Shipping Policy – scalemodelstores.com

At scalemodelstores.com, we understand that receiving your modelling kits, tools, and accessories in perfect condition and within a reasonable timeframe is essential to your hobby experience. Whether you are eagerly awaiting the arrival of a highly anticipated new release or a specific paint colour you need to finish a project, we are committed to making the shipping process as reliable, transparent, and efficient as possible. This Shipping Policy outlines everything you need to know about how we handle, pack, and dispatch your orders.

Our Commitment to Careful Packaging

Scale modelling is a hobby that demands precision, and we apply that same standard to our packaging process. We know that a damaged box or broken parts can be a significant disappointment, especially after you have invested time and money into a particular kit. To prevent this, we use robust, high-quality packaging materials designed to withstand the rigours of transit.

Each order is carefully hand-packed by our team. For fragile items, such as large plastic kits or resin accessories, we use additional protective layers, including bubble wrap and sturdy cardboard boxes, rather than envelopes. We ensure that items are snugly fitted within the package to prevent movement during shipping. Paints and liquid products are sealed securely and separated from other items to avoid leakage or damage. Our goal is to ensure that your parcel arrives at your doorstep in the same condition it leaves our warehouse.

Order Processing and Dispatch

We believe in acting swiftly. Once you have placed your order and it has been confirmed, our warehouse team begins processing it immediately. We strive to dispatch all orders as quickly as possible.

• Order Confirmation: You will receive an order confirmation email immediately after placing your order, detailing the items you have purchased.
• Processing Time: Our standard processing time is typically one to two business days. During peak periods, such as holidays or new product launches, this may extend slightly, but we always work to minimize any delays.
• Dispatch Notification: Once your order has been packed and handed over to the carrier, you will receive a dispatch confirmation email. This email will contain a tracking number (where available) so you can monitor the progress of your parcel.

Please note that orders containing hazardous materials (such as paints, thinners, and adhesives) may require additional handling time to comply with safety regulations. We appreciate your patience in these instances, as safety is our top priority.

Tracking Your Order

We provide tracking information for the vast majority of our shipments. After your order has been dispatched, you will receive a tracking link via email. This link allows you to see the real-time status of your delivery. We recommend checking this tracking information regularly to stay informed about estimated arrival times and any potential delivery exceptions. If you encounter any issues with tracking or your parcel appears delayed, we are always available to assist.

International Shipping

scalemodelstores.com is proud to serve the global scale modelling community. We offer international shipping to a wide array of destinations around the world. We work with reputable international carriers to ensure your package is delivered safely and efficiently, regardless of your location.

• Customs and Import Duties: When ordering from outside your country, please be aware that your parcel may be subject to customs clearance procedures. Import duties, taxes, and customs handling fees are the sole responsibility of the recipient. These charges are imposed by the destination country and are not included in the purchase price or shipping fee. We are required by law to declare the full value of the goods on the customs forms, and we cannot alter this documentation. We recommend checking with your local customs office for information on potential charges before placing an order.
• Delivery Times: International delivery times can vary significantly depending on the destination country, the chosen shipping method, and customs processing times. While we dispatch orders promptly, the time spent in customs is beyond our control.

Domestic Shipping

For orders within your country, we aim to provide the best possible service. We partner with reliable domestic couriers to deliver your parcels promptly and safely. The specific courier used may vary based on the size, weight, and contents of your order. We select the most appropriate service for each shipment to balance speed and care.

Address Accuracy

To ensure smooth delivery, it is vital that you provide us with the correct and complete shipping address at the time of checkout. We cannot be held responsible for orders that are delayed or lost due to an incorrect address provided by the customer. If you realize you have made a mistake with your address immediately after placing an order, please contact us as soon as possible. While we will do our best to update the address before dispatch, we cannot guarantee that changes can be made once the order is in the hands of the carrier.

Undeliverable or Refused Packages

If a package is returned to us as undeliverable due to an incorrect address, multiple failed delivery attempts, or refusal to accept the parcel, we will contact you to arrange reshipment. Please note that additional shipping charges will apply for resending a returned parcel. If you choose not to have the order reshipped, we will issue a refund for the product cost, minus the original outbound shipping costs and any return shipping fees incurred by us.

Lost or Damaged in Transit

While we take every possible measure to ensure your order arrives safely, rare instances of loss or damage during transit can occur. If your parcel arrives visibly damaged, we recommend taking photos of the damaged packaging and contents before opening it. If your order does not arrive within the expected timeframe, please reach out to our team. We will work with the carrier to investigate the issue and, if necessary, arrange a replacement or a refund according to our policy.

Holiday and Peak Season Delivery

During the busy holiday season or periods of significant sales, we may experience higher-than-usual order volumes. While we work tirelessly to maintain our regular processing and dispatch times, we appreciate your understanding that delays can occasionally occur during these peak periods. We always recommend placing your orders well in advance to account for these potential delays.

We are dedicated to providing a shipping experience that is as reliable and stress-free as possible. Our commitment to you is that your modelling supplies will be handled with the utmost care from the moment you click “Buy” until they arrive safely in your hands.

Thank you for trusting scalemodelstores.com with your modelling needs. We hope this policy provides you with the clarity and confidence you deserve.