1. Order Processing

Orders are processed during normal HSD North America business hours, Monday through Friday, excluding recognized holidays.

Orders received before the published daily order cutoff will generally be processed for shipment the same business day when:

• All products are in stock
• Payment has been successfully verified
• No fraud or security review is required
• No address clarification is required
• No specialized freight arrangements are required
• The order does not require additional review

Orders received after the published cutoff will generally be processed the following business day.

HSD may make reasonable efforts to expedite orders when operationally possible, including orders intended for upcoming flying events or weekends, but same-day shipment after the published cutoff is not guaranteed.

Processing times may be extended during:

• New product launches
• Promotional events
• Holidays
• Inventory counts
• Severe weather
• Carrier interruptions
• Periods of unusually high order volume
• Other operational circumstances

2. Shipping Methods & Carrier Selection

HSD ships using nationally recognized parcel carriers, freight providers, and other transportation services selected for reliability and suitability for the product being shipped.

HSD reserves the right to select or substitute the carrier, service level, routing, or transportation method necessary to safely and efficiently deliver an order.

Oversized aircraft, lithium batteries, hazardous materials, high-value merchandise, and freight shipments may require a specialized carrier or service regardless of options displayed or selected during checkout.

3. Shipping Charges

Unless otherwise stated as part of an HSD promotion, customers are responsible for the actual applicable shipping costs associated with their order.

Shipping charges may include:

• Carrier transportation charges
• Package size and weight charges
• Oversize or additional-handling charges
• Residential delivery surcharges
• Delivery-area or remote-area surcharges
• Signature services
• Shipping-protection or declared-value charges
• Freight charges
• Hazardous-material handling charges
• Other carrier-assessed charges applicable to the shipment

HSD may offer free, discounted, flat-rate, or other promotional shipping from time to time.

4. Shipping Protection

HSD understands that many aircraft and related products represent a significant investment.

Protection will generally be based on the documented customer invoice value of the covered merchandise, subject to the terms, limitations, exclusions, deductibles, claim procedures, and valuation methods of the applicable carrier or protection provider.

The specific shipping-protection provider or method may change over time based on carrier relationships, shipment type, destination, merchandise value, product dimensions, and available coverage.

Shipping protection does not guarantee that a carrier or protection provider will approve every claim or pay the full protected or declared amount.

HSD reserves the right to select the shipping-protection method used for each shipment.

5. Signature Requirements

HSD may require direct signature, adult signature, or another form of delivery confirmation for certain shipments.

Signature requirements may be used for:

• High-value shipments
• Oversized aircraft
• Freight shipments
• Address-security concerns
• Locations with elevated delivery risk
• Other shipments for which HSD determines confirmation is appropriate

Customers should ensure that an appropriate person is available to accept delivery when signature confirmation is required.

6. Address Accuracy & Delivery Changes

Customers are responsible for providing a complete, accurate and deliverable shipping address when placing an order.

Customers should verify:

• Recipient name
• Street address
• Apartment, unit, suite or building information
• City
• State or province
• Postal code
• Telephone number when required for delivery

Address changes, shipment interception, or rerouting requests are not guaranteed once an order has entered fulfillment or has been tendered to the carrier.

Additional charges resulting from an incorrect address, incomplete address, customer-requested rerouting, carrier address correction, storage, redelivery, return-to-sender service, or other customer-requested delivery changes may be charged to the customer.

7. Delivery Times

Carrier transit times and estimated delivery dates are estimates unless HSD specifically states otherwise.

Delivery may be affected by:

• Weather
• Carrier network delays
• Transportation interruptions
• Labor disruptions
• Customs processing
• Natural disasters
• Emergency conditions
• Remote delivery locations
• Other circumstances outside HSD's reasonable control

HSD cannot guarantee carrier transit or delivery dates once the shipment has entered the carrier network.

8. Oversized Aircraft & Freight

Large HSD aircraft may require additional handling time, specialized packaging, oversized parcel service, dedicated transportation, freight service, terminal handling, appointment delivery, or signature confirmation.

Carrier procedures and transit times for oversized aircraft may differ from standard parcel shipments.

