FAQ

FREQUENTLY ASKED QUESTIONS

Please read our FAQ before sending us a message.

Is 3dmodelpuzzle.com site secure to visit?

Yes, absolutely! Security is always given the top priority and all of your personal information will be treated as confidential and we won’t leak any of your information to other third part. We will keep them on a secure server and will fully comply with all applicable Data Protection and consumer legislation on our part. We ensure the security of all transaction data by using advanced security solution provider. Online shopping had never been safer and easier. Stay safe online with us.

Which payment methods are accepted in the Online Shop?

We accept payment methods.
• Credit/Debit Cards
• PayPal

How long will delivery take?

PROCESSING TIME: PROCESSING TIME IS THE TIME IT TAKES TO GET YOUR ORDER READY TO LEAVE OUR WAREHOUSES. THIS INCLUDES PREPARING YOUR ITEMS, PERFORMING QUALITY CHECKS, AND PACKING FOR SHIPMENT. USUALLY WE WILL SHIP YOUR ORDER WITHIN 24 HOURS.
DELIVERED TIME: WHEN YOU ORDER FROM 3dmodelpuzzle.com, YOU SHOULD AUTOMATICALLY RECEIVE AN ORDER ACKNOWLEDGMENT MAIL SHORTLY AFTER PLACING AN ORDER AT OUR STORE. IF YOU DO NOT RECEIVE A MAIL, PLEASE CHECK YOUR SPAM MAIL SETTINGS AND MAKE SURE YOU ARE ABLE TO RECEIVE MAILS FROM OUR DOMAIN. ONCE YOUR ORDER IS SHIPPED, YOU WILL BE EMAILED THE TRACKING INFORMATION FOR YOUR ORDER’S SHIPMENT.

SHIPPING FROM CHINA
STANDARD SHIPPING AREA TIME
UNITED KINGDOM 5-15 BUSINESS DAYS
UNITED STATES,CANADA 7-15 BUSINESS DAYS
AUSTRALIA,NEW ZEALAND,SINGAPORE,JAPAN,KOREA 7-15 BUSINESS DAYS
FRANCE, SPAIN, GERMANY, NETHERLANDS, ITALY, BELGIUM, DENMARK, FINLAND, IRELAND, NORWAY, PORTUGAL, SWEDEN, SWITZERLAND, EUROPEAN UNION 7-25 BUSINESS DAYS
RUSSIA 7-25 BUSINESS DAYS
OTHER COUNTRIES 2 – 5 WEEKS
EXPEDITED SHIPPING 3-7 BUSINESS DAYS

 

IN ADDITION, THE TRANSIT TIME DEPENDS ON WHERE YOU’RE LOCATED AND WHERE YOUR PACKAGE COMES FROM. IF YOU WANT TO KNOW MORE INFORMATION, PLEASE CONTACT THE CUSTOMER SERVICE. WE WILL SETTLE YOUR PROBLEM AS SOON AS POSSIBLE. ENJOY SHOPPING!

PLEASE NOTE: IN SALES SEASON(NOVEMBER DECEMBER JANUARY), AS THERE ARE LARGE OF PARCEL WILL BE PROCESS BY AIRLINE, THE DELIVERED TIME WILL BE A BIT LONGER THAN NORMAL.

Can I cancel my order and get a refund?

If the order has been paid and the products is not shipping, you can contact us to cancel the order and get a full refund.
If the order has been paid and the order had shipped, we are unable to cancel or modify the order. You can choose to return back the unopened products after you’ve received them and we will refund the money upon our receipt of the item(s).
Please note: in this case, we do not pay the return shipping cost on the parcel.

What should I do if an item is missing from my order?
First, please check your order list to make sure whether the order was sent in one package, as some items are shipped separately.
If all packages have been delivered and examined, but you’re still missing an item, please take a photo of the packing label and contact us customer service to resolve the issue. Usually we will re-send a new parcel to you .

I have not received my order. What can I do?

You can track your order with the tracking number given by us.

Tracking online:

https://www.17track.net/en

DHL Ecommerce: https://webtrack.dhlglobalmail.com

DHL: http://www.dhl.com/en.html

If you find the tracking number is invalid, it may be because the shipping company needs 3 to 7 days to update the shipping status. You can also contact us for more shipping information.

I received the wrong / damage item. What can I do?

if you have receive the wong item(s), we have 100% of responsibility, please contact with us instead of open a dispute case first,
usually we will full refund the order or you can also choose to receive a new parcel from us.

Do I need to pay the custom tax?

Yes, such as United Kingdom(see from others country in the table below), when a parcel come from outside United Kingdom to customers in United Kingdom, the UK customs will take tax if the parcel have a value greater than £15 (About 20 USD).

In fact, usually we will declare the parcel value under £15 in order to help the customers to avoid the tax, but for big parcel, we will declare the parcel total value less than order total as far as possible.

Any advice ,please contact with us freely.

Please Note: We are not responsibility for any tax if the customs take the parcel tax.

United Kingdom > £15 (20 USD)
Singproe ≥ 300 USD
Korea ≥ 150 USD
Malaysia ≥ 120 USD
Japan ≥ 92 USD
America ≥ 800 USD
Thailand ≥ 42 USD
Vietnam ≥ 45 USD
Australia > 1000 USD
New Zealand > 400 USD
Mongolia ≥ 50 USD
Russia ≥ 200 USD
Canada ≥15 USD
Mexico ≥50 USD
United Arab Emirates ≥260 USD
European Union ≥ €22