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Frequently Asked Questions | FAQ

rcMart Hong Kong 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.


The purpose of establishing rcMart Hong Kong website is dedicated for customers in Hong Kong, to provide a more authentic shopping environment. We can also provide more specified function for Hong Kong RC hobbyist. In addition, 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, you have to open another account on the rcMart Hong Kong Store The design of rcMart Hong Kong website is dedicated for customers in Hong Kong.

We also provide more specified functions for Hong Kong RC hobbyist. 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 websites, with different pricing and terms of use.

Also if there are special offers on the Hong Kong Store, the same discounts cannot be enjoyed on Global website.

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

No! Customers from China, Macau & Taiwan please place your order at rcMart Int'l Site

The purpose of establishing rcMart Hong Kong website is dedicated for customers in Hong Kong, to provide a more authentic shopping environment. We can also provide more specified function for Hong Kong RC hobbyist. In addition, 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..

How to shop with us

Over 9,000 products in line with the Smaller & Lighter shipping requirements will be marked with Smart Shipping Saver.


>>Free shipping for orders over HKD$600 with all SSS-eligible merchandise(s)!<<

No matter how many Smart Shipping Saver products you got, the shipping free will always be $0!


For more information, please visit 宅運慳 (Smart Shipping Saver).

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

1) Name
2) email
3) Hong Kong Mobile Phone No.
4) Login Password

After register, we will send the verification code via SMS to your mobile phone. Please enter the code within 30 mins to complete the new account registration.

* We only accept Hong Kong Mobile Phone Number for registration
* Please check carefully your shipping address when you check out to secure a smooth delivery


We recommend our customer to register an account and log in with 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.

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

If your order status 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 existence. Therefore, it would be more appropriate if you search item 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.

Pre-orders require two payments:

1) When the pre-order is placed, customer needs to pay 50% of the item as deposit unless specified.

2) After the goods arrived, you will be notify by your email which registered with rcMart. Customer needs to log in to the website to choose the pick-up spot or the delivery method. We will calculate the remaining balance according to the customer's options. Customer needs to settle the balance before we proceed the order.


Note:

-All pre-order items cannot be cancelled after the deposit paid, please consider carefully before placing your order.

-We will refund the deposit in full ONLY when the supplier cannot provide the goods or the supplier is seriously delayed. Severe delay is defined as 12 months after the deposit has been paid.

-If customers choose to pay the deposit by FPS or bank transfer, please complete the payment within 2 working days after placing the deposit order and email the payment information to us for confirmation, otherwise the reservation will be cancelled.

-Pre-order products must be ordered separately. No other items can be add into the same order.

-Unless specified, there is no limited order quantity of the same product.

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. 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!

You need to Enable Cookies in your browser to login

We offer wholesale prices only to hobby shops for resell purpose. 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, it will most likely not be available in the near future.


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

We welcome to visit our Retail Shops in Hong Kong.  Our Kwun Tong pickup point is for order pick up only, it has no retail facilities there!!  Also, Our warehouse is not open for shopping or visit!

We accept the following forms of payment:

FPS, Payme, Alipay, WeChat Pay and Bank Transfer to our HSBC Account


After transferring funds, please email proof of transfer and order id to [email protected]

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

NO!

The online shop only sells the in-stock products in our warehouse (except pre-order items), we can't accept online orders for the products that are only in stock in the retail store. In such a case, we suggest you go to the retail shop as soon as possible to get the product. Stock is sold on a first come first serve basis.

Payment FAQ

rcMart HK Web Store accepts the following payment methods:

  • Credit Card (Visa/ Master)
  • Paypal 
  • Bank Transfer HSBC
  • Fast Payment System (FPS)
  • Payme
  • AlipayHK
  • WeChat Pay HK

We accept PayMe payment. Before using PayMe payment, please make sure:

i) You have registered as a PayMe user

ii) Your device has downloaded the latest version of the PayMe App

iii) You have logged into your PayMe account on the device

iv) Your PayMe account has sufficient balance or an effective way to add value


Mobile users will be taken to the PayMe app for authorized transfer

Web users will see an order QR code during check out, please open PayMe Apps on your mobile phone to scan the QR code to pay


