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Welcome to AU Hobby online store!

Frequently Asked Questions (FAQ)

Please read the following information first, before contacting us, if you experience an issue with our service or products.

※ Order still saying 'processing' or 'received'
Orders are packed and posted from 9AM-5PM,UTC/GMT +10,Monday to Saturday. Provided your products are in stock & we are not experiencing unusually high order volumes, the package will be sent within 48hrs except for weekends or holidays. Please log into your account on the main page by clicking 'Log in' at the top. In here you will see your order status.

※ Purchase security
All products you ordered and have paid for are reserved for your order. Even if the stock level should fall below 0 before your order is posted it will not affect your order.

※ My parcel has not arrived
A late parcel could be the result of any number of reasons within the either countries postal system. We will send you the tracking number of the parcel by email when the parcel is sent out.

※ Lost parcels
However this is not common, once we get a missing parcel report and response (no later than 30 days) from your countries postal authority, we can then replace your parcel. We will confirm with you on your address during this process. We do not refund or replace parcels that did not arrive because they were not picked up in time or sent back to us and lost in transit or have the incorrect address.

※ Wrong item received or parcel missing items
We take our shipping and dispatch accuracy very seriously. If you have received a parcel that is incorrect or incomplete, you must do the following within 48hrs of receiving the parcel;
1) DO NOT throw any of the packaging or product materials away. Keep the entire package 100% as you recieved it.
2) Weigh your parcel and it's contents.
3) Photograph the parcel and it's contents. The photo must show products, parcel and packing materials clearly.

Contact us with the following information;
Order ID:
Parcel Weight:
Problem with order:
Attach photos of the parcel and contents as above and email it to Failure to follow the procedures above will result in a rejection of the claim.Never accept a parcel that is crushed, damaged or has been left open, possibly allowing contents to fall out.

※ Changes to orders after payment
If you would like to change the details on your order you need to act quickly. Due to the time lag in email responses, we do not accept liability for requests which are not received or read after the parcel has been dispatched.

※ Why do I have to register on the website to make an order?
You need to register so that when your parcel is shipped you can track the status and shipment details from the 'My Account' section.

※ Do listing prices include tax?
None of our product pricing includes tax. However, it is your responsibility to pay any fees charged by your local customs or postal office, should they be incurred.

If you are still having problems, please contact us to email address listed in "Contact Us" page.

Free Shipping on orders over $199.This offer is valid on all our store items to some specific countries.
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