Contact FAQ's

ORDER-BY-PHONE:

To place a mail/catalog order by phone....
call TOLL-FREE at 1-800-594-5115 (ORDERS ONLY)
(Order inquiries cannot be accepted through the new toll-free order-by-phone system.)
Monday - Friday: 10:00-6:00 (CST)

CUSTOMER SERVICE:

Please note, as our system has changed....
For product information, product stock availability, order status or backorder status information, please email us at:

or call Customer Service at 1-630-435-8657.
Monday - Friday: 10:00-6:00 (CST)
Please include Name, Address and Order Number or Invoice Number.
Order inquiries cannot be accepted through the new toll-free order-by-phone system.
Most inquiries are answered during weekdays, within 24 hours via email.

ORDER TRACKING INFORMATION:

Please check your email regularly. Both *UPS.com and the **U.S.P.O. Priority Mail Service, will send email shipping notifications, to the email address that you provided in your order, informing you that your package is in transit and giving you an estimated delivery date, after your package has been picked up and/or processed at their distribution centers. Please be sure that you have provided us with a legitimate email address, otherwise neither UPS.com or the U.S.P.O. Priority Mail Service, will be able to notify you of any shipping information via email.

- For ALL *UPS.com "tracking inquiries", please see our UPS.com package tracking page.

- For ALL **U.S.P.O. Priority Mail Service "tracking inquiries", the U.S.P.O. tracking service only provides pickup, estimated delivery time and delivery confirmation information. No other in-transit information is available.

(If you have provided us with a legitimate email address, and you have not received an email shipping notification from either UPS.com or the U.S.P.O., chances are your order has not yet shipped, or perhaps your spamware has blocked the email notification message. We suggest that you also check your email trash/delete folder.)
NOTE: ALL ROCKET ENGINES, HAZMAT and FLAMMABLES are shipped U.S.P.O. MAIL Ground, to the continental U.S. only.

UPS "GROUND" SHIPPING AVERAGE TRANSIT TIMES
FROM OAKRIDGE.

PRODUCT AVAILABILITY:

Our web sites are updated every 24 - 48 hours. We offer over 50,000 items online at our web sites. Hobby items are not normally marked for "in stock" status as these items are usually always available, with weekly restock shipments coming in from the manufacturers and suppliers. If and when a hobby item is out-of-stock and no longer available from the manufacturer or our secondary suppliers and/or is discontinued by the manufacturer, it will then be removed from the web site. Customers with backorders of these items will then be notified as soon as possible. Unless a customer specifically states "no backorders" we will assume that you want the out-of-stock item and will ship the iout-of-stock items as available at our discretion.
Toy items will usually be marked as "temporarily out of stock" if we do not anticipate a shipment within 7 days. If we expect restock of the item within 5 to 7 business days, we consider the product a current stock item.

However, artisan handcrafted specialty scale miniatures, doll house miniatures, scale model building components, scratch building supplies, model railroad craftsman building kits, scale miniature figures, doll house lights, doll house furniture, doll house miniatures, windows and doors, etc. vary in availability, depending on the artisan or cottage industry. Due to the lessening demand for these miniatures and scale modeling Items, we no longer maintain large quantities of these items, and special-order these as needed. If we are temporarily out-of-stock at the time of ordering, please allow 1 - 3 weeks for restock.

PRODUCT & SHIPPING QUESTIONS:

If there is a particular item you are searching for, or you need additional product information, please email us at:

or call us at 1-630-435-8657..
Monday - Friday: 10:00-6:00 (CST)
Most inquiries are answered during weekdays, within 24 hours via em ail.
Also check out our Shipping Information, Oakridge FAQs , Order Information , Slot Car Questions and Scale Modeling Size & Conversion FAQs.

CREDIT CARD ORDERS

Please note that your online "Order Confirmation" that was emailed to you, when you placed your order, is not your invoice, and it does not mean that your credit card has been charged. It only serves as a confirmation that we have received your order and it provides you with a receipt of acknowledgement and a reference.

Oakridge Hobbies, and its affiliated web sites, accepts Discover, Visa, and MasterCard credit cards. 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 or the security code does not match that which is on file at the financial institution, if authorization is not given for any reason, or if the issuing bank cannot support verification efforts, we reserve the right to cancel the order without notification. In most cases, "virtual credit cards" cannot be verified. We do not recommend using a virtual credit card on your Oakridge Hobbies orders.

