Kitkong's Model Mansion
12019 W. Center Ave
Lakewood, CO 80228

Phone: 303-989-4109

Hours: Mon-Sat 10am-5pm

Email

Frequently Asked Questions (FAQs)

  1. How do I cancel an order?
  2. How do I exchange or return an order?
  3. Can I order item that is not on the web site, or in the printed catalog?
  4. Can you find a kit for me?
  5. I've added items to my shopping cart, but when I view the cart, or try to check-out, the program says I haven't ordered anything.
  6. Are the models you feature sold as kits, or are they pre-assembled and painted?
  7. How long will it be before I receive my order?
  8. Does the Model Mansion buy private collections?
  9. How are orders shipped?
  10. Do you offer insurance?
  11. Do you ship internationally?
  12. Do you offer discounts for large orders?

Answers

1. How do I cancel an order?

If you need to cancel your order BEFORE it has been shipped, please contact us via email.

Once an order has already been shipped it cannot be cancelled. However, it can be exchanged or refunded. Please contact us via email to explain your request. See our return policy for getting a refund.

2. How do I exchange or return an order?

Please contact us via email to explain your request. When we receive the item and if we feel it is in good condition but the customer wants an exchange made for an equal or lesser valued item, there will be a 10% restocking fee. However, the restocking fee will be waived if the customer requests an exchange for a higher valued item and the pays the difference. If you have any questions please contact us so we may discuss your request.

If you wish to return an item please contact us via email explaning the reason for the return. All items must be returned in the condition it was received.

3. Can I order item that is not on the web site, or in the printed catalog?

If you are looking for a particular kit that is not listed on our site, or catalog, we are happy to help. Contact us with a description of the item (kit name, manufacturer, scale, picture) and we shall do our best to locate it for you. Due to the volume and variety of kits on the market, we cannot give estimates on price, or time for locating, however, once the item is located, we will contact you with the condition and price of the kit.

5. I've added items to my shopping cart, but when I view the cart, or try to check-out, the program says I haven't ordered anything.

More than likely, you have cookies disabled in your browser. The shopping cart assigns a random number to your order to keep track of items in your "cart" as you move around the site. It never contains any other information (it is the most "unobtrusive" cookie around), and is deleted once your order is complete or your cart is cleared.

We'd suggest checking this first. We receive countless orders via the shopping cart every day. If you have additional questions, feel free to contact us by phone or email.

6. Are the models you feature sold as kits, or are they pre-assembled and painted?

Unless noted otherwise on the product pages, a Kit Price refers to an unfinished model. As of yet, The Model Mansion does not offer building and painting services, however, if you are interested in a particular built-up used in our product page, contact us for a quote. Special shipping and handling charges will apply.

7. How long will it be before I receive my order?

Our goal is to process your order as quickly as possible. However, you should allow 4-6 weeks.

9. How are orders shipped?

We offer a variety of shipping methods as provided by The United States Postal Service, UPS, and Federal Express. These choices are located within the checkout procedure. To ensure accuracy, please make sure that you enter your zip code correctly. If you wish/need other arrangements, please contact us so that we may adjust shipping charges accordingly.

10. Do you offer shipping insurance?

Shipping Insurance on purchased item is available upon request. Additional charges may apply.

Shipping items internationally is very often risky and unpredictable. Once a package leaves the USA, it is impossible to predict or ensure, it's safe arrival. Therefore, International Shipping Insurance is only available to countries that provide Shipping Insurance. If your country does not provide Internatioanl Shipping Insurance, please contact us via email and we will be glad to quote you fees for Global Express International Mail.

11. Do you ship internationally?

The Model Mansion welcomes all International inquiries and customers. We offer a variety of shipping methods as provided by The United States Postal Service, UPS, and Federal Express. These choices are located within the checkout procedure. To ensure accuracy, please make sure that you enter your Country's or Region's zip code carefully. If you wish/need other arrangements, please contact us so that we may adjust shipping charges accordingly.

12. Do you offer discounts for large orders?

We do not offer a percentage discount, however we do offer free shipping for all orders over $500.