Our Warranty and FAQ’s
- If you are not satisfied for any reason, you may return your purchase in original condition within 30 days for your money back or exchange.
- There will be a 20% restocking fee of original purchase price on all model kits. Shipping is NOT refundable.
- Authorization is needed for all returns and exchanges. Please email email@example.com for authorization.
- Any order that does not receive prior authorization may not be refunded and/or the process will take longer.
- All refunds take up to 72 business hours to process.
- If the shipment is damaged in any way, take pictures of the box prior to opening it and email the photos to us immediately. You have 7 days after delivery to email us.
- Please include a copy of your invoice or packing slip along with a copy of the emails so we can process the return. Any return shipped to us without these items may take longer to process.
- Any order returned to us without prior authorization or after the 30 days will not be refunded.
- We will not process any returns over the phone.
Original condition means that no internal packaging has been opened and everything including the kit box itself is undamaged. All of our shipments are shipped with insurance. If upon delivery you see damage, notify us by email immediately.
What credit cards do you accept?
We accept all major credit cards. At this time we do not accept check, money orders or COD or PayPal.
Is shipping refundable?
Shipping is non-refundable under any circumstances once the item has left our facility. If the order is canceled prior to shipment the whole of the order including shipping will be refunded.
I’ve ordered multiple items, will they ship together?
Normally yes. If there is an item out of stock it may ship at a different time.
Will I be notified if something is out of stock?
Yes, if an item in your order is out of stock, we will notify you via email.
What is your return policy?
Please see our warranty information above.
Can I change or cancel an order?
If you wish to cancel or change an order once it has been submitted, you must contact Customer Service via email – firstname.lastname@example.org within 24 hours of submission. We will make every effort to cancel the order when possible. We are not able to change or cancel orders that have already been shipped.
Items cannot be added into an order once it is placed. Please place a second order and notify us of both order numbers via email and let us know you’d like to combine the shipping. Any excess shipping charges will be refunded to the original payment method.
Are all of the items on your site available and is the information accurate?
We make every effort to assure that the information, inventory availability, and pricing we provide is complete, accurate, and up to date.
Where are you located?
We have an office in Florida. All orders are shipped out of our warehouse in California.
Do you ship internationally?
Can I visit your establishment?
While we appreciate the interest, at this time we are online only and do not have a physical retail location for you to visit.
What are your operating hours?
We normally ship out orders Monday through Saturday and have warehouse staff in the building from 8:30am to 3:30pm PST. Phones are answered Monday through Friday from 8:30am to 3:30pm PST.
Please note that we are closed for all major US holidays.
What is the best way to get in touch with you?
Email is always the best way to get in touch with us as we have staff that can answer email remotely. Our email address is email@example.com
Please note that it can take us up to 48 business hours to respond to emails during peak times of the year. We do our best to answer everyone as quickly and efficiently as possible.
What shipping services do you use?
Currently we use FedEx to ship out packages.
The shipping cost is too high, will you ship with stamps?
At this time we will not ship with any method that does not have tracking. This is for your protection as well as ours.
Can I have my package picked up by my own shipping services?
Not at this time
Where do you ship from? How long before I get tracking, and how long will my order take to arrive?
We currently ship from California. We try to get packages out every weekday, though things do get backed up during peak seasons. We do our very best to ship within 24 hours during the week. Shipping normally takes between 3-7 business days for the continental US and can take up to two months for some international locations.
What happens if my shipment is lost?
The risk of loss and title for such items pass to you upon our delivery to the carrier. We are not responsible for lost packages.
I placed my order over the weekend. Will it ship on Monday?
In most cases, yes.
Can you ship to a different address than the Billing Address?
I see a box that says “Coupon Code.” How do I get a coupon code?
At this time we do not offer codes
Do you take orders by email or phone?
While we can take orders over the phone, the safest and quickest method of placing an order is on our website. NEVER SEND CREDIT CARD INFORMATION OVER EMAIL! We cannot guarantee safety if you decide to email us any credit card information.
The item I’m interested in is marked “out of stock.” When will it be back in stock?
This depends greatly on the item. Most of our items are imported from Europe so therefore can take some time to come back into stock. Our distributors place orders several times a year but there is no set schedule to their ordering.
Do you carry (insert item here)?
If it’s not on the site, then at the moment we do not carry it. But please let us know what it is you’re looking for! We’ll see if it’s something we can get. When doing so please provide as much information as possible for ease of finding the products.
If you still have questions, feel free to email us.