Below you will find a list of our most frequently asked questions. If your question is not answered, please contact us at themodelshop@pacmin.com.
TABLE OF CONTENTS
PRODUCTION
What are your models made of?
The Model Shop models are made of durable polyurethane--not wood or mahogany. Our standard base is the Airfoil base which is an all aluminum design.
We also have replacement bases made from wood or resin. Our wood bases have a walnut base with an aluminum upright while our resin bases have an injected molded base with an aluminum upright.
How long will it take to receive my model?
Most models and plaques will leave our warehouse within 2 business days. Exhibit models are made to order and typically ship within 8-10 weeks.
Our preferred shipper is FedEx. You may choose from any of FedEx’s delivery options during checkout. Insurance is not included, but can be added by request.
We also offer USPS shipping options. Insurance is not included, but can be added by request.
What if the model I want is sold out?
Not to worry! It simply means you chose a particularly popular model and we have run out of stock. Please check back in about 6 weeks. We should have new inventory by then.
Or better yet! Signup for an email alert and we will notify you through email when the model is back in stock! You can do this on the product page of any out of stock model.
If you want to have the latest information regarding new models, don't forget to follow us on Facebook and Instagram.
Airline customers can also contact their Account Manager for expedited orders.
Will other models be included in the store in the future?
Yes! We expect to have several airlines and a broader selection of model types available soon. You can let us know what you'd like to see added to our store or the PacMin Vault by taking this short survey.
If you’re an airline employee and want to see your airline’s models available in our store, don't hesitate to send us an email at themodelshop@pacmin.com. We’d be happy to work with licensing to bring in new airline models!
REPLACEMENTS AND REPAIRS
I lost my box. Can I order replacement boxes and foam?
Yes! Replacement box and foam sets are now available in our store.
Will your box and foam set fit my model?
It depends. Our box and foam sets are designed for official Pacmin models. They will also fit our standard bases, including our Airfoil base. We can’t guarantee it will fit a model made by another manufacturer (even if it is the same scale and aircraft type).
This is because our models typically ship with the wings and horizontals detached. If a manufacturer produces models with these parts attached, they will not fit. Please note, there are some models that do ship with horizontals attached, but they can still be removed if necessary.
For models that do not have die-cut foam sets, they will ship with hand-cut foam and a generic box.
My base is broken or lost. Can I order a replacement base?
Yes! Replacement bases and tripods are now available in our store.
My model broke. What glue do you recommend for a home repair?
If you have the broken off part, you might be able to glue it back on yourself. Any glue that’s designed for modelbuilding or for use with resin should do the trick. We’ve heard Loctite brand superglue in the gel formula is easy to work with and sets quickly.
Some general tips if you’re making a home repair:
- You will only need a small amount of glue. If you use too much, it could spill over.
- If the part starts to droop, you can prop it up or use clamps to hold it in place. This also helps the part dry on straight.
My model broke. Can I order replacement parts?
Unfortunately, we’re not able to offer replacement parts for vintage Pacmin models. We can only offer replacement parts for models sold in our store. Please contact us at themodelshop@pacmin.com for assistance.
My model broke in transit. What do I do?
We make every effort to safely pack your model to avoid any mishaps. But, sometimes things happen.
If your model arrives broken, contact our team right away. Shipment claims must be made within 14 calendar days of receipt of the model to be eligible for free domestic return shipping. No claims made after 14 calendar days of receipt of the model will be accepted.
To return your product, please contact themodelshop@pacmin.com for a return materials authorization (RMA) number. Include this RMA number on your return package and mail your model to: The Model Shop, 2021 Raymer Ave., Fullerton California US 92833.
Please include all the broken parts, the RMA paperwork, and the original packaging with your return. If the damages are consistent with shipping damages, we will send you a new model or issue a refund at our discretion.
Unfortunately, we cannot process products returned without a RMA number.
Do you accept returns? What is your return policy?
Yes! If you are not 100% satisfied with your purchase, you can return the product and get a full refund or exchange the product for another one, be it similar or not.
Unless noted as a final sale or ineligible for returns, we accept returns for up to 30 days from the date you purchased it. The model you return must be in the same condition as you received it and in the original packaging.
Unfortunately, we do not offer any repairs or rework.
Shipping costs are non-refundable and customers are responsible for return shipping costs. All credits will be made on the card originally used on the order.
To return your product, please contact themodelshop@pacmin.com for a return materials authorization (RMA) number. Include this RMA number on your return package and mail your model to: The Model Shop, 2021 Raymer Ave., Fullerton California US 92833.
Unfortunately, we cannot process products returned without a RMA number.
SHIPPING
Do you ship internationally?
We do offer international shipments to select countries covered by FedEx. If your country is not listed, please contact us at themodelshop@pacmin.com and we can assist you with an international shipment.
Please note The Model Shop does not accept responsibility for any international duties or taxes.
Are duties and taxes included in the shipping estimate?
Unfortunately, they are not included in the shipping calculator at this time. You may be asked by your local customs agency to pay duties and taxes before you can receive your model.
Because rates vary by country, we are unable to provide estimated costs.
You can contact your local customs agency or use this online duties calculator to estimate the cost of duties and taxes to your country. If duties and taxes are not paid and the order is refused, you will be responsible for any return shipment costs.
OTHER QUESTIONS
Do you offer tours?
Sorry, we do not offer public tours at this time. Corporate customers interested in a tour of our headquarters can schedule an appointment with their Account Manager.
Are The Models Shop models suitable for children?
Unfortunately, no. While we believe it’s never too young to develop a passion for aviation, our models are intended for professional use by adults. Some parts may be delicate or sharp, so The Model Shop models should be kept out of the reach of children.
Do you sell custom models?
Unfortunately, no. We must follow strict licensing agreements with each airline and airframe company so it limits what we can offer. But, you can let us know what you'd like to see added to our store or the PacMin Vault by taking this short survey.
Do you sell wall mounts?
Yes! Wall display mounts are now available in our store.
How do I clean my model and wood base?
Use the cleaning cloth that is included with your model order. We don't recommend using abrasive cleaners or chemicals on your model. If necessary, you can slightly wet your cleaning cloth with water to clean. For wood bases, you can use an ordinary furniture polish if needed.
If you've lost your cleaning cloth, you can also use a clean soft cloth.