POLICIES


About Us
Payment
Order Processing Time
Shipping
Combining Orders for Shipping
Inventory Status / Real Time Inventory
Order Status
Minimum Order
Pre-Orders
Returns
Returns Due to Shipping Damage
Returns Due to An Item Defect
Customs Forms
Condition of Merchandise
Price/Description Changes
International Orders
Currency Converter
Sales/Discounts/Specials
Confidentiality/Security Statement
Conditions of Use


 About Us

Sprue Brothers Models, LLC is a boutique online hobby shop specializing in plastic models kits (primarily aircraft, armor and naval) and related aftermarket accessories, and tools & supplies. We started out as an eBay-based business in 1999, then expanded into a full scale webstore in 2003 and have grown steadily ever since due to the continued support of our customers. Our modern warehouse/fulfillment facility located in Liberty (Kansas City), Missouri, USA houses over 75,000 items ready to ship to our customers.

Buy with confidence - search for references about us in any of the major modeling websites including www.aircraftresourcecenter.com , www.hyperscale.com , www.finescale.com , www.modelingmadness.com , www.zone-five.net, www.armorama.com , www.track-link.net , www.missing-lynx.com, www.apagemodels.com, etc. No one can give you a better opinion of our service than our customers.

We offer our customers the ability to reliably order items and receive them quickly.  All paid orders typically ship within one business day (the same day in most cases if order is placed by 2:00pm US Central time) because we actually stock what we list for sale and in the quantities which are shown in real time.  We are NOT an ordering service like a lot of others nowadays.  Our definition of “In Stock” means that the item is actually in our warehouse (not at our distributors’/suppliers’ warehouse) and is ready to immediately ship to you.

Payment

We accept credit cards (Visa, MasterCard, and Discover), PayPal, Cash and Money Orders.

Cash – Cash is sent at your sole risk.  Cash payment is only accepted in US Dollars.

Credit Cards – We accept Visa, MasterCard and Discover credit cards.  

When an order is placed with a credit card, an authorization is run to validate your credit card which could result in a temporary hold for the order amount being placed on your account that typically lasts for one to five days by your bank. We have no control over whether this is done or not to your account.  Upon processing and shipping your order, we will then “charge” (move the money from your account to our account) your credit card.

A valid billing address (address your credit card bill is mailed to) and CVV Security Code (3 digit code on the back of your card) is required.

Credit Card Gift Cards (with the Visa, MasterCard or Discover logos) – A gift card will be declined because you will not know the billing address.  Do not attempt to use a gift card as a credit card payment as this could result in a temporary hold on the value of the gift card. 

To pay using a credit card gift card:
  • If gift card value is more than the order amount - check out normally but select Money Order as the payment method. Then in the checkout comments, please indicate that you want to use a gift card and provide the card type (Visa, MasterCard or Discover), card number, expiration date, and the 3-digit CVV/Security Code from the back of the card.
  • If gift card value is less than the order amount - check out normally but select the payment method you want the remaining balance charged to. Then in the checkout comments, please indicate that you want to use a gift card and provide the card type (Visa, MasterCard or Discover), card number, expiration date, the 3-digit CVV/Security Code from the back of the card, and the amount you want charged to the gift card (if gift card is less than the amount of the order).
PayPal - You can either:
1) Pay during checkout - just remember to click on the link to go to PayPal to finish the payment; or

2) Pay from PayPal manually. Just log into PayPal, then send payment to sales@spruebrothers.com. Please use the order number (Order #XXXXX) as the subject of the payment so we can quickly determine what order the payment is for and thus enable us to ship your order right away.

PayPal eChecks – Orders paid by uncleared PayPal eChecks may be subject to a hold until such payment clears.  Determination to hold an order is made solely at our discretion.  Any orders placed on a hold will ship within one business day after receiving notification from PayPal that such eCheck has cleared.

Money Orders – Money Orders must be in US Dollars drawn on a US bank.

Personal Checks - We will also accept personal checks from established US customers (have ordered at least once previously). Check must be in US dollars from a US bank.  We reserve the right to hold any order until such check clears.

Money Transfers (Western Union, MoneyGram, etc) - We do not accept Money Transfers (the type of payment where payment is picked up at an agent).

