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|Frequently Asked Questions |
I- WHAT IS A PRODUCT OF ABORDAGE ?
20 years ago Abordage started its venture. Nowadays, thanks to a ship model making experience, Abordage is the international reference in professional terminology.
As manufacturer, Abordage employs highly skilled craftsmen who work only with the finest materials. Hundreds of hours go into making each model, from the original lofting of plans to the finishing touches. Hull construction is either hand laid-up resin or plank on bulkhead with a selection of precious wood. Deck details are reproduced with custom-made brass and chromed brass castings. Hand sanded hulls are finished with marine varnishes and polyurethane paint.
We are not building kits.
An Abordage Model is a source of endless pleasure, as already experienced by thousands of proud owners all around the world. A team of 35 ship model makers whose skills are no longer in dispute:
II- ORDER INFORMATION
MY ORDER IS MISSING SOMETHING ! WHAT SHOULD I DO ?
Is your order missing an item? Please check the entire box, down to the bottom and under the packing foam. Did your order contain plexiglas panels ? Please double check because of the cardboard colored protective film that may confused you.
I RECEIVED A DAMAGED / DEFECTIVE PRODUCT ! WHAT SHOULD I DO ?
We want these wonderful models to arrive on time and in perfect condition. Unfortunately, defective or damaged products do occasionally occur. Don't worry! We'll do our best to remedy the situation quickly and at no expense to you.
First, we need defective or damaged items to be reported within 14 days of the original ship date.
Next, DO NOT ship the item back to us. CONTACT US for instructions. Depending on the item, we will ship a replacement.
Finally, please note that we do not pay for return shipping costs unless pre-approved by an Abordage Customer Care Representative and the approval is noted on the original order in our system.
Unfortunately, we've had customers who claim to have received damaged products in order to receive a free return label from us. Because of this, we withhold credit until the item is returned and inspected. If it is determined that the item(s) is not damaged, we reserve the right to charge the billing party for the cost of return shipping. The cost of return shipping is determined by our shipping carriers and is based on the package weight, dimensions and shipping origin and destination.
DOES ABORDAGE CHARGE SALES TAX ?
Abordage does not charge or collect sales tax. We are pleased to offer tax-free on all orders !
AND WHAT ABOUT DUTIES ?
Duties and taxes are not reflected in our prices. The carriers will charge the recipient all applicable duties, taxes and/or brokerage fees at the time of delivery. For information about duties, taxes and/or brokerage fees, you may contact your local customs office or the carrier that delivers your package.
I WANT TO TRACK MY ORDER ! HOW SHOULD I DO ?
Before the shipment you will receive a tracking number. Then go to www.ups.com and track your order.
III- SHIPPING INFORMATION
We used to dispatch by UPS Air Freight Expedited Service. Orders that ship via UPS EXPEDITED SERVICE typically arrive within 5 - 10 business days.
INCORRECT SHIPPING ADDRESSES.
Abordage does not assume responsibility for orders with incorrect shipping addresses. Orders with incorrect shipping addresses may be re-routed by UPS or returned to Abordage as undeliverable. If the shipment is re-routed by UPS a U$10.00 UPS charge is assessed to the billing party. The billing party is also responsible for any additional shipping fees. Please DO NOT FORGET to give your PHONE NUMBER when you order.
Abordage does not ship to PO BOX
AVAIBILITY AND TIMEFRAMES ( WHEN WILL I GET MY ORDER ? ).
As soon as you place your order on our website, Abordage will advise you about the delivery time.
I WANT TO CALL ABORDAGE'S CUSTOMER SERVICE ! WHAT SHOULD I DO ?
Call our toll free number: + 1877. 779. 0114 for the US zone
Call our french phone number: + 33. 8. 70. 44. 66. 70 for the European zone.
Or write to: firstname.lastname@example.org
IV- RETURNS & EXCHANGES
WHAT IS YOUR RETURN / EXCHANGE POLICY ?
1.GENERAL RETURN POLICY
We want you to be entirely satisfied with purchase made at Abordage. If you're not happy we welcome your return or exchange within 14 DAYS OF THE ORIGINAL SHIP DATE as long as the following criteria are met:
Did you receive a damaged or defective item? Please see instructions above.
2.THE RETURN/EXCHANGE PROCESS
SEND US YOUR RETURN
For your protection and to help ensure you get a full refund, we recommend the following:
3.GET A REFUND OR STORE CREDIT