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 Oakridge Hobbies, and its affiliated websites, 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.

When ordering with your credit card please also have your credit card security code available. This code allows us to further verify your card. Credit card orders without a valid security code will be subject to processing delays and our normal shipment arrival estimations do not apply.

Your credit card will not be charged until your order's in stock items are pulled to fill your order, and your order is processed for shipping (See BACKORDERS below).

In the event that we run into a problem with your credit card, while processing your order, you be notified via email. If we do not get a response from you, within 72 hours, your order will automatically be cancelled, without further notification.

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 many 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. Be sure that you have already sent your warranty card in for the item. Any and all Defects/Returns are returned at the customer's expense as we do not reimburse or pay for shipping. We also will not pay for any postage due on any Returns. All Returns must have a Return Authorization Number. Without a Return Authorization, your return will not be accepted, authorized or recognized, regardless of any proof of mailing.

Since many manufacturers insist on handling defects directly, assistance with missing puzzle pieces, paint-by-number paints, model parts, slot car parts, remote control parts, doll house parts, toy parts, or missing instructions must be handled directly with 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 defective before using it, we may be able to accept it back for exchange or credit; however, we suggest that you call our Customer Service Department 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 our Customer Service Department 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.

RETURNING MERCHANDISE

We will accept merchandise for return that was purchased from Oakridge Hobbies, and its affiliated websites, within 30 days of receipt. All authorized returns are subject to a 15% Restocking Fee. Shipping Fees are not refundable. In the event that merchandise is approved for return, the merchandise will either be replaced or a credit will be issued in the form of credit toward another purchase at Oakridge. All packaging of products are inspected prior to shipment. The merchandise must be in new and unused condition and in its original unopened packaging. Opened packaging, broken seals, items removed from packaging, used, tested, abused, crashed items, running fuel through a model engine, installing radio parts in a model, cutting up or opening parts in kits, running out of materials provided in a kit, discarding the packing material are some examples of what constitutes used and unreturnable merchandise. We do not accept returns via COD or billed to Oakridge Hobbies, or its affiliated websites, in any way. No refund will be credited for any shipping costs. No returned merchandise will be accepted without an authorization number. Any and all Returns are returned at the customer's expense as we do not reimburse or pay for shipping. We also will not pay for any postage due on any Returns. All Returns must have a Return Authorization Number. Without a Return Authorization, your return will not be accepted, authorized or recognized, regardless of any proof of mailing. The Return Authorization Number must be clearly marked on the outside of the package in large bold print and adjacent to the address label.

BACKORDERS AND ORDERS PENDING

Most items ship within seven days. 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 only charge our shipping charge once per order and will not charge you twice for orders containing backorders. You may cancel your backorders at any time prior to the order invoicing, being picked, packed and shipping, by emailing or calling into our Customer Service Department. Backorders shipped at our expense will be shipped via the most economical shipper. Refused orders and backorder shipments will be charged the shipping charge, return shipping charge and a 15% restocking fee. We are internationally known for our wide selection of products. Most items shipped within two business days. However, artisan handcrafted specialty scale miniatures, doll house miniatures, scale model building components, and model railroad craftsman building kits, vary in availability, depending on the artisan or cottage industry. Items which are out-of-stock at the time of ordering, please allow 2 - 3 weeks.

YOUR OAKRIDGE HOBBIES ONLINE CUSTOMER NUMBER / SHOPPER ID

Your customer invoice number can be found on your invoice. Your shopper id may be found on your online order confirmation. Please use the same customer invoice number / shopper id and name whenever you contact us, or when tracking your UPS shipped order at our websites.

QUESTIONS ABOUT RECENTLY PLACED ORDERS

If you have placed an order with Oakridge Hobbies, or its affiliated websites, recently and need some information about it there are a number of ways you may contact us.
Please email us at:

