STORE POLICIES

 STORE POLICIES

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Return Policy – Online Store

- Sealed Products Only

If you have placed an online order and it has already shipped, shipping charges will not be refunded. Once your order leaves our building, it becomes the customer’s responsibility to ship it back to us.

For any returns, please text 647-321-1965 to request an RMA number.
You will be asked to provide:

  • Your original invoice number
  • Photos showing the product is factory sealed before returning it

Once you ship your order back, please send us the tracking number via text (SMS) to 647-321-1965.

After we receive and inspect your return, a refund will be issued minus outbound shipping charges and a restocking fee.

  • Within 30 days of purchase: A 15% restocking fee applies to all online returns.
  • Alternatively, you may choose store credit within 30 days — no restocking fee will apply, and an electronic gift card will be emailed to you.

Products that are final sale:

  • Liquids
  • Batteries
  • Chargers
  • ESCs or Servos
  • Any sale made with discounts or promotions

Sealed Products Only:
All other items on your order may be returned with management approval within 30 days of purchase.
After 30 days (starting on the 31st day), all sales become final.

 

Return Policy – In Store

- Sealed Products Only

(Full Refund within 15 Days)
(Store Credit within 30 Days)
Sealed Products Only

All items being returned must be in new condition, unused, and in their original packaging.
Once an item has been opened or used, it will not be accepted for return under any circumstance, including warranty concerns.

Some items are subject to special conditions — please review the details below.

Products that are Final Sale:

  • Liquids
  • Batteries
  • Chargers
  • ESCs or Servos
  • Any sale made with discounts or promotions

These terms are clearly displayed at the front register, along with neon signage reminding customers to read before making a purchase.

After 30 days, all sales are final.
The return period begins on the date of purchase shown on your receipt — counted as Day 1.


Inventory & Store Pickup Information

Approximately 75% of the inventory shown on the Big Boys With Cool Toys website is located in our Eastern Canada or Western Canada warehouses. The remaining inventory is available at our Mississauga showroom, a 7,000 sq. ft. retail location located approximately 20 minutes from downtown Toronto. If you choose in-store pickup, products from either warehouse can be shipped to our Mississauga location for pickup. 🚨 Important – Store Pickup Orders Online orders for store pickup may be processed from whichever warehouse can ship the product to the store the fastest. Please note that store pickup orders may take approximately 5–10 business days to arrive at the Mississauga location, depending on warehouse processing and transit times. Once the product arrives at the store, an email notification will be sent to the customer confirming the order is ready for pickup. ⚠️ Please do not come to the store to pick up your order until you receive this notification. If you would like to check current physical inventory at the Mississauga showroom, please contact our store directly during operating hours: 📞 905-629-9366 A staff member can confirm what is physically available at the Mississauga location. Otherwise, customers are welcome to place an online order through our website and select Mississauga Store Pickup, which provides access to inventory from both warehouses across Canada.

 

PRE-ORDERED ITEMS

Please Read Carefully 

The pre-order cancellation policy is listed on your receipt and is also displayed in your shopping cart prior to checkout & front counter of the store.

Pre-ordered items listed on our website mean the product is not currently in stock and must be ordered from the manufacturer. Pre-orders may take anywhere from a few days to several weeks to arrive.

If you wish to know the ETA of your pre-order, text our Pre-Order Manager at 647-321-1965 between Monday to Friday, 11 AM – 4 PM. He will provide an approximate timeframe based on the manufacturer’s ETA. Please note this is only an estimate.

Important Final Sale Policy on Pre-Ordered Items

 (Please Read Carefully)

Once a pre-order is placed, customers have up to 3 days from date of purchase to cancel the order.

This is because payment is sent to the supplier to secure and lock in the specific product for you. Once this process begins, the order cannot be cancelled or refunded, except under the 90 DAYS  refund policy outlined below for Category 3 (Special Order) items.
We strongly recommend confirming timelines before the 3-day cancellation window expires so you can make an informed decision about whether to proceed or cancel.

If your order is past the three day window, your complete order is a final sale as we will be holding other items on your order without being able to sell them to other customers. 