HSD reserves the right to select a transportation method appropriate for the size, weight, value, destination, and handling requirements of the aircraft.

9. Inspect Your Shipment Upon Delivery

Customers should inspect all shipments promptly upon delivery.

Before discarding packaging, customers should look for:

• Crushed or punctured cartons
• Tears or openings
• Water exposure
• Compression or impact damage
• Missing or damaged package contents
• Evidence that the carton was opened or compromised

Significant product damage should be documented before assembly, repair, modification or operation.

10. Shipping Damage

Shipping damage should be reported to HSD North America as soon as possible and no later than seven (7) calendar days after delivery.

Prompt reporting helps preserve evidence and allows HSD to begin the applicable carrier or shipping-protection claim process.

Required Documentation

Customers reporting shipping damage should be prepared to provide:

• Clear photographs of the complete outer shipping carton
• Photographs showing all visible damage to the carton
• A close-up photograph of the shipping label with the tracking number and shipment information clearly readable
• Photographs showing the internal packaging and how the product was positioned inside the carton
• An overall photograph of the damaged product
• Close-up photographs showing the actual product damage
• Package dimensions when requested
• Video or other documentation when reasonably requested by HSD, the carrier, or the shipping-protection provider

HSD may request additional information depending on the nature of the shipment and the requirements of the applicable carrier or shipping-protection provider.

11. Retain the Complete Shipment

Customers must retain the complete shipment until HSD confirms that the materials may be discarded or otherwise handled.

Retained materials should include:

• Outer shipping carton
• Shipping label
• Foam inserts
• Internal packaging
• Protective materials
• Accessories
• Broken or damaged components
• The damaged product itself

The carrier, HSD, or the shipping-protection provider may require inspection or return of the damaged merchandise.

Failure to retain the shipment or provide reasonably requested documentation may limit HSD's ability to pursue a shipping claim and may affect the remedies available.

12. Shipping Claim Management

Customers should report shipping loss or damage directly to HSD Support.

HSD will generally administer eligible carrier and shipping-protection claims associated with shipments originating from HSD North America.

HSD may communicate directly with the carrier, transportation provider, insurer, or shipping-protection provider and may submit photographs, shipping records, invoices and other claim documentation as necessary.

13. Customer Cooperation With Claims

Customers must reasonably cooperate with HSD and any applicable carrier or shipping-protection provider during a loss or damage investigation.

Cooperation may include:

• Providing requested photographs
• Providing video
• Providing package dimensions
• Providing written statements
• Confirming the condition of merchandise
• Making packaging available for inspection
• Making damaged merchandise available for inspection
• Returning damaged merchandise when instructed
• Providing other documentation reasonably required to complete the claim

Failure to preserve the shipment or provide reasonably requested information may limit or prevent recovery under the applicable shipping-protection program and may affect the remedies available from HSD.

14. Shipping Damage Resolution

HSD will review verified shipping-damage claims and determine an appropriate customer resolution based on the extent of the damage, product availability, repairability, carrier requirements, and other relevant circumstances.

A resolution may include:

• Replacement parts
• Repair assistance
• Repair of the product
• Replacement of the damaged product
• Store credit
• A refund
• Another reasonable solution

A damaged component does not automatically require replacement of the complete aircraft when the product can reasonably be restored through repair or replacement of the affected component.

HSD may, at its discretion, provide a customer resolution before a carrier or protection provider completes its investigation when HSD determines that doing so is appropriate.

15. Return of Damaged Merchandise

Damaged merchandise may be required for carrier inspection, claim resolution, salvage, technical evaluation, repair, or return to HSD.

When HSD provides a complete replacement, refund, or another remedy based on the value of the damaged product, HSD may require return of the original damaged product and associated components.

The customer must retain the damaged product until HSD confirms whether it should be returned, retained, disposed of, or otherwise handled.

16. Lost or Significantly Delayed Shipments

If tracking indicates that a shipment has stopped moving, missed its expected delivery window by an unusual amount of time, or may otherwise be lost in transit, customers should contact HSD Support.

HSD will review the tracking history and, when appropriate, open an investigation with the carrier or shipping-protection provider.