Where to send payment - If you are mailing in a payment (check or money order), it should be sent to:

Sprue Brothers Models, LLC
PO Box 1258

Liberty MO 64069-1258
USA

Please remember to write your order number on your payment as this will speed up the processing of your order.

Order Processing Time

Orders are typically processed and shipped within one business day of receipt (if acceptable payment is received).

Shipping

Shipping/Handling Cost - Please use our shipping calculator to determine your estimated shipping/handling cost. Just add an item(s) to the shopping cart, and then click on "Determine Shipping & Sales Tax" button in the shopping cart (right side of screen just below the total). Provide your shipping information and the estimated shipping cost will be determined.

We use a real time shipping cost system.  The price of an item has no bearing on shipping cost.  Shipping cost is solely based on destination address, weight and dimensions of parcel, destination address type (if UPS or Fed Ex), and shipping method.  Our system obtains real time rate estimates directly from the shipping companies based on the above listed factors.  We do manually review each order to verify that the shipper (and its associated cost) selected by the webstore is the best for your order. If another shipper we feel is a better choice, we will change it without prior notice unless you specifically request a particular shipper or method.  The “best” shipper is a subjective determination made by our staff factoring in the cost and delivery time.

Shippers/Carriers/Shipping Methods
- We primarily ship via the United States Postal Service (USPS) with delivery confirmation, if available; and UPS Ground. Typically, packages weighing up to 2 pounds (and all international packages) are shipped via the United States Postal Service while most all packages weighing over 2 pounds are shipped via UPS Ground (except for AK, HI and PR which will be shipped via the US Postal Service). We do manually review each order to verify that the shipper (and its associated cost) selected by the webstore is the best for your order. If another shipper we feel is a better choice, we will change it without prior notice unless you specifically request a particular shipper or method.  The “best” shipper is a subjective determination made by our staff factoring in the cost and delivery time.

Delivery Confirmation – Please be aware that USPS Delivery Confirmation is NOT tracking. Though Delivery Confirmation can show in progress scans, the USPS is not required to scanned your package until delivery.

International Packages - No "tracking" is available for Air Mail, First Class International or Priority Mail International. We do provide the customs form number for your shipment as it has been reported to us that certain countries may use the Customs Form number like a tracking number.

Shipping Times – Shipping time estimates may be obtained from each shipping company’s website (USPS: www.usps.com ; UPS: www.ups.com ; FedEx: www.fedex.com).  We ship from US Zip Code: 64068.  Sprue Brothers Models LLC does not, express or implied, guarantee any transit times or delivery dates.  Any shipping times stated are estimates only.

Special Delivery Requests – Special delivery request such as, but not limited to: delivery time (such as “only delivery in the AM”), delivery location (such as “leave on front porch” or “leave with neighbor”, etc), can be made however we have no way to direct or require a delivery driver to comply. Delivery drivers handle all packages within the policies and procedures of their company (UPS/USPS/FedEx/etc). Sprue Brothers Models LLC does not accept any responsibility for any requests of a delivery company/driver that such driver/company does not comply with.

Shipping Discounts – For Continental US Customers, our standard policy is for half price shipping for orders of $100, and free shipping for orders over $200.  

  • Half Price Shipping Note - If you qualify for half price shipping (orders with the merchandise totaling between $100 and $200 shipping to a continental US address) the shipping cost shown by the webstore is BEFORE the half price discount (to determine what the shipping total will be if you qualify, just divide what the website shows as a shipping cost in half). The half price discount is given when we pack and ship your order (the final total is included with the shipping notification email). We have to do it this way due to a limitation with our software. If you pay with a credit card, we will revise your total before charging your card. If PayPal, we will refund the difference within 1 business day of shipping your package.
  • Free Shipping Note - If you qualify for free shipping (orders with the merchandise totaling over $200 shipping to a continental US address) the shipping cost shown by the webstore will be removed when we pack and ship your order (the final total is included with the shipping notification email). We previously had this adjustment done automatically, however we had to remove it in order to allow for for other upcoming shipping options to function correctly. If you pay with a credit card, we will revise your total before actually charging your card. If PayPal, we will refund the difference within 1 business day of shipping your package. If money order, just send payment without the shipping charge.

Hazardous Items – Certain items (such as some paints and glues) are considered hazardous and can only be shipped via a ground method.

