Language

FQA

Can you do special orders?
Yes, if you need a special cut we probably can do it. Email us for prices.
Please note there is a small setup fee for special orders.

Why do I need a password?
In order to avoid any unauthorized access of your account, a password is required to ensure that no other party is able to access your account. Hence, please keep your password safe and DO NOT disclose to others.

What do you do with the information?
We use the purchase registration process to record only that information which is necessary for the fulfillment of orders submitted by the users - this includes physical address and phone number.

What credit cards do you accept?
We accept Visa, M/C, and American Express.

Is it safe to use my credit card?
Yes. We protect your information by: Setting up a unique User ID and password for each account and Utilize Secured Servers and encrypting all private information, the padlock at the top or bottom of your browser lets you know when your at a secure page.
Plus we delete your credit card number once the order is shipped. We do not store your credit card infomation on our servers.

Can I call in my credit card number or mail a check or money order?
Yes. If you are hesitant to use your credit card over the Internet, we encourage you to still complete an order form to insure your proper address information and fulfillment of your order. At step 1 where you enter your name and address there's a drop down menu right below your password where you can chose "Call In" or "Mail In" your payment. After you send in your order, call us with your invoice number and credit card information or if your mailing in your payment be sure to write your invoice number on your check. Personal checks take about 10 days to clear.

Why use cookies?
Our site uses cookies to maintain shopping cart information. Our site also collects IP addresses for the purpose of tracking fraudulent credit card transactions.

Can I ship to an alternate address?
Yes. If you are shipping to an address other than your credit card billing address, we may contact you and ask for additional information that the credit card company may want to know. Orders will be held until information is received.

What about personal checks or COD's?
While we attempt to bank-approve personal checks for immediate shipment, this may not always be possible and we may hold your order for 10-12 business days.
Make checks payable to Bill & Walt's Hobby Shop
We do not not accept orders for COD's.

Do you ship International orders?
We do not ship balsa wood outside the US.

Canada's Orders:
We can ship to Canada but our Canadian customers would be responsible for the shipping charges.
If you would like to place an order with us, we will email you with the shipping charge at which time you can chose to continue with the order or cancel it.

Damaged Merchandise, Returns or Refunds:
Broken items can follow the request below or request a return label at consumers expense, (Shipping charges are not refundable).
In order to receive a refund you must do the following: 
Do not return the damage wood, in order to get a refund you need to do the following: 
1) You need to email us multiple pictures (minimum 2) of the full box and make sure the pictures of the box shows where it is damage.
2) You also need to send us multiple pictures (minimum 2) of the broken wood. 
Do not discard either the shipping box or wood until you are notified, the shipping carrier may want to inspect the damage. If the wood and/or shipping box & packing is not available if USPS or UPS want to inspect it, we cannot refund or replace the order and you, the customer, must contact the USPS or UPS for the replacement value of the order. Once we have the pictures & USPS accepts the claim we will issue a refund. 
Without all of the above item you would need to go to your local USPS or UPS and file a claim, all orders are insured through the USPS and UPS. 
Shipping charges are not refundable.
We cannot send a replacement order, orders must be reordered again, all reorders are moved up to the front of the line and shipped same day or next day if available.

Returns:
Returns will only be accepted with a Return Authorization number.
Returns are subject to a 15% restocking fee.
All returns must be insured to cover any damages that may occur through return shipping.
Both to the customer and return shipping charges are non refundable.

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