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Frequently Asked
Questions
Shipping & Payment
How to Order Web Site Usage Privacy Other FAQs
What shipping methods are used by Collectors Net USA?
Can I combine orders to save on shipping costs?
Can I pick up my items to save on shipping?
Will Collectors Net USA ship internationally?
Will Collectors Net USA ship to U.S. Postal Office box addresses?
How much does Collectors Net USA charge for shipping?
Why wasn't I asked to provide payment information when I submitted my order through the online store?
Which payment options are accepted?
What is the return policy?
How do I insure my packages arrive in good condition?
What do I do if my order arrives damaged?
What does Collectors Net USA do with non-mint items?
What shipping methods are used by Collectors Net USA?
The primary means of domestic shipping used by Collectors Net USA are FedEx Ground and U.S. Mail. Collectors Net USA will ship by other methods at customer's request so long as the customer pays for any additional cost incurred above the rate provided by our primary carriers. Palletized loads are shipped via the most economical freight carrier.
Can I combine orders to save on shipping costs?
Collectors Net USA automatically combines shipments whenever possible. If multiple orders for the same customer are ready to process for shipment at the same time then orders are combined. Items cannot be held for combining with items not yet released from the manufacturer. When entering online orders for in-stock items, you can request that multiple orders you entered within a 48-hour period be combined. You can place your request by entering it in the special instructions box of the online order, by email or telephone. However, though we will strive to honor your request, we are unable to guarantee it due to many variables in the order process and the timing in which each of your orders are received for processing. In no case can we guarantee that pre-ordered items be combined with in-stock items or other pre-ordered items. However, pre-ordered items for multiple quantities of the same item will always be combined for shipment and only one shipping charge will be assessed. Shipping is charged per shipment, not per order. This means that if you ordered many different pre-order items on the same "order", each shipment will incur a separate shipping charge as each item(s) ships to you.
Can I pick up my items to save on shipping?
Phone orders are accepted during normal business hours 10am to 6pm Tuesday through Friday. Phone orders are accepted for orders that are to be shipped. E-Store orders can be picked-up in person, but only by appointment! Please place in the special instructions of your e-store order the date and time you would like to pick up your order. We need as little as 1 business day, but depending on our show schedule it could be 3 business days, to pull and prepare your will-call order. Sameday will-call pick up is available but $5.00 will be assessed as a priority service fee. Appointments for will-call pick-up can be made Tuesday through Friday 10 am to 6 pm CST except on holidays. Will-call pickup must be paid for with cash, Visa or Mastercard only.
Will Collectors Net USA ship internationally?
Yes, we do ship to international addresses! The primary means of international shipping used by Collectors Net USA is FEDEX Economy,
United States Postal Service (USPS) Airmail, or USPS Global Express. Between the the carriers that we use, the most economical service to the customer's destination will be used if no shipping method is specified. If you want to specify a certain carrier or shipping method, please do so by making your request known in the special instructions section upon checkout. International orders may be subject to import duties imposed by your country for which the customer is responsible. Please check with your local customs prior to placing an online order.
Will Collectors Net USA ship to U.S. Postal Office box addresses?
Yes, we do ship to U.S. Postal Office box addresses, for a nominal additional fee of $2.00. This fee is automatically applied and quoted through the online store checkout process for U.S. domestic customers. However, if the customer incorrectly lists the address upon checkout and, because of the input error, the online store is unable to determine the shipment is to be sent to a P.O. Box, the additional $2.00 fee will be added manually as the ordered is filled. This additional fee also applies to orders sent to Puerto Rico, Hawaii, and Alaska, which by default are shipped by U.S. Priority Mail.
How much does Collectors Net USA charge for shipping?
Collectors Net USA currently charges a flat-rate shipping of $6.95 per shipment for retail orders except for the following instances: 1) Shipments to U.S. Postal Office box addresses, and 2) Wholesale order shipments. Wholesale order shipments will incur actual shipping charges, which include transportation carrier fees and the cost of any packaging materials used. Expedited shipping services are available per customer request for an additional fee. The cost of expedited shipping above the flat-rate offered is based upon destination, order weight, cost of packaging materials, and specific type of expedited service requested, i.e., 2nd Day Air, Overnight Express, etc. You will never pay more for standard shipping than the amount quoted in through the online store checkout
process, except for instances in which addresses are not entered correctly (i.e., P.O. Box not clearly indicated, Puerto Rico addresses choosing US as country, etc.). For international addressed, the shipping fee is determined after all items are pulled, inspected, and packaged. International shipping fees are based upon the cost of the carrier service, packaging materials used, as well as a nominal handling fee of $2.00 to $3.00 for order preparation and document processing. We do not offer third-party billing for international orders. Shipping costs charged are specifically annotated on the invoices included in the packages.
Why wasn't I asked to provide payment information when I submitted my order through the online store?
When you place an online order for only items not yet in stock, the online merchant store does not provide you with a screen to enter your payment information. This permits Collectors Net USA to combine pre-orders and save on shipping costs for customers when more than order order is shipped at the same time. In addition, customers are relieved of the burden of tracking payments for items that may not be in stock for several months. Collectors Net USA never charges you for items not yet in stock. Charges to your credit card are made at the time the product is in stock and available for shipment to you. Be sure to include your email address in the space required during checkout to receive an email confirmation of your order with payment instructions for pre-ordered items.
