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Frequently Asked
Questions
How to Order
Shipping & Payments Web Site Usage Privacy Other FAQs
How do I place an order?
How do I check the status of my order?
How do I pre-order an item not yet available from the manufacturer?
How do I know when pre-order items come in stock?
Can I combine orders?
Can I cancel an order?
What does it mean to set up an online account and how do I set up an account?
How do I find a specific item for which I am looking?
Can I place an order by phone?
What happens if the manufacturer makes changes to the item I pre-ordered?
Can WebTV users place orders in the online store?
I have attempted to add multiple items to my shopping cart and only the last item I ordered is showing up. What is wrong?
Does Collectors Net USA ship internationally?
How do I place an order?
Orders can be placed in our online store as well as by telephone or fax. To place an order in our online store, simply "Add to Basket" those items you want to purchase. You can check your Basket contents at any time by clicking on the Basket icon at the top of the online store page. To change the quantity of any item in your basket, change to the number desired and then hit the Update button directly beside the number. Only one item quantity can be changed at a time. When you are ready to complete your order, click on the Checkout button at the top right of the online store screen. You will then prompted with instructions to checkout. If you have any special instructions that you need to communicate to us, be sure to include the instructions in the "Special Instructions" box at checkout.
How do I check the status of my order?
You must first sign in the online store with a login and password before each and every order you place to make it possible for you to check the status of those orders afterwards. The online store system will allow you to place an order directly without logging in first, but this method will not establish the connection necessary for you to login in later and check for a status. Signing in requires you to provide a login name and a password. The login and password you used to sign in must be the same login and password that you use to check the status of that order later. Also, be sure to include your email address in the space provided when you place your online order. By providing your email address, you will receive an automated confirmation order email at the time the order is placed, and then a second email notifying you when your order is sent to the shipping department shipped. In addition, we will use that email address to notify you specifically when the order has shipped and by what shipping method. For in-stock items ordered, please allow 5 business days for your order to be processed and then another 5 business days for the transportation company to deliver your item(s) to you. Therefore, we request that you allow ten (10) business days (2 weeks) to pass prior to inquiring about the status of your order. For pre-ordered items, please see the information below. Once pre-ordered items are changed to "in stock" please allow the same 10 business days to receive your items.
How do I pre-order an item not yet available from the manufacturer?
Use the same process for ordering items already in stock. However, when ordering pre-ordered items only, please be sure to provide an email address when you enter your contact/delivery information. Providing an email address will provide you with an automatic order confirmation of your order and directions on how to provide payment for the item(s) that you pre-ordered. Pre-orders for which no email address is given at the time of order and for which no valid payment information is on file will be administratively cancelled.
How do I know when pre-order items come in stock?
You can tell when an item comes in stock when in the description of the item it no longer indicates the words "PRE-ORDER" or "not yet released by the manufacturer". You can also receive notice when items are in stock by joining the
Collectors Net USA electronic mailing list. Generally, once every 7 - 10 days we issue an electronic update to keep customers informed about all we have to offer. You can the join the mailing list by clicking on the mailbox on our homepage and entering your email address. This service is free to you.
Can I combine orders?
Collectors Net USA automatically combines orders 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.
Can I cancel an order?
We understand that there are a variety of reasons why you may wish to cancel your pre-order or pending order of in-stock merchandise. You can cancel an order up until it receives a FEDEX tracking number or a U.S. Mail postage stamp date. However, to better serve all customers, if order cancellations for a particular customer become excessive, we reserve the right to administratively cancel all pending pre-orders and refuse any new orders for that customer. To cancel a pending order, please call us at 817.226.0444 or contact us via Instant Chat in our online store during normal business hours (10 am to 6pm CST Tuesday through Friday). Cancellations made over the phone or through the instant chat could take up to 2 business days to process. You will receive an email confirming your order cancellation. You may request an order cancellation via email or voicemail message but to ensure that we have received and recorded your cancellation, we will send you an email confirmation of the order cancellation. If you receive no email confirmation of the cancellation then we did not receive your request for cancellation. Therefore, it is recommended that you make contact with a customer service representative via telephone or instant chat if you need to have a cancellation recorded quickly. Any order for which a cancellation was not confirmed by an email from us to you and for which the order has already been shipped will need to be processed as a return.
What does it mean to set up an online account and how do I set up an account?
Setting up an online account in the Collectors Net USA e-store allows you to come back to the online store to place an order and not have to reenter your contact / delivery information. Having an account also allows you the ability to check the status of your orders at any time. You can set up an account by signing in to the e-store after you have made your product selection. You will be prompted to provide a login name and a password. Please record your login name and password for later use. Should you forget your password, you can prompt the system at the sign-in stage to send it to you via the email address you provided, but you must know your login name. If you forget your login name as well, contact us by email and we will send it to you so that you can retrieve your password. However, We DO NOT have access to your password.
How do I find a specific item for which I am looking?
You can search by brand name and view all the products listed in the subcategories or you can enter the name of the product, a keyword, or the manufacturer's product number into the search window provided in the online store. For example, if you want to find whether we have a 1969 Camaro ZL-1 in stock, type the whole name in the search window or just type the name Camaro.
Can I place an order by phone?
Yes, you can place an order by telephone at 817.226.0444 The cost for shipping for orders by phone is generally the same as that for online orders; however, it may take 1 to 2 additional days to make shipment.
What happens if the manufacturer makes changes to the item I pre-ordered?
All items available for pre-order are subject to changes from the manufacturer. It is possible that the manufacturer may change the color of the item, the delivery date, the number of cars included in a set or other things. These changes will be posted on the web site as we receive the information from the manufacturer. We will also make announcements via our electronic mailing list updates which can be sent directly to you via email or viewed on our homepage. As these changes occur and we post them, your pre-order will stand unless you notify us differently. Because we know our customers pre-order to guarantee they receive the items they want, if changes occur to the number of cars in a set then your preorder will be changed accordingly to still keep the original order date intact. We will pro-rate the set price to be the same "per unit" cost as the original order or to reflect the same pricing structure throughout the online store. For example, if Johnny Lightning changes a previously-announced 6-car set to a 12-car set then we will change your pre-order to the new 12-car set with the same price for the factory sealed box as our normal pricing structure. If Mattel changes a previously announced 4-car set to a 3-car set then we will change your pre-order to the new 3-car set and the price you pay will be 3/4 of the price announced originally.
Can WebTV users place orders in the online store?
Some WebTV users are unable to shop in online stores. It has to do with WebTV's ability to handle (or not handle) a secure connection. Not all WebTV users have this problem, but many do. Some WebTV users have been able to place orders in our online store then suddenly were unable to place orders. This occurred because of a change in the WebTV software. Either the customer moved and has a new WebTV ISP or their ISP gave them a new software version. WebTV users can email us, fax us, or call us with their order. However, please do NOT email credit card information. That will need to be faxed or called in.
I have attempted to add multiple items to my shopping cart and only the last item I ordered is showing up. What is wrong?
Your security settings are set too high on your browser or your firewall is not allowing cookie sessions in your browser which would clear out your shopping cart. You could try shutting down these applications (i.e., Black Ice Defender or Zone Alarm) or lowering your security settings on your browser to accept cookies. If you still experience problems please email or call us at 817.226.0444 for assistance.
Does Collectors Net USA ship internationally?
Yes, we do ship to international addresses! The primary means of international shipping used by
Collectors Net USA is
U.S. Postal Service Airmail,
U.S. Postal Global Express, or
FEDEX. Between the two carriers, 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. Please check with your local customs prior to placing an online order.
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