Need an Update on Your Pre-Order?
For the most accurate and up-to-date information, please contact our Pre-Order Manager via TEXT LINE support:

📱 647-321-1965🕒 Monday–Friday | 11:00 AM – 4:00 PM (Eastern Time)

Please include:

  • Your order number (if already ordered), or
  • The product or part number (if inquiring before placing an order)

The Pre-Order Manager will check directly with the supplier and confirm which of the three categories your product falls under, along with the most accurate timeline available.

Pre-order cancellation special request

You may request a cancellation through our Pre-Order Manager. If you choose not to proceed with the product at that time, we can return it to the manufacturer on your behalf, subject to a 25% restocking fee. This fee covers the manufacturer’s restocking charges.

Pre-Order Manager via TEXT LINE support:

📱 647-321-1965🕒 Monday–Friday | 11:00 AM – 4:00 PM (Eastern Time)

In-store pre-order purchases may be cancelled via text. Refunds are issued in store only, at the cash counter, to the original method of payment.

More information about Pre-Order items 

and what does Pre-Order mean on our website & in store?

 Pre-Order Categories & Timelines

As you may know, our store has access to over $100 million worth of hobby products across multiple manufacturers. While it’s not possible for us to stock every item at all times, we are able to special order most products within a reasonable timeframe. The information below explains how pre-ordered products are categorized and what timelines you can expect.

All pre-orders placed on our website fall into one of the following three categories:

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1. In-Transit from Supplier

The product is already on its way from the supplier to our store or warehouse.

Estimated arrival: 4–7 business days

———————————
2. Manufacturer In-Stock (Available to Order)

The product is currently in stock at the manufacturer and can be ordered into our store or warehouse.

Estimated arrival: 5–10 business days

———————————
3. Special Order / Manufacturer Backorder

The product is currently out of stock at the manufacturer and is placed as a special order.

Estimated arrival: Several DAYS to several WEEKS

If the product does not arrive at our store or warehouse within 90 DAYS, a full refund will be issued. — no questions asked. If we get notification from supplier that this product is discontinued before the 90 DAYS we will reach out to the customer and issue a refund.

————————————

***Effective January 1, 2026, all new pre-orders are subject to our updated Pre-Order Policy.***

Any pre-orders placed in 2025 will continue to follow the original pre-order policy listed on your receipt at the time of purchase.

If you have any questions or need clarification, please contact our Pre-Order Manager, who will be happy to assist you. text 647-321-1965

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DISCOUNTED SALES AND PROMOTIONS 

All discounted or sale items are FINAL SALE. This includes rewards or loyalty points discounts, coupon discounts (5%, 10% ,20% etc.), and holiday promotions such as Labour Day, Black Friday, and Show Prices. Coupons and discounts cannot be backdated or applied to previous purchases.

 

PAYMENT INFORMATION

 Our website uses a secure third-party payment system equivalent in safety to Canadian banking standards. Your payment and credit card information is not stored on any BBWCT system. All orders are charged immediately upon checkout.

 

ONLINE ORDERS – IN-STORE PICKUP

Orders selected for in-store pickup will be held for up to 90 days in our online department. After 90 days from notification, BBWCT reserves the right to discard or donate unclaimed items to charity.

In the absence of any communication from the customer for a continuous period of 90 days, the product shall be deemed abandoned. We will retain the item for up to 90 days, after which it may be disposed of at our sole discretion without further notice.

The customer will received an email that their product is ready for pick up. that is day 1 OUT OF THE 90 DAYS  

Please note: That if you have picked Store pick up, please wait for an email confirmation before heading to the store as the Online department both warehouses have to arrange that all product is ready and waiting at the store, including all or any pre-ordered items before this email is sent out.

 

If your online order has a pre-order item it will wait for the final pre-order item before all products are shipped out of either warehouse unless you request to pay for separate shipping to split your order by texting our online TEXT LINE and asking the Online manager or shipping to split your order .


HOW TO CANCEL AN ONLINE ORDER (NOT YET SHIPPED) 

Orders that are in stock that do not have any form of discount and not yet shipped can be canceled within 7 days for a full refund

How to communicate with the accounting department for this cancellation?  By texting 647-321-1965 (The accounting department is open Monday to Friday , 11 AM – 4 PM EST). Cancellation requests after 7 days incur a 15% restocking fee. Orders containing pre-ordered items follow the Pre-Order Policy. Unless they are final sale items/discounted items, orders can not be cancelled. In the absence of any communication from the customer for a continuous period of 90 days, the product shall be deemed abandoned. We will retain the item for up to 90 days, after which it may be disposed of at our sole discretion without further notice.


