860-229-9069 | 283 Main St, New Britain, CT 06051 | Contact Us

How To Place An Order

Use our ON-LINE Shopping Cart or

CALL TOLL FREE 1-800-233-0872

Easy Ordering Instructions : 
Internet Shopping Cart  I  Phone Order  I Mail Order  I
Order Items Found In  Our Catalog But Not On Web Site I

We use the latest in secure internet order processing technology to make it easy and safe for you to place your orders over the internet. Our site uses a "shopping cart" program to make it easy for you to select the items that you want to order.  The shopping cart uses "cookies" to process the order information as you add to your shopping cart and check-out at the end of your order. Use the "Shopping Cart" links at the top or bottom of every page to see what is in your order and to begin the checkout process.  We use the secure encryption technology to insure the safety and security of  your order and credit card information.

FOLLOW THESE SIMPLE STEPS

  1. Select items with our shopping cart program

  2. Review our Order & Shipping Policies

  3. Finalize your order by: 
    Using Our Secure Order Server 
    Fax Us Your Order: (860) 225-5316
    Call Us Toll Free:     (800) 233-0872

  4. PROBLEMS ORDERING?

 

Use Shopping Cart to Select Products to Order

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4  OPTIONS TO FINALIZE YOUR ORDER:

Once you've listed all the items that you wish to order by using the "shopping cart" program you are ready to finalize your order and send it to us. You can choose to process it directly over the internet (Option A) or to print it out on your home computer and send it to us yourself (Options B-D).

BEGIN THIS PROCESS BY clicking the shopping cart link on the top of or bottom of each page or the check out link on the bottom of each search/shopping cart page. 

NEXT REVIEW YOUR ORDER and make any adjustments to the quantities ( you may go back to the product pages to add other items if you wish).

FINALIZE YOUR ORDER, make payment arrangements and send it to us. Choose 1 of 4 options:

  1. Select PAYMENT METHOD " CREDIT CARD " 
    This is the fastest and easiest way to complete your order.
     
    When you click FINALIZE MY ORDER you connect to our secure internet server, fill out the credit card information on the form and your order and payment information is encrypted and sent to us directly over the internet. We accept Visa, MasterCard and Discover cards.
    NOTE: Complete all required field.  
    For "Card Name" provide the name of the person who owns the credit card. 
    For "Purchaser Information" provide the address where the credit card bills are sent. (Your order will be delayed if this address does not match the records your credit card company has on file) 
    For "Shipping Information" provide the shipping address if different from the billing address.

We use the latest in secure internet order processing technology to insure that your order and credit card information is safe and secure. 

IF YOU WOULD PREFER NOT TO ENTER YOUR 
CREDIT CARD INFORMATION OVER THE INTERNET CHOOSE OPTIONS B-D.  

For options B-D select PAYMENT METHOD " PHONE FAX "  
Even if you intend to use a credit card this option allows you to print out your order on your computer and send us the information with out sending your credit card number over the internet.

When you click FINALIZE MY ORDER you connect to our secure internet server.  If you choose to complete the form this information will be printed out for you but you may fill it in after you print your order. Follow the steps to print your order. Then choose one of the following options to send it to us.   

NOTE: No notice or record of your order is ever sent to us until you compete one of the options B-D below:

  1. Fax your order to 1-800-225-5316 Include your credit card number. We can only process fax orders with complete credit card information.

  2. Call Our TOLL FREE ORDER LINE 1-800-233-0872 to place an order with a credit card. 
    (NOTE: Toll free number only for placing new orders for products found on this site or in our catalogs. For information on other products, or the status of orders placed previously call the customer service number provided below.)

  3. MAIL YOUR ORDER TO US:
    Pay by check , money order or credit card and mail your order to: Hobby Surplus, 287 Main St., New Britain , CT 06051 

For customer service or product information 
CALL: 1-860-223-0600 

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ORDER POLICES

Minimum Order $20.00 of merchandise.

Minimum Handling and Shipping Fee :

Our minimum S&H fee covers most orders shipped in a standard size carton to continental USA 48 states via ground UPS to a street address. 

