Email:
We'd love to hear your comments or requests about
FlightDecs or this web site.
If
you are interested in receiving our e-flyer. Please drop us a line
Our Phone Number is:
1 (807) 768-1586
Our Fax Number is:
1 (807) 768-1597
Our Mailing Address is:
FlightDecs
244 Masters Street
Thunder Bay, Ontario
P7B 6L5
Canada
Your Satisfaction is Guaranteed!
My guarantee policy is very simple: Your satisfaction
is guaranteed, period.
There's no fine print. You can return anything you
bought from us at any time, for any reason.
If
for any reason you're not completely satisfied with your purchase, return it
for replacement, exchange, credit, or refund.
If you should have a problem we ask you contact us at (807) 768-1586
(fax (807) 768-1597) or orders@flightdecs.ca ,
and we will make sure your
problem is fixed!
Shipping
You may want faster shipping. You have the option of
selecting various faster methods, and of providing us with specific shipping
instructions.
Faster shipping obviously costs more, and you will be billed
according to the service you've requested and the charges from the shipping
company.
Our mailing rates are as
follows: FLAT ITEMS (DECALS)
Airmail Post: Please allow 2 to 6
weeks delivery.
Mailing rates do
not include Tracking Number!
1.We send our orders out on a weekly schedule to the
best of our ability. We can't give you an ETA on your package since we
still have not
figured out how the various postal systems do their thing.
A package to Europe generally takes a week to arrive; to various points in
Canada -
three days to a week or more; to the US - generally 7 work days
but as much as four weeks. We're genuinely concerned by this
irregularity but it
is beyond our control. For an addtional amount, we can
send your package by Canada Post Express which 'guarentees' delivery
within the week.
2.We
cannot be responsible for an order lost in the mail but if you are concerned
about large orders we can insure your package for an additonal
$1-2
(depending on the size of the order).*(Please note also that as our
business increases we cannot always confirm an order but will respond to
any
queries about an order placed (or misplaced) or inqueries about what maybe in
stock.)
It
varies all the time so it is difficult for us to know how long orders take to
arrive. As an approximate guide we say...
Air to most places 7/10 days. Surface minimum 4 weeks even to Europe.
USA/Canada 4/6 weeks, Japan/South America 6/8 weeks, Australia 8/12
weeks.
Here
are some general guidelines for shipping times. Keep in mind that this is the
amount of time
it takes after you receive your items are shipped, not after the
time you place your order.
EMS:
5-7 days
Air Mail: 7-10 days
SAL: 7-30 days (varies greatly by country -- Brazil and Italy are
especially slow)
Surface: 4-6 weeks (not recommended or insured! Read more about
this.)
For postal service shipping, customers in Asia can expect their packages
at the lower end of these estimates, while
customers in South America can take
quite a bit longer. Also our experience shows that customers in Italy and
Brazil
should be prepared to wait up to double the above times for their
packages.
Keep
in mind that these times are the usual amount of time it takes and packages can
be delayed for any number of reasons.
As such, please do not contact us about
your package being delayed until at least double the maximum amount of time
shown above has passed.
If you have waited that long, and you still have no
packge, please email us.
Again,
be sure to keep in mind that these times are the number or days from the time
we ship your order, not the time you place your order.
Before
you contact us about a missing package, please allow twice the maximum number
of days shown on our shipping times page.
In the meantime, you may wish to
visit your local post office and see if your package isn't being held for you.
Often packages are held for
customs reasons, or because they won't fit in your
mail box. In those cases, the mail carrier will leave a postcard informing you
of this,
but those sometimes go astray.
I've
waited the amount of time you recommend, but my order has still not
arrived.
First check with your local post office. Often, the post office (or
customs officials in some countries) will send you a post card
informing you
that your package has arrived. If you didn't receive this postcard for some
reason, your package my just be sitting at the P.O.
waiting for you. Second,
check to make sure that the shipping address you sent to us is correct. A
simple typing error there can cause huge
problems, of course. Third, if you've
moved recently, make sure you left a forwarding address with your previous post
office. Fourth, make sure
that a family member or co-worker (if you have your
order shipped to work) didn't receive your package and then simply forget to
tell you
about it.
