FAQ

Here you will find all the most commonly asked questions we get.

SHIPPING FAQ

How long will my order take to arrive?

If a product is in stock your order will normally ship within 48 hours. PLEASE make sure to note if an item is backordered or pre-order before reaching out to us to inquire about an order status.

Shipping times very widely, also please note that COVID is still affecting these.

UPS Ground normally takes between 5-7 days
UPS International is often 10-12 Days
USPS Priority mail is 10-12 Days
USPS to Canada is 12-15 Days

Why didn't I get an email confirmation?

Our system will send out an automated email whenever you place and order, or when your order ships. Please not that if you use Hotmail it may prevent any of our emails getting through and you’ll need to manually log in and check the status of your order.

Do you ship to APO/AFO Addresses?

YEP! If you select any USPS option at checkout we can ship to an APO. At this time UPS does not ship to APO or AFO addresses.

UPS/Fedex is saying I owe them money in order to release my shipment? I already paid shipping?

UPS and Fedex will charge a brokerage fee upon arrival in some countries, this is NOT something we have control over. If you return or refuse your shipment you will be refunded the price of the kits MINUS any shipping costs and fees we are charged (This can sometimes be close to the entire cost of the order). Please understand this when ordering to addresses outside the USA and its your responsibility to understand all of these factors.

What does back ordered mean? I placed an order and want to know how long it will take to ship.

Backordered means we don’t have any of those kits currently in stock. Normally it will take a couple of weeks to get things cut, packed and shipped out if we’re busy, but please note that if we are experiencing high order volumes, additional delays can happen. We always try our best to keep lead times down as much as possible, but we process shipments in the order they are received.

Where can I find my tracking number?

You can find your tracking info in your shipping email, or you can log into your account and get the tracking info there!

Why don't you ship to my country!?

Currently we are only able to ship to a small range of countries. As our company grows, this may change.

My order arrived damaged! Or my order never arrived at all!

Oh no! Don’t worry though! Just contact us and we’ll sort it out with you. If it arrived damaged it is very important that you keep the box and take photos prior to opening. We will have to run a claim through UPS and these photos help! We cannot and WILL NOT issue a refund unless you provide us with photos of any damaged products as well as the damaged box.

If your order has gone missing, we will need to make sure to contact the shipping service and follow their guidelines on missing mail. We will always work with you to sort out a replacement or a refund where possible.

If you have provided us with an incorrect address we will not be responsible for issuing any refunds or replacement items. You will need to take it up with the shipping carrier.

The claim process can take 10-15 Days. We are unable to ship any replacements or issue refunds until the process has been completed.

I don't want to pay the high shipping fees, I have a friend/I am visiting the USA, can I have items shipped to me while I'm in the country?

Sure! We can ship things to anywhere in the USA. However if you have any issues with your order (missing parts, broke/damaged items etc) we cannot ship them to you at your international location. You will need to cover the shipping costs yourself.

GENERAL FAQ

I want to stock your items in my store! Can I?

The answer to that question is, MAYBE?

Don’t Look Back is available from Hit Point Sales. Any of our other products are done on a case by case basis. Feel free to contact us and we’ll do our best to help.

I found an issue while assembling one of your kits!
I'm missing a part!

Sometimes things get left out or we have an issue with a kit we didn’t catch before sending it out into the world. If this happens, and you have any issues with one of our products, contact us and we will 100% make it right!

My kit didn't come with instructions? What gives bro?

We choose to host all our instructions online. This is simply to save a bit of money and make it easier for people to access them before they buy (so they can see how complex a kit is). You can find the instructions page here!

Can you please make -insert idea here-!?

We LOVE getting requests or ideas from our customers. Best place to pitch us ideas is in our discord server here!

Can I buy a kit unpainted?

Nope!

3D PRINTING FAQ

How can I use these files?

Print and use them at home, dont sell the file, dont send it to your friends, dont upload it to anywhere else on the internet.
– Dont sell the files
– Dont Sell Prints
– Dont alter the files in any way
– Dont Print and sell casts

Can I upload or send your files off to a 3rd party printing company

Unfortunately, no. This is a really tricky one for us since a lot of you dont have printers at home. Right now, our files are for personal HOME use only. This means you may not contract an outside printing company to print them for you. Even if its your bestest buddy in the world and hes doing it for free.

Can I print and sell your files?

NOPE! We don’t allow commercial printers to print our items sorry. We offer our STLs as resin kits instead.

My kit didn’t come with instructions? What gives bro?

We dont do instructions for 3D printed products

I ordered this digital product by mistake, refund me!

No can do. Due to the nature of digital products we can not refund any purchases that contain STL files. Even if you placed it by accident. We have made it very clear on every product that it's a digital file only.

What printer should I use?

Most of our files state what type of printers are best used, our buildings are designed for FDM printers and our furniture is designed for resin printers.

MINIATURES FAQ

What are your miniatures made from?

All of our miniatures are cast in high quality resin.

Do miniatures require assembly?

Some do, and some dont. Almost all our miniatures will need some cleanup to remove minor flash and sprues. We also recommend washing them before painting to remove any mold release.

Do miniatures come painted?