JetCollector.com Business Policy Document
We accept online and fax orders 24 hours a day and seven days a week. Our normal business hours are Monday through Friday from 8:00am to 5:00pm. Due to the fact that we are closed on weekends, any emails received after 5pm on Friday will be responded to as quickly as possible the next business day. We are also closed on all US federal holidays.
We strive to provide the best customer service possible. The following policies will ensure you receive the level of service you expect and that we commit to provide. By reviewing these polices you agree to accept them. Should you have any questions please contact us and we will promptly answer.
Privacy Statement
Your privacy is important to us. We want you to know that when you use JetCollector.com's Web site, your personal information will be respected and protected. JetCollector.com makes every possible attempt to safeguard customer privacy. Except where required by regulation, court order, official authority, or applicable law, JetCollector.com will not make available individual customer information or data to any third party. Each customer understands, agrees to and acknowledges that individual customer information or data collected will only be used by JetCollector.com for internal purposes, including but not limited to, improving JetCollector.com services or extending special offers to each customer.
E-mail
We use e-mail as a method to deliver information relevant to our customers, such as order confirmation, shipping confirmation, and occasional newsletters which you can opt out of at any time. As with information collected in conjunction with registration or purchases on JetCollector.com e-mail addresses will not be shared with third parties.
Internet Security
When you place an order with JetCollector.com via our secure online shopping cart system we use a certified secure server to protect your personal information. Secure Socket Layer (SSL) software encrypts personal information you input before it is sent to us.
Payment and Order Processing
We are pleased to accept most major credit cards, PayPal, or personal /company checks. Payment method is selected and confirmed at the time the order is placed. Once an order is placed, the method of payment cannot be changed. If using PayPal, payment is made and confirmed at the time the order is placed. If using a credit card, your card will be preauthorized for the amount of the order at the time the order is placed but not charged. The charge will be made the day your order ships to you.
Mail order/Fax Orders
If you intend to order via mail or fax, please contact us prior to sending your order so we can reserve stock for you. It is possible that an item will sell out prior to receipt of your order information if we do not receive prior notice.
Customer Satisfaction
Complete customer satisfaction is guaranteed. Jetcollector.com takes considerable measures to ensure the secure and safe delivery of your valuable collectibles. Each item you order is inspected for visible damage prior to shipping. Items are wrapped in bubble wrap and secured using approved packing materials.
We cannot, however, guarantee a completely defect-free model. JetCollector.com staff can neither inspect, nor guarantee each product for the inconspicuous defects or hard to find flaws such as: misalignment of metal parts, parts that become un-glued in transit or any printing flaws, scuff marks, or discoloration. Each of these is considered inconspicuous manufacturing defects and cannot be avoided with mass produced articles. The most common issue that occurs is the detachment of landing gear during transit. These can simply be glued back into place using white glue which dries transparently. At the customer’s request we will replace or repair models with detached gear by notifying us in advance. Customer will be responsible for shipping charges to return the model for repair or replacement in this case.
Price Guarantee
JetCollector.com is committed to providing the best possible price and service to you, its valued customer. To facilitate this we have implemented a price match guarantee. Should you find the same products advertised on the Internet for less simply notify us at info@jetcollector.com prior to shipment of your order and we will match the price. Liquidation sales are not included in this policy nor are unauthorized retailers (not listed on the manufacturer’s website) or EBay sellers.
Sales Tax
We are required by the California State Board of Equalization to collect sales tax on all orders which are initiated and delivered within the state of California.
Combining Orders
As various releases are produced each month, multiple orders from the same customer may be received. We attempt to combine orders for you when possible which will result in a reduction in the cost of shipping. When an order is placed shipping is added to each order as it is received through the check-out process. When we combine orders, we automatically reduce the shipping charge for you when processing your order. If your order was placed using PayPal we will refund these costs to your PayPal account. If your order was placed using a credit card, the effected shipping charges on each individual order will not be processed.
