FAQ

First and foremost, we stand behind the products that we sell and service.  The way we do that tells a lot about our company ethic and unending desire to serve our customers.  Below are our primary policies and services.

 

POLICIES

Satisfaction Guarantee

Your satisfaction is guaranteed. If you are not satisfied with any product purchased directly from SailRC, please return it for a refund based on the following terms:

  • Product must be returned (ship date) within 30 days of original receipt of product.
  • Product must be in resalable condition. That includes repacking of all parts in original packing, as originally packed, with complete paperwork included, and with no indication of use.
  • Shipping costs are not refundable.
  • Return shipping damage is the responsibility of the returning customer.
  • Restocking fee – 10% of cost of goods

Warranty

SailRC is NOT the manufacturer of any product we sell. Therefore, we do not carry the ultimate responsibility for the warranty. However, we do everything possible to insure that you get prompt and fair service.

Specifically – we want you to contact us first with any product question or problem – see Contact Page. Steve will arrange a phone call to move quickly through your issue and provide exact instructions.

SailRC may intervene between you and the manufacturer if we have a warranty support arrangement with that manufacturer.

Warranty Statement: Warranty on products sold and shipped by SailRC covers failure of any part that is caused by defect in workmanship or materials when the product is used as intended*.

*Use as intended Model boats and boat equipment are intended to sail on water. They are not intended to withstand collisions with each other or any other obstruction. Electronics are not intended to get wet!

What is not covered Damage caused by misuse, abuse, improper care, accident, modification, shipping, wear and tear, or repair by anyone other than the manufacturer or their representative. Damage to metal parts due to use in salt water.

Warranty Fine Print

Registration & Proof of Purchase  Proof of purchase is critical to a warranty claim. Please register your boat with SailRC within one month of purchase and keep your original receipt.

Electronics SailRC is not a warranty service station for any electronics company. We are pretty good at troubleshooting most of our electronics but even we have a hard time keeping up with new technology. We will troubleshoot your issue on the phone and if we cannot resolve your issue, we will send you directly to a manufacturer’s service rep to get a resolution (either repair or replacement). We will NOT be sending you overseas to any manufacturer – all service centers we use are in the US!

Shipping Damage All items shipped by SailRC are insured for full value. If your boat, or accessories, are damaged during shipping from us to you, it is important to contact SailRC immediately for claims processing.

Important If something is damaged in shipping, most of the time the outside box shows evidence of rough handling. We need pictures of damage to the box.

Again, we are not responsible for damage in shipping but we facilitate getting a resolution in your favor.

Warranty Shipping – The customer is responsible for all costs of shipping a warranty item to and from a warranty station.

No Return If a part fails, many times we can made a decision based on your photograph sent via email. In this case, we may avoid having to return the broken part for review. So take good pictures and send to Steve@SailRC.com.

Replacement Parts Any shipping involved with warranty parts is paid by the owner.

If SailRC ships a warranty replacement part before a faulty part is returned to SailRC, or the manufacturer, the owner will be charged for the replacement. When the part is properly returned and deemed replaceable under warranty, then a credit will be issued to owner’s credit card.

Term We do not set the term of warranty service on our products but we sometimes offer extended warranty coverage. Below are just some of the warranty terms for the products we handle.

RC Laser Out There Technologies (OTT), a US company, produces the RC Laser and warrants each new boat for six months from the verified date of purchase. In North America, SailRC manages all RC Laser warranty services.

Nirvana High Definition RC, a US company, produces the Nirvana and warrants each new boat for 90 days from the verified date of purchase. In North America, SailRC manages all Nirvana warranty services.

Charger The Fusion NX83 charger is manufactured to SailRC specifications and is warranted for 3 months by SailRC.

Batteries All rechargeable batteries sold by SailRC are warranted by SailRC for 6 months. This warranty is serviced by SailRC directly.

Aero-Sport Electronics These radio systems are warranted by Airtronics for a period of one year, and are serviced in the US by Global Hobbies.

Hitec Electronics All Hitec electronics are warranted for one year, and are serviced by a Hitec service station in the US.

 

SERVICES

Shipping

We ship weekdays via UPS. We will always ship UPS ground unless you request faster service. Our warehouse is outside Cleveland, OH, so shipping along the eastern seaboard is usually 2 – 4 days, whereas shipping to the west coast is usually 5 days. UPS does not operate on the weekends or on holidays so take that into account when ordering.

If you choose 3 day, 2 day, or overnight shipping, you will pay a lot more for shipping. So please plan ahead to avoid spending extra funds for shipping. If you have an absolute “must have” date, please make sure you put that date in the order form in the “comments box” and our agent will adjust your shipping to get it to you on time.

We also use US Postal Service when it provides a less expensive and “as fast” shipping means. Obviously some of our boats are too big for USPS.

No PO Boxes – Remember that UPS will not deliver to a post office box.