Which payment options are accepted?
The Collectors Net USA online store currently accepts Visa Card, Mastercard, PayPal, money orders and personal checks. Choosing the PayPal payment option in the online store provides the
opportunity to use American Express and Discover Cards so long as these cards are not linked to a PayPal account. For will-call, mail-in and phone order payments, we accept VISA, Mastercard, American Express and Discover Cards, as well as money orders, personal checks, and cash. Please allow approximately 2 - 3 weeks, or possibly longer, for order processing when paying by personal check. Returned checks incur a $20 check return fee.
What is the return policy?
Due to the nature of the collectibles market, all sales made on-site at the Collectors Net USA showroom are final. For mail-order shipments, our return policy to allows you time to inspect the products. We provide up to 15 days from the date of delivery to return your order back to Collectors Net USA. However, the order must be returned in the same condition as it was sent for you to receive a full refund for the product cost. Sale items (those with "Sale" indicated in the product description or pricing ending in a "9") and factory sealed boxes (i.e., 72-car cases of Hot Wheels, Johnny Lightning sealed inner boxes, etc.) are exempt from the return policy. All sale item and sealed case purchases are final and are not returnable. If we request that you return an order because of an error made by Collectors Net USA, we will refund your shipping costs. If you desire to return an item, please contact Collectors Net USA within 7 days of receipt of merchandise. You have 7 calendar days in which to contact us and then another 8 calendar days in which to get the product delivered back to us. When you contact us we will issue you an RMA number which you will need to reference on the outside of the package and on documentation included inside the package. Please include a copy of your invoice. Including a copy of the invoice and the RMA number will assist in processing your return quickly. Please send returns to: Collectors Net USA - Returns, 2205 W. Division D1, Arlington, TX 76012. You are responsible for returning the item to us and all return shipping must be paid for by you. We receive product from various sources who then later request payment for items we did not order. Therefore, any package we are not expecting (i.e., a package without an RMA number) will be refused at the dock. Any items returned in other than the originally sent condition (i.e., broken seal on a factory sealed box, damaged packaging) will be assessed a 40% restocking fee of the product. Any package which is refused after the carrier has picked up the package from us will be assessed a 15% restocking fee in addition to the return shipping charges that are assessed by the carrier for the package to be returned to us. Shipping costs paid to deliver the package to you are not refundable under any circumstances. All returns received by Thursday noontime are processed every Friday. When a holiday falls on a Friday, the returns for that week will be processed the next Friday.
How do I insure my packages arrive in good condition?
All items shipped from Collectors Net USA are thoroughly inspected and packaged carefully. Packages shipped via FedEx are automatically insured up to the value of the product in the package. If you have a concern about receiving a package through U.S. Mail in good condition, we suggest that you notify us that you want it insured and are willing to pay to have it insured for the full product value. You can do in the special instructions section at the time of checkout.
What do I do if my order arrives damaged?
All items shipped from Collectors Net USA are thoroughly inspected prior to shipment. However, should something happen to your package in route to its destination, you have 7 days from the date of delivery to notify
Collectors Net USA of a damage claim. You can notify us by email at info@collectorsnetusa.com or by telephone at
(817) 226-0444 . Orders shipped via FedEx are automatically insured for up to the value of the product within. U.S. Mail shipments are insured at customer's expense. If you desire insurance, please make the request in the special instructions at the time of checkout. You will charged appropriately for the actual cost of insurance. Be sure to make note of all damage with FedEx prior to signing for the package. FedEx Ground shipments: Upon receiving your damage claim notification, we will provide you with instructions on how to file your claim. FedEx will then issue us a damage claim form, which we will fill out and send back to the carrier. FedEx will then notify us that the damage claim has been paid. Upon receiving this notification, we will ship out a replacement order, if we still have the replacement items available. If we no longer have the items in stock, we will refund your payment. This process can take up to 14 business days. Imperfections and defects are common with factory produced models, especially those priced under $50. At least two
Collectors Net USA employees inspect every item prior to shipment so that we can send you the very best quality product, but given that we have no control of how our packages are treated during shipment, we are unable to explicitly guarantee that items will arrive to you in "MINT" condition. Items that are sale priced (ending in "9") could be sent with blistercard imperfections (i.e., creased blistercard or bubble) as these are considered discounted items. The outer boxes of factory sealed items are inspected to make sure there is no obvious damage to the outer box. Because factory sealed boxes come directly from the manufacturer and are unopened by us, we cannot guarantee the items included in the box or the condition of the items in the box since the contents were not packaged by our company and the contents have not been inspected by our company. Should you have ANY concerns about the condition of a factory sealed box, please contact us PRIOR to opening the box since factory sealed boxes are not returnable once they have been opened. Should you have any concerns about the contents or the condition of the items after you open the box, please contact the manufacturer. We can provide you contact information for each manufacturer upon your request.
What does Collectors Net USA do with non-mint items?
During our inspection process, we often reject for shipment items that have non-mint cardboard packaging, creased acrylics, and other obvious defects that can be seen while the item is still in its package. These items are then discounted and displayed in our warehouse showroom for purchase by local customers less concerned with packaging flaws. In addition, we occasionally offer boxes of non-mint package items for sale in our online store and these items are clearly marked as non-mint sale items.
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