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About Us

Waffle Collectibles LLC is one of the largest online US model airplane retailers in the country. We carry a wide variety of airplanes which is shown via the website.

If a model is not listed, it is currently not available. We receive monthly or bi-monthly restocks from most manufacturers so please be sure to continue to check the website if a common item is sold out.

We are a home based business with a dedicated shipping department to get your models out quickly and efficiently. We ship six days a week and normally reply to emails within 24-48 hours 7 days a week. Email is the best way to get a response, however please read through this entire FAQ before sending an email.

I want to first off apologize for the strict policies below, but in order to keep costs low and to avoid any headaches I want you to understand the policies BEFORE you order, this way we are on the same page and it’ll save us both the future headaches.

I would like to thank you for your business and hopefully you’ll be receiving your planes shortly.

Payment Policies

Payment Methods - We PREFER standard credit card processing which accepts all major credit cards : Visa, MasterCard, American Express, JCB and Discover. In addition, we also offer Paypal for your convenience.

Unfortunately we cannot accept any other payments, including cash, check, Western Union or money orders. The system is 100% automated and your credit card is processed at the time of placing order. This is to reduce fraud prevention and to expedite the processing of your order once the items have arrived.

Pre-Orders

Pre-Order Policy - The definition of a pre-order means that the item is NOT YET IN-STOCK. The model may ship in one week, or it may ship in eight months. Please DO NOT ASK when a pre-order item will arrive. The factories do NOT tell the distributors, the distributors DO NOT tell the retailers. I get a bill usually about a week before they arrive, I pay the bill and the models show up. Anything more then that I really honestly DO NOT HAVE A CLUE. So therefore, If you do not want your items to wait for the pre-order item, then it is recommended that your post the orders separately so the in-stock items are not delayed. Shipping orders separately will be handled on a case by case basis, however if it is deemed unreasonable for any rhyme or reason or if your credit card is not on file, it will not be shipped until completed.

Special Order Policy: The definition of a Special Order item that "Usually Ships in 2-3 weeks" is as follows. These items are not in-stock and are ordered specially for you from the distributor. We place orders usually on a bi-weekly basis with multiple distributors, however this time can vary, hence why we state "usually ships in 2-3 weeks". With that said, with the economic downturn many distributors have reduced inventory they carry on hand, so it make take up to 6 months or more for the items to arrive from overseas depending on their shipping schedule. Please do not order these items if you are on a tight time schedule to receieve your item. If you would like to cancel a Special Order item please refer to the cancellation policy below.

Shipping

Shipping Prices: All shipping is calculated through the USPS & FedEx APIs based on the estimated weight of your parcel which is calculated at checkout. These prices can vary depending on your zip code or country and is to offer you the most reasonable shipping price available. All shipping is pre-determined at checkout. The price of shipping will vary on the method of shipping and the destination. Please do not ask how much shipping will be, as it can vary greatly between items. If your actual shipping is higher then what is quoted, within reason, we will not charge you the difference. If the shipping is more than 25% of the actual shipping cost we will downgrade the shipping, and refund you any difference. The price you agreed on for shipping on checkout is the price you agreed upon, there is no refund for any excess shipping charges as these are put into a fund to pay for any additional shipping charges, shipping supplies and service fees.

Domestic Orders - We offer a wide variety of shipping methods for domestic orders. We offer both USPS and FedEx with a variety of options such as Express Mail, Priority Mail, Overnight, 2Day, Ground etc. FedEx comes with guaranteed tracking posted on the website. FedEx & USPS Express Mail are the only GUARENTEED mailing services, PRIORITY MAIL IS NOT A GUARENTEED MAILING SERVICE AND SERVICE TIMES MAY VARY!!

International Orders - We ship worldwide, and for these services we offer a wide variety of shipping options which are offered in the checkout shopping cart from both the United States Postal Service & FedEx. Shipping is calculated by weight, which is done automatically on checkout. FIRST CLASS & PRIORITY MAIL INTERNATIONAL MAIL ARE NOT TRACKABLE AND ARE NOT A GUARENTEED SHIPPING SERVICE. ANY ITEMS SHIPPED VIA USPS FIRST CLASS INTERNATIONAL OR PRIORITY MAIL INTERNATIONAL IS AT BUYERS RISK. WAFFLE COLLECTIBLES LLC WILL NOT BE RESPONSIBLE FOR ANY LOST PARCELS SHIPPED WITH THIS SERVICE!

