Frequently Asked Questions

Modified on Sun, 17 Dec 2023 at 02:06 PM

What is Model Universe? Model Universe is a premier online model shop offering a wide range of collectible and hobbyist models for enthusiasts and collectors around the globe.
What types of models do you sell? We carry a diverse range of models including cars, planes, trains, ships, figurines, and more. Covering diecast models, model kits, model railways, slot car racing and radio control. Our catalog is constantly expanding, so check back regularly for new additions.
How can I search for a specific model? You can use the search bar located at the top of our website. Simply enter the name or type of model you're looking for, and our system will display relevant results.
What is your return policy? If you're unsatisfied with your purchase for any reason, you can return it within 30 days for a full refund or exchange. Please refer to our Returns page for detailed information.
Do you ship internationally? Yes, Model Universe proudly ships models to customers all over the world. Please check our Delivery Information page for rates and details.
How do you ensure models won't get damaged during shipping? We employ expert packaging techniques using biodegradable peanuts, kraft paper, and high-quality cardboard boxes. Every model is packaged with utmost care to ensure it reaches you in perfect condition.
How can I track my order? Once your order is shipped, you will receive an email with a tracking number. You can use this number on our website or the respective shipping company's site to track your order in real-time.
What does it mean if I pre-ordered an item and the release date has passed. This usually means that the original release date provided by the manufacturer has been delayed or changed without notice.
Can I pre-order models that are not yet released? Absolutely! We often provide pre-order options for upcoming model releases. These will be clearly marked on the product page.
Do you offer any discounts or promotions? Yes, we regularly run promotions and offer discounts to our subscribers. Sign up for our newsletter to stay updated on the latest deals.
I'm looking for a specific model that isn't listed on your website. Can you help? We strive to cater to all model enthusiasts. If there's a specific model you're searching for, please contact our support team, and we'll do our best to source it for you.
What payment methods do you accept? We accept all major credit cards, PayPal, and several other online payment options. For a full list, please refer to our Payment Information page.
Is shopping on Model Universe secure? Absolutely. We prioritize our customers' security. Our website uses SSL encryption, ensuring all your data and transactions are secure.
When will my order be dispatched?
We aim to despatch all items that are in stock on the same working day, provided that payment has been received.
Orders are processed between 9am and 2pm, Monday to Friday, excluding public holidays. Orders placed on public holidays, at the weekend and outside of these hours will be processed on the next working day.
How will I know that you have received my online order? As soon as the order is successfully received you will receive a confirmation email from us containing details of your order. Once payment has been cleared, you will receive an email stating your order is being processed. At this point we will process your order and get it dispatched as soon as possible. When your order has been sent off, you will receive a dispatch email detailing when your order was shipped and when you can expect to receive your order at your delivery address.
How can I track an order? Once your order has been dispatched, you will receive tracking information via email.
Can I order more than 1 of the same item? Yes, provided that we have enough stock. The website will notify you when you try to add quantity and there is no more stock left. However, if you require more than the quantity available, please contact us and we will see if we are able to locate anymore.
If no-one is in when the Courier tries to deliver the parcel, what happens next? Will I be charged delivery costs again? If the courier tries to deliver your parcel and there is no-one available to sign for the goods, they will leave a calling card indicating when they will try and deliver again (they may try and leave your order with one of your neighbours). After three delivery attempts the courier will return your order to us. If this happens, we would have to charge an additional delivery charge (as the couriers will charge us again to re-send the parcel). So please, whenever possible make sure there will be someone present at the delivery address to sign for the parcel.
Do you accept cheques/postal orders? Yes. Please contact us via email to support@model-universe.com and let us know you will be sending a cheque/postal order. We can then reserve the stock for you, and dispatch when funds are received and cleared.
How do I remove my model from the packaging? Most models are securely fastened to a display base by screws. This prevents the model from being damaged during transit. Some people like to leave the item attached to the base for display, however if you wish to remove it please look on the bottom of the base and locate the screws. The screws can normally be removed with a Phillips screwdriver, however occasionally a flathead screwdriver may be required. Please be careful when removing the screws from the base as most models contain small parts which are quite delicate (such as the wing mirrors). If you have any difficulties removing your item from the packaging, please do not hesitate to contact us and we will assist further.
How can I contact customer service? We can be contacted by email: Monday to Friday from 9:00am to 6:00pm. Please note, we operate online only (no physical shop), you are able to place an order online 24 hours a day, 365 days a year on our website.