No Signature – We do not require a signature on your end unless you specifically request it.

We usually ship within 48 hours of your order. “Usually”” means that is our goal, but since we install some items (like radios) in some orders as they are shipped, we can get backed up. To be fair, most orders go out within 24 hours.

We do not make money on shipping! However, occasionally our on-line shipping calculators do make a mistake.  We will catch mistakes and adjust the shipping amount before charging your credit card.

Free Shipping – On occasion we offer FREE shipping on our boats but parts will only have free shipping if they fit within the boat box. So if you order a boat with Free Shipping and you also order parts or accessories, you may see a shipping charge for extra cartons.

Tracking – UPS sends each customer a tracking notice after we ship your items, complete with tracking numbers, therefore, we do not provide tracking information.

Overseas shipping – Our preference is to ship to a “consolidator”” in one of our US ports. That usually works out better for the customer as well. So if you have a consolidating agent in the US, please provide their information in the “Ship To” address on your order.

Otherwise, we usually ship overseas via USPS. We will quote shipping to foreign countries but we do not have anything to do with foreign customs, duties, or taxes. That must be taken care of by the customer upon product entry. We will not alter invoices for products going overseas.

If you wish to use another shipping agent, we will provide all the shipping dimensions and weights and you can arrange to have your order picked up at our warehouse.

Shipping cartons – All our boats ship in plain unmarked shipping cartons. However, the label always carries our company name and warehouse address. So if you are trying to keep a secret, you still need to intercept the package.

Payment

Merchant Services

Secure Shopping

You can shop at www.SailRC.com with confidence. We have partnered with Authorize.Net, a leading payment gateway since 1996, to accept credit cards payments safely and securely for our customers.

The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through credit card processing networks. See an online payments diagram to see how it works.

SailRC, whose corporate name is Elk Ridge Trading Company, Inc., adheres to strict industry standards for payment processing, including:

  • 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
  • Industry leading encryption hardware and software methods and security protocols to protect customer information.
  • Compliance with the Payment Card Industry Data Security Standard (PCI DSS).

For additional information regarding the privacy of your sensitive cardholder data, please read the Authorize.Net Privacy Policy.

www.SailRC.com is registered with the Authorize.Net Verified Merchant Seal program.
Prepayment – We require that all products are paid for before we ship from our warehouse.  Except for PayPal payments, your credit card will not be charged until the our shipment date to you.

Payment Methods – We accept MasterCard and Visa cards for products shipping to a US or Canadian address.  These cards must also have a US or Canadian billing address.   However, for those wishing to use another form of payment, and for all customers that do not live in the US or Canada, we accept PayPal payments.

Parts

Parts service is a huge challenge!  So when we have parts for you, please understand that we have ordered and paid for them months in advance, and expect to keep most of them on the shelves for months after they arrive. There is no such thing as “just in time” parts supply in our industry!

Please do not hoard parts. We get parts out pretty quickly, and most parts you will never need. So it will help our general parts service if you will let our shelves do the stocking for North America, and keep your shelves for food and drink!

If you order an “out of stock” item, you will not pay for it until we ship it – but many times we can’t tell you exactly when that will be.

Restocking

Yes, we have a charge for restocking. We charge $5, or 10% of the value of the restocked part, whichever is higher. We don’t do it as a penalty to you, but as partial compensation for the work we need to do to handle such services. So please be sure you order what you need, and need what you order.

Repair ~ Refurbishing

We will do repair and refurbishing for products we handle on a limited basis. We charge you for the parts and materials we use, plus $40/hour for our time.

Please do not ship a product to us unless we have given you full instructions and scheduled your work. Again, this is a courtesy service, not a profit center. So we need to work you in.

Wholesale

Wholesale is for stocking dealers.

Wholesale prices are based on quantity purchased each order. These discounts are for dealers that intend to sell boats retail for a profit. Our wholesale program is available by request. Please send an email to info@SailRC.com.

Privacy Policies

Information that is gathered from visitors
In common with other websites, log files are stored on the web server saving details such as the visitor’s IP address, browser type, referring page and time of visit.

Cookies may be used to remember visitor preferences when interacting with the website.

Where registration is required, the visitor’s email and a username will be stored on the server.

How the Information is used
The information is used to enhance the vistor’s experience when using the website to display personalised content and possibly advertising.

E-mail addresses will not be sold, rented or leased to 3rd parties.

E-mail may be sent to inform you of news of our services or offers by us or our affiliates.

Visitor Options
If you have subscribed to one of our services, you may unsubscribe by following the instructions which are included in e-mail that you receive.

You may be able to block cookies via your browser settings but this may prevent you from access to certain features of the website.

Cookies
Cookies are small digital signature files that are stored by your web browser that allow your preferences to be recorded when visiting the website. Also they may be used to track your return visits to the website.

3rd party advertising companies may also use cookies for tracking purposes.