Special Orders, Frequently asked questions.

Special Orders FAQ

Pre-orders, Custom orders, On Demand orders, are all similar to Special Orders.  It would be nearly impossible to have every possible variation of every single image available to ship immediately to you.  Allowing you to make the choices, you are able to get the kit you want, the way you want it and you don't have to settle.

• To see the current production cycle, orders that are in process or recently received, check out the Calendar.The calendar is reachable from any page in the store, scroll down to the bottom of the page, the link is there for Quick Links-- 
• The calendar is explained in the blog Here and also has a link you can use to access the calendar.

  Here are some of the answers to the most common questions about special orders.

How long does it take to get my order?

Your kit will be delivered in  3 weeks, or less, based on current averages for production scheduling and deliveries.  That clock begins when the order is sent to the factory for production, those production orders are sent at least every other week, depending on order volume, you can check the Production Calendar for the current production cycle , when the last order was sent to the factory and if the next one is scheduled.  Production orders are usually sent on Sunday, for orders received through midnight Saturday.  

I placed my order and have not received a tracking number.

A tracking number will be generated when the shipping label is created the day your order is being handed over to USPS, UPS or FedEx for delivery.  At 2-3 week mark after you placed your order, that notice will arrive by email, and will also appear in your store account.  Tracking numbers are assigned 100% of the time to orders that are shipped, you will get one when it ships.

Can I change or cancel my order?

That would depend on when you decided you wanted to change or cancel,  If the order has not been sent to the factory for production, you can request changes or a cancellation.  Changes that don't affect the overall cost of the order are simple, cancellations would result in the issuance of a store credit for the purchase amount and would not expire and be visible in your customer account,  If the order has been scheduled, I can't stop it, and you will be given an option to reorder something else, go ahead and accept it when it arrives, depending on the degree of customization, some kits can't be resold and it would all be determined on the situation that led to a cancellation,  We're human, we deal with stuff, stuff happens, I'll work with you.

I was going to order some putty at the same time as a kit order, can I get the putty right away or do I have to wait 3 weeks?

Any order can be split to ship in-stock items right away and the special order items when they arrive,  Leave a comment in the instructions box at checkout and you'll get a shipping confirmation within a day or two for the available items of your order.  By default, I will send the order when everything is ready, it saves on shipping costs for the store, and since most special orders are more than the $50 free shipping threshold, a second shipment would be free for you as well.  I don't mind the additional cost, it is a part of doing business and necessary to treat you as I would want to be treated.  I will not go out of business with 2 shipping charges to deliver your order.  You just need to ask for it,.

How are special orders handled if I'm outside of the US?

Your order will be sent directly to you from the factory.  I place the production order within a day or two of your order, and when I receive the tracking information, you'll receive it by email and it will also be available in your customer account,  Carriers vary by country, but the factory is very good at direct deliveries and will take care of al the import paperwork.  Typically fees are avoided, in rare situations, you'll be contacted well in advance if any fees are going to be required at delivery,  Special orders are shipped to you at no charge.

Which countries do you ship to for special orders?

If you see a listing and can add the item to your cart, your country is on the list.  The site is supposed to identify your country from your browser information, if you're using an incognito browser, change the location in the upper right corner to the country you are in, If you are unable to see a listing or order an item, let me know and I'll see if I can enable it for you.  The current list is a suggested list based on banking regulations, import and export policies and trade rules that would facilitate the order actually being delivered to you,  I have also made mistakes when creating a listing and have forgotten to allow international orders, so please let me know if a special order item seems to be unavailable, it may be just an oversight,

Can an order be expedited?

A single customer order can not be submitted for production and special handling to get it to you faster.  It would require some lead time to clear with the factory, and the additional costs would be required in advance with no cancellation or refunds available.  There are too many pieces of the process that I have no control over and can't guarantee a delivery by a particular date.  With that limitation, I choose not to even explore that option, sorry,

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

.  Those are noticed by email and available in your store customer account.  The tracking number is usually sent near the 2-3 week mark after your order is placed, the only time that would remain is the time it takes to get from here in Upstate NY to you, typically 2-3 days for the eastern US and 4-5 for the West Coast.