or call us at 1-630-435-8657. Monday - Friday: 10:00-6:00 (CST)
Note: the "Order Confirmation" that you receive via email, is NOT your invoice, and does not imply that your credit card has been charged.
Since we begin processing your order immediately after receiving it, modifications may not always be possible depending on how much time has already elapsed. You may check on the status of recently placed orders on our web site using our UPS Online Tracking Service. Simply type in the appropriate information, including your customer invoice number / shopper id, into the appropriate UPS tracking form at our website (see UPS Online Tracking Service link on the sidebar). If no information is available at the time that you fill out your UPS online inquiry, it may be that you either didn't submit your customer invoice number / shopper id correctly, or your email address that you submitted, was not correct, or the order has not shipped yet, or the order was shipped via U.S.P.O.. When your UPS shipable order is shipped, a UPS "Quantum View" email notification will be sent to the email address that you provided when placing your order. The UPS email notification will have complete shipping and tracking information. Please note: even though UPS is our main shipping agent, not all shipments are shipped via UPS. Some backordered items will be shipped most economically as via U.S.P.O.. Once your order invoices, and has entered our shipping process, and your credit card has been charged your order cannot be changed or canceled. If you Cancel or Refuse an order/shipment that has already been processed and/or shipped, once the order has been refused and returned to us by the shipping carrier, you will be charged for all shipping and handling charges, both ways, plus a 15% Restocking Fee. If you Cancel/Refuse an order that has already been processed, and you have been charged, and your order is in the packing stage, you will be charged a 15% Restocking Fee.
PLEASE NOTE: If your order invoice status is "On Hold" due to a backordered item, or if your order is "On Hold" awaiting for anticipated inventory restock shipment, you may cancel your order without any charge, as long as it is prior to your order being picked, packed and your credit card charged.

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. Also, our phone representatives may limit the length of inquiry calls.

LIMITS OF RESPONSIBILITY

We accept no responsibility for crash damage, abuse, aging, dried up paints, glues or solvents, rocket engine miss fires, loss of parts or accessories, etc. incurred during use of any item. In most cases with radio control and slot car racing, it is very difficult or impossible to determine whether crash damage or product failure was actually due to equipment failure or to operator error.

PRICE AND/OR DESCRIPTION CHANGES

All prices, pictures and descriptions on this site and all other Oakridge Hobbies affiliated web sites and publications are subject to change without notice. Oakridge Hobbies, and its affiliated web sites, maintains no responsibility for inadvertent errors. In the event of typographical errors on our site or in our publications, Oakridge Hobbies reserves the right to cancel or refuse orders at its sole discretion. Please contact us within 10 days of invoice date, regarding price or promotion discrepancies.

SPECIAL PROMOTIONS, COUPON RULES, DETAILS & QUALIFICATIONS

VOUCHER REDEMPTIONS DURING PROMOTION - COUPONS, SPECIAL OFFERS, GIFT CERTIFICATES

Free Shipping Limited Time Offer:
* During an online Special Offer Promotion only, unless otherwise stated, "Free Shipping" offer is valid only on orders with a subtotal over $100 (before shipping, before shipping surcharges and before state and local taxes), and only during a promotion (Banner Offer, Pop-up ad, Special Offer Pop-Up, shopping cart offer, or Free Shipping voucher).
* Orders not meeting or exceeding the coupon or promotion's designated minimum purchase requirement (before shipping, before shipping surcharges and before state and local taxes), will not qualify for the promotion's offer. Oakridge reserves the right to either cancel the order or process the order under normal online order terms, which would include shipping charges. See QUESTIONS ABOUT RECENTLY PLACED ORDERS, above, for more information.
* Most items will arrive in just 3 or 5 business days, but allow up to 10 business days as all "Free Shipping" shipments will be shipped ground.
* Offer does not apply to dollhouses, or the additional surcharges on items marked "oversized" or "add additional shipping". However, a discounted shipping charge will be applied. In many cases on surcharged items, or on items marked “oversized” or “add additional shipping”, only the surcharge will be charged.
* Offer limited to shipments to the Lower 48 states. Continental U.S..Only.
* Offer excludes shipments to PO Boxes.
* Orders will be sent via ground shipping method. Free Shipping orders ship UPS/APX/USMail ground.
* Oakridge reserves the right to end or change any Free Shipping offer at any time.
* Offers are available for a limited time only.
* Voucher cannot be used in conjunction with any other coupon, discount, or online shipping or money saving offer.
NOTE: This FAQ section does not imply that a Free Shipping Offer is currently running. It is informational only.

