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1 Which are the brands available at Pole Position? Pole Position selected a set of brands which are considered as some of the best brands in the market:
- Kyosho (cars, boats, sail yachts, airplanes, helicopters) 2 Which are the prices and availability of items at Pole Position? The prices that you find at our online shop are our trade prices with all taxes included. We try always to offer our customers the best price in the market. We calculate our prices considering a Win-Win perspective, meaning a trade margin that allows us to keep being in business but assuring a good price to our customer.
We’ve decided to work exclusively with one brand of models, Kyosho as this brand is one of the most representatives of the market. We hold in general a high level of stock of Kyosho items and parts of the models we sell. If the part ordered is not in stock, in general it takes less than a week to be available as we receive goods several times a week.
3 Items sale – What is Items sale and how it works at Pole Position? There are several products that at a certain time might be traded at reduced prices. Some of the pages of our web site, as well as the home page show a link to the Item Sale (top left of the page). Products are shown in a random way (a photo, small description and price, of the items in sale). Click the photo link to view details of the item shown or click the link >> view all to have access to the complete list of items at sale.
The items sale price is also valid at the physical store but subject to stock availability.
4 New arrivals – What is New arrivals and how it works at Pole Position? Here we can view all the new products that just arrived to the market.
In some pages like the home page, there is a link to all new arrivals. This can be found on the mid left of the home page. Products are shown in a random way (a photo, small description and price, of the new arrival product). Click the photo link to view details of the item shown or click the link >> view all to have access to the complete list of new arrivals already available at Pole Position.
5 Coming soon - What is Coming soon and how it works at Pole Position? Here we can view prototypes of the products yet to be launched in the market.
In some pages like the home page, there is a link to view coming soon items. This can be found on the top right of the home page. Products are shown in a random way (a photo, small description and if possible price, of the coming soon product). Click the photo link to view details of the item shown or click the link >> view all to have access to the complete list of coming soon items.
6 News – What is the purpose of news?
This news table is shown only at the home page mid right. Here you can find relevant news related to the reduced models hobby, sport and Pole Position itself. The news are presented upwards. If at any time you wish to stop the movement of the text so that you can read better, just pass the mouse over the text. The text stops.
7 User Sign up – How can I sign up? What does it involve? To surf our online shop or place questions thru email, you don’t need to sign up. If you wish to place an order then you have to sign up. You can do it while shopping or at the time you are placing the order. To SIGN UP go to the home page. Click on the SIGN UP button on the bottom right of the page. You’ll be re-directed to a form to fill in with your personal data. Your personal data is safe in our database. This database is used only for order processing. None of the data entered is released to third parties. After completing the form click the PROCEED button and then after reading your data click SEND DATA. If you need to change any details, you just have to click CHANGE DATA. After completing this process you will view the following message:
Your data was sent successfully. Your personal details will only be used to order processing and to send our Newsletter by email If you wish at any time to stop receiving the Newsletter, just click the link Newsletter and the bottom left of the home page and click Unsubscribe. You can still get access to you account and place orders, you just won’t receive the Newsletter. The simple fact of Login after signing up allows you to Change Your Personal Data, view the Order Status, including the most recent orders placed, with track numbers indication so that you’re able to trace your orders. The items that haven’t been shipped yet will have details on stock confirmation or other information. Here you can also see old orders in case you’d like to re-order an item and no longer have an idea of the item code. You can just check the old order and make a re-order.
8 Which are the payment methods available at Pole Position? The payment methods available at Pole Position are:
● Payment at the store:
● Items shipped by post and courier GLS:
The payment details by bank transfer are sent by email after receipt of the order. The shipment of the items is pending on the receipt of the copy of the transfer document (by fax +351 22 537 2875 or email
Cristina.Pinho@PolePosition-pt.com), or for instance when the amount due is credited at our bank account. Due to the high costs on collect shipments, this method is only used for Portugal inland. Islands Açores and Madeira should use bank transfer or PayPal methods.