Warranty & Defective Item Policy

DEFECTIVE MERCHANDISE / WARRANTY CLAIMS

 All warranty and defective item claims are ultimately handled in accordance with the manufacturer’s warranty policy. In some cases, our store can assist with the process.

 To determine whether your claim should go directly through the manufacturer or be handled through our store, please contact our Warranty Manager:

 📱 Text: 647-321-1965

🕒 Hours: Monday–Friday, 11:00 AM – 4:00 PM (EST)

Please include a description of the issue when reaching out.

 Shipping Responsibility Warranty & Defective

 Warranty coverage applies only to the product, not transportation costs.

 Customers are responsible for:

--Shipping costs to the manufacturer or our store

--Return shipping costs after warranty service is completed

 Warranty policies do not cover shipping expenses under any circumstances.

 Inspection & Diagnosis

 No-Charge Evaluation

If the issue can be assessed without disassembling the product (visible defect), our Warranty Manager can inspect it at no charge.

 Disassembly / Internal Inspection

If the product must be taken apart to diagnose internal issues not visible externally:

  • BBWCT can assist with diagnosis
  • Labor rate: $30 per half hour
  • Charges apply only when disassembly is required

 Case-by-Case Review

 Every warranty situation is different. The Warranty Manager will review your specific concern and provide the best course of action once details are received.

 Thank you for your understanding and cooperation.

 

SHIPPING INSURANCE OPTIONS

Shipping carriers automatically provide coverage of up to $100 for any loss or damage in transit.

For full insurance coverage, please text 647-321-1965 between 11 AM – 4 PM (7 days a week) to request an insurance quote before your order ships.

You may also request an optional signature requirement for an additional $10 to ensure your package is not left unattended upon delivery.

If you choose not to purchase additional insurance, you acknowledge that you are fully responsible for any loss or damage that occurs after the shipment leaves our facility. In such cases, you cannot file a chargeback or dispute on any form of payment.

Once a product leaves our building, it carries only $100 of carrier coverage, unless full insurance coverage was purchased in advance.

Shipping Responsibility & Insurance Coverage Policy

Once an order has been shipped and picked up by the carrier, the shipment is considered to be in the carrier’s possession and control.

Insurance Coverage

  • All orders placed on our website are automatically insured up to $100 at no additional cost.

  • Customers who wish to purchase full-value insurance coverage must contact our Shipping Manager after placing their order.

    • An invoice will be issued for the additional insurance cost.

    • Once paid, the insurance funds are transferred directly to the shipping carrier for full coverage.

Lost or Damaged Packages (In Transit)

  • If a package is lost or damaged while in transit, a claim may be filed by:

    • The customer, and

    • Big Boys With Cool Toys, with the shipping carrier.

  • Claims may be submitted between 7 and 20 days from the shipment date, depending on the carrier’s policies.

    • This time frame allows the carrier the opportunity to locate and deliver the package.

    • If the package is not recovered, the reimbursement process will begin in accordance with the carrier’s insurance terms.

Money-Back Guarantee & Shipping Methods

  • Money-back guarantees apply only to express shipping services.

  • If ground shipping is selected with any courier, insurance claims do not guarantee a refund or reimbursement, even if coverage was purchased.

  • All refunds and reimbursements are subject to the carrier’s insurance terms, approval process, and any changes in carrier policies.

Delivered Packages & End of Liability

  • Once a package is marked as delivered by the carrier, the shipping contract is considered complete.

  • At that point, no insurance claims or liability may be filed with the carrier or with Big Boys With Cool Toys.

  • This includes, but is not limited to:

    • Packages reported missing after delivery

    • Deliveries made to PO Boxes, lockboxes, or shared mail areas

    • Locations within apartment buildings, complexes, subdivisions, or townhouses where multiple individuals may have access

Customers are responsible for ensuring a secure delivery location. We strongly recommend choosing a delivery address where packages can be safely received or arranging signature-required delivery when available.