Holding orders
Orders usually ship within one to two business days provided that all items are in stock. Occasionally we receive requests to hold orders as the customer may be traveling or for other various circumstances. We are happy to do this for a period of up to four weeks from the date the order is placed: provided that the request is made at the time the order is made. Under no circumstances can an order be held for more than four weeks from the date of the order unless you authorize payment of the order to be held in full. Should you wish us to hold your order for more than 4 weeks, please notify us as soon as possible at info@jetcollector.com with the request stating the order number(s) and your authorization to process payment prior to actual shipping.
Out of Stock (Backordered) Items
Items listed on our site are either in stock or expected to arrive shortly. Items that are not currently in stock will be listed in the pre-order section. On rare occasions, an item listed “in stock” may not be available. This can be caused either by an incorrect quantity within our system or the item upon inspection was found damaged and not saleable. Should this circumstance occur, we will attempt to locate the item for you from an alternative source. This may result in the remainder of your order being shipped with the missing item showing as a backorder on your receipt. If we locate the item we will ship it to you as soon as received with no shipping charge. Should the item not be available we will notify you via email. If you paid for this item via PayPal, we will immediately credit your PayPal account. If the item was ordered via credit card the charge will not be processed.
Pre-orders
Items that are pre-ordered will be shipped upon receipt.
Returns, Exchanges, Claims and Refunds
We guarantee all items that we sell to be free of manufacturing defects for fifteen days after receipt. Should you wish to return a defective item please contact us via email within fifteen days of receipt of your order. We will approve the return and forward a return label to you. Returned items must be in their original packaging and in the same condition as received.
Should you wish to return an item after fifteen days send us an email with your request and the reason for the return. Upon approval the item may be returned to us at the customer’s expense. Any item that is returned after the fifteen day guarantee period is subject to a 20% restocking fee.
International orders, which are sometimes opened for inspection by third parties, are more susceptible to damage. We highly recommend requesting insurance on these types of orders. Orders that are received damaged without insurance are not the responsibility of JetCollector.com. We will do our best to help replace these items when possible at the customer’s expense.
All refunds will be provided in the manner in which payment was received.
All purchases are 100% refundable (excluding shipping and handling costs) provided all requirements have been met and procedures as stated herein are followed. All Customers requiring refunds must obtain a return merchandise authorization (RMA) by contacting us at info@jetcollector.com. Domestic US customers requiring an exchange will be provided a UPS Return Label. JetCollector.com will provide you with free return shipping.
Should you find damage to any item(s) please contact us at info@jetcollector.com to notify us of the problem. If replacement stock is available, JetCollector.com will secure stock for an exchange. The recipient should then contact the shipping carrier used (USPS/UPS) as the recipient must notify the carrier as soon as possible of any damage. Under no conditions will JetCollector.com exchange or refund any damaged item until a claim has been filed with the shipping carrier. We are happy to assist with this process if needed. Items that arrive damaged and were shipped without Insurance are non refundable.
Domestic Shipments
Domestic shipments are considered only within the Continental United States. Shipments to Alaska, Hawaii, Puerto Rico and the US Virgin Islands (are not considered Domestic shipments).
Within the Continental United States we use United Parcel Service (UPS) and the United States Postal Service (USPS). By default US orders are shipped UPS ground for the flat rate of $7.50. If your order is being sent to a PO Box, Priority Mail Service is available for the same $7.50 cost. You can request other options at the time you check-out such as UPS 3 Day Select, 2nd Day or Next Day Air. The prices shown for these premium services are estimates based on an order of three models. We will notify you if the shipping amount exceeds the estimate prior to shipping your order. We will not ship the order until you approve the additional fee or select an alternate shipping method.
Hawaii, Alaska, Puerto Rico and the US Virgin Islands (United States)
UPS Ground is not available for the above destinations. All orders to Hawaii, Alaska, Puerto Rico and the US Virgin Islands will be shipped using Priority Mail or UPS Air at the customer’s request.
International Shipments
Canada
We utilize USPS Global Priority Mail or USPS Express Mail for shipments to Canada. The costs listed for USPS to Canada at check-out are estimates. In most cases these fees will cover the cost of your shipment. If your order is greater than $75.00 in value we will split any additional shipping costs 50/50 for the amount over $16.95 for Global Priority Mail and $24.95 for Global Express Mail.