If
all of these steps fail to turn up your package, then please send us e-mail at
orders@flightdecs.ca and we'll work out a solution for you.
We cannot accept this type of money order we live in Canada
All orders must be prepaid and our
experience leads us to recommend that the easiest way to make payment is by
credit card. You only need to
quote us your credit card number with expiry date
and we will do the rest. By this method orders may be placed by post,
telephone, fax and
e-mail.
We only accept payment by credit
card from our overseas customers. It saves us time and you time and money.
We
accept VISA and MASTERCARD or their numerous equivalents.
We are unable to accept AMERICAN
EXPRESS
We regret we are unable to supply
proforma invoices.
I'm worried about import duties and taxes I may have
to pay. Can you mark my package as a gift, or lower the declared value so I
don't have to pay as much?
No, we cannot. The full value of your purchase will be
displayed on the customs label on the outside of the package.
There are no
exceptions. False customs declarations are a crime, and FlightDecs plays by the
rules.
We depend on good relations with the post office to get packages to our
customers.
The postal agents in many countries, especially the ones here in
Canada, are also familiar with our company and know that we don't ship gifts.
To
Customers in Other Countries: While we sympathize with you, especially those
persons in some S. American countries who pay
import duties of up to 60%, taxes
are a part of life and you will simply have to add these costs into your
purchase planning when you
decide whether or not to use our service. Please
note that since importers in your country also have pay these same taxes, and
also tend
to mark the price of the merchandise up significantly, we think
you'll find that buying from us is cheaper than buying locally even
when you
add in the cost of import duties.
My order arrived, but some of the merchandise is
wrong.
Please accept our apologies for the error!
Please
contact us at orders@flightdecs.ca and tell us what you did receive, and
what you should have received.
We'll check our records on this end and confirm
whether or not a mistake was made.
If there was, we'll either ask you to send
back the incorrect item (if we do, we'll credit you for the postage, don't
worry),
or let you keep it, and then of course ship you the correct item at no
additional cost.
Should
the correct merchandise not be available for some reason, we will of course
offer you a full refund.
I'm very patient. Please hold my entire order until
everything is available, no matter how long it takes.
In order to keep our customers' shipping costs as low
as possible, we would love to be able to hold available stock for an
unlimited
period of time while we wait for backordered items to come in. Unfortunately,
our cash flow is not unlimited, and because
of the nature of distribution in
the FlightDecs industry, it may take months before all the items you have
ordered are in stock.
Over that period, it is very difficult for us to finance
the available stock (we have to pay for these items shortly after we receive
them!).
That's why we ask our customers to please take what is available after
a one-month wait. We feel that this is the best balance between our
customers'
need to keep shipping costs down, and our need to be able to pay our suppliers
for what we buy. We hope you can
appreciate our position on this.
I am not sure which number you want from my card?
I am not sure which number you want from my card?
For all cards we need the longest number usually found across the middle
of the card.
Visa
cards have 16 numbers 4** **** **** **** though some are still issued with 13
numbers 4**** *** *** ***
Mastercards have 16 numbers 5*** **** **** ****
I do not have a credit Can I send a cheque?
If you are in the Canada or United States you can pay
using cards, or postal order. If you are overseas we can only do business with
payment by credit card. This is because we do not know the postage cost until
the parcel is packed and so you do not pay for items
that may be unavailable
when your order is packed.
If you wish to pay via paypal. Please advise us of items requesting via
email orders@flightdecs.ca and we will email you back with
invoice for
payment. WE WILL NEED YOUR SHIPPING ADDRESS
You haven't shipped my order, but you've already
charged my credit card!
If you are seeing charges on your credit card from us,
but haven't received a shipping notice yet, don't worry!
We're likely just
moments away from shipping your order! FlightDecs never charges a customer's
credit card until
a day or two before we actually ship the merchandise.
Also, If you're seeing a charge from us, and your order has not
been shipped,
then it is possible that you are seeing a charge from us for an earlier order.
Because of the way that Canada
credit card companies process charges, it can
take one or two months before charges appear on your card statement.
If
you still feel that we have placed inappropriate charges on your credit card
account,
please contact us at orders@flightdecs.ca and explain the problem.
We will
investigate the matter promptly and make any corrections that need to be made.
