We always strive to provide the best service possible. The following policies are designed to ensure that you receive the level of service you expect and that we commit to provide. By reviewing these policies it is agreed you to have accepted them. If you have any concerns or need clarification, please contact us and we will promptly answer any questions that you may have.
We accept online orders 24 hours a day and 7 days a week. Our normal business hours are Monday through Friday from 8:00am to 5:00pm. We are closed weekends so any email received after 5pm on Friday will be responded to as quickly as possible the next business day. We are also closed on all U.S. federal holidays.
Payment and Order Processing
We accept most credit cards and PayPal as payment of your order.
Please note that we do not capture funds until an item(s) is shipped unless specifically requested.
When you place an order with a credit card or PayPal it is pre-authorized for the amount of your purchase. This pending transaction will expire and drop off your credit card in a few days if your order has not shipped. We strongly advise against using debit cards as using one will lock the amount of your order from your account during the card company's pending authorization period.
We suggest not using PayPal if placing an order that includes pre-order items. As with a credit card we do not capture the PayPal funds until the order ships. With PayPal, we have no way of charging your order once the PayPal authorization has expired which is usually 30 days. This then requires us to contact you to request payment via a credit card or if requested we can send a PayPal invoice once your order is ready to ship. Again, we recommend using a credit card for pre-order items.
Please note that there may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. For your convenience, you will not be charged until your payment method is authorized, the order information is verified for accuracy and your order is shipped. Some situations that may result in your order being canceled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud systems. We may also require additional verifications or information before accepting any order. In this case, we will contact you if all or any portion of your order is canceled or if additional information is required to accept your order. If your order is canceled after your credit card has been charged, we will issue a credit to your credit card in the amount of the charge.
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.
Items that are pre-ordered will be shipped upon receipt of stock.
As various releases are produced each month, multiple orders from the same customer may be received prior to an order being shipped. We attempt to combine orders for you when possible automatically which will result in a savings on shipping.. When an order is placed, shipping charges are calculated for that particular order. When we combine your orders we will automatically adjust the shipping charge when packing is complete. If your order was placed using PayPal we will refund these savings via Paypal. If your order was placed using a credit card, you will be charged the final shipping charge of the combined orders.
Orders usually ship within 24 hours provided that all items are in stock. Occasionally we receive requests to hold orders as the customer may be traveling or for other individual requirements. We will hold orders if requested 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 being placed unless you authorize payment in full for the order to be held. Should you wish us to hold your order for more than 4 weeks please notify us at [email protected] stating the order number(s) and your authorization to process payment prior to the order being shipped.
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 as in stock may not be available. This can be caused either by an incorrect quantity within our system or upon inspection the item 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.
We commit to providing the best possible price to you, our valued customer. To facilitate this we have implemented a price match guarantee. Should you find the same product advertised on the Internet for less simply notify us at [email protected] prior to your order being shipped and we will match the price. Liquidation sales are not included in this policy nor are unauthorized retailers that are not listed on the manufacturer’s website.
Free ground shipping is offered on orders of $150.00 or more. The qualifying product total must be $150.00 after any applicable discounts to qualify. Please note that price matched upons may negate the free ground shipping if the price match drops the product total below $150.00.
We want you to be completely satisfied with your collectable purchase. Jetcollector.com takes considerable measures to ensure the secure and safe delivery of your valuable collectables. Each item you order is inspected for visible damage prior to shipping and then secured using approved packing materials. We cannot, however, guarantee a completely defect-free model. Our 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 detached in transit or any minor printing flaws, scuff marks, minor scratches or discoloration. Each of these is considered an inconspicuous manufacturing defect and cannot be avoided with mass-produced products. The most common issue that occurs is the detachment of landing gear and wings during transit. These can simply be glued back into place using white glue which dries transparently. At your request, we will replace or repair models with detached wings or landing gear by emailing us at [email protected] In this circumstance, the customer will be responsible for shipping charges to return the model for repair or replacement. Return shipping of the repaired model will be at no additional cost if combining with another order, otherwise, shipping will be charged to you at our cost to return the repaired or replacement item to you
Limited Time Promotion Terms
Limited time promotions discounts will only apply to "NEW" orders placed after the announcement of the promotion. Previously placed orders and pre-orders are not subject to the promotion. Terms of promotion can be changed without any notice. Coupon Codes cannot be redistributed or used in combination with any other offer. Promotions will not apply to any previously ordered items.
Returns, Exchanges, Claims and Refunds
We guarantee all items that we sell to be free of manufacturing defects (other than inconspicuous manufacturing defects) for 15 days after receipt. Should you receive a defective item please contact us via email at [email protected] 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 any non-defective item, please notify us within 15 days of receipt by email at [email protected] Please include the order number, item to be returned and the reason for the return. Upon approval the item may be returned to us at the customer’s expense. A full refund less shipping charges will be made as soon as received. Any item that is returned after the 15 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 [email protected] 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 the shipping carrier immediately and file a claim. Also notify us at [email protected] and alert us to the issue. If replacement stock is available, we will secure stock for an exchange. Under no conditions will JetCollector.com exchange or refund any damaged item caused by the carrier 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
Duties – International Orders
All die-cast metal or molded plastic models that we sell are made in China. We encourage 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 customs tax which may be imposed by a government upon its residents shall remain the responsibility of the individual customer.