 


FREE SHIPPING POLICY

Valid March 1 – March 31, 2026

General Terms

Free shipping applies ONLY to PARTS orders over $49.99 (before taxes).
This offer is strictly for qualifying parts, not large items such as RC trucks, cars, planes, or boats.

When free shipping is offered, conditions apply as outlined below.

Free Shipping Eligibility

  • Applies only to parcels that measure approximately 28 cm x 24 cm x 4 cm (bubble mailer) 
  • Oversized, hazardous, or special-handling items may incur a processing fee. An invoice will be sent to you if applicable.
  • A $19.99 insurance fee is added to all orders with free shipping to cover full protection against loss or damage during transit.
  • If you order large items (e.g., RC trucks, cars, planes, or boats), you must select the correct shipping option during checkout.
    • Choosing the wrong option (e.g., selecting “Free Shipping” on oversized items) will result in an additional invoice that must be paid before your order ships.
  • Shipping calculations at checkout are estimates only. Due to varying box sizes, weights, and dimensions, extra charges may apply.
  • Faster shipping methods may also carry additional costs.

The shipping cost shown at checkout is an estimate only.

As clearly stated at checkout and in our Store Shipping Policy, shipping rates provided by carriers are subject to change based on:

  • Final weight and dimensions

  • Oversize classifications

  • Carrier rate adjustments, which change frequently

Our checkout system is directly connected to shipping carriers, and all calculated shipping prices are estimates, especially for pre-order items that have not yet arrived in stock. Once the product is received and exact dimensions are confirmed, additional shipping charges may apply.

Free Shipping Limitations

  • Cannot be combined with any other offers, promotions, or discounted items.
  • Does not include oversized shipping fees — customers will be invoiced separately for oversize charges.
  • Available for Canadian addresses only.
  • Hazardous materials (fuel, glue, oil, rockets, batteries, liquids) are not eligible for free shipping and will incur standard shipping fees.
  • Free shipping uses standard Purolator or Canada Post delivery (5–14 business days), depending on your location.
  • Some remote or rural areas (e.g., Yukon, Northwest Territories, and other small towns) are excluded from free shipping.
    • If your city or postal code does not qualify for free shipping at checkout, please contact our text support line to confirm eligibility.

NOTE: Customers are strongly advised to select the appropriate paid shipping method to avoid additional invoices after purchase. If “Free Shipping” is selected and the order does not qualify, the Shipping Department will issue an invoice for the correct shipping charges within 3 business days of purchase ( UNLESS IT IS A PRE-ORDER. ) Orders will not ship until all shipping charges are paid in full.

7-Day Cancellation Policy on shipping:

If you choose not to pay the additional shipping charges, you may request cancellation within 7 calendar days from the date of purchase. Cancellation requests must be submitted through our Management Text Line: Text: 647-321-1965 Monday – Friday | 11:00 AM – 4:00 PM EST Failure to pay an additional shipping invoice does not automatically cancel your order. After 7 days, inventory is considered allocated and reserved specifically for you.

Cancellation rights may be limited or refused beyond this period.

Pre-Ordered Items

  • Free shipping is not available for pre-ordered oversized parts.
  • Oversize fees will be determined after the part arrives and will be invoiced separately.
  • If your package exceeds bubble mailer dimensions, oversize fees will apply.
  • You may cancel your pre-order within 3 days of purchase if you do not wish to pay oversize charges.
    • After 3 days, the order becomes final sale, and shipping fees must be paid before the product is shipped.

Insurance, Coverage, and Signature Options

  • All shipping carriers used by Big Boys With Cool Toys (BBWCT) cover up to $100 for loss, theft, or damage.
  • Packages over $100 in value are not covered unless additional insurance is purchased by the customer.
  • Customers can contact our Shipping Manager (available 7 days a week between 11 AM – 4 PM) to request:
    • Additional insurance coverage on their shipment.
    • Signature confirmation for delivery ($10 fee) to prevent the package from being left at the door.
  • Insurance coverage must be added before the package ships.
  • Customers who decline insurance accept full responsibility for any lost or damaged packages in transit.
  • To decline insurance, please text 647-321-1965.

Shipping Responsibility & Insurance Coverage Policy

Once an order has been shipped and picked up by the carrier, the shipment is considered to be in the carrier’s possession and control.

