FAQ

What forms of payment are accepted?

  • PayPal
  • Creidt cards: Visa, MasterCard, Discover, American Express, JCB, and Diners Club.
  • Debit cards
  • Personal checks (U.S. customers only). You may download a mail order form to send with a check.

Please, please do not send payment information via email, as this is not secure. Contact us and we will call you to take your credit card information over the phone.

How much does shipping cost?

Shipping costs are based on: 1) the weight of the items that are ordered and 2) the destination they are being shipped to. We ship using USPS, the most cost effective method. To check the cost of shipping the items you'd like to purchase, please place the items in your cart and provide a shipping address. 

Do I have to pay sales tax?

Only if your package is shipping to a California address. Orders shipped to a California address are charged 7.25% sales tax. Orders shipped to a Sonoma County, California address are charged an additional 0.75% sales tax. 

Is my credit card information safe?

Yes. This website has been built on a platform that is protected by multiple layers of security to prevent unauthorized access. True2Scale.com has a registered SSL (Secure Sockets Layer) certificate. This means you may rest assured that communications between your browser and this site's web servers are private and secure. 

True2Scale does not have access to secure information for future orders. 

How long does it take to receive my order?

We know that you want to get your goodies fast. No worries... Carol likes to ship orders quickly. Please allow up to 2 working days after we receive payment for an order to be processed. If you're really in a hurry, Priority Mail and Priority Mail Express options are available.

Orders are shipped from our home in Northern California. Please allow more time for International shipping (time varies by destination). 

Occasionally, shipping may be delayed due to inclement weather, we're on the road to miniature shows, etc. In such circumstances, a notification will appear in a red bar located at the top of every page of this website. 

If expedited shipping and/or insurance is desired, please contact us via the contact form. An updated PayPal invoice will be sent to you via email. 

Will I be sent a tracking number?

Yes. After the package ships, a USPS tracking number will be emailed to you with a link to check the shipping progress. 

Do you ship UPS or FedEx?

Our items are shipped using United States Postal Service (USPS) for both domestic and International destinations. Sorry, we do not ship UPS or Fed Ex.

If I live outside of the U.S., will I have to pay fees to receive my package?

International (non-U.S.) customers are responsible for any taxes or duties that may be imposed by their country

An online calculator is available for figuring import duties and fees. For a shipping and insurance estimate to use with the calculator, please contact us. A description of the U.K. customs fees is available on the HM Revenue and Customs website

What is your refund policy?

We want you to enjoy your items and we will do our best to provide you with honest and helpful service. However please keep in mind that we are a small business running out of our home, and we are unable to operate using the same return policies like large retailers.

To process a refund or an exchange:

ALL RETURNS MUST BE PRE-AUTHORIZED. Contact Us for Pre-authorization Please do not send items without first contacting us.

  • The order must be returned in unopened packaging (the silver envelopes must be intact and not torn) and in resalable condition. If the silver envelopes have been opened, a restocking fee will apply to each item that must be re-packaged. We reserve the right to adjust the refund amount based upon the condition of the item(s) returned.
  • Batteries taken out of their packaging cannot be refunded. 
  • Include a copy of the packing slip with your returned items.
  • Items may be returned for a refund or exchange (less shipping) within 30 days.

If we have made a mistake in the order, you will not be charged for the shipping.

Sorry, but True2Scale is not responsible for damaged, lost or stolen items. Once the package leaves our hands, we cannot be held responsible if the package does not make it to its final destination. Insurance fees are the responsibility of the buyer.

What is your cancellation policy?

Cancellation of an order is allowed until the package has been marked "shipped" in our database. The customer is notified via email when the package has been marked shipped and a tracking number is provided.     

What should I do if I haven't received my order?

If the tracking information for a package has been marked delivered, and the package has not been received, a "case"may be opened by calling USPS. The USPS service number: 1-800-ASK-USPS. USPS will contact the delivery unit responsible for further information. USPS should provide a callback regarding the issue within 2 business days.

If you live outside of the U.S., it is possible that your package is being held for customs and you have not received a notification. You may wish to check with your local Post Office.

What is your privacy policy?

We are committed to safeguarding the privacy of our customers. We will never sell or divulge your personal information. More information about our privacy policy.