QUESTIONS BEFORE I ORDER
- PayPal and PayPal Credit
- Credit cards: Visa, MasterCard, Discover, American Express, JCB, and Diners Club.
- Debit cards
- Apple Pay
- Google Pay
- Klarna (buy now, pay later)
- Personal checks (U.S. customers only). You may download a mail order form to send with a check.
Please, please do not send payment information via email, as this is not secure. Contact us and we will call you to take your credit card information over the phone.
We want you to enjoy your items and we will do our best to provide you with honest and helpful service. However please keep in mind that we are a small business running out of our home, and we are unable to operate using the same return policies like large retailers. To process a refund or an exchange:
ALL RETURNS MUST BE PRE-AUTHORIZED. Contact Us for pre-authorization Please do not send items without first contacting us.
- The order must be returned in unopened packaging (the silver envelopes must be intact and not torn) and in resalable condition. If the silver envelopes have been opened, a restocking fee will apply to each item that must be re-packaged. We reserve the right to adjust the refund amount based upon the condition of the item(s) returned.
- Batteries taken out of their packaging cannot be refunded.
- Include a copy of the packing slip with your returned items.
- Items may be returned for a refund or exchange (less shipping) within 30 days.
Cancellation of an order is allowed until the package has been marked "shipped" in our database. The customer is notified via email when the package has been marked shipped and a tracking number is provided.
Due to the uncertainties of sending packages through the mail, very affordable package insurance is added to every order during the checkout process. Customers may choose to opt out of the insurance by removing the item marked, “1-Click Protect by Route” from the shopping cart or from the shipping address section on the checkout page. Insurance claims may be made directly through the insurer, Route by visiting their website, claims.route.com.
Sorry, but True2Scale is not responsible for damaged, lost or stolen items.
QUESTIONS ABOUT SHIPPING
Shipping costs are based on: 1) the weight of the items that are ordered and 2) the destination they are being shipped to. We ship using USPS, the most cost effective method. To check the cost of shipping the items you'd like to purchase, please place the items in your cart and provide a shipping address.
Our items are shipped using United States Postal Service (USPS) for both domestic and International destinations. Sorry, we do not ship UPS or Fed Ex.
We know that you want to get your goodies fast. No worries... Carol likes to ship orders quickly. Please allow up to 2 working days after we receive payment for an order to be processed. If you're really in a hurry, Priority Mail and Priority Mail Express options are available. Orders are shipped from our home in Northern California. Please allow more time for International shipping (time varies by destination). Occasionally, shipping may be delayed due to inclement weather, we're on the road to miniature shows, etc. In such circumstances, a notification will appear in a red bar located at the top of every page of this website. If expedited shipping and/or insurance is desired, please contact us via the contact form. An updated PayPal invoice will be emailed to you.
Yes. After the package ships, a USPS tracking number will be emailed to you with a link to check the shipping progress.
If the tracking information for a package has been marked delivered, and the package has not been received, a "case"may be opened by calling USPS. The USPS service number: 1-800-ASK-USPS. USPS will contact the delivery unit responsible for further information. USPS should provide a callback regarding the issue within 2 business days.
Follow up with the insurance. Check the receipt that was emailed to you. Insurance was automatically added to your order - unless you chose to opt out at the time of purchasing the order. The insurance is offered through a third party which may be contacted directly by visiting claims.route.com.
If you live outside of the U.S., it is possible that your package is being held for customs. We recommend reaching out to your local customs agency for details on cost, and what additional information is needed to get your parcel released.
QUESTIONS ABOUT INTERNATIONAL (NON-U.S.) ORDERS
Yes. If the parcel will be shipped to the U.K. or an E.U. member country, please contact Carol before placing an order. She will set up a custom listing for you in the True2Scale Etsy shop.
International customers are responsible for any taxes or duties that may be imposed by their country.
Orders are shipped from our home in Northern California. Please allow more time for International shipping (time varies by destination). Occasionally, shipping may be delayed due to inclement weather, we're on the road to miniature shows, etc. In such circumstances, a notification will appear in a red bar located at the top of every page of this website.
Unable to find satisfactory answers? Contact Carol