SEE MORE SHIPPING INFORMATION  for information about fees for oversize cartons, large orders, expedited shipments ( next day , 2 day etc.), shipment to PO boxes and all orders shipped outside continental USA 48 states.

 

 

Satisfaction Guaranteed- 
Or Your Money Back

 

Behind our guarantee stands over 70 years of integrity and reliability in bringing quality merchandise to our customers . You must be completely satisfied with every item purchased from us.   

If for any reason you are not happy with your purchase, return it in the same condition that you received it, within 30 days of your purchase for a credit or refund of the cost of the item. 
See return instructions and polices below

Plus, many of the products we sell feature manufacturer's warranties against defects, etc. from 60-90 days up to 5 years or even "Lifetime" see the warranty information provided with the product and deal directly with the manufacturer regarding these warranties.

Your complete satisfaction with our products is our primary concern. If you have any questions or concerns regarding the application, operation or appropriateness of the item you purchased I urge you to call our customer service department at 1-860-223-0600 (M-F 9:30-5:30 EST). Often speaking directly to someone on our staff who has some experience with the product you purchased can quickly resolve any problems to your satisfaction.

RETURNS
Our return policy allows you to inspect and return for any reason any item purchased as long as you follow the return policy criteria as stated below. Please return any unsatisfactory item in unused condition within 30 days.  All returns must be shipped back to us insured postpaid.  Include all parts, instructions and original packaging.

We cannot accept returns that have been used, or if the retail sales packaging has been opened.  

We will credit or refund you the cost of the item if it is returned in the condition you received it in... new, unused, original packaging intact ( i.e. shrink wrapped kits unopened, operating items unused, train sets race sets etc. never assembled or operated. ) so we can resell it as new to someone who wants it.  Do not return model or building kits that you have opened or any item that you have used.  Electronic parts are not returnable. Train repair parts are subject to a 20% restocking fee.

REFUNDS 

The original shipping costs are non-refundable and you are responsible for return shipping and insurance costs. (If we shipped in error and this has resulted in a refund request, we will cover the cost of return shipping via ground UPS or parcel post and refund your original shipping charges as well as the cost of the merchandise subject to its condition as stated above.)

Please Note: Once an order has been processed, invoiced, and packaged requests for cancellation and refund will be subject to to a 10% processing fee and a $10 per carton handling fee which will be deducted from the refund amount. 

Shipping Damage or Product Defects 
If the item is damaged or defective do not return it without speaking to one of our customer service representative first. Do not return a damaged item before a damage claim has been filed. Shipping damage claims must be handled by UPS or USPS first. 
See instructions for defective or damaged items HERE

If the item you wish to return is defective or damaged in any way or doesn't meet the criteria of the return policy you must call our customer service department before returning the item. Returns that do not comply with our return policy will not be eligible for credit or refund and will be held until you pay the cost of shipping the item back to you.

Return items to:

Via UPS ground:

Hobby Surplus Sales
287 Main Street
New Britain, CT 06051 


Via USPS Parcel Post:

Hobby Surplus Sales
287 Main St.
New Britain, CT 06051 

DAMAGE & DEFECTS

If a product is defective review the manufacturer's warranty and call us for instructions 1-860-223-0600.  Defective items may need to be returned to the manufacturer.
Missing pieces from a building or model kit must be obtained directly from the kit manufacturer call customer service for instructions 1-860-223-0600.

If you receive a damaged item do not return it before a damage claim has been filed.Shipping damage claims must be handled by UPS or USPS.   Save all packaging for the carrier's inspection of your claim. Do not attempt to determine the cause of the damage on your own.  You may file a claim with the carrier (UPS or USPS) or we can but you must contact customer service and report the damage: 1-860-223-0600.  

If you have any questions please call our customer service department 1-860-223-0600. If the item you wish to return is defective or damaged in any way or doesn't meet the criteria of the return policy you must call our customer service department before returning the item. Returns that do not comply with our return policy will not be eligible for credit or refund and will be held until you pay the cost of shipping the item back to you.