Save and Take Money Off Coupons (Save $5 OFF, Take $10 OFF, etc.):
* During an online or in-store Sale or Special Offer Promotion only, unless otherwise stated, the "Save $" and "Take $" special offers are valid on in-store purchases or online orders with a subtotal over the promotion's designated minimum purchase (before shipping, before shipping surcharges and before state and local taxes), and only during a promotion (Banner Offer, Pop-up ad, Special Offer Pop-Up, shopping cart offer, or Free Shipping voucher).
* Unless otherwise stated, the "Save $" and "Take $" offers cannot be used in conjunction with any other coupon, discount, online sale, or free shipping promotion, or on online "Sale" priced items, Playmobil, or Thomas The Tank Engine Wooden Railway items.
* Instore purchases not meeting or exceeding the coupon or promotion's designated minimum purchase requirement (before state and local taxes), will not qualify for the promotion's offer.
* Online orders not meeting or exceeding the coupon or promotion's designated minimum purchase requirement (before shipping, before shipping surcharges and before state and local taxes), will not qualify for the promotion's offer. Oakridge reserves the right to either cancel the order or process the order under normal online order terms, which would include shipping charges. See QUESTIONS ABOUT RECENTLY PLACED ORDERS, above, for more information.
* For online orders, most items will arrive in just 3 or 5 business days, but allow up to 10 business days as all coupon and voucher redeemed shipments will be shipped ground.
* Online orders will be sent via ground shipping method, shipping UPS/APX/USMail ground.
* Oakridge reserves the right to end or change any special offer at any time.
* Offers are available for a limited time only.
* The online use a Voucher cannot be used in conjunction with any other coupon, discount, online "SALE - Buy Online for Only" and "Sale" designated and priced Items or online shipping or money saving offer.
NOTE: This FAQ section does not imply that a Special Offer (Take Money Off) is currently running. It is informational only.

ONLINE OAKRIDGEHOBBIES.COM "SPECIAL OFFER" BANNER AD REDEMPTIONS

The online Special Offer does not run all the time, therefore the discount is not activated within the program. Our computers match the time the ad offer is run with the time your order was placed, to verify the legitimacy of the discount, against the Special Offer that was run at that time. Additionally, the discount is not automatic, as you MUST mention the Special Offer, in the message/comment box, as instructed, at the time you are placing the order. We will run different offerings from time to time. This program is done in this matter to help us better learn about what our customer's are shopping for, AND, to help our customers offset part of the ever increasing shipping costs, due to rising fuel costs and fuel surcharges. Additionally, the discounts are deducted at the time that our processing department processing the order, otherwise anyone could add any amount to the discount voucher, and thus, the order would automatically be rejected by the system.
Therefore, the Special Offer, based on the total amount of the product ordered, is deducted from the total of your order invoice, including shipping and tax, when the order is processed and shipped.

ONLINE Banner Special Offer - Save and Take Money Off Coupons (Save $5 OFF, Take $10 OFF, etc.)
* Unless otherwise stated, the "Save $" and "Take $" offers are valid on orders with a subtotal over the promotion's designated minimum purchase (before shipping, before shipping surcharges and before state and local taxes).
* Unless otherwise stated, the "Save $" and "Take $" offers cannot be used in conjunction with any other coupon, discount, online sale, or free shipping promotion, or on online "Sale" priced items, Playmobil, or Thomas The Tank Engine Wooden Railway items.
* Online orders not meeting or exceeding the coupon or promotion's designated minimum purchase requirement (before shipping, before shipping surcharges and before state and local taxes), will not qualify for the promotion's offer. Oakridge reserves the right to either cancel the order or process the order under normal online order terms, which would include shipping charges. See QUESTIONS ABOUT RECENTLY PLACED ORDERS, above, for more information.
* Most items will arrive in just 3 or 5 business days, but allow up to 10 business days as all coupon and voucher redeemed shipments will be shipped ground.
* Orders will be sent via ground shipping method, shipping UPS/APX/USMail ground.
* Oakridge reserves the right to end or change any special offer at any time.
* Offers are available for a limited time only.
* Voucher cannot be used in conjunction with any other coupon, discount, online "SALE - Buy Online for Only" and "Sale" designated and priced Items, or online shipping or money saving offer.
NOTE: This FAQ section does not imply that a Special Offer (Take Money Off) is currently running. It is informational only.

ONLINE PRICING AND PROMOTIONS - VS - RETAIL STORE PRICING

Online "SALE - Buy Online for Only" and "Sale" designated and priced Items, Banner Promotions and Specials Offers may not be available in our brick and mortar stores as the Oakridge Hobbies and Toys retail stores are operated under a different division of The Oakridge Corporation. Oakridge Hobbies and Toys retail stores reserve the right to accept or deny any price match of any online pricing, whether it be a price quote from OakridgeHobbies.com or its competitors.
* Please note that not all items sold in our retail stores are available for online purchase at our web site.