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FAQ - Frequent Ask Questions

How to shop with us

You need to fill up the following information when you sign up.

1) Name
2) email address
3) Your local Phone No.
4) Login Password

* Please check carefully your shipping address when you check out to secure a smooth delivery.


We recommend our customers to register an account and log in with a cookie after filling up the password. We recommend using Your PayPal email account or your frequently used email address as YOUR LOGIN ID. Moreover, remember to log off if you are not using your own machine.


The customer should be able to view the order status from the order history after logging in.

If your order status is still not confirmed after one working day, please contact us immediately. Otherwise, your 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 stock quantity. Therefore, it would be more appropriate if you search items from rcMart directly.

Under special circumstances, the products may not be shipped to the customer. For example, during the shipment, we find that the product is damaged, the packaging box is damaged, etc., and we will not ship it to the customer.


The flow of placing a pre-order is the same as that of placing a normal order

  1. Pre-Order Items MUST place in a seperate order, CANNOT mix with other in stock items in an order.
  2. Maxinum 5 differnt Pre-Order items is allowed in one order.  Too many items in a single order may further delay the order fulfillment. 
  3. When the pre-order is placed, the customer must pay 100% of the item plus shipping charge & tax, as a normal order.
  4. After all the goods arrived in our stock, we will ship out as soon as possible, based on your shipping option.

Note:

  • All pre-order items cannot be canceled after payment, please consider carefully before placing your order.
  • We will refund in full ONLY when the supplier cannot provide the goods or the supply is seriously delayed. Seriously delay is defined as 6 months after the initial ETA.
  • Unless specified, there is no limited order quantity of the same product.
  • If the final quantity from the manufacturer is insufficient to fulfill all the pre-order requests, under usual circumstances, we will determine the order of shipment according to the order establishment date and time, and the insufficient quantity will be refunded. Under special circumstances, we will also distribute the goods in order of order placed, so that more customers can buy what they like. We reserve all the rights to our final decision.
  • rcMart reserves the right of final decision on the above points.

Shipping out all of your orders placed at rcMart on appointed schedule is always our highest priority. However, please make sure that you have all valid information in your order or your personal profile, in order to help us achieve the goal. Please confirm the following information:


Valid email address

Valid phone number

Correct and detailed address


Otherwise, your order may be deferred.

Please find our address from our Contact Us Page!

When you cannot find the country while you register in rcMart, please contact our customer service team for assistance. NOT all countries we can ship the goods to. We will inform you if we cannot ship to your country.

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

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

You need to enable Cookies in your browser to log in.

We offer wholesale prices only to hobby shops for resell purposes. Please contact our sales team for more information.

Online business nature is fast, and the flow of goods is quick. If the product you are seeking is not in our product catalog, most likely it will not be available shortly.

If you want to have the latest product information, please keep track rcMart website and subscribe to our newsletter.

Welcome to visit our retail shops in Hong Kong. For detail of Retail Store & Order Pick Up, please click Retail Shop page

You may send us your payment Teletransfer / Wire to our bank account. Please visit our payment page for bank detail, link available at the bottom of the web page. Please remember to attach the order ID, payment detail and payment time to secure a fast and reliable delivery. Order ID can be found from the order history after logged in.

For customers living in Hong Kong, please order at rcMart Hong Kong web store or visit our retail store

You can see the order status after log-in you account. You may keep track on your order status at any of your convenience.

Payment FAQ

rcMart Global Store accepts the following payment methods:


  • Credit Card (Visa/ Master)

  • Paypal

  • International Bank Transfer/ Wire Transfer

ONLY USD is acceptable for rcMart Global Store

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.

If you want to pay by Paypal, you need to complete all steps until they return to our online store 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 our online store at the end of Paypal session.

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

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.

You should pay to our paypal account [email protected] possible, please note down what do you pay for during transaction

Our credit card payment gateway 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 computer at home.

Please do not share your credit card information with your friends for any payment.

Please make sure that your credit card information matched your registered account at rcMart.

Please make sure that your phone number is reachable and your address is correct before you can confirm your order.

Please make sure that your credit card is not expired.

You MUST send us a copy of Teletransfer / Wire note together with your order ID by email after paid. It can help us to prepare your order in an earlier schedule.

Usually we can confirm your payment and order in 1 business day, If your order statues still in pending condition after 1 business day, please contact our customer service team at once.

Please submit all details if you have made a bank transfer. We shall keep an eye on it and acknowledge you as soon as it arrived.

USD25 will be charged for handling free. Remitter pays his local remittance charge.

Please check order status in Order History after logging in. You will find a "paid" status if the payment is verified.

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.

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.

Shipping FAQ

We selected merchandise with smaller and lighter shipping requirements & marked it with the text “Smart Shipping Saver”.