 

 

Pricing Changes / Typographical Errors / Supply

Prices displayed on this website our in our catalogs or other materials may be subject to change without notice. ( But aside from the occasional typographical error we rarely require a price change. We do our best to keep our costs low and we pass the savings on to you. )
We are not responsible for typographical errors on this website or in our printed materials. ( We proof read all materials but still miss the occasional mistake in description or pricing - Sorry, but it happens.) To confirm pricing in our current catalogs as well as on our website call customer service at 1-860-223-0600. 
Supply of close-out items is limited to stock on hand. Occasionally current merchandise may be temporarily
 out of stock or back-ordered to us.  See backorder policies below.

 

 

SHIPPING POLICES

FEES: Our minimum shipping and handling fee for most all shipments via ground service to street addresses with in the continental United States. This fee covers a single standard size carton

SEE MORE SHIPPING INFORMATION  for information about fees for oversize cartons, large orders, expedited shipments ( next day , 2 day etc.), shipment to PO boxes and all orders shipped outside continental USA 48 states

We reserve the right to alter or modify our shipping policies as conditions warrant.

DELIVERY TIME: We ship most orders for in stock merchandise within 1-2 working days.  If a product is temporarily out of stock that may delay your shipment.  We will notify you if your order will be delayed more than 30 days.  For more information on shipping  CLICK HERE .

BACK ORDERS: We strive to maintain a full and complete inventory of over 30,000 unique hobby and toy products. Many of the manufactures that we order from are small and occasionally may have difficulty re-supplying us on time. 

The availability of an item is indicated by a blue "ADD TO ORDER" button or a red "OUT OF STOCK" button.  For out of stock items we suggest that you check back with us often as we are constantly receiving deliveries and replenishing our stock.  Once an item is back in stock the it status will switch back to "ADD TO ORDER".  
Occasionally our inventory count will be off and an item indicated as in stock will not currently be available.   Please use the special instructions section of our on line order form and choose one of the 3 options to instructions us a how to serve you in the event that an item you ordered is temporarily out of stock: 

  1. Immediately ship all in-stock items. We will back order items expected in 15-45 days and ship them separately. (Separate S&H Fee charged for each back order shipment.) OR

  2. Hold your order until all items have been filled. (Note: After 60 days we will ship available items and cancel those we cannot supply). OR

  3. Immediately ship all in-stock items and cancel items not available at this time. (We suggest that you re-order in 45-60 days.)

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Search Utility Tips and Hints

The SEARCH utility on our site matches the information you input with the our product database and displays the product information ( pictures if available ) in a form that makes it easy to add the item to your shopping cart. If you are searching for train repair parts see these special hints and tips .

 

1. SEARCH FOR A SPECIFIC PRODUCT BY:

2. SEARCH BY CATEGORY OR MANUFACTURER

3. ORDER DIRECTLY FROM PRINT CATALOG:   

To use the search function: CLICK HERE

FOR FURTHER ASSISTANCE FINDING A PRODUCT CALL CUSTOMER SERVICE:
1-860-223-0600  M-F 9:30 AM- 6:00 PM EST

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PROBLEMS USING SHOPPING CART TO ORDER

If you are not successful ordering over the internet please; 

CALL OUR TOLL FREE ORDER LINE 1-800-233-0872
and place your order with our staff / or leave a message for us to contact you on our answering machine 
or e-mail CUSTOMER SERVICE and we will contact you. 

  1. Most common problem "EMPTY SHOPPING CART" message when you check out.

    • If the page address does not start with http://www.hobbysurplus.com  then follow this link and order another item. It should work this time and the items you have already ordered should also be in your "shopping cart". You can continue to order or modify your order or check out.

    • If you have trouble with the shopping cart program using a Netscape browser upgrade to Netscape 4.5 or  try using internet explorer. ( Some customers have reported that they get a "empty shopping cart" message with Netscape 4.2 or earlier versions of the browser )

  2. ITEMS MISSING FROM ORDER AT CHECK OUT
    We recently received a few reports of items that customers had added to their shopping cart missing from the order.  We are investigating this problem now.  Please email the webmaster if  this has happened to you, so we can track this problem. 
    AND call our Toll Free Order Line or contact us so we can call you. 

If you are having other types of problems placing your order review the step by step instructions at the top of this page.

©2019 Amato's Hobby Surplus. All Rights Reserved.
Palm Tree Creative