The PayPal method allows customers to use any credit and debit card to pay the orders. It’s a secure and fast way to pay. Order is shipped after receipt of payment. 9 Shipping methods – How are items shipped? The shipping methods used by Pole Position are:
● By post (CTT)
Pole Position selects the method of shipment according to the item(s) being shipped. The fastest way of shipment is always used to better serve our customers.
10 Shipping costs – Portugal inland – How much will I have to pay of the order is shipped to a Portuguese inland address? The shipping costs defined by Pole Position are: Shipping costs:
● Orders up to €200: Shipping costs €4 Other costs:
● Collect: Additional charge of €2.50 regardless of order Additional costs on shipment of fuel:
● If the order includes fuel in 1 to 4 gallons (1 gallon = 3.78L), the shipping costs shall be €7 regardless the value of the order.
11 Shipping costs – Açores and Madeira Islands - How much will I have to pay of the order is shipped to a Portuguese island address?
The shipping costs defined by Pole Position are:
Shipping costs:
● Orders up to €200: Shipping costs €4
Other costs:
● Bank transfer: No additional costs
Additional costs on shipment of fuel:
● If the order includes fuel in 1 to 4 gallons (1 gallon = 3.78L), the shipping costs shall be €7 regardless the value of the order.
12 How to buy at Pole Position?
Our products are organized in a Catalogue by category. To view the catalogue, click the link
CATALOGUE on the top frame. After that you just need to select the category of the item required. Under that category you will find several models or references available. By clicking the item of your interest you will enter on an individual product page with full details like description, technical data, photos and so on, and also some other items related to the product you’re viewing.
To add any item to the shopping cart you just have to click the symbol
When you’ve finished shopping, go to the shopping cart and click the
Check Out button. If you’re already registered at Pole Position, just enter
User Name and Password. If you’re still not registered, you can do so by clicking the link
Sign Up. You’ll be re-directed to a form to fill in with your personal data. Your personal data is safe in our database. This database is used only for order processing, none of the data entered is released to third parties. After completing the form click the
PROCEED button and then after reading your data click SEND DATA. If you need to change any details, you just have to click
CHANGE DATA. After completing this process you will view the following message:
Your data was sent successfully.
You can then finalize your shopping by going to the SHOPPING CART and clicking CHECK OUT. After this, you will be taken to a validation page to enter Username and Password. After entering these details the order is completed.
The Log In can also be done at the Home page.
Following the above procedure the next step is to select the payment method. (Additional information on this issue can be found on the Home page link Payment and Shipping Methods.) Then just click Submit Order and hold while order is registered on our system.
The following message will show:
Your order was completed successfully.
You’ll also receive an e-mail with copy of your order.
The simple fact of Login In allows you to Change Your Personal Data, view the
Order Status, including the most recent orders placed, with track numbers indication so that you’re able to trace your orders.
The items that haven’t been shipped yet will have details on stock confirmation or other information. Here you can also see old orders in case you’d like to re-order an item and no longer have an idea of the item code.
You can just check the old order and make a re-order.
13 Shopping cart – How can I view the content of the shopping cart while shopping?
At any time you can view the content of your shopping cart by clicking the link
SHOPPING CART which is at the main top frame or just by clicking the symbol
14 How to cancel or change an order?
If you wish to cancel or make some change to an order that hasn’t been shipped yet, please send an email to
encomendas@poleposition-pt.com specifying the user name, date of the order and the item(s) to cancel or replace.
15 Help, suggestions or complaints – How to address these subjects?
Any information request, suggestion or complaint should be addressed to Pole Position using the email
suporte@poleposition-pt.com,
or by post to the following address:
Pole Position, Rua Santos Pousada, 882 – 4000-481 Porto
16 After sales assistance – How is it processed?
The after sales assistance is done at our store, or if possible by telephone or email. For those customers that live far from Oporto, we recommend to send the items to us by post.
