Last Modified: Sep 21 09

On these pages, we've prepared the answers to nearly every question or concern that our customers contact us about. Please take the time to check here before you send us e-mail. Thanks!

PLACING ORDERS / E-MAIL PROBLEMS

• I placed an order or sent you a message, but have not heard anything from you (or I only received the first "echo" confirmation).
  
• My browser is having trouble with the shopping cart system or other parts of your web site are not working properly.
  

MODIFYING & CANCELING ORDERS

• I've already placed an order, but would like to add some additional items to it.
  
• I want to cancel all or part of my order.
  
• I want to cancel all or part of my order, but my order is "shipping soon" and your system won't let me.
  
• I have more than one order outstanding and want you to combine them.
  

UPDATING PERSONAL INFORMATION

• I want to change or correct my shipping address.
  
• I want to change my e-mail address.
  
• I want to submit or change my credit card information.

SHIPPING COSTS & TIMES, IMPORT ISSUES

• I want to place an order, but would like to know how much shipping is going to cost first.
  
• How long will it take for my order to reach me?
  
• I need my order by a specific date because it's a gift or I'm building it for an event. Can you guarantee delivery in time?
  
• I'm worried about import duties and taxes I may have to pay. Can you mark my package as a gift, or lower the declared value so I don't have to pay as much?
  

SHIPPING & DELIVERY PROBLEMS

• You said my order had been shipped, but it has not arrived yet.
  
• I've waited the amount of time you recommend, but my order has still not arrived.
  
• My order arrived, but it was damaged in shipping.
  
• My order arrived, but some of the merchandise is wrong.
  
• My order arrived, but some of the items are missing.
  
• You have shipped part of my order but I have not requested shipping!
  
• I'm very patient. Please hold my entire order until everything is available, no matter how long it takes.
  

THE ACCOUNT MAINTENANCE SYSTEM

• Just what do the status codes ("very low," "backorder," etc.) on the online system mean?
• I had an item that was "in stock" on your system, but now its status has changed. Aren't you holding it for me?
• I just used the system to make a change to my order, but when I check the system again, nothing has changed.

PAYING FOR AN ORDER

• I want to update my credit card information.
  
• My order is on "credit hold" because of a card problem.
  
• I don't have a credit card. How can I pay for my order?
  
• You said my order had been shipped, but I don't see any charges (or credits if there was a problem) from you on my credit card account.
  
• You haven't shipped my order, but you've already charged my credit card!
  
• I'm worried about security and don't want to send my credit card information over the Internet.
  
• I want to pay by PayPal, but you haven't told me how much to pay.
  
• When will I have to pay for my order (i.e. when will my credit card be charged)?

PRODUCTS & AVAILABILITY

• I saw an item on your website yesterday, but today it's gone!
  
• I have been waiting a long time, but my items are always on backorder. When will you be able to ship to me?
  
• I want to know if you have stock on certain items before I place my order.
  
• I'm interested in getting something that's not shown on your web site. Can I special order it?
• Can I order parts for a model kit? How do I do that?