Horizon Hobby Customer Service — Expert Guide for Fast, Accurate Support

Overview and what to expect

Horizon Hobby (official site: https://www.horizonhobby.com) is one of the largest hobby retailers and OEM distributors in the RC, model, and hobby electronics space. Customers commonly contact Horizon for product support, warranty claims, parts orders, and repair estimates. From an operational perspective you should expect three primary paths: self-service documentation (manuals, firmware), direct contact with customer service (tickets/phone), and depot repairs through Horizon’s service centers.

On average, hobby-industry service operations aim for an initial triage within 24–48 hours and a full resolution in 3–21 business days depending on complexity. For Horizon-specific interactions, plan for typical triage within 1–2 business days, an evaluation period of 5–10 business days for physical items sent in for inspection, and potential additional weeks for parts procurement or complex repairs. Always check the current timelines posted on horizonhobby.com/support because lead times vary with product class (airframes vs. electronics vs. engines).

Contact channels and escalation

Use the Support section at horizonhobby.com/support as your primary entry point — it consolidates contact forms, live chat availability, warranty submission forms, and the most current phone numbers. If you prefer phone support, the website lists the correct regional number and hours; avoid relying on third-party phone lists because numbers change frequently. When you open a support ticket include order number, SKU, serial number (if present), and photos or short video demonstrating the issue to accelerate diagnosis.

Escalation best practices: if initial support closes a ticket without resolution, politely request an escalation reference and the expected SLA for that escalation. Document all ticket IDs, timestamps, and the names of representatives. For cases involving safety or NTSB-like concerns (e.g., battery fires or motor failures causing property damage), indicate the severity and ask for priority handling — these incidents often jump the queue and may trigger a formal investigation by Horizon or the OEM.

Warranty, returns and RMA procedures

Horizon’s warranty and return workflow typically requires proof of purchase and a completed RMA (Return Merchandise Authorization) before sending goods back. Many hobby retailers and manufacturers operate on a 30‑day return window for buyer’s remorse returns and a separate manufacturer warranty window (commonly 90 days to 1 year for electronics, and up to 2 years for certain mechanical components). For Horizon purchases, always verify the invoice date and follow the RMA steps on the product-specific support page.

When preparing an RMA, expect these concrete steps: (1) create a support ticket with photos and invoice, (2) receive an RMA number and instructions within 24–48 hours, (3) ship items using the carrier and labeling instructions provided, and (4) receive an inspection/diagnostic result in roughly 5–10 business days after arrival. If a return is accepted as “defective,” shipping for the return or replacement is often covered; if the return is for buyer’s remorse it may be subject to restocking fees or return shipping charges—confirm these fees on the RMA email.

Spare parts, repairs and turnarounds

Horizon maintains inventory for thousands of SKUs and also sources OEM parts; however, lead times vary. Common spare parts (servos, ESCs, propellers) are often shipped within 1–3 business days, while specialized airframe components or legacy parts can take 2–6 weeks if the part needs to be ordered from a manufacturer or from overseas. Ask for an ETA and part number when arranging repairs so you can track procurement.

Repairs that require bench time (ESC rebuilds, engine tuning, or structural repair) will typically include an estimate and a diagnostic fee if the item is out of warranty. For complex work Horizon may subcontract to authorized service centers — this is normal and will be disclosed in the repair estimate. Insist on an itemized estimate before work begins so you can approve costs; most shops will not exceed the estimate without explicit customer authorization.

Shipping, costs and monetary expectations

Domestic shipping rates for Horizon orders generally fall within $8.99–$29.99 for standard parcels depending on weight and speed; expedited or oversized shipments increase costs substantially. Insurance is recommended for returns of high-value items (batteries, high-end transmitters, or complete aircraft). If you ship a claim item without required insurance and it’s lost or damaged in transit, recovery options become limited.

Be prepared for these typical charges: diagnostic/evaluation fees (if out of warranty), authorized repair labor (hourly or flat), and part costs. For transparency ask the rep to provide parts pricing (part number + unit price) and labor rate before repair. If a product is within the manufacturer warranty, many of these fees are reduced or waived; always confirm who (Horizon or the OEM) is covering the warranty to avoid unexpected bills.

How to prepare for a fast, successful resolution

Efficient service starts with documentation. When you open a ticket have the following ready — order number, SKU, serial number, date of purchase, where it was flown/operated, and clear photos or a short video showing the fault. The more precise the initial submission the fewer back-and-forths you’ll experience and the faster the RMA will be issued.

Common evidence that speeds repair: chronological photos of damage, short video of the fault under operation, full-color scans or photos of purchase receipts, and a one-paragraph timeline of events. Use the list below as a checklist before contacting support.

• Essential packet to submit: order/invoice (PDF/photo), product SKU and serial, 3–5 photos (close-up + context), 20–30 second video of the fault, short one-paragraph incident description, and shipping address for RMA return.

• Typical timeline & costs (estimates): initial triage 24–48 hrs; inspection 5–10 business days after receipt; common part shipping 1–21 days; diagnostic fees apply if out-of-warranty—confirm in advance.

Who owns Horizon Hobby?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Horizon Hobby is owned by an investor group that acquired the company in 2014. This group was led by Joe Ambrose, the CEO at the time of the acquisition, and included Mill City Capital L.P. and Armory Capital LLC.
  Key details:

• Acquisition: In December 2013, an investor group announced plans to acquire Horizon Hobby, with the deal closing in early 2014. 
• Leadership: The acquisition was led by Horizon Hobby’s then-CEO, Joe Ambrose. 
• Investors: The investor group includes Mill City Capital L.P. and Armory Capital LLC, a company founded by Jacob Ambrose. 
• Current Status: Horizon Hobby remains an operational company and a world leader in hobby products. 

AI responses may include mistakes. Learn moreHorizon Hobby – Crunchbase Company Profile & Funding Horizon Hobby was bought out by Armory Capital on Mar 5, 2014 . * Transaction Name. Horizon Hobby acquired by Armory Capital. * A…CrunchbaseIs Horizon Hobby really closing down? – FacebookMay 22, 2025 — Horizon Hobby is not closing down, despite fake ads and rumors, the company has been in business since 1985 and is sti…Facebook(function(){
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How do I speak to someone at Horizon Parking?

call 01245 392289 select option 1 or 2 to make payment using our automated payment line; Or during office hours 01245 392289 and select option 9 and one of our representatives can take the payment for you.

How do I contact Horizon Hobby?

Please call 877-504-0233 or e-mail us at [email protected] with any questions or concerns regarding this product or warranty.

Is Horizon Hobby a Chinese company?

Horizon Hobby, LLC is an American multinational hobby-grade RC radio control (RC) model, model train manufacturer, and distributor. It was founded by Rick Stephens, Janet Ottmers, Debra Love, and Eric Meyers, in July 1985, and headquartered in Champaign, Illinois.

Is Spektrum owned by Horizon Hobby?

Spektrum is a brand of radio control systems designed for use with hobby radio-controlled cars and aircraft. Spektrum is a division of Horizon Hobby.

What happened to Horizon Hobby?

Horizon Hobby is not closing down, despite fake ads and rumors, the company has been in business since 1985 and is still operational.