Replacement, refund, store credit, or another resolution may be provided after the investigation or earlier when HSD determines that the available information reasonably establishes that the shipment has been lost.

17. Tracking Shows Delivered but Package Cannot Be Located

If carrier tracking shows a shipment as delivered but the customer cannot locate it, the customer should first:

• Inspect the normal delivery location
• Check porches, garages, gates and side entrances
• Check with other household members
• Check with neighbors when appropriate
• Check building management or receiving personnel

If the package cannot be located, contact HSD Support promptly so that available carrier delivery records can be reviewed and an investigation opened when appropriate.

Customer-authorized delivery releases, carrier redirects, signature waivers, alternate delivery instructions, pickup-location changes, or other customer-directed modifications to delivery may affect claim eligibility.

18. Refused Deliveries

Customers should not refuse a shipment without prior authorization from HSD unless circumstances make acceptance impractical or unsafe.

If a shipment arrives with visible damage, customers should photograph the shipment and contact HSD Support rather than refusing delivery whenever practical.

19. Split Shipments

Orders containing multiple items may be divided into separate shipments when necessary for inventory, packaging, warehouse, carrier, or safety reasons.

When HSD elects to divide an order into multiple shipments for operational reasons, the customer will not be charged additional shipping solely because HSD elected to split the shipment.

20. International Orders

Where international shipping is available, customers are responsible for complying with the import requirements of the destination country.

Unless specifically stated otherwise, customers are responsible for applicable:

• Import duties
• Taxes
• Customs fees
• Brokerage fees
• Import permits
• Government charges
• Other destination-country requirements

International transit times may vary due to customs, local carrier performance, regulatory review, and other circumstances outside HSD's control.

21. Lithium Batteries & Restricted Materials

Lithium batteries and certain other products are subject to transportation, labeling, packaging, routing, and carrier restrictions.

HSD reserves the right to modify a shipping method, divide an order, use ground transportation, restrict certain destinations, or otherwise modify fulfillment when required to comply with applicable laws, regulations, or carrier requirements.

22. LiPo Batteries Damaged in Transit

If a lithium polymer battery arrives punctured, crushed, swollen, leaking, physically damaged, abnormally hot, or otherwise compromised:

Do not return a damaged LiPo battery through normal shipping channels unless specifically instructed by HSD and provided with appropriate shipping instructions.

23. Warehouse or Local Pickup

Orders approved for local or warehouse pickup must be collected according to the instructions and timeframe communicated by HSD.

Customers should not arrive for pickup until HSD confirms that the order is ready.

Unclaimed orders may be cancelled after reasonable notice and may be subject to applicable handling or restocking charges when permitted by the HSD Returns & Refunds Policy.

24. Shipping Damage vs. Product Warranty

Physical damage caused while merchandise is in carrier possession is handled under this Shipping & Delivery Policy and is separate from HSD's Limited Warranty.

Manufacturing defects may qualify for coverage under the HSD North America Limited Warranty even when discovered after delivery.

25. Returns & Order Cancellations

Customer-requested returns, exchanges, cancellations, and change-of-mind purchases are governed separately by the HSD North America Returns & Refunds Policy.

A shipping claim should not be used as a substitute for a convenience return, and a return request does not automatically constitute a shipping-damage claim.

26. Carrier Conditions & Limitations

Once a shipment enters the carrier network, transportation, routing, sorting, weather exposure, carrier handling, transit scheduling, and final delivery conditions are outside HSD's direct physical control.

HSD cannot guarantee carrier transit times, uninterrupted transportation, or events outside HSD's reasonable control.

27. Right to Update

HSD North America reserves the right to modify this Shipping & Delivery Policy as carrier services, rates, shipping-protection programs, regulations, fulfillment practices, or business requirements change.

Unless otherwise required by applicable law, the policy in effect when the customer's order was placed will generally apply to that shipment.

28. Questions About Your Shipment

If you have questions regarding tracking, delivery status, shipping damage, a missing package, or another shipping-related concern, contact HSD North America Support.

Providing your order number and tracking number when contacting us will help our team assist you more quickly.