Frequently Asked Questions
Welcome to the Traxass Model Gear Shop FAQ page. We’ve compiled answers to the most common questions about our products, shipping, payments, and more. Can’t find what you’re looking for? Contact our customer service team at [email protected].
About Our Products
Q: What types of modeling products do you specialize in?
A: We specialize in premium modeling supplies for scale modelers, miniature painters, and hobbyists. Our product range includes model paints (AK Interactive, Abteilung 502, Mission Models, Revell), airbrushes, adhesives, precision tools, building materials, and weathering products. Whether you’re working on historical dioramas or tabletop miniatures, we’ve got the specialized tools you need.
Q: How do you ensure the quality of delicate items like airbrushes and paint bottles?
A: Every fragile item is packed with custom foam inserts and reinforced boxes, marked with special “Fragile” labeling. Our team in Glendale, Arizonaâfellow modelers themselvesâpersonally verifies each item before shipment to ensure it meets our high standards.
Q: Do you carry rare or specialty paint colors?
A: Yes! We pride ourselves on offering an extensive selection of model paints, including specialized weathering colors and limited edition shades from top brands like AK Interactive and Abteilung 502. Can’t find a specific color? Contact usâwe may be able to special order it for you.
Ordering & Account Questions
Q: How can I track my order?
A: Once your order ships, you’ll receive a confirmation email with tracking information. You can monitor your package’s journey from our Arizona warehouse to your workshop door through our trusted carriers (DHL, FedEx, or EMS).
Q: Can I combine multiple orders to save on shipping?
A: Absolutely! If you’ve placed separate orders within 24 hours, contact us at [email protected] and we’ll happily combine them to optimize your shipping costs.
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, JCB, and PayPal for secure, hassle-free transactions. All payments are processed through our encrypted checkout system for your protection.
Shipping & Delivery
Q: What are my shipping options?
A: We offer two reliable services:
– Standard Shipping ($12.95): 10-15 day delivery via DHL/FedEx with tracking
– Free Economy Shipping: For orders over $50, 15-25 day delivery via EMS
– Standard Shipping ($12.95): 10-15 day delivery via DHL/FedEx with tracking
– Free Economy Shipping: For orders over $50, 15-25 day delivery via EMS
Q: Do you ship internationally?
A: Yes! We proudly serve modelers worldwide, excluding parts of Asia and select remote areas. All international shipments are properly declared to minimize customs surprises.
Q: How long does order processing take?
A: Orders typically process within 1-2 business days. For time-sensitive projects, we recommend ordering early in the week. Need something urgently? Contact usâwe’ll do our best to accommodate special requests.
Returns & Exchanges
Q: What’s your return policy?
A: Not completely satisfied? You have 15 days after delivery to initiate a return. Items must be unused and in original packaging. Contact our customer service team to start the process.
Q: What if I receive the wrong item or a damaged product?
A: We apologize for any inconvenience! Contact us immediately at [email protected] with photos of the issue. We’ll arrange for a replacement or refund and cover return shipping costs for our errors.
Q: Can I exchange paint colors if I chose the wrong shade?
A: Due to the specialized nature of model paints, we can only accept unopened, factory-sealed paint bottles for exchanges within the 15-day return window.
Product-Specific Questions
Q: Are there restrictions on shipping paints internationally?
A: Most of our model paints can be shipped globally, but some destinations may have restrictions. We recommend checking with local customs if unsure. Our team properly declares all paint shipments according to international regulations.
Q: How should I store my modeling paints after delivery?
A: For optimal results, store paints in a cool, dry place away from direct sunlight. Most acrylic model paints perform best when stored between 50-77°F (10-25°C). Shake well before use after storage.
Q: Do you offer guidance for beginners in model building?
A: While we focus on providing premium tools and materials, our customer service team includes experienced modelers who can offer basic advice on product selection. For detailed techniques, we recommend checking out manufacturer tutorials or modeling communities.
Still have questions? Our team of fellow modelers is always happy to help! Reach us at [email protected] or visit our website to explore our precision tools and materials.