HELP - FAQs

9285 Icosa Street
Lakeville, MN 55044
(651) 252-1788
(248) 786-3166   FAX

For faster service, please select one of the topics below.

1. Ordering
2. Shipping
3. Payment
4. Products
5. Pre-Orders
6. Your Account
7. Shipping and Returns

ORDERING

• Can I place an order by phone?
  Yes.  Contact us at (651) 252-1788. I do travel extensively, so you may get our voice mail. If so please leave your name and number or a method of contact and we will get right back to you.

• Can I place an order by fax?
  Yes. Fax your order to us at to (248)786-3166. Be sure to include a complete list of the models you are ordering, their product codes, your billing and shipping address, phone number, credit card number and card expiration date. If you want to receive an order confirmation and tracking information, you will also need to include a valid email address.

SHIPPING

• How can I track my order?
  you will always receive a shipping confirmation email when your order ships. For orders shipped by UPS, the URL in the email may be used to track the progress of your package. Note: If you are in Alaska or Hawaii, outside of the US, or at a post office box or APO, your order will ship via the United States Postal Service and you will not be able to track it online.

If you have created an account on-line, we will update your order with the tracking number upon shipment.

•   I didn't get an order and/or shipping confirmation email.
  Order confirmation and tracking emails are sent automatically when you place an order and when your order is packaged for shipment. If you did not receive a tracking email, it is probably for one of two reasons: either you didn't enter your email address correctly when you placed the order, or your mail server uses spam blocking software that has incorrectly identified and blocked our confirmation emails.
  
  
• I am an international customer. How much will it cost to ship to ...?
  You can either call us or send an e-mail to for a quote.
  
  
• I am an international customer but my country is not listed. Can I still order from you?
  We regret that we can only ship to the countries shown in the check-out screens of our website. We cannot accept orders for shipping to any country not shown

PAYMENT

• What credit cards do you accept?
  For your convenience, Collectable Jets  accepts Visa, Mastercard, American Express, JCB, Diners Club and Discover.
  
  
• Do you take PayPal?
  Yes. When paying with PayPal, please complete checkoutthrough the website and select "PayPal" as your payment method.

*NOTE* If you use Paypal, you are charged IMMEDIATELY. This is a function and policy of Paypal, not Collectablejets.com.

• Do you take Google Checkout?
  Yes. When paying with Google Checkout, please complete check out through the website and select "Google Checkout " as your payment method.

• Can I pay by check or money order?
  Yes, we accept both check and money orders When you check out please select the pay type "Money Order".
All shipments paid via this method will be held until the check or transfer clears. All checks or Money Orders should be made payable to either:
    * Andrew Conville
    Or
    * Blue Skys Aviation and Diecast LLC


• Do you accept Western Union or Paypal?
  Yes we accept both. When you check out please select the pay type "Money Order" and indicate in the "comments" section your payment method (eg "moneygram")Money should be directed to:
       Andrew Conville
      9285 Icosa Street
      Lakeville, MN 55387
      (952) XXX-XXXX
      (248) 786-3166 FAX
  
  
• My credit card was rejected, but I know it's valid. How can I get my order through?
  To help protect against consumer credit card fraud, Collectable Jets has implemented anti-fraud technology in our checkout system. Our software uses address verification on all orders. If your card was declined, it is possible that you simply entered your billing address incorrectly or our credit card processor does not have your current address. Be sure to double check your street number and zipcode.
  
  If you have attempted to place the order unsuccessfully more than three times, you may have been locked out of the system. If the error message says you must contact us, you will not be able to complete your order and need to do so by phone or email. We can usually resolve problems such as these in moments. Call us or send email to
  
  
•  Do you charge sales tax?
  If the shipping address is in Minnesota , your order is subject to 7.25% sales tax.