Shipping Saver eligible items can enjoy:


<< $4.99 Flat Rate Shipping >> No matter how many SSS eligible merchandises that you order, we only charge $4.99 for Shipping & Handling

<< Free Shipping Over $75 >> Free Shipping for orders over $75 with all SSS-eligible merchandise.


Please refer to Smart Shipping Saver for more detail.

With the spread of Covid-19, delivery delays or postal service suspended are happening worldwide. Please refer to Pandemic Delivery Updates for detail

rcMart Global Store serves customers around the world.  Hong Kong local customers please place your order at rcMart Hong Kong Store, which provides a wide selection of pickup selections, include SF Express, local post service & local self-pickup service.

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.

Once an order is confirmed, automated logistics process will start and the system will instantly send the order details to our fulfillment team for product preparation and shipping. Manual changes in confirmed orders may cause record discrepancies and affect the delivery arrangement. Therefore, we apologize that we are unable to cancel the orders for you.

You are suggested to add the favorite items to the shopping cart or wishlist, and reconfirm the order details (including quantity, promotional offers etc.) before proceeding to payment.

Once an order is confirmed, automated logistics process will start and the system will instantly send the order details to our fulfillment team for product preparation and shipping. Manual changes in confirmed orders may cause record discrepancies and affect the delivery arrangement. Therefore, we apologize that we are unable to combine the orders for you.

You are suggested to add the favorite items to the shopping cart or wishlist, and reconfirm the order details (including quantity, promotional offers etc.) before proceeding to payment.

We are sorry for any inconvenience caused by order cancellation. In case your order is cancelled, the payment will be refunded to your form of payment within two weeks. If the cancelled order was paid by other payment method, the payment will be refunded to your rcMart account as Store Credit. You can use the rebated Store Credit on your next purchase.

Postal & courier service providers have different regulations for their postal delivery services. To ensure that mail in transport does not present danger during its transmission, prohibited or dangerous articles must never be sent in their channels. eg. Spray paint is considered as pressurized containers (aerosols), which is not allowed to transport.

For some electronic devices and fragile products, we restrict the item for Hong Kong Store / pick up only to avoid damage during transportation.

If you want to pick up the items 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 items at our pickup point, you can also choose "Store Pickup".

For more detail, please refer to Order Pick Up page.

Usually we can fully process and deliver orders within one working day (there may be some delays after long holidays). The delivery time depends on the shipping method and service chosen by the customer.

Order Processing: 1-2 Business Day(s)

Ship via EMS :  3-7 days

Ship via Airmail: 7-40 days

Since the shipping cost is depending on the size, weight of the parcel and the shipping method you choose.

In fact, it is calculate online. Please register an user account, and put the products that you are interested into your shopping cart then check out.

You may abort the check out process at any time if you don't agree with the final price.

We have been engaged in the online shop industry for over 20 years and have processed countless online shopping orders. With overwhelming experience in order processing, we are bound to satisfy customers with a safe, smooth and simple shopping experience.

All our goods are stored in our warehouse in Hong Kong, our colleagues in the logistics department can process customers' orders quickly.

We have designed high quality delivery box for shipments. The stiff box is able to withstand up to 50 kg 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.

The tracking number facilitates customer to track the parcel from the online 24 hrs service.

The tracking number can be found from the order detail at order history.

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. Delivery service provider should return the whole package to us. As soon as we receive the package, we shall resend it. Customer should pay NO additional fees in this situation.

If you have already accepted delivery and then find shipping damage, please contact us immediately. Keep all packaging materials 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 update with the status. No further action will be made if your claim is later than 7 days upon arrival or without proper authorization.

If you find any damages or errors or omissions in the goods after signing for the receipt, please record the goods with photos and email us within 7 days after receiving the goods to report the relevant product issue. We will contact you to arrange solving the related problems.

Multiple delivery options will show up when you check out from shopping cart depends on product size.

You can select your favorite shipping method which fits your budget and time frame when you check out from the shopping cart. Please visit our Shipping Terms page for more information.

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.

Customs & Import Tax

Unless countries specified below, you are also responsible for all Customs, Duties, Taxes and Brokerage fees that may be charged at your local customs or postal office.

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”.

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”.

The VAT is a broad-based consumption tax on most goods on rcmart.com that are sold and imported into the UK.  From 1 January 2021, the VAT is applicable to the sales of goods on rcmart.com and such goods will be imported into the UK was paid to Customs at the border by the customer with a customs value of less than £135; as required by the UK Government.

Customer may want to use their coupon or store credit offered by rcmart.com to offset payment.  The VAT will be 20% added on the net payable amount and shown to the customer once the shipping address is confirmed on the checkout page.  So, if the net order amount is made for £135, the VAT is £27 for a total price of £162.