Insurance Coverage

  • All orders placed on our website are automatically insured up to $100 at no additional cost.

  • Customers who wish to purchase full-value insurance coverage must contact our Shipping Manager after placing their order.

    • An invoice will be issued for the additional insurance cost.

    • Once paid, the insurance funds are transferred directly to the shipping carrier for full coverage.

Lost or Damaged Packages (In Transit)

  • If a package is lost or damaged while in transit, a claim may be filed by:

    • The customer, and

    • Big Boys With Cool Toys, with the shipping carrier.

  • Claims may be submitted between 7 and 20 days from the shipment date, depending on the carrier’s policies.

    • This time frame allows the carrier the opportunity to locate and deliver the package.

    • If the package is not recovered, the reimbursement process will begin in accordance with the carrier’s insurance terms.

Money-Back Guarantee & Shipping Methods

  • Money-back guarantees apply only to express shipping services.

  • If ground shipping is selected with any courier, insurance claims do not guarantee a refund or reimbursement, even if coverage was purchased.

  • All refunds and reimbursements are subject to the carrier’s insurance terms, approval process, and any changes in carrier policies.

Delivered Packages & End of Liability

  • Once a package is marked as delivered by the carrier, the shipping contract is considered complete.

  • At that point, no insurance claims or liability may be filed with the carrier or with Big Boys With Cool Toys.

  • This includes, but is not limited to:

    • Packages reported missing after delivery

    • Deliveries made to PO Boxes, lockboxes, or shared mail areas

    • Locations within apartment buildings, complexes, subdivisions, or townhouses where multiple individuals may have access

Customers are responsible for ensuring a secure delivery location. We strongly recommend choosing a delivery address where packages can be safely received or arranging signature-required delivery when available.

Free Shipping and Order Cancellations

If you wish to cancel an order placed with free shipping (for example, if you do not wish to pay extra oversize or insurance charges):

  • You must cancel within 24 hours of purchase by texting 647-321-1965 (direct line to the Shipping Manager).
  • You will receive a confirmation once the order has been successfully canceled.
  • After 24 hours, the order becomes final sale, and your package will be held until additional charges are paid.
  • Products will be held in the shipping department for 90 days.
    • After 90 days, unclaimed products will be donated to a children’s charity, and no refund will be issued.

In-Store Pickup

  • Online orders can be picked up in-store.
  • Choose “In-Store Pickup” at checkout.
  • Once fulfilled, your order will be held for 90 days only.

  •  After 90 days from notification, BBWCT reserves the right to discard or donate unclaimed items to charity.

  • In the absence of any communication from the customer for a continuous period of 90 days, the product shall be deemed abandoned. We will retain the item for up to 90 days, after which it may be disposed of at our sole discretion without further notice.

  • Inventory & Store Pickup Information Approximately 75% of the inventory shown on the Big Boys With Cool Toys website is located in our Eastern Canada or Western Canada warehouses. The remaining inventory is available at our Mississauga showroom, a 7,000 sq. ft. retail location located approximately 20 minutes from downtown Toronto. If you choose in-store pickup, products from either warehouse can be shipped to our Mississauga location for pickup. 🚨 Important – Store Pickup Orders Online orders for store pickup may be processed from whichever warehouse can ship the product to the store the fastest. Please note that store pickup orders may take approximately 5–10 business days to arrive at the Mississauga location, depending on warehouse processing and transit times. Once the product arrives at the store, an email notification will be sent to the customer confirming the order is ready for pickup. ⚠️ Please do not come to the store to pick up your order until you receive this notification. If you would like to check current physical inventory at the Mississauga showroom, please contact our store directly during operating hours: 📞 905-629-9366 A staff member can confirm what is physically available at the Mississauga location. Otherwise, customers are welcome to place an online order through our website and select Mississauga Store Pickup, which provides access to inventory from both warehouses across Canada.

Returns on Free Shipping Orders

Free shipping covers outbound shipping only.
If you decide to return your item:

  • BBWCT reserves the right to deduct incurred shipping costs from your refund.
  • Refunds are issued only if the item is factory-sealed.
  • Opened products must be shipped back at the customer’s expense.
  • All hazardous materials remain non-returnable.