  • US Customers - If a hazardous item is in your shopping cart, it will only show you the ground shipping options.
  • Non-US/International Customers – The webstore will not allow a hazardous item in your shopping cart because there is no method to ship you a hazardous item at a reasonable cost (the US post office discontinued surface mail service in 2007).

Combining Orders for Shipping
The only way to guarantee all the items you order are shipped together is to place them on the same order. 

We will try to combine multiple orders shipping to the same address if the prior order has not already been packed and shipped. We usually catch most orders that can be combined on our own. To help increase the chance of your orders getting combined, include a note in the checkout comments of the additional order(s) to remind us to combine with the prior order. Also, you can send us an email (sales@spruebrothers.com) to point out to us your multiple orders.  We do not guarantee we can do it, but we will try. Note - We can have multiple times a day where a shipper will come and pick up our outgoing packages, thus there is no times that can be specified for an order to placed and be able to be combined with a prior order.

Be sure to let us know immediately if you have multiple orders. We can be very quick is packing/shipping orders (the record is 3 minutes from order being placed to order being shipped). Once an order is packed/shipped, it will not be able to be combined.

Inventory Status / Real Time Inventory

Unlike other online hobby retailers, we are not an ordering service as we actually stock everything we sell (except items specifically noted as not in stock or pre-orders). The webstore lists, in real-time*, what we have in stock and how many are available for purchase.   Inventory quantities automatically update after each and every order is placed. With this system, you get what you order each and every time.

All items are subject to prior sale while it is in your shopping cart.  Shopping cart periodically checks what is in your cart for availability.  If an item becomes unavailable while it is in your cart, it will be removed from your cart and you will receive a notification that this has occurred.  The only way to “reserve” an item is to complete checkout successfully.  Upon success checkout, the item(s) will be transferred from open inventory (inventory that anyone may purchase) to your Order.

We have a fill rate of 99.9%. It is not 100% because every once in a while we cannot find an item that is supposed to be in stock. This usually is the result of "sticky fingers" (we don't find out about this usually until someone tries to buy it) or other human error. It does not happen very often, but it does once in a while.

* The only exception to real-time inventory is when we are vending at a model show. Sometimes we are not able to update our inventory for up to 24 hours.

Order Status

You can login anytime and track the progress of your order. Additionally, we email you a shipping notification within one business day when your order is processed and is ready to ship (will ship that day or the next day if the shipper has already made the last picked up of the day).  This shipping notification also serves as your final invoice and will contain the final cost of the order.  Any updates to shipping costs will be shown here.  Virtually all shipping cost changes are price reductions.

Minimum Order

We do not have any minimum order requirement.

Pre-Orders

Estimated dates of arrival are based on the most current information provided to us by our suppliers. Dates of arrival are beyond our control and are subject to change.

We recommend using a credit card for payment to ensure immediate shipping once the kit arrives. Your credit card is not charged until the kit ships. NOTE - an authorization is run when the order is placed to validate your credit card which could result in a temporary hold for the order amount being placed on your account that typically lasts for one to five days by your bank. We have no control over whether this is done or not to your account.

Shipping costs are typically estimated and will be finalized once the actual weight/dimensions of the kit is known. Thus we reserve the right to revise the shipping cost/method, if necessary. Any increases up to US$3.00 will be done without prior approval. We will contact you for approval of any changes of US$3.00 or more.

We will ship out immediately any in stock items placed with a pre-order and/or any pre-ordered items as they arrive (if placed in an order with more than one pre-ordered item) UNLESS you tell us that you want your order shipped together to save on shipping. You can tell us by making a note in the checkout comments when placing an order or by emailing us at sales@spruebrothers.com. Separate shipping charges (as per our standard shipping costs) will apply with each shipment.

The two exceptions to the default immediate shipping are:
1) We will hold an order if we know a pending/pre-ordered item is already enroute to us (arrival expected in one week or less). If you request an order to ship together, you agree to and will be charged for the in stock items on hold if the pending item(s) is not expected to arrive for more than two weeks. Or
2) If an order is pre-paid (usually when PayPal is used) and only one shipment is paid for. We will assume all pre-paid orders are to be shipped together unless you tell us otherwise.

Returns

We will accept the return of any item you are not satisfied with within ten (10) days (25 days for international orders) of the shipping date. Acceptable returns MUST be in new, unused condition, in the original packaging, and inner bags must still be sealed.

