Frequently Asked Questions
CONTACT
DELIVERY
ORDERS
SHIPPING
RETURNS
Nitro Gas
Car/Truck/Buggy Technical Issues
Problems with your nitro gas vehicle? Or new to this hobby?
Please click on the following links for help.
Quick Start Guide on how to start the nitro gas vehicles (PDF file 1.2MB)
Standard Manual for nitro gas vehicles (PDF file)
Frequent
Asked Questions (FAQ) for nitro gas vehicles.
Which states require their residents to pay sales tax for Raidentech.com orders?
Shipping to California will have to pay 9% sales tax.
No sales tax for shipping to other states.
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Why must Raidentech.com verify my shipping address?
For fraud prevention purposes, if your billing and
shipping addresses are different, we must verify your
shipping address. Please contact the bank that issued your
credit card and have your shipping address listed as an
alternate address in that bank's memo field.
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Does Raidentech.com deliver to P.O. Boxes?
Yes, we ship to PO BOXES. Please use UPS 3-day
shipping for PO BOX shipments.
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Does Raidentech.com deliver to APO or FPO addresses?
Yes, we deliver to APO/FPO addresses. APO/FPO orders are
shipped by the United States Postal Service and usually take
one to two business days to process and, once shipped, five
to ten working days to deliver. However, Raidentech.com can
not control delivery time. Some APO/FPO orders may require
6-8 weeks of lead time.
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Does Raidentech.com pay the return shipping cost for defective merchandise?
No, Raidentech.com does not pay the return shipping cost for
defective merchandise. We are not responsible for product
defects, because we do not manufacture the products we carry.
All our products are brand new unless noted on the item.
If you pay to send the item back to Raidentech.com,
Raidentech.com will replace the item and ship the item to you
at no charge. Raidentech.com will employ every resource it has
to ensure that your item is replaced promptly, without hassle.
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Can Raidentech.com Customer Support agents physically obtain a product and
describe it to me?
Because our inventory is stored in our warehouses, our agents
cannot physically get a hold of any product to describe it for
you. All product information we have is displayed on our
website. Please use the "MORE INFO" and "DETAILED
SPECIFICATIONS" links to learn about products you're
interested in.
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Can I pre-order or backorder a product that is currently out-of-stock?
Most items we do not allow pre-order or backorder. Some items
that are out of stock or backorder, however, we will let you place
the order online, and we will tell you the approximate time for
shipment.
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What should I do if an item is missing from my order?
First, verify that you've received a box for each tracking number
associated with your order. If all boxes have been delivered but
you're still missing an item, check the packing material for small
items. Please call (626) 968-9860 9am-5pm (Pacific Standard Time)
if you're unable to locate an item.
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What happens if an item is backordered or out of stock?
If an item is found to be out of stock after your order has been
placed, then the item will be automatically removed from your order.
We will not hold up an order because an item is backordered. You will
not be charged for the backordered item or for the shipping cost of
the item. The item that was backordered will have to be re-ordered
online when it becomes available again.
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Does Raidentech.com offer a paper catalog?
No. Our online catalog at www.raidentech.com is our only catalog.
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I am experiencing trouble with my shopping cart. What can I do?
Shopping cart problems usually occur for one or more of the following
reasons:
1. Cookies are not enabled, or your browser is configured to block
raidentech.com cookies.
NOTE: In some cases, the cookies on your computer may become corrupted.
If you've verified that raidentech.com cookies are being accepted and
you're still experiencing problems with the shopping cart, please clear
your cookies and cache, close your browser and try again.
2. The master clock on the computer is not set correctly.
3. The computer you're using is behind a firewall.
5. You are using a browser released prior to Internet Explorer 5.1.
If all else fails, try closing all open programs and restart your
computer, or try from a different computer. You can always call in
for the order at (626) 968-9860 9am-5pm (Pacific Standard Time).
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Does Raidentech.com sell or release my personal information?
Raidentech.com respects your privacy. We will not under any circumstances
sell or release your information to anyone without your consent.
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Is Raidentech.com website secure? What type of security features are utilized to
safeguard my information?
Security is a top priority at Raidentech.com. When you submit sensitive
information via the website, your information is protected both online and
offline.
