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Frequently Asked Questions

If you need to contact us about a missing delivery or if you have any questions, please email us on customerservice@eaglemoss.com or call us at 1-800-261-6898 (8am-10pm EST, 7 days a week)

  

  

Q What types of payment can I use?

A We accept Visa, Mastercard, American Express, Discover, and Paypal. In order to use a credit or debit card, you will need to have a US billing address.

  

Q Do you ship to Canada?

A At this time, we can only ship within the United States.

  

Q What delivery options are there?

A We offer 2 delivery options. Standard (3-10 business days) and Expedited (3 business days). Please allow 2 business days for processing prior to shipping. Unfortunately, delivery times are not guaranteed. (These time frames do not apply to Alaska, Hawaii and Puerto Rico. See further details here)

  

Q Do you offer free shipping?

A Orders over $60 qualify for free standard shipping. Orders over $200 qualify for free expedited shipping. Unfortunately, free shipping is not available for Alaska, Hawaii and Puerto Rico.)
Eaglemoss retains the right to update shipping threshold at any point.

  

Q I have a promo code. Where do I enter it?

A You can enter your promo code at checkout. Pease make sure that you enter it before submitting your order as it cannot be applied to orders after they have been placed. You can only use one promo code per order. Some items are excluded. Excluded items will not be discounted and will not count towards the order total you may need to meet to qualify.

  

Q When will I be charged for my items?

A If you pay using Paypal, you will be charged at checkout. If you pay using a credit card, you will be charged when your items ship.

  

Q When will my items be shipped?

A Please allow 2 business days for processing before your order ships (and preorders will ship as soon as available in our warehouse). In case or preorders or unexpected stock issues, your items may be shipped separately to make sure you get them as soon as possible. If this is necessary, you will only be charged shipping with the first package (unless your order qualified for free shipping).

  

Q How do I contact customer services?

A Please either email us on customerservice@eaglemoss.com or call us on 1-800-261-6898 (8am – 10pm EST, 7 days a week)

  

Q How do I reset my password?

A To reset your password click here

  

Q I am a subscriber. If I purchase items through the shop, will they automatically be skipped in my subscription?

A Unfortunately, no. Your subscription is separate from e-shop orders. If you would like to skip any items due to purchasing them outside of your subscription, please contact customer service.

  

Q I am a subscriber. Will I receive every item listed in the shop for the collection I’m subscribed to, or do I need to order items separately?

A Only regular issues and special editions will be sent through your subscription. Items labelled “Shop Exclusive", "Shop bundle", "Oversized edition", “Value Bundle” or “Limited Edition” will not be sent automatically and must be ordered separately.

  

Q Why did I receive an email for a collection or sale I don’t see on this site?

A It is possible that you are signed up for our UK shop newsletter. The UK and US shops have different products and offers. You can unsubscribe to the UK newsletter by clicking the link at the bottom of any email sent through it, and sign up for the US newsletter here.

  

Q How do I get assistance with technical troubles on the website or with my account?

A Please contact technical support by using this form.

  

Q How do I send a gift from Eaglemoss?

A To send an Eaglemoss order as a gift you only have to
1) Place the items you would like to gift in your basket.
2) Proceed to checkout.
3) At the beginning of the checkout process, check the box that indicates that this order will be sent as a gift.
4) Enter the recipients shipping information into the shipping address section.
5) Continue to check out normally.
6) Enter your personalized message on the billing information section.
7) Complete checkout.
8) You will receive an order confirmation email after the completion of the order as well as a shipping confirmation when the order ships.
Please note that gifts are not gift wrapped and the return address on the shipping box show that it was sent by Eaglemoss Collections.

  

Q What is the return policy?

A Our products are guaranteed to meet your standards for quality and performance. If for some reason you are not satisfied with your order please contact customer service within 30 days and they will advise you on how to make a return.