For these returns, simply email us (sales@spruebrothers.com) for return authorization, and there will be no restocking fee. We are unable to reimburse original or return shipping costs. Return credit for the price paid for the product will be issued as store credit (in the form of an e-Gift Certificate) after the item is received and inspected.  When emailing for the return authorization, please be sure to include the Order Number and the reason for the return.  If approved, we will reply back with a RMA Number and return address.  Be sure to write the RMA Number on the outside of the return package.

We do not accept returns via COD or any other collection method. COD packages will be refused. Packages billing us without authorization will be refused unless other prior arrangements were made.

Returns Due to Shipping Damage

If you receive a package from us with apparent shipping damage, please refuse the delivery. If the delivery has already been made and you find that the merchandise was damaged by the shipper, please call or email us right away with as much information as possible about the damage, and your order number. If UPS or FedEx was the shipper, please also call the shipper (UPS: 1-800-PICK-UPS / FedEx:  1-800-GO-FEDEX) and report the damage.  Save all packing material and paperwork and do not throw anything away. If you attempt to return the merchandise yourself, you will jeopardize our chances of making a claim, and you may not receive credit for the return.

Returns Due to An Item Defect

The instructions on how to handle this type of return will vary, and will be handled on an individual basis. Please email us (sales@spruebrothers.com) and let us know about the defect and provide pictures if possible.  Be sure to include your Order Number with your email.

Unfortunately, an aftermarket item or a kit is not always perfect as far as fit or accuracy. This is considered to not be a defect. An item is considered defective only if it is a ‘short-shot’ mold, broken inside the box, or has something missing.

Additionally, items may have minor defects (such as blemishes, scratches, dings, scuffs, etc.) that do not impact your ability to build the kit or enjoy the reference book.  The presence of minor defects is not considered a defect.  We understand some customers want to buy an item as a collectible; however it is our policy that we do not sell collectibles and we do not represent in any manner that any item purchased from us is in perfect condition with no minor defects.

Customs Forms

Please do not ask us to provide false information on customs forms.  We do not falsify invoices, customs forms or shipping labels. The customer is responsible for any applicable custom fees, duties or taxes. Any questions regarding those fees should be directed to your local authorities. Refused packages will affect return credit

Condition of Merchandise

Unless specifically noted, we sell only new items received from the various manufacturers, distributors, and suppliers worldwide.  Typically a certain percentage of the merchandise received has minor defects (such as blemishes, scratches, dings, scuffs, etc) that are cosmetic only and have no impact on your ability to building the kit or enjoy the reference book/tool, etc. 

Thus it is possible an item you order may have minor defects (such as blemishes, scratches, dings, scuffs, etc.) that do not impact your ability to build the kit or enjoy the reference book/tool, etc.  The presence of minor defects is not considered a defect.  We understand some customers want to buy an item as a collectible; however it is our policy that we do not sell collectibles and we do not represent in any manner that any item purchased from us is in perfect condition with no minor defects.  If you desire to purchase an item in “perfect” condition, you should considering another retailer and we do not selectively send items in a certain condition to any certain customer.  Our staff pulls “the next one on the stack” for fill an order, and that is the one that is used to fill such order.

Price/Description Changes

All prices, pictures and descriptions on this site are subject to change without any prior notice.

Sprue Brothers Models LLC maintains no responsibility for inadvertent or typographical errors. In the event of an error, we reserves the right to cancel or refuse orders at our sole discretion

International Orders

All sales transactions are done under US Currency (US Dollar).

Currency Converter

Currencies other than the United States Dollar (USD) are quoted based on current exchange rates, and should be regarded as estimates only. Actual billing is always in United States Dollars and may be vary as per the rates and policies of Visa. MasterCard, Discover, PayPal and/or your bank. Exchange rates shown are under license from XE.com.

Sales/Discounts/Specials

Any sales/discounts/specials/etc (collectively called “sales”) that we run are effective only for orders placed (checkout successfully completed) during the sale period.  Sales may end at any time without any prior notice.  Sales are effective only for in stock items and do not apply to any special orders or pre-orders/back-orders.

Note - you may not cancel an existing order placed prior to the sale period and re-order under the sales price for the same item(s).  Thus, any items re-ordered under a sales price from an order cancelled during the sales period will not be honored and is subject to cancellation.  This is simply unfair to the customers who pay quickly.  There is no exception to this so please do not ask.

