Faqs

We want to make your shopping experience as smooth and enjoyable as possible. We understand that you may have questions, so we've compiled a list of our most frequently asked questions below.

What materials are Metal Earth® kits made of?
Metal Earth® kits are made from high-quality steel sheets (coated to help resist tarnishing), with intricate details and parts cut from one or more steel sheets. Some kits also use brass and there is a range of colored models.

What are some tips for building Metal Earth® kits?
For easier removal of parts from the sheet, use tin snips/clippers. Tweezers or needle nose pliers are highly recommended during assembly. Plan out and understand how parts will come together. It's important to avoid excessively folding any piece back and forth along a fold line, as this can weaken or break the piece.

How can I find instruction sheets for Metal Earth® kits online?
Instruction sheets are available on the kit’s product page. Simply search for the kit you’re looking for and download or view the instructions on the product page. Also, each packaged kit includes a printed instruction sheet.

What is the difficulty level of Metal Earth® kits?
Metal Earth kits are classified according to their level of difficulty, which is indicated on both the product page of our website and the back of the packaging. The difficulty level is determined by various factors, including the number of pieces, estimated build time, and complexity of the assembly process.

The difficulty levels are as follows:
Easy (Beginner): May be completed within 1 hour.
Moderate (Semi-Casual builder): Contains more pieces and/or a larger scale. May be completed within 2 hours.
Challenging (Casual builder): Requires at least 3 hours for completion.
Expert (Experienced hobbyist): Requires a build time of 5 hours or more.

Are replacement parts available for damaged or missing pieces in Metal Earth® models?
Sure! Fascinations (makers of Metal Earth® model kits) is happy to mail out replacement parts. Please send a request to them directly via this link: https://www.metalearth.com/help

How can I activate voucher codes?
To activate a voucher code, enter the code into the “Got a promotional code? Enter your coupon here” field during checkout, which can be found under the “Shipping Estimate” section.

How do I find the status of my order?
You may check the status of an order by going to our order status lookup page. Click here to view the status of your order.

Can I cancel my order?
If you need to cancel your order, please contact us as soon as possible. If your order has not yet been processed, we might be able to cancel it or make additional adjustments. However, if your order has already been processed or is in Processing status, it may not be possible to cancel it. If you have any concerns about your order, please contact us directly.
If your order was cancelled, first check the validity of your payment method. If your payment method was valid and your order was cancelled without explanation, please contact us directly. Automated cancellation due to security concerns is the most likely reason, but we can manually confirm the order for you. Please note we highly recommend using PayPal for international orders.

What payment methods do you accept?
We accept PayPal and secure electronic credit card payments.

Can I add gift wrapping to my order?
Yes, you can add a personal touch to your gift by choosing our gift wrapping service. Your recipient will be delighted with a beautifully wrapped package that shows how much you care. Additionally, you have the option to add a personalized note for your gift order, which will be included with the package.

How can I stay up-to-date with your latest arrivals?
Stay up-to-date with our latest arrivals by following us on social media and subscribing to our newsletter. We regularly send out newsletters to inform our subscribers about new kits as soon as they become available.

What is your returns policy?
Our returns policy covers two scenarios.
Firstly, if we ship you the wrong item or if it arrives defective or damaged, we will work with you to quickly exchange the item. You can also return a product for a refund, exchange, or store credit within 30 days after your order has been shipped. However, it's important to note that all returns must be accompanied by a Return Merchandise Authorization number (RMA #). Additionally, the returned merchandise must be in a "new" (resalable) condition, as judged by us, and include all the original packaging, accessories, manuals, and other relevant documentation, where applicable.
Secondly, if you change your mind or order the wrong item, we provide the option for a refund or store credit for your purchase (minus any shipping and handling fees) within 30 days after your order has been shipped. A Return Merchandise Authorization number (RMA #) is required. The merchandise being returned must also meet the condition of being in a "new" (resalable) state, determined by us, and include all the original packaging, accessories, manuals, and other relevant documentation, where applicable.
Please note that select products may be subject to a 15% restocking fee for returns. Additionally, items labeled as "non-returnable," "clearance," or "close-out" cannot be returned. If you have any further questions or need more information about our returns policy, please feel free to contact us.

Do you include customs fees in shipping charges?
Customs fees are not included in your shipping charges, and we cannot mark orders as gifts. We are required to list the retail value on the commercial invoice for any items included as a gift with purchase. We do not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay customs fees. If you experience delays in shipping, it is likely due to customs clearance, and you will need to contact your customs agency for more information. No refunds shall be made for international shipments that are refused for any reason, or returned to us due to an invalid/incomplete or otherwise undeliverable address. We will ship to the address you provide when placing your order, so please enter your address details accurately.

We hope this FAQs page has been helpful in answering your questions. If you have any other questions, please do not hesitate to contact us directly through www.innovatoys.com