The buyer is responsible for any import and or customs fees of their native countries. Any parcels that are rejected, refused, or non-reclaimed will be considered "lost" and they are not the responsibility of Waffle Collectibles LLC.

We will not respond to questions regarding shipping, and you will be guided to the FAQ.

Lost Orders

Lost Orders - USA - If your order does not arrive within 20 days after we notify you that it was sent then please let us know. All US orders are sent either via USPS Priority Mail or FedEx . All models have tracking numbers which are kept on file for 45 days before they are disposed.

Lost Orders - International - If you chose to have your package insured then we will file a claim on your behalf after 90 days post mailing. If you do not purchase insurance, we will do our best to accommodate your lost parcel. Unless insurance is purchased ALL orders are shipped at BUYERS own risk. Upon claim clearance, your order will be resent to the best of our ability. Any items not in stock you will be offered either store credit or a refund.

Order Tracking

Tracking – Any information about tracking can be found under the MyAccount section of the website.

Order Delays / Out of Stock

Our inventory is 100% managed online, which means that 99% of the time what is shown online and states “Usually Ships in 24-48 hours” is in fact true and will ship out in that time frame. However, unfortunately at times models are damaged or misplaced. When this occurs we will first attempt to locate the model through other distributors and/or retailers. This can cause a delay of a few weeks. Unfortunately due to the high volume of orders you will not be notified of any delay pre-emptively. I apologize ahead of time for any delays and issues this may cause. If the order is no longer available and cannot be sourced you will be issued a full refund of the model. If there order is combined it will ship without the model and you will be refunded appropriately.

Discount Codes

There are a multitude of discount codes that are to promote a special line of products, a special sale or given especially to certain loyal buyers. All discount codes have certain restrictions that the user is informed about either via email, newsletter, or any appropiate communication method. Any abuse or willful disregard of these restrictions will inccur a 50.00 service charge that will be deducted from your order and then refunded appropiately. I take the abuse of discount codes very seriously, and it will NOT be tolerated.

Damage & Defects

We offer a 7 day time period after receipt of the order to inform us of order discrepancies, damages, or defects. If there is a mistake on our part or a noticeable manufacturer defect (that is NOT a SALE item) we will either give you a refund or replace the item at your discretion upon return of the item which must be post-stamped within 5 BUSINESS DAYS upon approval of returning of the item. Return shipping is the responsibility of the buyer and Waffle Collectibles LLC will not pay for return shipping. In addition, original shipping costs will NOT be refunded whether your order has shipped or NOT shipped.

Any and all damages that occur after your order leaves here are covered only if you opted to pay the third party insurance fee which is handled through Fireman's Fund, FedEx default insurance, or for full Global EMS default insurance, otherwise Waffle Collectibles LLC takes no responsibility whatsoever for any broken, loose or detached parts that may or may not result in damage to any merchandise received from Waffle Collectibles LLC. All returned items must be authorized by us via email first and sent back with appropriate packing material in the same manner that you received it from us.

Models are NOT returnable for the following reasons:

1. Cockpit placement either too high or too low, however, smudged or non-standard defective printing is considered a defect.
2. Dragon Wings models arriving with gear fallen out since it is designed to be easily removed.
3. Mis-printed registrations. OH-LGY instead of OH-LGV or other mis-prints even if altered slightly from as advertised.
4. Any issue that is not noticeable under normal lighting and viewing conditions with the naked eye. For example, the color should be “blue-green” instead of “turquoise”.
5. Models with tightly or loosely fitting parts. A touch of white Elmer's glue or a little gentle force will ALWAYS resolve this.
6. Models that have gears that are "too short" or "too tall" whether they be a nose gear, main gear, or gear of any sort.
7. Models may not be returned because a box description is slightly off, or is different generic box, or is packaged differently for ANY reason. Boxes are to protect models and to store them, this is NOT a box retail website. Crushed corners, flaps, creases or any damage to the actual box itself is NOT ground for RETURNS for ANY reason. 
8. GSE vehicles that are not included or do not move in a fully functional manner.


