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ORDER POLICIES
CREDIT CARD ORDERS
Dirt Heaven accepts Visa and MasterCard as payment. When using your credit card, please provide your credit card billing address if different from the shipping address and daytime/nighttime phone numbers. 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.
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 with Dirt Heaven and other companies. 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.
COD ORDERS
Sorry, we do not accept COD orders at this time.
OUR PERSONAL CHECK POLICY
While we attempt to bank-approve personal checks for immediate shipment, this may not always be possible and we may hold your order for 10-12 business days. To ensure that your order is shipped as quickly as possible, please send a money order, certified check or use your credit card. Business checks are treated as regular personal checks. Customers whose checks are returned to us because of non-sufficient funds will be charged $25.00 for handling in addition to the amount of the check. If it becomes necessary for us to use an attorney or collection agency, you will be responsible for all collection fees.
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 if placed within 30 days, or if after 30 days an invoice for the amount due will be sent. 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.
BACKORDERS
Although we do our best to keep all items in stock, occasionaly we will not have the desired item that you are looking for. 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, and discontinued items may not be backordered. We only charge our flat shipping charge once per order and will not charge you twice for orders containing backorders.
ORDER FULFILLMENT
If any item is missing in your order, you must notify us immediately within 24 hours of the packages arrival. We reserve the right to make the final discression if any item was missing from your order.
CANADIAN AND INTERNATIONAL ORDERS
Dirt Heaven ships all over the world. Please send payment in the form of an International Money Order in U.S. Funds, or use your credit card. Under no circumstances will we falsify invoices or shipping labels.
RETURNING MERCHANDISE
Complete instructions for returning merchandise are printed on your Dirt Heaven invoice. Please carefully read those instructions if you need to return an item. We will accept merchandise for return that was purchased from Dirt Heaven within 30 days of receipt. The merchandise must be in new and unused condition and in its original packaging. Mounting and running fuel through a model engine, installing radio parts in a model, installing software or discarding the packing material are some examples of what constitutes used merchandise. We do not accept returns via COD or billed to Dirt Heaven in any way.
DEFECTIVE RETURNS
If the item you wish to return is inoperable, but has no apparent damage, it is considered defective. The instructions on how to handle this type of return will vary, since some manufacturers insist on handling defects directly. Defective merchandise may be returned to us as long as it is in new and unused condition. Used, defective merchandise should 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. If you can determine that a product is detective before using it, we may be able to accept it back for exchange or refund; however, we suggest that you call us before taking any action.
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 call 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.
QUESTIONS OR CHANGES TO RECENTLY PLACED ORDERS
If you have placed an order with Dirt Heaven recently and need some information about it or would like to change it in some way, there are a number of ways you may 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.
AD NUMBERS
If you heard of us through an ad, please notify us of this when you place your order. It will help us find the most effective means of serving you in the future.
PARENTAL VERIFICATION OF ORDERS
Unestablished customers under the age of 18 must have a parent or legal guardian present to verify any order placed by phone before an order will be processed.
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, etc.
PRICE AND/OR DESCRIPTION CHANGES
All prices, pictures, and descriptions on this site and all other Dirt Heaven publications are subject to change. Dirt Heaven maintains no responsibility for inadvertent errors. In the event of typographical errors on our site or in our publications, Dirt Heaven reserves the right to cancel or refuse orders at its sole discretion. Please contact us within 30 days regarding price or promotion discrepancies.
If you have any questions regarding our ordering policies, please send us an e-mail at sales@dirtheaven.com.
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