When our registration/order form asks you to enter sensitive information
(such as your credit card number), that information is encrypted and is
protected with the best encryption software currently available in the
industry - SSL. Raidentech.com uses the most advanced form of SSL software
available: 128-bit encryption.
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I checked my order status online and was advised that my order has been on hold,
or cancelled. Why?
If an order is placed but the credit card is declined or the billing address
cannot be verified within three business days, the order is cancelled.
Please call Raidentech.com customer service at (626) 968-9860 9am-5pm (Pacific Standard Time)
if you believe there's been an error.
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How can I check my Raidentech.com order status online?
Please follow the link on your order confirmation email for the status of your
order. As for tracking number, we will email you a tracking number once
your order has been processed.
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I
think I may have inadvertently placed a duplicate order. What should I do
now?
Call customer service at (626) 968-9860 9am-5pm (Pacific Standard Time). We
will void the order for you as long as it has not yet been shipped. If
duplicate orders have been shipped, obtain the tracking number(s) for the
order(s) you do not want and refuse those shipments. You will be refunded once
we get back the shipments. However, the shipping fee is not refundable.
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I didn't see
an order confirmation page. Was my order submitted successfully?
If you didn't see an order confirmation page even though you clicked the
last submit button, our server probably still received your order. This
happens when communication back to your PC is interrupted following your
order submission. You may wish to contact our Customer Service Department at
(626) 968-9860 9am-5pm (Pacific Standard Time) or email us at
sales@raidentech.com to
make sure your order was received.
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Does Raidentech.com accept phone, fax, email or mail order?
Yes, we accept phone, fax, email and mail orders.
Phone: (626) 968-9860 9am-5pm (Pacific Standard Time)
Fax: (626)968-9830
Email: please send request to
wholesales@raidentech.com (both wholesale and retail orders)
Mail Order: please get the total cost with shipping online, and then
print out the online order form before the checkout. Mail the printout
with a check/money order payable to Raidentech. Check will take 10
business days to clear. Please mail to the following address:
321 Vineland Ave,
City of Industry, CA 91746
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How is a
refund/credit applied?
The refund is always credited back to the
original credit card you purchase with.
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Approximately how
long will it before a refund/credit/replacement be processed?
It takes us approximately 2-3 business days to
process a credit back to your credit card after we received the return item.
In addition, it will take another 2-3 business days for it to appear on your
statement. Reshipments will take us approximately 2-3 business days for
us to process the reshipments.
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How can I
request an RMA number?
Contact us by phone at (626) 968-9860 9am-5pm (Pacific Standard Time),
or email by
supports@raidentech.com
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How do I redeem
promo and coupon codes?
You will receive special coupon codes by subscribing to our newsletter.
If you have not subscribed, please follow the link
here. To redeem the coupon, just enter the promo or discount code in
the coupon field during the checkout process.
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How can I
subscribe to Raidentech.com Newsletter?
Simply follow the link
here to enter your email address to sign up our newsletter and start to
enjoy our great savings. Be sure to check your email to confirm your
subscription to our newsletter.
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What information should I
provide Raidentech.com when I call, email or fax?
• Sales Order Number
• RMA number for returns
• E-mail address (only necessary if the above information is not known)
• Item #(s) or description of each item in question
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How do I contact Raidentech.com?
Sales: (626) 968-9860 9am-5pm (Pacific Standard Time)
sales@raidentech.com
Returns (RMA):
supports@raidentech.com
Supports:
supports@raidentech.com
Verifications:
verification@raidentech.com
Wholesales:
wholesales@raidentech.com
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What is the
status of my RMA (Return Merchandise Authorization)?
When will a replacement be sent?
Once we have received your
returned item in our warehouse it normally takes between 7 to 10 business days
to process the RMA. If your return is tested and found to be in working order,
we will return the item to you. If the return tests as defective we will send a
replacement from our warehouse. If we do not have a replacement or a suitable
alternative to fulfill the RMA, we will credit you back.
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Do you
ship internationally?
How much will shipping cost?
Yes, we do ship
internationally, and you can compute the shipping costs during checkout.
(Some Items may be oversize to ship International outside of United States and
will be reimburse your money back.)