For the avoidance of doubt, unless otherwise stated, all sale items (excluding Certified Pre-Owned) are sales final and cannot be returned or exchanged for any reason. These items are sold AS-IS and are SALES FINAL.


Cancellations

If you have completed and placed the order and decide you do not want part or all of it then we will accept it as a RETURN, even if the order has NOT been shipped. If it has been shipped you can send it back if you send it back to us via the same shipping method and protection that you received it from us. Model MUST be in the same condition as when it was originally sent out. The return must arrive here within 14 days from the date that you received the model from us. We will credit you the cost of the model minus any conditions per above PLUS a 15% restocking fee whether the model has or HAS NOT shipped. SHIPPING COST WILL NOT BE REFUNDED!

1. Pre-Order (-PR) – Any item that is “pre-ordered” that already has an order placed with the distributor for such model will be cancelled with a 25% cancellation fee.
2. “Usually Ships in 2-3 Weeks” –Any item that is “special order’ which contains a –PR or -ADI on the code & states “Usually Ships in 2-3 weeks” will be cancelled with a 50% cancellation fee.
3. Sale Items – Each sale will state whether or not an item can be returned or will be defaulted to the standard policy of sales final for all sale items if there is no stated policy under the individual sale, which includes scratch & dent items. If you cancel an order containing any sale item it will be cancelled with a 50% cancellation fee IF the order has not yet been processed.


Privacy Policy

What information do we collect?

We collect information from you when you register on our site, place an order or subscribe to our newsletter.

When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address, phone number or credit card information. You may, however, visit portions of our site anonymously.

What do we use your information for?

Any of the information we collect from you may be used in one of the following ways:

; To personalize your experience
(your information helps us to better respond to your individual needs)

; To improve our website
(we continually strive to improve our website offerings based on the information and feedback we receive from you)

; To improve customer service
(your information helps us to more effectively respond to your customer service requests and support needs)

; To process transactions

Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.


; To administer a contest, promotion, survey or other site feature


; To send newsletter emails


Note: If at any time you would like to unsubscribe from receiving future emails, If at anytime you would like to unsubscribe from future mailings you can simply login to your account and in the MyAccount section, Change Your Details, Upgrade/Downgrade and click Customer No Email. Then you will no longer receive emails from us!! In addition you can simply email sales@wafflecollectibles.com with PLEASE REMOVE in the title with your email address on file and your account will be deleted within 3 business days. .



How do we protect your information?

We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information.

We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to?keep the information confidential.

After a transaction, your private information (credit cards, social security numbers, financials, etc.) will be kept on file for more than 60 days in order to process future orders or make amendments to pending orders..

Do we use cookies?

Yes (Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information

We use cookies to help us remember and process the items in your shopping cart.

Do we disclose any information to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

California Online Privacy Protection Act Compliance

Because we value your privacy we have taken the necessary precautions to be in compliance with the California Online Privacy Protection Act. We therefore will not distribute your personal information to outside parties without your consent.

As part of the California Online Privacy Protection Act, all users of our site may make any changes to their information at anytime by logging into their control panel and going to the "MyAccount - Edit Account" page.

Childrens Online Privacy Protection Act Compliance

We are in compliance with the requirements of COPPA (Childrens Online Privacy Protection Act), we do not collect any information from anyone under 13 years of age. Our website, products and services are all directed to people who are at least 13 years old or older.

Use of Personal Name

By subscribing to an accounnt on Waffle Collectibles LLC, any employee may contact the user and use and acknowledge them, by either their first OR last name with the appropiate pre-fix. This can occur either via email, telephone or public forum located on or off the WaffleCollectibles.com server. If you do not wish to be named by either your first or last name, please refer to the UNSUBSCRIBE section, to have your account informated deleated.

Online Privacy Policy Only

This online privacy policy applies only to information collected through our website and not to information collected offline.

Your Consent

By using our site, you consent to our online privacy policy.

Changes to our Privacy Policy

If we decide to change our privacy policy, we will post those changes on this page.


Copyright 2008-2013 Waffle Collectibles LLC. The website, content, design and pictures are property of Waffle Collectibles LLC and may not be
reused, redistributed, or reproduced in any context without the prior written consent of Waffle Collectibles LLC. All rights reserved.
Waffle Collectibles LLC 19662 Chinotto Lane Riverside, CA 92508 email: sales@wafflecollectibles.com
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