 PRODUCTS

• I am looking for a particular aircraft. Do you have the ...?
  Throughout aviation history, thousands of different aircraft have seen service all over the world. Unfortunately, diecast aircraft manufacturers aren't always able to make models of some of the more obscure (though certainly not less deserving) aircraft. Collectable Jets offers a very broad selection of available diecast aircraft models—if the aircraft you're looking for is not listed on our site, it is probably not being made by any of the manufacturers we carry.
  
  Be sure to conduct a thorough search on our website using our "Advanced Search" tool. To use the Advanced Search, select the "Airframe", “Scale” or “Brand”  drop-down list sto look for your airplane. If you don't see it there, try entering its name into the "Search" field.
  
  
• I'd like to ask about the display stand/landing gear/other features of a particular model.
  Features such as stands, removable landing gear, working flaps and canopies are always revealed in our product and/or product range descriptions and in the detailed photographs we include for each product. Be sure to read the product and product range detail pages carefully. If you can't find what you're looking for in the description, check the product photographs. Models that include stands and/or landing gear are always shown with these features in our photographs—if the photographs do not show a stand or landing gear then this particular feature is not included with the model.

 PREORDERS AND BACKORDERS

• When do you charge for orders or preorders?
  Preorders are typically billed the week before or at the time your order ships.
  
  
• When do preorders ship?
  We ship the complete order, when the pre-ordered items arrive.
  
  
• What if I combine preorder and in-stock items in the same order?
  

A. If your pre-order item is less than a month away, we will combine and ship when all items arrive.

B. If you have a pre-order item that is more than a month away we will NOT combine the shipping.

All items that are on pre-order more than 30 days out will ship seprately and will incur a 2nd shipping fee.

Brands that this will typically apply to:

1. Inflight 200 (We post up to 6 months in advance)
2. Hobby Master (We post up to 6 months in advance)
3. Jet-X
4. Corgi (We post pre-ordes up to 8 months in advance)

We are looking into a system that would allow you to reserve, rather than pre-order these particular brands.

• Can you tell me if a particular item is in stock?
  If you see it on our site and it is not marked ‘pre-order’ or ‘back-order’ then it is in stock.
  
  
• I just added an item to my basket, and now the website says it is backordered. Can I still buy it?
  Yes. Your order will ship when the items arrive.
  
  

YOUR ACCOUNT

• Do I have to have an account to place an order?
  No, you can place an order without setting up an account
• Why should I set up an account?
  1. You can access your order history
  2. You can see the status of your order and also access shipping information including your tracking numbers.
• What information is stored in my account and how secure is it?
  • Your name , shipping and billing address, phone number and e-mail
  • Order and shipping history
  • We utilize 128 bit ssl layer provided by GeoTrust
  • Employees must be authoirzed and utilize a password to view any of this information.

RETURNS

• An item I ordered arrived damaged. What do I do?
  

  We welcome your return within 14 days of receipt for an exchange or refund if you are not satisfied.

  We will not be able to make any exchanges or refunds after this time, so please inspect your order carefully IMMEDIATELY upon receipt . Please e-mail us to make arrangements for the return prior to shipment and include a detailed letter stating the issue, and pack in the same type packaging you received the order in. We can not accept poorly packed returns that are damaged in shipment back to Collectable Jets

  Where possible we will exchange the damaged Item with a replacement model.  Should one not be available, you will offer an exchange or a refund.

  S/H will be covered by Collectablejets in most instances.

• I want to return some undamaged products. What do I do?
  

  We welcome your return within 7 days of receipt for an exchange or refund if you are not satisfied.

  We will not be able to make any exchanges or refunds after this time, so please inspect your order carefully IMMEDIATELY upon receipt . Please e-mail us to make arrangements for the return prior to shipment and include a detailed letter stating the issue, and pack in the same type packaging you received the order in. We can not accept poorly packed returns that are damaged in shipment back to Collectable Jets.

  You will be responsible for the S/H to return the product and if you wish an exchange for the addition S/H for the new shipment.

Please see our Shipping and Returns section

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