For this please send an email explaining your problem so that we can confirm that the only way to solve the problem is to send it to us. Freight charges are at customer’s expense with exception to items under guarantee where re-shipping item to the customer is at our expense.
17 Guarantee – Which is the guarantee of the products?
All the products are under brand’s guarantee of 2 years. This guarantee only covers defective items. Problems related to missuse of the item voids guarantee.
Some of the guarantee situations are solved immediately at the store, others more complicated require the item to be sent to the factory with a full report on the situation.
18 Search – I cannot find the product I need!
There is a Search field at the top frame on the right on all the pages of the web site. The minimum number of characters to insert for the search is 3.
Try to use several words on the search so that the results turn out as close as possible to what you were looking for. The maximum number of items shown in 150.
If you enter the exact item code of an item, you’ll be redirected to the product page with full details of it.
For better surfing, the search result is presented on one single page.
The search engine is prepared to search any of the words entered.
I.e. If the product is called Kyosho Mini Z F1 Williams BMW FW25 (Juan Pablo Montoya), you may enter “mini bmw montoya” on the search field. The item will be presented as a search result. The same way if you enter the correct item code "ky30303jm" you’ll be redirected to the item page.
Under the Search link, there is an
ADVANCED SEARCH link. Here you’ll be able to filter your Search with several different parameters and restrictions related to price, category… optimizing your search.
If you cannot find the product you are searching please send us an email to
suporte@poleposition-pt.com.
19 Minimum order – Is there any minimum order value?
There isn’t any minimum order value but, for smaller values we recommend payments by bank transfer to avoid additional collect charges.
20 Safety and privacy of data – How does it work?
Your personal data is safe in our database. This database is used only for order processing and newsletter. None of the data entered is released to third parties.
21 Technical questions – How can I place technical questions about the products?
You can call Monday to Friday 9.00am to 12.30pm and from 2.00pm to 6.30pm the number +351 22 518 9588 or even better send an email to
suporte@poleposition-pt.com.
22 International shipments – I live abroad, can I place orders?
International orders can be placed using our shopping cart system or by email
encomendas@poleposition-pt.com. A separate email is sent confirming the order and shipping details.
International orders can only be shipped after receipt of payment. Customs costs are of the recipient’s responsibility.
23 Problems in viewing the web site correctly – What might be the problem?
The problem normally is related to font size pre-defined in your PC.
You should go to the Main Menu, click VIEW in your browser and then TEXT SIZE. You should select MEDIUM. This should solve the issue.
24 Can I place an order without using the shopping cart system?
The order can be placed by email or fax. If you have already Signed Up you just have to tell us your username so that we have access to you shipping details. If not, you have to specify all shipping details.
We cannot accept orders by phone. Only the orders placed using the shopping cart are subject of the Pole Position Power Points system.
25 I can’t view the videos – What might be the problem?
All our videos need the application Windows Media Player installed on your PC. The more updated the version you have the better. You should download the video to your desktop to avoid problems in viewing due to internet line speed. If you don’t have the application installed, you may download it free from this link:
26 I cannot view the Instructions manual, exploded views and parts list – What might be the problem?
All our instructions manual, exploded views and parts list require that you have installed on you PC the application Adobe Acrobat Reader. The more updated the version you have the better. You should download the file to your desktop for faster viewing. If you don’t have the application installed, you may download it free from this link:
www.adobe.com
27 Does my registration done at the sign up expire? Your registration is valid for a period of 6 months, extended automatically each time you log in at the web site. If you stop to log in for more than 6 months the registration will be automatically deleted. This rule is not applied to users with orders placed.
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next to the price. Automatically 1 unit of the item shall be added to the shopping cart. If you wish to buy more than 1 unit you can replace the figure 1 by any other figure non null and then click 
. Next to the symbol you’ll find the total number of items in your shopping cart and the corresponding total amount (not including shipping costs).