Ordering FAQ
What is your return policy?
We do not accept returns of products purchased thru this website. Please carefully look over your shopping cart before you submit the order to ensure the products are correct. Once the order is placed and items are shipped out all sales are final.
If you receive a shipment and there is a problem with a product (bad wood, missing parts, not functioning correctly) please notify us immediately and we will of course do our best to take care of you and send replacements.
Do you ship outside of the US?
Right now, We only ship our model kits, toy planes and parts orders to the United States.
International customers please contact our representative: INTERNATIONAL HOBBYCRAFT CO., INC.
Phone: +1 847 564 9945 – E-mail: csr@hobby-exporter.com – Web: www.hobby-exporter.com
What are shipping rates on Guillow’s website?
Anything purchased from Model Kits, Flying Toys, Building Supplies and Replacement Parts gets shipped out at a Flat Rate calculated by order total:
$0 – $15 is $5 shipping
$15.01 – $40 is $10 shipping
$40.01 – $100 is $13 shipping
$100.01 – $200 is $18 shipping
$200.01 – $300 is $25 shipping
$300.01 and up you should contact Guillow’s sales before placing order.
Hobbywood products are long lengths of wood and require separate shipping box: Have an extra $20 shipping charge
Work Boards require separate shipping box: Have an extra $20 (each) shipping charge
Foam Gliders are large and require separate shipping box: #2641 has an extra $10 shipping charge. #2640 has an extra $20 shipping charge.
What are my payment options?
Our online shopping cart gives you the option of using a Credit Card ( Visa, MasterCard, Discover Card and Amex) or you can pay via PayPal if you have an account.
How long does an order take?
We are the manufacturer only have one person handling consumer orders. Your patience is highly appreciated.
We of course do our best to get orders out in a timely manner, but please allow 1-2 weeks for order processing and delivery.
Where is my order?
We will send you a confirmation email with tracking number once your order ships from Guillow’s. If you have not received any shipment email, your order is still in process.
If you need further information please contact our customer service.
Do you have a minimum order?
Yes, since all online orders are processed using credit cards, our minimum order is $10.00. You will need to order at least $10.00 of product to check out thru our shopping cart.
Is this website secure?
You can shop or share personal information with confidence knowing that our website is SECURE from the latest threats from hackers and identity thieves. Every page of our website ordering process that requests credit card information uses Secure Socket Layer (SSL) encryption, which is designed to render information unreadable should anyone try to intercept it. However, we cannot guarantee or warrant the security of any information you transmit to or from our Web site, and you do so at your own risk. Network Solutions Protect Safe performs daily scans to detect website security weaknesses that could be exploited by hackers. To help address concerns about hacker access to confidential data, the “live” nsProtect Safe mark appears only when a web site meets the Network Solutions standards. Research indicates sites remotely scanned for known vulnerabilities on a daily basis, such as those earning Hacker Tested certification, can prevent over 99% of hacker crime.