Additional Notes

  • Free shipping does not apply to discontinued or discounted items.
  • BBWCT will issue a separate shopping cart invoice for shipping charges if this applies.
  • BBWCT ships Canada-wide, as well as to the USA and worldwide (shipping rates apply).
  • Free shipping is not applicable to international destinations.
  • BBWCT can only ship to the billing address of the credit card holder.
  • By selecting “Free Shipping” on ineligible items (boats, planes, cars, etc.), you cannot cancel your order, as these items are marked final sale under our policy.

Final Reminder

Free shipping is a promotional service designed for small, lightweight parts orders within Canada.
Please ensure your cart qualifies before selecting this option. Incorrect selections may delay shipping until additional charges are paid.

For assistance or clarification, contact our Shipping Manager directly at 647-321-1965 (text line available 7 days a week, 11 AM – 4 PM).

 

Horizon Hobby Rollback Pricing

TERMS & CONDITIONS BELOW

Horizon Hobby officially launched its rollback pricing program effective February 20, 2026.

As part of this initiative, Horizon Hobby is reducing pricing on over 7,000 part numbers. This is a multi-stage rollout program, with pricing adjustments occurring in phases over approximately 30 days from the launch date.

Important Notes

  • All rollback pricing referenced applies strictly to Canadian pricing (CAD).

  • These price reductions reflect Canadian MAP policy pricing as issued to authorized Canadian dealers.

  • Pricing and rollback promotions advertised on the U.S. website (horizonhobby.com) apply to U.S. customers only.

  • We cannot price match or apply rollback pricing based on U.S. pricing due to tariffs, duties, customs, exchange rates, and Canadian MAP regulations.

  • U.S. pricing is not affiliated with Canadian distributor pricing or Canadian rollback programs.

During the 30-day rollout period, prices will be updated on our website as official rollback pricing is issued to us by Horizon Hobby Canada.

Eligibility & Credit Requests

  • Rollback pricing and/or price adjustments cannot be backdated prior to February 20, 2026.

  • Big Boys With Cool Toys issues credits only from this date forward.

  • No retroactive credits will be honored for purchases made before February 20, 2026.

If a Horizon Hobby product price decreases within seven (7) days of your original purchase date, you may request a credit for the price difference on the exact impacted part number, provided the item qualifies under our rollback policy.

Discounted Orders

If you have received any discount, promotional pricing, coupon code, VIP offer, bundle pricing, or sale pricing on your order, that transaction is considered a final sale.

Rollback pricing:

  • Does not apply to discounted orders.

  • Cannot be combined with any prior discount.

  • Cannot be added retroactively to an order that has already received a price reduction.

Once a discount has been applied at checkout, the transaction is finalized and is not eligible for additional rollback pricing credits.

All pricing adjustments will reflect the official rollback prices issued to us and updated on our website.

How to Request a Rollback Credit

Please contact our Text Line and ask for the Accounting Department:

📱 647-321-1965
🕒 Monday to Friday | 11:00 AM – 4:00 PM EST

When contacting us, please include:

  • Your Order Number

  • The exact Part Number you are requesting a rollback credit for

Once your order has been fully fulfilled and eligibility is confirmed, the Accounting Department will issue the approved credit back to the original method of payment used at checkout.

 

PROMOTIONAL SALES / REBATES / COUPONS 

Promotions and coupons cannot be backdated. Loyalty points or percentage coupons cannot be combined with sale programs such as Black Friday. If both are applied, BBWCT reserves the right to refund the order in full or the customer pays back one of the discounts used. 

 

WRONG ADDRESSES ENTERED ONLINE 

If the customer enters an incorrect address, any reshipping costs will be charged to the customer.

 

 GIFT CARDS

  Gift cards cannot be exchanged for cash. Refunds for purchases made with gift cards will be reissued to the same card. Gift cards cannot be replaced if lost.

 

 DISCONTINUED / CLEARANCE / STOCK REDUCTION ITEMS

  All discontinued or clearance items are FINAL SALE and cannot be returned.

 

 CUSTOMER SUPPORT 

 For any questions or concerns, text 647-321-1965. Our team is available 7 days a week, 11 AM – 4 PM EST. Please note: Any texts sent outside of operating hours will be automatically deleted and cannot be retrieved. Big Boys With Cool Toys reserves the right to modify or update store policies at any time without prior notice.

 

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