Emails / Emails Not Received
Please be aware that we send you two emails for each order placed: the Order Confirmation email (sent when order is placed) and the Shipping Notification email (sent when we process/ship your order). If you are not receiving either or both of these email (or any other emails such as responses to emails sent to firstname.lastname@example.org, this likely means either your ISP is blocking them; they are in your spam folder; or your spam filter settings may be set too high (this is particularly an issue with AOL and Earthlink/Mindspring email accounts).
New Payment Method Accepted: Pay with Amazon
For your convenience, we are now accepting payments via Pay with Amazon. To pay for an order with Pay with Amazon, just click on the Pay with Amazon logo located at the bottom right of the shopping cart page (next to the Checkout with PayPal button).
New SkyPost Shipping Option for Brazilian Customers
Sprue Brothers is now offering a new shipping service to Brazil - SkyPost. This shipping method should be faster, and lower cost (for packages up to 5 lbs) as compared to equivalent services from the US Postal Service. For more information about this shipping method, please CLICK HERE.
FedEx Shipping Option Discontinued Effective January 19, 2015
Please be advised that FedEx Ground/Home Delivery will no longer be offered as a shipping option after this week (week of Jan 12). This decision was not made lightly but was done in light of continued significantly disproportionate service (delivery) issues as compared to the service our customers have been receiving from UPS and USPS. Any packages that have FedEx selected that have not yet shipped after Jan 16 will be switched to UPS when they do ship.
Important Shipping Rates News for UPS and FedEx - Please Read (Jan 1, 2015)
We are that time again where our shippers (UPS and FedEx) raise their shipping rates. Rates going up have been an annual event since we have been in business, but there is one BIG change this year that both UPS and FedEx are implementing effective Dec 29 and Jan 5, respectively, that everyone should know about – charging shipping rates based on Dimensional Weight (aka DimWeight). For all essential purposes, DimWeight is the system of charging shipping cost based on the size of the package rather than the actual weight of the package. Although DimWeight is not a new concept, packages under 3 cubic feet (which is most of our outgoing packages) have been exempt from DimWeight until now.
What this means to us:
What this means to you:
This is the reason we started the Lowest Cost Available shipping option (for USA only at this time) earlier this autumn. This will allow you to tell us that you want us to select the shipping method that is the lowest cost available for your order. For more details on this shipping option, please click here.
Please note that what we charge for shipping is completely unchanged in the 10+ years we have been in business – a shipping cost based on the actual cost charged to us (we do not make any profit on shipping – in fact every year we pay out more in shipping related charges that we collect due to the system not being perfect, and if not correct, it is almost always an undercharge).
New Shipping Option (for USA) - Lowest Cost Available
The "Lowest Cost Available" shipping option has the Sprue Brothers staff select the lowest cost shipping available for your order. The shipping method used could be any method including (and no limited to) USPS 1st Class Mail, USPS Media Mail, USPS Parcel Select, USPS Priority Mail, UPS Ground, or UPS SurePost. At this time, this method is only available to US shipping addresses.
What does "In Stock" mean to us?
Our definition of "In Stock" means that the item is actually in our warehouse (not at our distributors'/suppliers' warehouse) and is ready to immediately ship to you.
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We have been receiving a lot of inquiries lately regarding whether we actually have something in stock as our website indicates. This is likely due to the practices of other online hobby stores who have a different definition of what "In Stock" means. In case you are not familiar with our business practices, we use a real time inventory system that shows (accurately and live/in real time) what is available for sale and how many. It automatically and instantly updates the available quantities after each order is successfully placed.
Also, our definition of "In Stock" means that the item is actually in our warehouse (not at our distributors'/suppliers' warehouse) and is ready to immediately ship to you. Thus if you order from us, you will reliably and quickly receive what you order. On a side note, we are also human, so on rare occasion something could be in error, however our error rate in 2009 to-date has well been less than 0.1%.
(May 14, 2007) - Please be advised that the US Postal Service has discontinued Surface Mail service. As a result any restricted shipping items (mainly certain glues and paints) we will no longer be able to ship outside the USA.