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We appreciate your interest in ordering from us. If you may have any questions regarding your order, or order you would like to place, please give us a call or email! Our sales representatives are always willing to help with any questions you may have!
Contact Troy Built Models

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 online using Visa, Mastercard, Discover, or Paypal. (Due to PayPal holding some of our customers’ payments, we are forced to wait to ship PayPal orders (usually 1-2 business days).  We are sorry about the inconvenience and urge you to use a credit card which has a the same billing address as your order’s shipping address for the quickest order payment method!

2) Over the Phone - Once we take your order down over the phone we will send you a copy of your Sales order. This may or may not contain shipping based on the items you are ordering. Shipping charges will be on your final invoice. If you would like to know your shipping charges BEFORE we charge and ship your order, please inform your sales rep. accordingly. A member of our team will get back to you with a final amount by email or phone (whichever you prefer) as ask for your approval to proceed with charging and shipping your order. Email asking about information if you want to pay with Western Union.

CALL - Call (941) 342-8685 during regular business hours of 9am to 6pm Mon -Fri ET Florida time.

*Most orders in by noon are shipped the same day!
Note: When shipping to Florida, we MUST charge FL sales tax of 7%.
*Most orders only include credit card payment method, not PayPal.

3) E-mail us

TROY BUILT MODELS
1650 HONORE AVE
SARASOTA, FLORIDA 34232
PHONE (941) 342-8685
FAX (941) 894-3383
(Fax only is available during regular business hours of 9am to 6 pm Mon - Fri Eastern time)

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

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 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. (Due to PayPal holding some of our customers’ payments, we are forced to wait to ship PayPal orders (usually 1-2 business days).  We are sorry about the inconvenience and urge you to use a credit card which has a the same billing address as your order’s shipping address for the quickest order payment method!”)

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

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 TBM 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: gloria@troybuiltmodels.com. 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. (Due to PayPal holding some of our customers’ payments, we are forced to wait to ship PayPal orders (usually 1-2 business days).  We are sorry about the inconvenience and urge you to use a credit card which has a the same billing address as your order’s shipping address for the quickest order payment method!”)

2) 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.

3) 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, Express Mail (EMS), and Priority Mail. 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.

» » » PLEASE ALSO NOTE: TBM under any circumstance will NOT send customers "fake" invoices for a lesser value than what we have charged.

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 we usually ship via BAX GLOBAL to your nearest airport. This is by far the cheapest method and is very reliable. Airplanes are shipped from warehouses separately from components like engines and electronics, and shipping for these items is separate.

BAX/ DB Schenker/Freight shipping - In case of damage the receiver must complain to the carrier directly after the discovery of the damage at the latest 7 days from the date of receipt. Otherwise neither Troy Built Models nor the carrier will be held responsible to replace/repair the damaged good or refund or give store credit for any amount.

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. 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. 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. 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.

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.

We will not ship to PO Boxes unless you are an established customers with a TBM account. Please contact us if you want to get an account with us.

We insure Priority Mail packages but, we are not responsible for the paperwork in case you need to do a claim with the post office. We would provide you with proof of insurance etc.

PLANES SHIPPED VIA UPS FREIGHT - We are committed to making sure you are satisfied with our products. Your order is inspected prior to shipment to ensure all items are in excellent condition before they leave our facilities. Although our
products are packaged securely to prevent any damage it's possible that in rare cases, damages may occur during shipment. This plane has to be shipped via Freight Company because of its size and because of their regulations, we ask that the customer, or a responsible adult be present at time of delivery to open the box. Before signing for the shipment inspect the carton and contents. You should have a knife on hand to help open the carton. Should you notice any damage, please note it on the bill of lading, refuse the shipment and contact us immediately.
NOTE: We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the Freight Bill of Lading. If you are unable to inspect the contents at the time of delivery, make a notation on the lading that there appears to be some damage to the contents and that you were not able to inspect the contents before signing. You then have 24 hours to initiate a damage claim with us.

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. 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.

Troy Built Models is happy to ship anywhere in the world. We use two different carriers for international shipping: UPS and the United States Post Office (USPS or EMS). The information below should help you choose which is the best shipping method for you. (NOTE: We cannot ship Li-Ion or Li-Poly batteries outside of the U.S.)

You will have to pay customs charges when your package is delivered. You will need to contact the carrier you choose in your country to get customs rates.

UPS

UPS is a very reliable carrier. They have an excellent tracking system (your tracking number is automatically e-mailed to you when your package is shipped) and in the many years we have been in business they have never lost a package. Their claims system is also very good. If your package does not arrive when they say it should, they will refund the shipping cost within 7 business days which we will then pass on to you. UPS is more expensive than the USPS. They round up to the next pound (no ounces are considered) and the size of the box is incorporated into the shipping cost, as well as the value. Below are some example shipping prices for a box measuring 13"x9"x7 insured for $100 for various places around the world:

Country	UPS Express (2 to 3 days)	UPS Expedited (5 to 5 days)
Australia	$86	$82
Belgium	$75	$72
Canada	48	43
France	75	72
Germany	75	72
Greece	101	96
Mexico	59	61
Norway	96	101
UK	76	72
Poland	146	110
South Africa	146	N/A
Spain	85	79
Sweden	85	79
Switzerland	85	79
United Arab Emerites	83	81
Venezuela	114	109

Insurance: The first $100 is free, $100 to $200 is $1.50, then $0.50 for every $100 after that.
Some items like wingbags, 3-bladed propellers, and tubes that are 36" long or longer are oversized boxes and will cost more.

USPS

The USPS is less expensive than UPS, but much more unreliable. We have had many lost, misdirected, and damaged packages sent by this method. But because UPS can be so costly, we must offer this option to you. The USPS only updates their tracking system once a night, and even then it is not always accurate. They weigh by pounds and ounces, and have limits on box length and girth, but normally any box we ship will fit their guidelines. Below are some example shipping prices for various places around the world:

Country	US Express Mail (5 to 6 days)	US Priority Mail (6 to 10 days)
Australia	$28	$22
Belgium	32	39
Canada	24	18
France	30	21
Germany	30	21
Greece	30	21
Mexico	26	18
Norway	30	21
UK	30	21
Poland	28	20
South Africa	32	22
Spain	30	21
Sweden	30	21
Switzerland	30	21
United Arab Emerites	32	21
Venezuela	30	19

 

Insurance

Indemnity Limit Not Over	Canada*	All Other Countries
$50	$1.65	$2.40
100	2.05	3.30
200	2.45	4.20
300	4.60	5.10
400	5.50	6.00
500	6.40	6.90
600	7.30	7.80
675	8.20	8.70
700	N/A	8.70
Additional Indemnity *	N/A	0.90
Additional Indemnity **	N/A	0.90

 

* The insurance indemnity limit for parcels to Canada is $675.00.
** To determine the fee when the amount of insurance exceeds $700.00, add $0.90 for each $100.00 or fraction thereof of additional coverage.

Wingbags and tubes that are 36" long or longer are oversized boxes and will cost more. In some cases there are limits in the size of the box we can ship to some countries, so the package can't be shipped via EMS, and it will have to go via UPS only.