any of the product materials away.
  2. Photograph the faulty item. The photo(s) must show the product clearly. You may need photographs of different details or sides of the product, depending on the problem. If soldering has been done by you on the product, always include photos showing the soldering in detail.
  3. Contact us by submitting a “Support ticket” via My account” (unregistered users can submit a ticket here), and include the following information:

*Order ID/number

*Detailed description of the problem with your product, as well as a detailed description of what you have done/tried so far.

*Attach photo(s) as stipulated above

Failure to follow the procedure above, or failure to contact us within the stipulated time, will result in a rejection of your claim. Please note that all tickets are automatically closed if we don’t hear back from you within 14 days of our last reply, and that will be considered as you withdrawing your claim of faulty/broken products.

Please note that it is up to you to make sure that your products work before you take off into the air. We will not reimburse you for damages to other parts or things caused by insufficient tests before takeoff. If you interfere with/modify the product to try to make it work without our pre-approval, your claim may be rejected, as we might not be able to tell if the product was faulty from the beginning, or if you caused the damage. Damage caused by you because of unskilled soldering etc is not reason for a refund/replacement.

We will try our best to help you to fix the item, or replace/refund it if it is not fixable and deemed to have been faulty at delivery. We may ask you to send the faulty item back to us for inspection/testing/repairs. If we do so, and after inspection find the claim to be valid, we will reimburse you for the shipping cost, as well as refund/replace the item. The choice between refunding or replacing the item will be made at our discretion, but you may of course tell us which you would prefer. If the claim is not found valid, we will not reimburse you for your shipping expenses. Never return an item before having got specific return pre-approval and instructions from us!

Please note that all tickets are automatically closed if we don’t hear back from you within 14 days of our last reply, and that will be considered as you withdrawing your claim of faulty/broken products.

Can I get a receipt/invoice for my purchase?

After your order has changed status to “Completed” (shipped), you can find an invoice/receipt for your order under the order details on “My account“. If you where not logged in when you placed the order (or don’t have an account), you can get this invoice/recaipt by creating a support ticket here. Make sure to state your order number in the support ticket!

How do I track my order?

You can track the progress of your order under “My account“, if you are a registered user, to find out when your order has been shipped (status will then change from “Processing” to “Completed”). You will also receive an email when your order has been completed.

You can only track your order after it has been shipped if you choose the “Insured” shipping option. For the Non-insured shipping option, When the order ships out you get an item ID that allows you to see when your order has passed through first sorting at PostNord (in Sweden), you will not be able to track your package beyond this point with this shipping option. For the “Small envelope” option, no tracking is possible after receiving the email that says that your order has been completed. You can read more about the shipping options here.

For the “Insured” shipping option tracking all the way is possible for certain countries, for others tracking will not be possible after it has left Sweden (read more here). You can track your order via “My account” if you are a registered user, or via the tracking number you received in the email telling you that your order had been completed. PostNord’s tracking service can be found here (simply supply the tracking number you got).

We have found that in many countries, the local mail delivery company may provide more detailed and better updated tracking info than PostNord. In many countries you can use the same tracking number with your local company instead (e.g for the US use USPS, for UK use Royal Mail, for Germany use Deutsche Post and so on), so you may want to try this after your parcel has left Sweden (and arrived in your country). Again, this only applies to the “Insured” shipping option.

How long is the expected shipping time?

The same day that your order is marked “Complete”, your parcel will be shipped out by PostNord. How long you have to wait after that will of course depend on where in the world you live (and if there are any local holidays and such). Unfortunately, PostNord does not have an English “Search for delivery times for letter”-page, but if you follow these instructions, you should be able to navigate the Swedish:

  1. Click here to start the process.
  2. At “Till vilket land?” you should choose “Europa” if you live in Europe, otherwise choose “Övriga världen”
  3. Now try to find your country in the menu below. If you can’t find your country, use Google translate or something similar to find out what your country is called in Swedish (e.g. the United Kingdom/Great Britain is called “Storbritannien” and Germany is called “Tyskland”).
  4. Mark the box next to “Brev” and “Leveranstider för avtalskunder”
  5. Click “Visa resultat”
  6. Read the results for “1:a-klassbrev”. Glossary: “arbetsdagar” means business days. If this is followed by “med undantag för vissa orter”, it means that to some (remote/isolated) places in this country, the estimated delivery time is longer. Please note that this estimated delivery time does not include time your order might be waiting to be processed in customs, but just the normal, “everything works smoothly”, delivery time.

