Frequently Asked Questions
What shipping methods are available?
We offer a flat shipping fee of $13.50 via UPS within the United States. For international packages, the shipping costs vary and will be calculated based on your address you enter at the checkout page.
Please allow up to 5 business days for arrival within the United States. Orders shipped to any destination other than the US usually takes between 5-10 business days, but may take longer due to packages being held by customs.
I’ve waiting a long time for my package, what’s happening?
Packages shipped outside of USA can take a lot longer time due to them being held by your country’s customs. This is something we cannot speed up. Usually customs takes between 3-5 business days, but on rare occasions it can be longer than this.
Where are the packages sent from?
Packages shipped from our warehouse in California, USA.
We ship via UPS which provides secure and easy trackable methods of shipping. If your package gets lost in transit we will do everything we possibly can to assist you. We cannot be held responsible for packages once proof of delivery is generated. Once the carrier has hold of the package we cannot be responsible for delivered items that have been lost or stolen.
Do I need to pay customs if I live outside of the United States?
This varies depending on where you are located. We highly recommend that you check with your local post office regarding customs duty for packages arriving from the United States.
In compliance with the law, we will declare the correct value on all customs forms.
What payment methods does Racing Heroes accept?
We accept Visa, MasterCard and American Express cards. All our orders are handled by Stripe.
At Racing Heroes, your personal online security is important to us. Your order will be processed via a secure server and the personal information you submit to us will be completely protected.
Can I cancel or modify my order or address?
If you have any modification requests or need to cancel, please contact us as soon as possible after placing your order. We cannot guarantee that we will be able to cancel or modify your order, but we will try our best to accommodate all requests.
How do I make a purchase?
If you know what you are looking for, use the “Shop” link. You can also shop by searching for a specific car by clicking on the “Search” icon on the upper right corner.
You may select your desired product and select the “Add to Cart” button.
Review the items in your shopping cart by selecting the “Cart” icon link at the top of the page. You can use the “X” icon on the left of a product in the cart to remove the item from your shopping cart.
Click on “Proceed to Checkout” or “Check out with Paypal” to complete your order.
Where is my order?
Once your order has been dispatched, you will receive an email containing a tracking number. Please allow up to 10 business days for delivery within the US. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Please note that we do not process or ship orders on Saturday, Sunday, or on US bank holidays. Orders placed on these days will be processed the following business day. Racing Heroes is not responsible for any delays caused by the shipping carrier.
Do I need an account to place an order?
You don’t need an account to complete a purchase. However, if you register with us you will be able to enjoy the following benefits through your Racing Heroes account:
-Save your address and card details for faster shopping
-View your order history
Will my model be inspected?
On rare and out-of-production models, it is our practice to inspect the models prior to shipping to ensure there are no defects or issues with the product. This will mean that the product box will be gently opened. If you’d like us to waive this inspection, please let us know in the notes section during checkout.
Do you offer returns?
We take pride in the exceptional quality of our products. If for any reason you are not completely satisfied with your Racing Heroes purchase you may request a return and send your item(s) back to us within 14 days of receiving your order. Please email us with your name, order number, and a detailed note, and we will send you a personalized return label. Merchandise must be in original condition and returned in original packaging with a copy of the invoice.
Upon receipt of properly returned merchandise, we will notify you via email and your refund will be processed within 10 business days. Refunds may only be issued to the credit card or PayPal account used to make the original purchase.
Racing Heroes does not support pre-paid international return labels at this time. All international sales are final. Please contact firstname.lastname@example.org if you need further assistance.
We suggest that you return your original purchase for a full refund before ordering a new item. Please follow the directions under “Returns.”
Once the return parcel has been processed, and your refund issued, you can then reorder whenever is convenient, receiving complimentary free shipping.
When can I expect my refund?
Please allow 1-2 weeks for the refund to appear in your account. We’ll send you an email once the returned item(s) have been received and your refund has been processed. Your refund will either be issued to the original payment method used to place the order, or as Racing Heroes store credit.
How many inches is a scale 1:18 model car?
Approximately 10 inches long.
Do the model cars come assembled?
Yes, the model cars come fully assembled.
Are the model cars suitable toys?
The model cars have been crafted with quality materials, meticulous attention to detail, precise manufacturing, careful handcrafting, and have been elegantly finished. Due to their high level of detail and authentic materials, they are extremely fragile. While the cars are meant to be enjoyed and appreciated, we recommend that they be treated gently and handled with the utmost care. Careless engagement may lead to damage.
I am looking for a particular car model, do you have it?
If you are looking for a particular car model that you can’t find here, please contact us at email@example.com and we will let you know if we can get it.
I failed to sign for or pickup my order!
We ask UPS to require a signature on orders over $500. If you were not present to sign for the delivered order, or subsequently pick up your item(s) from the Post Office, UPS will return it to us after 30 days. We cannot be held responsible for these packages and are unable to offer complimentary shipping should you wish for us to resend the order. Once we have received the return, we will keep the order on hold for 2 weeks.
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