Buy HPI

Buy HPI is our venture into the realm of online shopping. With any new venture there are bound to be questions. As such, we have answered some common concerns in order to make your online shopping experience a little easier.

This is the official HPI Frequently Asked Questions page. Before sending us an email asking us a question, please read the appropriate section below to see if it is already answered for you. Also, do not send any e-mails regarding Buy HPI to the webmaster, send them to buyhpi@hpiracing.com.  Thank you.

Please see our Terms and Conditions page.

1.  What is Buy HPI?

2.  Is it safe to give out my personal information, such as my credit card number, over the internet?

3.  How do I know if something is out of stock or not and if it is, can I still order it?

4.  Why don't you sell all your parts/kits over the internet?

5.  Can I phone in an order?

6.  How do I know when my order is shipped?

7.  Can I get my order shipped with a different carrier than UPS?  Why is shipping so much?

8.  Can I get a UPS tracking number when I place my order?

9.  How long will it take to get my order if it is shipped UPS Ground?

10. What is your return policy?

11. There are items damaged/missing from my order, what should I do?

12. I live in Canada, can I order direct from HPI too?

13. What if don't live in Canada or the United States?  Can I use Buy HPI?

14. What is HPI's warranty?

15. What if there is an item that is out of stock in my order? Will it be put on back order?

1. What is Buy HPI?

Buy HPI is HPI's online store. All parts on Buy HPI are sold at retail price. Your local shop can help with technical issues and can provide instant availability of products and in many cases, a place to race! In order for our hobby to thrive, we need the local hobby shops, so please support them!

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2. Is it safe to give out my personal information, such as my credit card number, over the internet?

Yes. Buy HPI uses Secure Socket Layer (SSL) servers to ensure that all your personal information is kept confidential. Most browsers will inform you when you enter a secured server with either a pop-up window or an icon somewhere on the browser (usually on the bottom status bar). However, because Buy HPI uses frames, you may not see the lock icon in your browser. Be assured, our ordering process is secure and your information will be kept private. Refer to your browser's help files for more information on secured servers. You can also look for the following icon on our secured pages to let you know that you are on a secured site: 

  Secured!

Buy HPI also uses CyberCash to verify all credit card purchases.  Buy HPI does not store whole credit card numbers to further secure your transaction.  For more information on CyberCash, visit their web site at www.cybercash.com.  

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3. How do I know if something is out of stock or not? If it is, can I still order it?

When an item is out of stock it is not backordered.

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4. Why don't you sell your kits over the internet?

Currently we are focusing on discontinued parts, hard to find parts or items that are too expensive to be distributed through the normal channels.  While we are now carrying kit replacement and option parts, they are sold at full retail price and we suggest purchasing them from your local hobby shop or ordering them if they currently do not have the item in stock. 

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5. Can I phone in an order?

No. Currently we are only accepting orders over the internet and have no plans to accept phone orders.

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6. How do I know when my order is shipped?

We try and ship all orders within 2 business days of the order being placed.  You can check the status of your order, including when it was shipped, by signing in and clicking on Order History.  If for any reason the order cannot be processed within 2 business days, you will receive an e-mail stating the reason for the delay and when the package will be shipped.  Also, HPI's vacation schedule is noted on the front page so you can estimate when you will receive your order.

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7. Can I get my order shipped with a different carrier than UPS?  Why is shipping so much?

We have an exclusive contract with UPS.  This allows us to ship products to our customers at a lower price.  You have a few different shipping options with UPS, however.  You can choose to have your package shipped UPS Ground, Next Day Air, 2-Day Air or 3-Day Select.

Your shipping cost also reflects a $5.00 handling charge that we add to the UPS shipping amount.  That cost covers Signature Confirmation, packing materials and the labor that goes into getting your order ready to go.  As a consideration, however, all orders will ship with a free HPI decal sheet and a new HPI catalog (a $5 value).

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8. Can I get a UPS tracking number when I place my order?

Yes. The UPS tracking number for your order will be emailed to the email address in your customer account, and can also be found on the Order History section of the site. You will be able to click on the number to find out where your package is.

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9. How long will it take to get my order if it is shipped UPS Ground?

It depends upon where you live. Go to www.ups.com for information on how long UPS Ground shipments will take to your location. Most orders should be shipped within 24-48 hrs after receiving your order. If UPS shows your order arriving in 4 days, expect it to arrive between 5-6 business days.

The only exception to this is our Engine Exchange program. Due to the limited stock of these engines we have on hand, it is best to phone our customer service department at 949-753-1099 before choosing an engine exchange. This will allow you to find out the most up to date stock status for this program and what the expected ship time is on an Engine Exchange. 

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10. What is your return policy?

You may send in your items for refund or exchange as long as:

1. The item is still in new and resalable condition.  (We don't accept any items that have been used such as tires glued to wheels but never run, wheels with scratch marks from where the wheel nut was tightened down, clothing that has been worn and/or washed, etc.)
2. The items are returned within 30 days of purchase along with a copy of the invoice that came with the order.

If there is a problem with your order (damaged, defective, or missing items) please see number 11 below.

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11. There are items damaged/missing from my order, what should I do?

Email our Buy HPI personnel at buyhpi@hpiracing.com. They can go over your order and make sure that what you ordered is what we shipped to you.  If there is something missing (or damaged) from your order, the item will be shipped to you free of charge.

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12. I live in Canada, can I use Buy HPI too?

Yes, you can!  Buy HPI is open to our Canadian customers as well!  Please read the additional rules regarding shipments to Canada and returns from our Canadian customers on the Canadian Shipments page.

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13. What if I live outside of the United States or Canada, can I use Buy HPI too?

No. We're sorry, but at this time we are not currently taking orders from outside the United States or Canada.

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14. What is HPI's warranty?

HPI Racing assumes responsibility for our products and will repair or replace any defective product at our sole discretion. We believe that we are solely responsible for our products, therefore, dealers should not be involved in any replacements. Please contact us directly.

Please contact our Customer Service at HPI Racing for any product related problems at 949.753.1099. Our Customer Service hours are Monday - Friday, from 8:00 to 4:30 PST. Our main website, www.hpiracing.com, has information and frequently asked questions about our products.

When returning any items or parts, please ship it prepaid and insured to the address listed below. We advise you to speak with one of our customer service representatives prior to shipment, sometimes we can help you fix the problem over the phone.

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