My order is on "credit hold" because of a
card problem. What do I do?
If we are unable to successfully charge your credit card,
we will post a message to you by e-mail. If our card authorization
terminals
show us a reason why we cannot get approval for the payment, we will show that,
too.|
If
you are placed on credit hold, please submit new credit card information using
email to orders@flightdecs.ca .
Even if you are going to use the same credit
card account to pay us (such as in the case where you were over your credit
limit),
please submit the same number to us again. As soon as we receive new
information from you, we will try to
charge your card again and get your order
on its way to you!
Note
that if we are unable to successfully charge your card for a week or two, we
may cancel your order.
If you are having a temporary payment problem that you
hope to have cleared up within a few weeks, make sure you contact us a
orders@flightdecs.ca to tell us about the problem and avoid cancellation
of your order.
Out of Stocks
We carry DECALS from lots of extremely small producers
(many who literally work off their kitchen table _tops!).
While we do our best
to maintain adequate stock levels, this is not always physically possible.
Since we do not backorder
(this way you will never be surprised when a package
shows up at your door!),
YOU WILL NOT BE BILLED FOR ITEMS ORDERED BUT NOT AVAILABLE.
BACKORDERS
We do not backorder items. Everything available the
day your order is processed will be sent.
You will not be charged for any items
not sent, and your credit card will only be charged the day
your order is
processed (normally within one day of the date your package is shipped).
DATE YOUR CARD IS CHARGED
Unlike many companies in the hobby market place, we DO
NOT charge your credit card the day we receive your order!
We only charge your
card the day your order is processed, normally the same date it is shipped (or
the day before).
How to Pay for your Order
FlightDecs recommends payments by credit card or
International Money order / Paypal if at all possible for reasons of speed,
convenience
and safety. All you need to do is input your credit card number
into the order form when you place your order, just like any other mail-order
web site, or use PayPal's service. However, if you cannot get your own credit
card, or borrow the use of that of a friend or family member,
and don't want to
use PayPal, then we can receive your payment by money order. Please carefully
read the instructions below:
To
Pay by Certified/Cashier's Check or Money Order
(1) Place your order as normal. Check with us before you plan on sending
a money order in case of a stock out item. Over payments will cause
you to have
a store credit.
(2)
Get a certified/bank cashier's check or money order made payable to
"FlightDecs" for the total amount of your order in US Dollars.
Canadians pay in Canadian Funds. Important! DO NOT send a personal check, or
make the check payable to FlightDecs. Such checks will be
returned to you,
delaying shipment of your order! We regret we cannot accept personal checks;
money orders, bank drafts and cashier's checks
only, please!
Q:
Why is the payment in US dollars, and why is it made out to FlightDecs.
A: We'd love to accept checks drawn overseas for deposit to our bank
here in Canada. However, Canada banks charge handling fees,
and it can take up
to one month to happen. These factors make it very impractical to accept checks
for small amounts.
(3)
Mail the Payment to:
FlightDecs
244 Masters Street
Thunder Bay, Ontario
P7B 6L5 Canada
If
you place many orders with us, or are ordering a large number of items, we
strongly recommended
you use a credit card to pay for your order. Feel free to
e-mail us if you have any other questions, comments or concerns
about money
order payment procedures.
NON-WEB ORDERING
If you need to send your order by mail, the easiest
method is to select the products you want, then print out the "order
form"
page with your full order listed, including quantities. Send this
page with appropriate payment to:
FlightDecs
244 Masters Street
Thunder Bay, Ontario
P7B 6L5
Canada
Please Note: If you live in
the U.S.A / Foreign
Please pay in US funds when using money orders
Orders can be taken over the phone
using your credit card for payment. Overseas customers should remember to allow
for the differences
in time when calling. Our hours are 6:00pm to 9:00pm
EST-Monday to Friday
12:00pm to 5:00pm Saturday
24 hour Answering Machine
Please
include: Name / Shipping Address / Items requesting / Qty /
I want to pay by PayPal (or by money order or
cashier's check), but you haven't told me how much to pay.
That's because we probably don't know yet.