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Can I ship
to an address other than my billing address?
Yes, but the alternate
shipping address needs to be on file with the bank that issued the credit card.
Please have the alternate shipping address on file in the notes or memo section
of your credit card account. We take this measure to protect our customers and
ourselves from credit card fraud.
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Do you
ship COD?
We do not ship COD
internationally and within the United States.
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Will I
have to pay import duties, tax, VAT or brokerage on this item? (International
order)
If they apply, yes.
Brokerage fees, import duties, VAT, or any other tariff, levy or fee are not
included in the purchase price or the shipping and handling charges. Such fees
and taxes are the responsibility of the receiving party. To find out what taxes
or fees will be applied to your order from Raiden Tech, please contact you local
tax authority.
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Will I be
sent a tracking number?
Yes. UPS, Fedex, and USPS
send Emails with tracking numbers and delivery address information the evening
after your package ships, provided the Email address submitted with the order is
correct.
When you receive your tracking number, you may check your order status
HERE.
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When will
my package ship?
We strive to ship all
orders received before 10:00am Pacific Time the same day. This is our goal and
we work diligently to reach this goal on a daily basis. However, this is not a
guarantee. If you place an order before 10:00am and it does not ship the day you
place your order, you are not eligible for a refund on the shipping charges.
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Who do I
contact if I need to return an item?
To return an item, please
contact our Returns Department to get a RMA at:
Email: supports@raidentech.com
Phones are staffed 9am to 5pm Pacific Time
Our Technical Support Group issues RMA (Return Merchandise Authorization)
numbers for all product returns. If an item is defective, not working properly,
or you simply want to return the item, Technical Support is the proper
department to contact. Bear in mind that all returns are subject to our Sales
and Return Policies below.
-
Sales Policies:
All sales are final. Sales Tax of 9% will be charged to all California residents, except resellers. All items carry a 30 day warranty unless otherwise noted. Returns of product, other than for exchange or replacement, are subject to a 15% return fee. Shipping fees and/or return shipping costs are Non-Refundable. No returns or exchange after 30 days of receipt will be honored. Returns must be postmarked before the 30 days of receipt to be valid. Should a replacement for a returned item not be available, a credit
will be issued or the product will be substituted with one of same-or-better
specifications. All returned equipment must be issued a Return Merchandise
Authorization (RMA) number prior to return shipment. To be accepted, all
returned products must be conspicuously labeled with the assigned RMA number
and accompanied with a copy of the sales order or invoice. Customer must pack
items being returned complete, with all manuals, cables, accessories, etc., as
if they were new and working condition. Regardless of condition, products must
be packaged appropriately so as not to incur physical damage during return
shipping. Failure to do so may invalidate both the RMA and the warranty.
Unauthorized and/or unmarked returns will not be honored. Raiden Tech will not
be responsible for incidental or consequential damages arising from the use of
any product(s) that it sells. Raiden Tech reserves the right to refuse service
to anyone.
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Can I add
an item to or remove an item from my order?
Can I change the shipping method for my order?
How can I cancel my order?
You may change or cancel
your order if has not been processed for shipment and sent to the warehouse.
Once your order has been sent to the warehouse we cannot make any changes. To
make changes to your order you may contact Customer Service at (626) 968-9860.
Phones are staffed 9am to 7pm Pacific Time
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Can I
pick my order up from your warehouse?
No customer pickups are
allowed. Only wholesale pickups are allowed.
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What is
your number?
The number is
(626) 968-9860. Customer
Service phones are staffed from 9am to 5pm Pacific Time.
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Who do I
contact if I received the wrong item in an order?
If you believe you
received the wrong item in an order, you should contact our Support Department
at (626) 968-9860 or Email
supports@raidentech.com to obtain an RMA (Return
Merchandise Authorization) number.
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Who do I
contact if I am missing an item from an order?
If you are missing an item
from an order, you should contact our Customer Service Department at
(626) 968-9860 or Email
sales@raidentech.com
Customer Service phones are staffed from 9am to 5pm Pacific Time.
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The package
I received from is damaged in shipment. What do I do?
Please contact the
Customer Service Department and get a RMA to return the defective item for a
replacement.
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