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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

• The system has shown my order as "preparing to ship" or "shipping soon" for days now. What's the delay?
• 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?
  
• I want to change my payment method from money order/cashier's check to credit card (or vice-versa).
  
• 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/money order/cashier's check, 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)?
• Why can't I use PayPal to pay for my order? My MasterCard is valid and my PayPal account is verified!

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?