Whatever
you do, please do not send us your payment until you receive a payment request
from us explaining
how much to pay. As soon as we know exactly what we can send
you (i.e., your entire order becomes available,
two months pass from the time
you ordered, or you request a partial shipment), our order department will
automatically send you an e-mail explaining exactly how much to pay, and how to
pay it. Once we've confirmed
your payment, then your order will be shipped from
Canada. Until one of those shipping conditions are met,
we will hold your order
waiting for additional merchandise to come in.
Because
of these steps, non-credit card payments delay shipping by at least two weeks.
That's why we always recommend
credit card payments for faster and easier
delivery of your order.
PRICES
Prices/Postal rates are subject to change without
notice due to fluctuations in foreign currency exchange rates and other factors.
You will be charged the correct price on the day your shipment is sent.
Candians pay the US prices
United States pay the US prices
Foreign pay the US prices
As
you've probably noticed by now, our products are priced in Canadian / US funds.
A lot of people have never purchased directly
from another county before, but
in this era of the Internet, credit cards, and PayPal, there's nothing
difficult about shopping in a
foreign currency! We will charge your credit card
in Canadian dollars, and your card company will do the currency exchange for
you.
Your card statement will show both the original Canadian dollar amount
that we charged you, as well as the conversion to your local
currency. If you
pay via PayPal, you just select Canadian or US depending where you are
located. Canadians pay Canadian prices only!
Prices
at FlightDecs are the manufacturer's suggested retail price for the item in
Canada. On our sale pages, you can find a few
discounted items as well (usually
a sign that we bought too much of something!). Nothing is priced higher than
its standard retail
price in our sale section, even if it's a rare product.
Discounting of hobby items is rare in Canada. That means that shopping
through
our web site is just like getting on a plane and shopping in Canada
Why don't you show if something is in stock or not on
your web pages?
But we do...or we least try to keep this part up to
date! We recently started this sort of a display system, though it's admittedly
still a bit
primitive. If the item is displayed in the listing,
that means that it is currently in stock. If it is not you will see this
logo. 
We are currently working hard behind the scenes to improve this function on our
web site.
Before
you decide not to order something that is not in stock, please understand that
being "in stock" and being "available"
are two very
different things.
Many
items we don't regularly stock (for reasons of size, cost, or low demand) are
available from our distributors and we get them
quickly when we place an order
for them if a customer requests one. Also, an item we normally stock may just
be temporarily out.
This, too, means nothing about whether we can get it for
you or not.
Please
just go ahead and place your order. We will email you--We will shop at our
distributors for items ordered by
customers that are not in stock until we
either find it for you, or become convinced the search is futile. If you are
worried about acquiring the item, and want to place another order with another
company, go ahead and do so.
You can always cancel your order with FlightDecs
if you find the item elsewhere first.
Air Shows
We are always pleased to meet our mail order customers
at these events. It is impossible to take everything that
we stock to a show so
if you have any particular requirements please let us know at least 48 hours
before the first
day of the show and we will be sure to take them with
us. Look for the red/Black FlightDecs Sign.
When is the best time to order?
Our website is open for business 24 hours a day, 7
days a week so you can order anytime. FAX - 24 hours
Product Availability Overview
Unfortunately, being in Canada does not mean that all
decals by all manufacturers are always available. In other words,
many of the
items on our pages are out of stock, even if we haven't marked them as
out-of-production.
Why
are many of the items on our pages out of stock? Consider how hobby products
are manufactured: Unlike automobiles, or computers, or
other products that take
a long time to physically manufacture, thousands of decals can be manufactured
in just a few days. Of course, the
original tooling can take months to prepare,
but once it is completed, the actual decal can be cranked out very easily. For
this reason,
manufacturers usually only produce a given item once a year or so,
depending on its popularity. That's why if we run out of stock of something, it
may take months to get more, even though the item is not
"out-of-production." If you understand how this works, and are
willing to be patient,
you can use our service to get yourself a copy of just
about any decal that is still manufactured.
Another
reason we have chosen to list even very hard-to-get items is that this way, our
web site can also serve as a useful reference
for the modeling community as to
what items have been produced in the past, even if we cannot supply the item at
the moment.
That way, customers can try to get the item from other merchants,
as well.
In
most cases, new products are available without difficulty for two or three
months after their initial release.
However, beyond that, the situation varies
greatly by manufacturer.
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