Some examples of normal delivery times according to PostNord:

USA: 4-6 business days

Germany: 2-3 business days, some exceptions

United Kingdom: 2-3 business days

Australia: 6-7 business days

The above is the estimated normal delivery time once your order has been marked “Complete”, that is, after it has been shipped from our facilities. Delivery within this time is NOT guaranteed.

Provided that your products are all in stock and we are not experiencing unusually high order volumes the package will be sent within 0-4 business days. During holidays, or if we’re experienceing unusually high order volumes, it may take longer to process your order. One thing that may delay your order being packaged and shipped is if you have contacted us with questions/requests concerning your order, or if you have left a “Customer note” with your order. Shipping may then be delayed until the issues are resolved.

If you have an item that is on “Backorder” among your products, your entire order will be held back until all items are in stock. Read more about “Backorder” here.

How much is the shipping cost?

If you add items to your cart, you can calculate shipping by entering your country when you have clicked “View cart”. Depending on what items you have in your cart, you will then be presented with one or more different shipping options, with the cost of each stated. Please note that if you add/remove items from your cart, the shipping cost and options may change. You can read more about the different shipping options here.

I provided the wrong shipping address/details with my order!

We do not replace or refund parcels that did not arrive because the name/address you provided as the shipping address was incorrect. If you realize that you have provided the wrong shipping information with your order before it has been shipped, it is extremely important that you contact us as soon as possible, following the steps described below.

Create a “Support ticket” via “My account” (unregistered users can submit a ticket here). Make sure to include the following information in your support ticket:

*Order ID/Number

*The shipping information you provided (that is incorrect). Please provide the full shipping information, even if it’s only some small part that needs to be changed.

*The correct shipping information. Please provide the full shipping information, even if it’s only some small part that needs to be changed.

Please note that this may lead to a delay in the processing of your order, as we might need to communicate further to make the changes you want.

If your order has already been marked “Completed”, we will unfortunately not be able to make any changes, as it has left our facilities.

Due to the time lag in email responses, we do not accept any liability for requests which are not received or read until after your order was already dispatched. We do check the “Support tickets” for these kinds of issues within one hour before dispatch, however, there is some delay in the status update from “Processing” to “Completed”, and if your order status changes to “Completed” within an hour after you submitted your support ticket, we are sorry to say that the order was shipped before we got your request and are not able to make any changes.

Simply sending an email or submitting a support ticket does not constitute an agreement nor does it mean that we can act upon your request in time. If you need to make any changes to your order, we strongly urge you to create a “support ticket” as described above, and we will do our best to accommodate your wishes, but we ask you to remember that this might not always be possible for us to do.

I want to change my order/I want to add items to my order!

If you would like to make changes to your order after you have completed the payment, you will have to act quickly! The safest way to make sure that we do not ship your order until your wished-for changes have been made is to create a “Support ticket” via “My account” (unregistered users can submit a ticket here). Make sure to include the following information in your support ticket:

*Order ID/Number

*A clear description of what it is that you want to change in your order

Please note that this may lead to a delay in the processing of your order, as we might need to communicate further to make the changes you want.

If your order has already been marked “Completed”, we will unfortunately not be able to make any changes, as it has left our facilities.

Due to the time lag in email responses, we do not accept any liability for requests which are not received or read until after your order was already dispatched. We do check the “Support tickets” for these kinds of issues within one hour before dispatch, however, there is some delay in the status update from “Processing” to “Completed”, and if your order status changes to “Completed” within an hour after you submitted your support ticket, we are sorry to say that the order was shipped before we got your request and are not able to make any changes.

