Terms, Conditions, General Information, and FAQ's

Terms and Conditions

All sales are final after the 30 day mark. You may return orders before 30 days, please make sure to email [email protected] to alert us of a return.

Returns are subject to a 15% restocking fee.

All items must be returned in good resellable condition.

By “good resellable condition” we mean that the item(s) returned to us are in the condition that it was received. For model kits this means sealed plastic parts areas or parts bags are unopened and in the original box, with all parts, accessories and paperwork included. For fittings, this means that all of the parts included in the packaging are still there.
Any item or kit that is sealed with a sticker that states it is non returnable once opened is a final sale and cannot be returned if the seal is broken.

If an item arrives damaged, please contact us immediately. If the item is either damaged, defective, or arrives incorrectly, please send an email to [email protected] You have 7 business days after delivery, to notify us that there was damage during shipment, please also provide us with photos to show what happened as we will need to include them when we contact the shipping service.
If we have incorrectly shipped an item, we will do everything we can to make it right, please contact us via email to let us know what went wrong.

When returning items to us, please pack the item securely in a box or bubble envelope for fittings. You may use either the original package that the item arrived in or another box. Do not use the model’s box for return shipping as it will damage the model and we will not issue a refund. If you use the original packaging, please make sure that any barcodes and the original label are either covered or removed before returning the order as it can confuse the shipping courier’s systems.

Refunds on returns are issued after the product has been received and our warehouse staff has looked the item(s) over. Refunds are to the original form of payment. Please allow 48-72 hours for a refund to be processed once the item has been received and processed. Refunds may take longer during peak times of the year.

The ‘Shipping Option’ the customer chooses is a request. WoodenModelShipKit will do it’s best to follow the method chosen, but will change it if necessary. Please contact us if you need your item by a specific time or you have questions regarding this.
All orders over a certain amount are subject to restricted delivery, meaning that only the person on the shipping label will be able to sign for the package.

FAQ’s

What credit cards do you accept?
We accept PayPal and all major credit cards. At this time we do not accept check, money orders or COD.

Why do we need a shipping address?
It is important to give as detailed and complete an address as possible to assure that your package will arrive as anticipated. USPS and Fedex are our current courrers for our shipping. We are sorry, but Fedex is unable to deliver to a Post Office Box. If you choose FedEx with a delivery to a PO Box we will not be able to fill your order.

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. There may be times when your entire order is not shipped together. This may happen if one or more items is back ordered, or items may not all fit in one package. Please check the packing slip on the front of the box to determine the contents of the package.

Will I be notified if something is out of stock?

Yes, if an item in your order is out of stock, we will let you know as well as an estimated timeline for the item to become available again.

What is your return policy?
Please see our return policy page for more information.

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 – [email protected] 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.

We cannot add items 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.

However, we assume no responsibility for any damages or inconveniences caused because of incorrect information, lack of product availability, or pricing. With over 2,000 individual items, we occasionally may have an item out of stock or on backorder.

In the event we do not have the item you requested, we will attempt to contact you within 24 business hours of your order placement.

Where are you located?
We have an office in Arizona. All orders are shipped out of our warehouse in California.

Do you ship internationally?
We ship to Canada and Australia currently.

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. Phones are answered Monday through Friday from 8:30am to 3:30pm. 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 protected] You can also give us a call during operating hours at 855-449-1467.

Please note that it can take us up to 48 business hours to respond to voicemails and 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 USPS and 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?
At this time we cannot accommodate this kind of request.

Where do you ship from? How long before I get tracking, and how long will my order take to arrive?
We currently ship from the San Francisco Bay Area. 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.

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?
Yes

I see a box that says “Coupon Code.” How do I get a coupon code?
We do not currently offer coupon 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.

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. We place orders several times a year but the consistency varies depending on interest.

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.

I still have questions!
Please send us an email and we will do our best to answer.