We accept AlipayHK / Alipay payment. Before using Alipay payment, please make sure:

i) You have registered as a Alipay user

ii) Your device has downloaded the latest version of the Alipay App

iii) You have logged into your Alipay account on the device

iv) Your Alipay account has sufficient balance or an effective way to add value


Mobile users will be taken to the Alipay app for authorized transfer

Web users will see an order QR code during check out, please open Alipay Apps on your mobile phone to scan the QR code to pay


We accept WeChat Pay HK / WeChat Pay payment. Before using WeChat Pay payment, please make sure:

i) You have registered as a WeChat Pay user

ii) Your device has downloaded the latest version of the WeChat Pay App

iii) You have logged into your WeChat Pay account on the device

iv) Your WeChat Pay account has sufficient balance or an effective way to add value


Mobile users will be taken to the WeChat Pay app for authorized transfer

Web users will see an order QR code during check out, please open WeChat Pay Apps on your mobile phone to scan the QR code to pay


You MUST send us a copy of bank transfer note together with your order ID by email after paid by Bank Transfer. 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.

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 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.

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 machine at home.

Please do not share your credit card information to your friend for any payment.

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

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.

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

ONLY HKD is acceptable for rcMart Hong Kong Webstore.

Store Credit will be deducted in your next purchase. Store credit can be used for item cost & shipping cost only.  Store credit cannot exchange to Cash in any situation.



Shipping FAQ

rcMart Hong Kong website only serves customers located in Hong Kong, and only accepts orders within Hong Kong,  both Hong Kong address delivery or self-pickup.


If you need to ship to an address outside Hong Kong, please purchase it at rcMart International website.

Multiple delivery options will show up when you check out from shopping cart depends on product size. You can select your favor 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.

rcMart Hong Kong website only serves customers located in Hong Kong, and only accepts orders within Hong Kong,  both Hong Kong address delivery or self-pickup.


If you need to ship to an address outside Hong Kong, please purchase it at rcMart International website.

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 is paid by other payment method, the payment will be refunded to your rcMart account as Store Credit. You can feel free to use the rebated Store Credit on your next purchase.


HK Post & SF Express have different regulations for local delivery service. To ensure that mail in transport does not present danger during its transmission, prohibited or dangerous articles must never be sent in their channel. eg. Spray paint is considered as pressurised containers (aerosols), which is not allowed to transport.For some electronic devices, we restrict the item for store pick up only to avoid the breakage during transport,

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 local orders in Hong Kong 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 cut-off time: 11:00 am every day (subject to the time of payment confirmation)
Order Processing: Orders confirmed before the cut-off time will be sent out on the same day, and orders after the cut-off time will be sent out within the next working day
Pick-up at the store: Orders and payments confirmed before 11:00 am, can be picked up at our designated pick-up point after 5:00 pm on the same day
Hongkong Post: Shipping time is usually 1-3 working days
SF Express: Delivery time is usually 1-2 working days

Since the shipping cost is depended on the size, weight of the parcel and the shipping method you choose.In fact, it is calculated online. Please register an user account, and put any product that you are interested in into your shopping cart and check it out.You may abort the check out process at any time if you don't agree with final price.

We have been engaged in the online shop industry for nearly 20 years and have processed countless online shopping orders. With rich experience in order processing, we are bound to provide 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 customer orders quickly.We have design quality delivery box for shipments. The stiff box is able to withstand up to 50Kg 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 will resend it again. Customer will pay NO additional fee in this situation. 

If you have already accepted delivery and then find shipping damage, please contact us immediately. Keep 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.

Postal damage claim will be processed by Hong Kong Post office and rcMart will keep you update wtih 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 problems. We will contact you to arrange to solve the related problems.

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 problem or man-made damage. If it is confirmed that it is a product quality problem, we will deal with it immediately. In case of uncertainty, we will send the product to the manufacturer for detailed 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 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.

Postal damage claim will be processed by Hong Kong Post office and rcMart will keep you update wtih 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, but 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 our store credit for your next purchase at rcMart.You can check the refund status by login to your account.

Retail Shop FAQ

For more information about our stores and business hours, please check our store information page.

Our retail shop is not big enough for the huge variety and quantity of goods that can be stored, 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.  "Store availability" shown on the product page is for reference only; we only update the stock level 1-2 time per business day.



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.

For payment methods we accepted at the retail store，please visit rcMart Hobby Store Page for reference.

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.


We DO NOT provide RC Car check-ups & repair services in the retail shop.


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