Countries other than Canada
We utilize USPS Global Priority Mail or USPS Express Mail for international shipments. The costs listed for USPS at check-out are estimates. In most cases these fees will cover the cost of your shipment. If your order is greater than $100.00 in value we will split any additional shipping costs 50/50 for the amount over $18.95 for Global Priority Mail and $24.95 for Global Express Mail.
JetCollector.com’s preferred international carrier is the United States Postal Service and Global Express Mail. Global EMS Services is not available to all countries due to restraints imposed by individual country’s customs. The timely delivery of a shipment is not guaranteed for any international delivery when using Global EMS Services or Global Priority Mail. If your package is not delivered on time, or is lost or stolen, the postage and handling charges incurred are non-refundable. The customer is responsible for payment of any import duties or taxes imposed by the destination country.
JetCollector.com recommends you consider posting to your business address, a friend’s address, or family’s address for shipping if you anticipate being away from home during the time your shipment will arrive.
Insurance
Shipments sent via United Parcel Service and USPS Express Mail are insured for up to $100.00 at no additional charge to you. If you prefer your purchase to be insured for the full amount of the order please specify this in the “special order” instructions box at checkout. You will be charged $1.50 for each additional $50.00 of insurance over $100.00. On rare occasions international orders may go missing or become damaged so we recommend procuring additional insurance. Orders that are lost can be replaced at the customer’s expense for amounts over $100.00 provided the customer has filed a claim with the appropriate carrier. If you order is lost we will assist you with your claim if requested and do our best to replace the missing items for you.
Customs/Import Taxes
All die cast metal or molded plastic models sold by JetCollector.com are made in China. JetCollector.com encourages you to inquire with your country's Customs Authorities prior to completing your online order for any duties/taxes that may be imposed upon delivery. Some countries impose severe import duties or taxes on any imports manufactured in China. Note that any duty, import or custom tax which may be imposed by a government upon its residents shall remain the responsibility of the individual customer.
Customer Appreciation Program General Terms & Conditions
We realize that you have many choices available to you today for your die cast collecting needs. We truly appreciate that you have put your trust in us. Our goals revolve around competitive pricing and great customer service: we are constantly looking for ways to make your experience with JetCollector.com the best purchase experience possible. We value every customer we have and we are proud to be able to offer our Customer Appreciation Program (CAP), which allows you to accumulate points for discounts which can be applied to future orders at the time of your choosing. This is a small token to say thanks for your continued loyalty.
In order to take advantage of this program you will need to set up an account in our online store. This will allow you to accumulate points on every purchase you make. Once you have set up your account points will start accumulating with your next purchase and will be available to you at any time.
How CAP works
For each order made you will earn points (excluding applicable taxes and shipping)
Points can be redeemed for discounts online at anytime you choose and on any order.
All purchases placed online accumulate points provided you have set up an account. This includes models on special, rare, and price-matched models. Please note that points earned on price matched items will accumulate points at the matched price and not the listed price. We will modify the points earned manually when processing your order in this case.
Your current totals will be available on your account page to review once you log into the store.
Eligibility:
All JetCollector.com customers are eligible to participate in the "Customer Appreciation Program"
Requirements:
Each customer must have an active account within our store. This allows for the accumulation and use of points earned.
Your account must be active within a one year period. Any account that is inactive for one year will be automatically cancelled and the customer will forfeit any unused accumulated points
Only one (1) account (per customer), which must be active and in good standing
Point accumulation entitles a member to redeem on merchandise only from JetCollector.com inventory
Awards cannot be redeemed from any other JetCollector.com affiliate companies.
Points have no cash value and cannot be redeemed for money, shipping/handling costs, or taxes
Award points may not be traded or sold.
Point Accumulation:
All qualifying accounts will accumulate points when placing an order online
Points will not accumulate for fax/mail orders or orders placed by a customer without an online account
Point Redemption:
Awards may be redeemed immediately as long as the necessary points for redemption of an item are available in the customer's account, the account is in good standing, and the merchandise is in stock and available for award. Awards can only be redeemed online.
JetCollector.com
1116 Megan Road
Livermore, CA 94550
Email info@jetcollector.com
Efax (810) 958-4756
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