Frequently Asked Questions

Q: I'm a first-time user. Where should I start?

A: Welcome! We recommend starting with our Helicopter Operation Guide. It covers everything from unboxing to your first flight. The BELL206 and UH1 tutorials are particularly helpful for beginners.

Q: How do I properly inspect my helicopter before my first flight?

A: A thorough pre-flight inspection is crucial for safety. Please watch our detailed guide on how to inspect your helicopter to ensure everything is in perfect working order.

Q: Is there a guide for installing the rotor blades?

A: Yes, proper blade installation is critical. You can find a step-by-step tutorial here: Rotor Blade Installation Tutorial.

Q: My helicopter is shaking excessively during flight. What's wrong?

A: Shaking can be caused by a few factors. Our comprehensive video, Solutions for Helicopter Shaking, addresses common causes and solutions applicable to all models.

Q: The helicopter shakes on the ground during takeoff or landing, but not in the air. Why?

A: This is a classic sign that your rotor blades are either too loose or too tight. This quick tutorial will show you how to adjust them correctly.

Q: My helicopter suddenly fell from the sky, but I didn't crash it. Is it a quality issue?

A: We understand your concern. While it feels like a product issue, these incidents are almost always due to operational errors that can happen to any pilot. For example, accidentally switching to "3D Mode" or having a sleeve catch the "STOP" switch can cause a crash. We find that the most common cause is the "Return-To-Home" feature activating due to a low battery. Please review this video on the low battery feature. If parts were damaged, they are available for purchase in our store.

Q: I crashed my Airwolf helicopter. How can I repair it?

A: Crashes happen, but the Airwolf is designed to be repairable. Follow our detailed disassembly and repair guides: Part 1 and Part 2.

Q: Where can I find tutorials for replacing specific parts?

A: We have a full library of repair tutorials. You can find videos on replacing the Main Shaft, Gear, Servo Arm, and much more in our main guide.

Q: The red light on my flight controller is flashing. What should I do?

A: A flashing red light usually indicates a need for compass calibration. Please follow this tutorial to resolve the issue: Compass Calibration.

Q: The flight controller shows a "Lost RC Signal" error. How do I re-bind my remote?

A: You'll need to re-bind your remote controller to the flight controller. We have two helpful videos that walk you through the process: Binding Tutorial 1 and Binding Tutorial 2.

Q: I messed up my remote control settings. Can I restore them to default?

A: Absolutely. You can easily restore your remote's settings by following this guide: Restore Remote Settings.

Q: How do I start a return?

A: Please use our contact form to begin your return. Include your order number and email, and we'll send you shipping instructions once your request is approved.

Q: What items can I return?

A: You can return items within 30 days of purchase, as long as they are unused, in resellable condition, and in their original packaging with all tags intact.

Q: What items are non-refundable?

A: We cannot accept returns for gift cards, clearance items, or open-box items.

Q: Can I exchange an item?

A: Yes, we offer exchanges for eligible products. Once your request is approved, we will ship the replacement item to you.

Q: What are my refund options?

A: You can choose a refund to your original payment method or a refund to store credit, where applicable.

Q: How long does it take to get a refund?

A: After we receive and inspect your return, you'll be notified via email. If approved, refunds are typically processed within 5–7 business days.

Q: What is the warranty period for my product?

A: Each product is covered by its manufacturer's warranty. Our standard 30-day return policy only applies to new, unused items. Faulty products are handled on a case-by-case basis under the manufacturer's warranty.

Q: Who should I contact for a warranty claim?

A: Please contact the manufacturer first. If you don't receive a response within 5 business days, reach out to our support team, and we will assist you.

Q: What does the warranty cover?

A: The manufacturer's policy determines the warranty scope. We are not a warranty repair center and are not responsible for damage due to defects, misuse, or failures. The warranty does not cover secondary damage to other items.

Q: What happens if a fault develops after I've used the product?

A: Even if a fault develops after installation or use, you may still have a valid warranty claim with the original manufacturer.

Q: How do I get free shipping?

A: We offer free ground shipping on orders of $99 or more within the lower 48 states of the USA. Additional fees may apply for Alaska, Hawaii, and Puerto Rico.

Q: How long does shipping take?

A: Free ground shipping is estimated at 5–7 business days. Standard shipping is typically 3–5 business days, and expedited shipping is 2–3 business days. Please note these are estimates, not guarantees.

Q: Do you guarantee same-day shipping?

A: While we strive to ship orders the same day, especially those placed early, it is not guaranteed. UPS Next Day Air orders placed before 1:00 PM CST are guaranteed for next-day delivery.

Q: My tracking number isn't working. What should I do?

A: Tracking numbers only become active after the carrier has picked up the package. This can sometimes take several hours to update in their system. Please check again later.

Q: What should I do if my order is lost or arrived damaged?

A: If you suspect your order is lost, please contact us to initiate a trace with the carrier. If your order arrives damaged, contact us immediately with your order number. You may be asked to provide photos.

Q: Do you ship to military addresses (APO/FPO)?

A: Yes, we proudly ship to APO/FPO addresses via USPS. Please note that some items may not qualify for free shipping due to restrictions.

Q: Do you ship internationally?

A: Yes. Please be aware that international orders may incur customs, duties, taxes, or brokerage fees, which are the customer's responsibility. We do not falsify customs documents.

Q: What payment methods do you accept?

A: We accept Visa, MasterCard, American Express, PayPal, PayPal Credit, Amazon Pay, Apple Pay, Shop Pay, Affirm, and Klarna for a secure and easy checkout process.

Q: My order was canceled, but I was charged. When will I get my refund?

A: If your order is canceled, a refund will be issued promptly to your original payment method. Please note that it may take 48 hours or more for the refund to appear on your statement, depending on your bank.

Q: What happens if a product is listed at the wrong price?

A: In case of a typographical or supplier error, we reserve the right to refuse or cancel any orders placed for the product at the incorrect price, even if the order has been confirmed. A full refund will be issued immediately.

Q: Who is responsible if an accident occurs during the use of a product?

A: The end user assumes full responsibility and all risks associated with the use of radio-controlled flight products. Gateway Innovation accepts no responsibility for injury, death, or damage arising from the use of any products purchased from us.

Q: What is your policy on battery safety?

A: Customers are solely responsible for the safe use, charging, handling, storage, and disposal of Lithium Polymer (LiPo) and other batteries. We disclaim all liability for any damages or injuries related to battery use.

Q: Can I use images or descriptions from your website?

A: All content on our website, including images, descriptions, and trademarks, is the property of Gateway Innovation. Unauthorized use or reproduction is prohibited without our written consent.