Simply sending an email or submitting a support ticket does not constitute an agreement nor does it mean that we can act upon your request in time. If you need to make any changes to your order, we strongly urge you to create a “support ticket” as described above, and we will do our best to accommodate your wishes, but we ask you to remember that this might not always be possible for us to do.

Lost parcel/Order never arrived

We do not consider a parcel lost until we have filed a missing parcel report with PostNord and have got a response from them, confirming the parcel to be lost. Once this has happened, if you chose the “Insured” shipping option, we can replace the parcel or refund you. We will confirm your address during this process. Please note that this process takes some time (PostNord can take up to 60 days to investigate).

We do not replace or refund parcels that did not arrive because they were not picked up in time, or sent back to us and lost in transit, or if the name/address you provided as the shipping address was incorrect (this includes if your local delivery returns the parcel claiming that you are “unknown” at the address you provided). If the parcel is returned to us for any reason that is not our fault (such as that you have provided the incorrect address) we will not refund the shipping cost and will require you to pay for re-shipping if you want us to re-send the parcel.

If you want to make a claim that your package have been lost, you need to contact us by submitting a “Support ticket” via My account” (unregistered users can submit a ticket here). You need to specify your order number and tracking number and we will then file a report with PostNord. Please try to make sure that the parcel is indeed lost before contacting us, by tracking the parcel (read more about how to track your order here) and contacting your local post office. Also make sure that you have allowed enough time to pass, at least one week longer than the expected delivery time to your country, and more around the holidays! (Read more about expected shipping times here.)

When a parcel has been confirmed lost, we will compensate you either by replacing the order, by giving you store credit or by making a refund to you. The decision to replace a lost parcel is at our discretion, and if we feel that it may likely be lost again, we may opt to compensate you in some other manner (store credit or refund).

My parcel is late!

We understand the frustration that comes with delayed parcels. A late parcel could be the result of many different reasons within either country’s postal systems. You can find examples of expected shipping times here. Please note that these estimates are not including time that the parcel might just be waiting to be processed in your country’s customs, and are NOT guaranteed delivery times.

If your parcel is late and you chose the “Insured” shipping option, please try to track your parcel and check with your local post office before contacting us. More information about tracking your parcel can be found here. If you chose the “Non Insured” or “Small envelope” option, unfortunately there is nothing to do but wait. On some rare occasions a (non-insured) parcel that was thought to be lost has arrived after more than a month.

If you have chosen the “Insured” shipping option, waited a reasonable time and tried to track your parcel without results, you can claim your order as “lost”. Please read more about this procedure here.

Pre-Order and Pre-Release

On rare occasions, we release products that are considered either as “Pre-Release” or “Pre-Orders”.

Pre-Release

Pre-Release products are in stock and can be shipped immediately. Documentation and support on the product(s) may be incomplete though (e.g build video may not be available for another month, product descriptions are very short, optimized Triflight firmware may not be done yet…) and you may have to figure some things out for yourself. Pre-Releases are mainly done when a product is in stock and ready for release, but we are too pressed for time or have other commitments that will prevent us from completing the product info/build video/product photos within a short time.

Pre-Order

Pre-Order is a new product that we offer although it hasn’t come in stock yet. Product photos may or may not be lacking for Pre-Order items. Orders that contain one or many items that are on “Pre-Release” will not be shipped until all items are in stock (similarly to “Backordered” items). We will try to provide an estimated time for when the item will be in stock, but this is NOT guaranteed to be accurate. The items may arrive sooner as well as later than stipulated, and the info may change without notice Pre-Ordered items maybe considered Pre-Release as well.

Returns and refunds policy (I regret my purchase!)

Before your order has been shipped (Refunds)

You have full right to reverse the purchase in its entirety, with a full refund, up to the point that we have dispatched the order from our facilities, without any special reasons. To reverse a purchase, create a “Support ticket” under “My account” where you provide information about the order ID/number and that you wish to reverse the purchase in its entirety. If you are not a registered user, you can create a support ticket here.

