FAQ for customer service

This is the FAQ page for order-related questions.

1.What kind of payment method do you accept?

We accept Paypal and credit card payments, you can choose a method you like during checkout.

2.When will you ship out my order after my payment is completed?

We have a large workshop to make all our products, most of  the products are made after buyer's order is placed, this will usually takes 1-3 working days, for large order it may takes up to 5 working days.

3.How long does it take to receive my order?

All of our products are shipped from our workshop in China, international shipping usually takes approx 15-20 days. In the period of 1-2 months before Christmas, shipping will need approx 10 days longer due to busy post service.

4.What if I do not receive my order after above estimated period?

Please fill in our customer support form to contact us or simply send an email to support@outlandmodels.com, we will offer replacement or refund for you.

5.What if the products I received are damaged/defective?

We offer a worry-free guarantee for our product quality, if you receive a damaged/defective product, or you accidentally break any parts when doing assembly, Please fill in our customer support form to contact us or simply send an email to support@outlandmodels.com, attach a picture of the broken part, we will send you replacement for free.

6.How come some of your products come with support structure? Why don't your remove it before sending it out?

Mostly those products come with support structure are small and made of resin.

At first we admit that it is an economic choice, we save manpower so that we can offer a low price on these products.

Secondly, most of these products come with tiny parts. They are safer during shipping when connected to the support structure.

We understand that sometimes a part will be accidentally broken when buyer is trying to remove it from the support, for these cases we offer a worry-free guarantee to replace the broken part for free, you may click here for details of this policy.