Orders are shipped directly from Scale Speed in Apache Junction, Arizona (USA).
Shipping Address
Orders that quality for Free Shipping primarily use USPS Ground Advantage. If you live in a community without standard mail delivery (and instead primarily use a PO Box), enter your PO Box address in the shipping section when placing your order.
If you cannot use a USPS-capable address, contact us prior to or immediately after placing the order to let us know and we will quote another courier and coordinate any difference in cost that may exist.
Ensure your shipping address is accurate. We are not responsible for delivery issues if the address is entered incorrectly. We will do our best to help and get the package redirected, but our system creates labels based on the information you provide.
Tracking
Immediately after placing an order, you’ll receive a confirmation email. If you don’t see it, it’s either in your spam folder, or a typo was made during your order submission.
Once your order is packed and labeled, you'll receive an email with tracking information.
Order tracking may take 1-2 business days to update on the carrier's site. Often, the carrier does not scan the package until the first movement toward the destination.
While tracking will show an "expected" delivery date, most methods are not guaranteed. Do not rely on basic UPS Ground or USPS Ground Advantage for time-critical orders (such as for upcoming events within the same week).
Shipping may be delayed if our system detects an address or payment concern. We'll email you if we need more information to process your order.
Delays
Unfortunately, we have no behind-the-scenes connection with UPS or USPS - if things are taking longer than usual, we have no knowledge beyond the tracking information you see. Tracking that hasn't shown an update in a day or two usually just means they're overwhelmed, not that the package is lost.
USPS sorting hubs in particular are prone to being backed up. The "first in, first out" goal of shipping becomes impossible for them to manage as new packages pile onto the existing ones, so older packages are stuck until they get their backlog cleared.
Holidays & Events
For certain nationally recognized holidays, UPS and USPS may not be performing pickup or delivery service, resulting in shipping being delayed until the next business day.
USPS Holiday Schedule: https://about.usps.com/newsroom/events
UPS Holiday Schedule: https://www.ups.com/us/en/support/shipping-support/shipping-services/holiday-shipping-schedule
For special events we may be closed for, or changes to the shipping schedule, an announcement bar will be visible at the top of the website.
UPS Air Shipping
UPS only considers business days in their transit calculations. For example, if you order Next Day Air on a Monday, delivery should occur on Tuesday. Orders placed on Friday are not expected to deliver until Monday (and 2nd Day Air would be Tuesday).
If you choose a specific shipping service, we use that service. If UPS fails to perform their obligations, we may be able to demand a refund and provide this to you based on their service guarantee.
Hazmat Restrictions
At this time, we can only ship lithium batteries to locations without air/ocean travel required (from our United States location).
Ready-to-run vehicles including lithium batteries can only be shipped to the United States and Canada at this time.
Glue and other types of hazmat products may be restricted to the contiguous United States.
Lost/Damaged Items
Most couriers require 14 days from the ship date before they allow a claim to be filed, as many packages are found within this time automatically.
If a package is lost in transit, we'll file a claim with the courier. If the item is confirmed lost, we will refund the customer or ship a replacement.
Damaged items must be reported within 72 hours of delivery. Contact us with detailed photos of the packaging as-delivered. We are not responsible for any damage or theft that may occur after packages are delivered. It is your responsibility to maintain a secure delivery location.
International Shipping
We welcome orders from outside the United States and accept the following payment methods for international customers: Visa, Mastercard, Discover, American Express, and PayPal. All prices in our store are listed in US dollars. If your country is not in the list of options when you check out, let us know, and we'll do what we can to make it happen!
Shipping Address
Your delivery address must be entered using Roman (Latin) characters or the package may be returned to sender.
Customs/Import Fees
Shipping charges cover only the transit to your country. You are responsible for any customs, duties, taxes, and brokerage fees that may be applicable. Watch the tracking information and your phone/email for any contact from the courier regarding any information/payment needed to deliver.
Brokerage Fees
A customs broker facilitates the clearance process through customs efficiently. If you select UPS as your shipping method, UPS may charge a brokerage fee, which is not included in our shipping costs.
Important Tracking Information
Monitor your tracking closely. If the tracking indicates the shipment is held awaiting payment of customs/import fees, you must contact the courier directly and make payment in a timely manner, otherwise the package may be returned or forfeited.
Once items leave the US, all tracking and follow-up must be done with the courier in your country. For USPS shipments, the same tracking number is used with your local postal service. Track your order via their website, and watch for any important updates. Contact your local postal service with any questions if tracking indicates the package is held for pickup, or awaiting payment, etc.
Return Policy
New and unused products may be returned for refund within 30 days of purchase, subject to the guidelines and restrictions below. All returns must be approved prior to shipment.
Apart from incorrectly shipped items, the customer is responsible for the shipping charges for any return shipments. In addition, a 15% restocking fee will be assessed.
If the original delivery was refused or returned resulting in Scale Speed incurring additional costs relating to the shipment, we reserve the right to deduct that amount from the final return credit.
Return Restrictions
Returned products must be in new and unused condition, in the original packaging, complete with all parts, accessories, and other materials. The below items are subject to further restrictions:
- Kits with batteries
Battery cannot have been opened, removed, charged, connected and/or used. - LiPo batteries alone
Returns are not allowed due to safety and regulatory restrictions.
To process a return, contact us at sales@scalespeed.com for approval and instructions.
Return Processing Information
Customers are responsible for any loss or damage to the product while in-transit. Be certain to insure the shipment.
Refunds will be issued via original payment method once we receive the item(s) and confirm condition. Original shipping charges are not refunded.
Scale Speed reserves the right to suspend or terminate business with customers who violate return policies or engage in fraudulent behavior.
Defective Policy
We're here to help. If you believe a product may have a manufacturing or workmanship defect, contact us.
1. We will quickly communicate to determine whether the problem is something that can be easily resolved remotely.
2. If the problem requires our inspection and/or repair, we will provide a prepaid label for you to send the product to us. We will thoroughly inspect the product, and if a material or workmanship defect is found, we will correct the issue(s) and ship the product back out to you within 24 hours of receipt.
3. If we are unable to adequately repair the product, we will provide a replacement. If a replacement is not possible, we will provide a refund.
This policy does not cover damage caused by misuse, abuse, or normal wear and tear.