Confidentiality/Security Statement

We at Sprue Brothers Models LLC understand your concerns about the security of online transactions. Therefore, our site is equipped with the most advanced Secure Socket Layer (SSL) technology available to ensure the privacy of any information you submit through this site.

We do not provide, share, sell or rent your e-mail address, phone number, address or any payment information to any other company or individual.

Conditions of Use

Use of Software - If you download software from this Site ("Software"), use of the Software is subject to the license terms in the Software License Agreement that accompanies or is provided with the Software. You may not download or install the Software until you have read and accepted the terms of the Software License Agreement.

User Submissions - Any material, information or other communication you transmit or post to this Site will be considered non-confidential and non-proprietary ("Communications"). Sprue Brothers Models LLC will have no obligations with respect to the Communications. Sprue Brothers Models LLC and its designees will be free to copy, disclose, distribute, incorporate and otherwise use the Communications and all data, images, sounds, text, and other things embodied therein for any and all commercial or non-commercial purposes. You are prohibited from posting or transmitting to or from this Site any unlawful, threatening, libelous, defamatory, obscene, pornographic, or other material that would violate any law.

Links to Other Web Sites - Links to third party Web sites on this Site are provided solely as a convenience to you. If you use these links, you will leave this Site. Sprue Brothers Models LLC has not reviewed all of these third party sites and does not control and is not responsible for any of these sites or their content. Thus, Sprue Brothers Models LLC does not endorse or make any representations about them, or any information, software or other products or materials found there, or any results that may be obtained from using them. If you decide to access any of the third party sites linked to this Site, you do this entirely at your own risk.

Disclaimer - THE MATERIALS PROVIDED AT THIS SITE ARE PROVIDED "AS IS" WITHOUT ANY WARRANTIES OF ANY KIND INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT OF INTELLECTUAL PROPERTY. Sprue Brothers Models LLC further does not warrant the accuracy and completeness of the materials at this Site. Master-modelna.com may make changes to the materials at this Site, or to the products and prices described in them, at any time without notice. The materials at this Site may be out of date, and Sprue Brothers Models LLC makes no commitment to update the materials at this Site. Information published at this Site may refer to products, programs or services that are not available in your country. Applicable law may not allow the exclusion of implied warranties, so the above exclusion may not apply to you.

Limitation of Liability - IN NO EVENT WILL Sprue Brothers Models LLC, ITS SUPPLIERS, OR OTHER THIRD PARTIES MENTIONED AT THIS SITE BE LIABLE FOR ANY DAMAGES WHATSOEVER (INCLUDING, WITHOUT LIMITATION, THOSE RESULTING FROM LOST PROFITS, LOST DATA OR BUSINESS INTERRUPTION) ARISING OUT OF THE USE, INABILITY TO USE, OR THE RESULTS OF USE OF THIS SITE, ANY WEB SITES LINKED TO THIS SITE, OR THE MATERIALS OR INFORMATION CONTAINED AT ANY OR ALL SUCH SITES, WHETHER BASED ON WARRANTY, CONTRACT, TORT OR ANY OTHER LEGAL THEORY AND WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IF YOUR USE OF THE MATERIALS OR INFORMATION FROM THIS SITE RESULTS IN THE NEED FOR SERVICING, REPAIR OR CORRECTION OF EQUIPMENT OR DATA, YOU ASSUME ALL COSTS THEREOF. APPLICABLE LAW MAY NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.

Applicable Laws - Sprue Brothers Models LLC makes no representation that materials at this Site are appropriate or available for use outside the United States, and access to them from territories where their contents are illegal or prohibited. You may not use or export or re-export the materials at this Site or any copy or adaptation in violation of any applicable laws or regulations including without limitation U.S. export laws and regulations. If you choose to access this Site from outside the United States, you do so, on your own initiative and are responsible for compliance with applicable local laws. These Terms will be governed by and construed in accordance with the laws of the State of MIssouri, without giving effect to any principles of conflicts of laws.

General - Sprue Brothers Models LLC may revise these Terms at any time by updating this posting. You should visit this page from time to time to review the then-current Terms because they are binding on you. Certain provisions of these Terms may be superseded by expressly designated legal notices or terms located on particular pages at this Site.

 

Please feel free to contact us at sales@spruebrothers.com if you have any questions.