Due to the time lag in email responses, we do not accept any liability for requests which are not received or read until after your order was already dispatched. We do check the “Support tickets” for these kinds of issues within one hour before dispatch, however, there is some delay in the status update from “Processing” to “Completed”, and if your order status changes to “Completed” within an hour after you submitted your support ticket, we will be sorry to say that the order was shipped before we got your request.

Simply sending an email or submitting a support ticket does not constitute an agreement nor does it mean that we can act upon your request in time. If you wish to reverse your order, we strongly urge you to create a “support ticket” as described above, and we will do our best to accommodate your wishes, but we ask you to remember that this might not always be possible for us to do.

After your order has been shipped (Returns and refunds)

If you, after your order has been shipped, for some reason change your mind about the purchase, you might be able to return the item. You can always return the item if the following conditions are met:

* You contact us within 14 days of delivery to say that you wish to return the item (no reason is needed), and receive a preliminary approval. The contact should be made by making a “Support ticket” via “My account” (or here for unregistered users) where you provide information about the order ID/number and the item(s) you wish to return.

*You return the item promptly after having received our preliminary approval.

*You return the item in it’s original packaging, or in packaging as least as protective as the original packaging. If you only return part of your order, you may have to add extra packaging material to ensure that the item is well secured in the package. If you are unsure, contact us with pictures/description of how you are going to package the item, and we can give you some advice. We reserve the right to judge if the return packaging is sufficiently protective or not when we have received the item.

*The item must be unused and in the same condition as you received it.

If you fulfill the above conditions, and the item is returned and passes our inspection, we will refund the cost of the item(s) returned to us. Shipping costs will not be refunded. The refund will only be made through the original method of payment. If you would rather receive store credit for a future purchase than a refund, state this in your contact with us regarding the return. We reserve our rights to choose to refund instead of giving store credit in each case.

If you wish to return a product because it is damaged/faulty, please read here instead.

Please note that all tickets are automatically closed if we don’t hear back from you within 14 days of our last reply, and that will be considered as you withdrawing your request to return your item.

 

What are the different shipping options?

There are three different shipping options. Depending on the items in your order, one or more of these options will be available.

1. PostNord – Insured

Your package is insured, which means that if the package is damaged or confirmed lost* we will send you a new one, or refund your order. This shipping option is also trackable online to certain countries (see list below**). Usually you can track the package via your country’s delivery service after it has arrived in your country (eg USPS for US, RoyalMail for UK and DeutchePost for Germany) instead of using PostNord, as the local delivery services usually have more detailed updates. If your country is not on the list, you will not be able to track your shipment online beyond the Swedish borders, but it is still insured world-wide. Regardless of country, you will receive an Item ID (tracking number) from us once your order ships out, but this might not allow you to track your package all the way (as stated above). Online tracking is available to the following countries**:

  • Argentina
  • Australia
  • Austria
  • Belarus
  • Belgium
  • Canada
  • China
  • Croatia
  • Czech Republic
  • Denmark
  • El Salvador
  • Estonia
  • Finland
  • France
  • Germany
  • Gibraltar
  • Hong Kong
  • Hungary
  • Iceland
  • India
  • Israel
  • Japan
  • Latvia
  • Lebanon
  • Lithuania
  • Luxembourg
  • Malaysia
  • Malta
  • Netherlands
  • Nigeria
  • New Zealand
  • Poland
  • Portugal
  • Republic of Ireland
  • Russia
  • Saudi Arabia
  • Singapore
  • Slovakia
  • Slovenia
  • Spain
  • Sweden
  • Switzerland
  • Thailand
  • Trinidad and Tobago
  • United Kingdom (UK)
  • United States (US)
  • Vanuatu

**List of included countries might change due to decisions of PostNord. We have no control over this but will do our best to update the list as soon as we become aware of any changes. We cannot guarantee that you can track via your country’s local delivery service in all of these countries, you may have to use PostNord’s tracking.

2. PostNord  – Non-insured

A cheaper option. When the order ships out you get an item ID that allows you to see when your order has passed through first sorting at PostNord (in Sweden). You will not be able to track your package beyond this point. If the package is lost during shipping after this point, you will have to place a new order, and you have no right to a refund for the lost order.* (This was the original shipping option for the store, and of more than 1000 packages sent with this shipping method, less than 5 were actually lost.)

