Shipping & Return Policy

Shipping Policy

Please note: Every FlightTrackerLED display is handmade in small batches by a single maker. Each unit is built, programmed, and tested by hand before it ships. I always work to get orders out as soon as possible.

Processing Time

In-stock units ship within 1–2 business days. When a batch sells out, new orders ship with the next batch, and the expected ship window is shown on the product page before you order. During periods of high demand or limited component supply, processing may take longer. If your order requires extended processing time, I will contact you by email at the address provided at checkout.

Shipping Methods & Delivery Time

• Domestic orders: shipped via USPS or UPS with tracking. Typical delivery time after shipment is 2-5 business days, depending on destination and the shipping option selected at checkout.
• Express or priority shipping: available at checkout when supported. Express shipping speeds up transit time, but it does not change processing time unless arranged in advance.
• International orders: checkout currently supports 27 countries, including Canada, the UK, most of the EU, Australia, New Zealand, Japan, Singapore, and Hong Kong. International shipping is a flat $60 USD per order, tracked (shown in your local currency where supported). For most destinations, import duties and taxes are calculated and collected at checkout; where they can't be collected at checkout, they are the buyer's responsibility on delivery. Typical international delivery after shipment is 1-3 weeks depending on destination and customs processing. Promotional discount codes apply to US orders only. If your country is not offered at checkout, email [email protected] and I will arrange it where I can.

Tracking

Once your order ships, you will receive a shipment confirmation email with the carrier and tracking number. A shipping label can be created before handoff. The carrier’s first acceptance scan confirms that the parcel is in its network.

Shipping Address

It is the customer's responsibility to provide a complete and accurate shipping address at checkout. FlightTrackerLED ships to the address provided on the order. If a package is returned as undeliverable because of an incorrect or incomplete address, the customer is responsible for the cost of re-shipping.

Lost, Delayed, or Damaged Shipments

If tracking shows your package as delivered but you have not received it, please first check with neighbors, family members, your front desk or building manager, and your local post office. If you still cannot locate it, contact [email protected] within 7 days of the marked delivery date so I can help open a carrier investigation.

If your package arrives damaged, contact me within 7 days of delivery with photos of the packaging and the product. I will work with you to repair, replace, or otherwise make it right.

Setup & Customer Support

Every FlightTrackerLED is tested before it ships. If you run into setup difficulty, please reach out. I respond as quickly as possible and will help you get your display working.

Made-to-Order Disclosure

Because each unit is built individually for the customer, FlightTrackerLED does not maintain a same-day shipping inventory. Thank you for your patience and for supporting a small, owner-operated maker business.

Return & Refund Policy

FlightTrackerLED displays are handmade in small batches by a single maker. Each unit is built, programmed, and tested by hand before it ships. I stand behind every unit shipped and want every customer to enjoy theirs.

30-Day Return Window

You may request a return or refund within 30 days of the delivery date of your order. The window applies to international orders too (return shipping at your cost, as below). Requests received after 30 days from delivery are not eligible for return or refund except where required by applicable law, or at my discretion in cases of clear product defect.

Conditions for a Refund

• The return request is made within 30 days of delivery.
• The item is returned in its original, unaltered condition, with all original packaging and accessories.
• The item has not been physically modified, taken apart, or had its firmware or hardware tampered with. Tampering or attempted modification voids return eligibility.
• The customer obtains a Return Authorization from FlightTrackerLED by emailing [email protected] before shipping anything back. Returns sent without authorization may be refused.
• Return shipping is the responsibility of the customer except in cases where the unit arrived defective or damaged.

Defective or Damaged on Arrival

If your unit arrives damaged or has a manufacturing defect, please contact [email protected] within 7 days of delivery with photos of the packaging and the product. I will repair, replace, or refund as appropriate at no additional cost to you.

Setup Issues

Many "it doesn't work" reports turn out to be straightforward setup questions. Before requesting a return, please contact me. I routinely walk customers through setup, and where a customer's unit cannot be made to work remotely, I will offer a free repair, replacement, or upgrade. Most setup issues are resolved without any return being necessary.

Non-Returnable Items

• Custom-built units that include personalized text, custom graphics, or buyer-specified hardware modifications.
• Units that have been physically opened, tampered with, or had their firmware extracted or modified.
• Items returned more than 30 days after delivery.

Refund Processing

Once a returned unit is received and inspected, I will notify you of the outcome. Approved refunds are issued to the original payment method, typically within 3-7 business days of inspection. Original shipping charges are non-refundable.

Chargebacks

Customers who experience an issue are asked to please contact [email protected] first. As a small, owner-operated maker business, I will always work in good faith to repair, replace, or refund promptly. Filing a chargeback before contacting me, or while remediation has already been offered and accepted, prevents me from helping resolve the issue and may delay the resolution.

Contact

For any return question or special request, please email [email protected]. I aim to respond within one business day.

MatrixPortal Dev Kit — Special Terms

The MatrixPortal Dev Kit is a developer product, and it is sold under different terms than the Mach 2:

• All Dev Kit sales are final. The Dev Kit is not eligible for return or refund, except where the unit arrives damaged or defective (report within 7 days of delivery with photos) or where applicable law requires otherwise. The 30-day return window above applies to the Mach 2 and does not apply to the Dev Kit.
• It is not a FlightTrackerLED flight tracker. The Dev Kit does not include the Mach 2, its firmware, its live route engine, its hosted aircraft data service, or any other FlightTrackerLED software or feed. It ships with independent open-source firmware.
• Its flights-overhead app is the open-source version. It displays aircraft heard by the owner's own ADS-B receiver on the owner's own network. No receiver, no aircraft — none of that data is provided by me.
• Self-serve support. The setup guide, the device's built-in guide, and the owner's manual are the support. The Mach 2 setup-support commitments above do not apply to the Dev Kit; I add real Dev Kit support capacity only if demand requires it.

If you want a finished, supported flight tracker, that is the Mach 2.