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

Rcmart.com is liable to calculate, collect and transfer the VAT to the UK Government.  For details, please visit https://www.gov.uk/guidance/vat-and-overseas-goods-sold-directly-to-customers-in-great-britain-from-1-january-2021

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”.

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.

Return & Refund

Our ultimate goal is making every customer have a pleasant experience shopping with rcMart. If for any reason you are not satisfied, please return your items together 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.

1. Please make sure that the merchandise meets the return conditions. We will only process qualified returns.

The returned goods must be unused, unopened, and free of any damage or scratches.

2. Log in to your account. Then go to> My Account> Order History. There is a return icon next to your order history. Or you can go directly to the return product form after logging in to get the return confirmation number (RMA)

3. Please fill in the form to get the return confirmation number RMA number.

4. Please send together the return form and returned goods to our Kwun Tong office

5. After we have checked the goods, we will arrange a refund as soon as possible if the requirements are met.

6. Orders paid by Paypal or credit card will be refunded by the same payment method. For other payment methods, we will use Store Credit as a refund for your next purchase.

7. 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, electric motors, 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.

If you find an item is not working properly after installation, but the product does not have surface scratches. Please contact us for assistance within 7 days after receipt.

The returned product must be brand new, unused, non-operating due to improper usage, and have a complete box and manual.

1, Please check whether the installation is correct, the setting is normal and there is no connection error according to the manual before returning or replacing.

2, Please take pictures / film and state the problem in detail to speed up our initial inspection time of the product.

3, We will conduct a preliminary inspection to confirm whether there is a product defect or physical damage caused by improper usage. If it is confirmed that it is a product defect, we will deal with it immediately. In case of uncertainty, we will send the product to the manufacturer for further inspection by their technicians.

4, In most cases, our agent brands will be replaced with products of the same model immediately.

5, For other products, we will immediately contact the agent/manufacturer/supplier to request replacement of defective products. However, some agents / manufacturers / suppliers will require their technicians to inspect the product before accepting replacement.

6, Some brands will only repair defective products and will not replace them.

7, We will follow up on individual products, taking the interests of customers as our major premise.

8, Customers can also choose to contact the manufacturer to follow up on suspected products directly.

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. Keep all packaging materials 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 update with the status. No further action will be made if your claim is later than 7 days upon arrival or without proper authorization.

All products selling in rcMart is factory sealed and has passed factory test before delivered to rcMart. rcMart only sells original and genuine products.

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

Please enjoy your shopping with rcMart and we are trying our best to provide variety of high quality and cost effective products in the market.

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.

Orders paid by Paypal or credit card will be refunded by the same payment method. Otherwise, we shall refund as store credit for your next purchase with rcMart.

You can check the refund status by login to your account.

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.

Reward Points Program

rcMart HK vs Global Store

rcMart Hong Kong Store

rcMart.com.hk

Only accept orders from Hong Kong address; settlement in HKD.


rcMart Global Store

rcMart.com

Only accept orders from addresses outside Hong Kong; settlement in USD.


We set up two independent online stores because the services and terms of the Hong Kong website are differ from the international website in many aspects, like the prices, package, delivery, payment, return and replace arrangements, etc..

Accounts cannot be shared between the two websites.

They are two independent online stores, because the services and terms of the Hong Kong store are differ from the global store in many aspects, like the prices, package, delivery, payment, return and replace arrangements, etc..

They are two independent web stores with different terms of use. The products list in both stores may have different pricing and offer.

Likewise, if there is discount offers on the Global Store, the same discounts cannot be enjoyed on Hong Kong Store.

Yes. Two websites are operated independently and do not share customers database.

No! Customers from China, Macau & Taiwan please place your order at rcMart Global Store.

We set up two independent online stores because the services and terms of the Hong Kong website are differ from the global store in many aspects, like the prices, package, delivery, payment, return and replace arrangements, etc..

Retail Shop FAQ

For more information about our Retail Stores and business hours, please check our Retail Store page 

Our retail shop is not big enough for the huge variety and quantity of goods that can be store, but only a small part of our inventory. The circulation of goods in retail stores is relatively fast. Even if the goods are available at this moment, they may be sold before you reach the shop. That's why we cannot provide real-time inventory information in retail stores.

It is strongly recommended that you purchase what you want at our online store first, then pick up the goods at our pick up location. Our online store provides the availability of all the items, you can stay home and get what you want.

No! All the products in shop are sold in first come first serve basis.

Our web store has the stock detail, you may place the order on-line to reserve your items.

No!

-All pre-order items must be processed at our webstore.

-Our Retail Stores will not handle any deposit payment for your web orders. All deposit payment must be made on-line.

   

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