3. Small envelope

A super cheap option for small spare parts. Only selectable for small/light orders. Shipped in a padded envelope with a stamp on it. This option is not trackable, and you will not get any third-party confirmation that it has been shipped. If the package is lost during in transit, you will have to place a new order, and you have no right to a refund for the lost order.* (Shipping times for this option vary greatly. It’s treated as a normal (first class) letter by the post office.)

* Read more about lost parcels here, or in the terms of service.

Shipping times

We ship using the services of PostNord. The shipping times should be the same for all of the shipping options, but in our experience they seem to prioritize the insured packages. Shipping times vary, mainly depending on how fast it gets past the customs/import/toll authorities in the destination country. Read more about the expected shipping times here

Very large orders

For very large orders, the shipping will say “Contact us for quote on shipping cost for your order!:$ 100.00″. If you just proceed, the shipping cost will be $100, but if you get this message you should instead contact us with a print-screen of your cart content and your shipping information, and we will calculate an individual shipping cost for your specific order (and often we may also be able to give you some sort of discount). The easiest way to contact us is by creating a “Support ticket” under “My account” (unregistered users can submit a ticket here).

When will my order be shipped/Order still says “processing”/Why hasn’t anything happened with my order yet?

Provided that your products are all in stock and we are not experiencing unusually high order volumes the package will be sent within 0-4 business days. During holidays, or if we’re experienceing unusually high order volumes, it may take longer to process your order.

One thing that may delay your order being packaged and shipped is if you have contacted us with questions/requests concerning your order (have an open support ticket), or if you have left a “Customer note” with your order. Shipping may then be delayed until the issues are resolved or your support ticket have been answered. Opening a support ticket to ask why your order has not been shipped yet may therefore actually cause your order to “miss” a shipping day and having to wait for the next one (another 0-4 business days), so please don’t do this until at least more than 4 business days have passed!

If you have an item that is on “Backorder” among your products, your entire order will be held back until all items are in stock. Read more about “Backorder” here.

Where can I find build instructions for the products?

You can generally find build instructions on the product page for the specific product, as a link to a build video and/or build log. If you feel that something is still unclear, our community forum has a lot of information and is generally helpful.

Will my order be delivered before Chistmas?

Normal shipping times does NOT apply during the holiday season, as all carriers have a lot larger volumes than usual to handle, and customs (for countries outside the EU) also have a lot to do.

If you place your order before December 2nd, 9AM (CET), and there are no backordered items in that order, it will most likely be delivered before Christmas. We cannot guarantee this, but from the info given to us by our carrier, pretty much all items shipped before their “last day” (wich we will make, if your order is placed before the above stated time) arrives before Christmas. Orders placed after December 2nd, 9AM CEST, may make it in time, but it’s more of a gamble, as carriers and customs all over the world are strained during tis period.

(If shipping is only within Sweden, the last day to place your order for a pre-Christmas delivery is on the 18th.)

Wrong item received or parcel missing items

We take many steps to do our best to make sure that each order contains the correct items, and we take our shipping accuracy very seriously. However, we are human and mistakes can sometimes happen.

If you have received a parcel that contains the wrong items or is missing items, you must follow these steps within 48 hours of receiving the parcel:

  1. DO NOT throw any of the packaging or product materials away. Keep the entire package as you received it.
  2. Photograph the parcel and its contents. The photo(s) must show all products, parcel and packaging materials clearly.
  3. Contact us by submitting a “Support ticket” via My account” (unregistered users can submit a ticket here), and include the following information:

*Order number

*Description of the problem with your order

*Attach photo(s) as stipulated above,

Failure to follow the procedure above, or failure to contact us within the stipulated time, will result in a rejection of your claim.

NEVER accept a parcel that is crushed, damaged or has been left open, possibly allowing contents to fall out. Refuse delivery and contact us, explaining the reasons for refusal.

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