Customer Service

Frequently Asked Questions

Subscriptions

How can I order?

What does ‘subscription’ mean?

What does monthly payment mean?

What payment methods are accepted?

Is the price the same amount every month during my subscription?

Is it possible to suspend the subscription temporarily?

If you have any questions about your subscription

My order

When can I expect delivery?

When is my credit/debit card charged every month?

Have you received my subscription? I haven’t had received a confirmation?

When will I receive my free gifts?

What if I need to cancel my subscription?

Will I be issued a refund after canceling my subscription?

I have received wrong model /pack or missing a part or a damaged part.

What if I have moved and need to update my address?

What if my card has expired?

Can I change the payment date of my subscription?

My account

What is the benefit of creating an account?

How can I create an account?

What can I see if I log into my account?

I can’t log into my account.

Build Questions

What if I need help while building my model?

 

Subscriptions 

How can I order?

Go to www.model-space.com or call us at 877-544-6779 to place your order. Please note that we don’t process orders by email. Please don’t reveal your bank/credit card information by email.

What does ‘subscription’ mean?

We offer a variety of scale models that you can pay for as you build versus paying all up front. Every month your credit card will be billed for the subscription price you signed up for and you will receive a your build parts and a build guide for the month. Some of our models also have an option to purchase a full kit, which allows you to pay and receive your full model at one time. Inventory levels vary for full kits and aren’t available on all models so check back on our website for continual updates.

What does monthly payment mean?

Our subscriptions run in different lengths for each model. During your subscription your credit card will be charged the monthly subscription price you signed up for and you will receive a pack every month with your build guide and parts to assemble. At the end of your subscription, you will build your model completely.

What payment methods are accepted?

We accept debit cards and all major credit cards including Visa, MasterCard, Discover and American Express.

Is the price the same amount every month during my subscription?

Yes. It is the price you will be paying every month until the end of your subscription.

Is it possible to suspend the subscription temporarily?

Yes, you can suspend your subscription if you need to. Please contact customer service at 877-544-6779 to make your request.

If you have any questions about your subscription

Please contact customer service at customerservice@deagostiniusa.com or call 877-544-6779

My order

When can I expect delivery?

When you place an order with us you will receive an ‘Order Confirmation’ email including your details such as billing, delivery address, model name, length of the subscription and monthly cost. Please allow us 6 to 8 business days to process your order and deliver it to your address

When is my credit/debit card charged every month?

We will charge your card the monthly subscription cost approximately 30 days from your original start date every month for the length of the subscription.

Have you received my subscription? I haven’t had received a confirmation?

When you purchase online or by phone you will receive an ‘Order Confirmation’ by email. If you have not received it please check your spam folder. If you find the email in your spam folder please add us to you safe sender list. If you can’t find the confirmation email anywhere please contact customer service to verify your order again.

When will I receive my free gifts?

You will receive your gift(s) in the month of your pack the gift is included. Information on which month can be found on the product page for the model you have subscribed to. The gift(s) shipments will be shipped separately from your monthly model pack so they may not arrive on the same day at your address.

What if I need to cancel my subscription?

If for some reason you need to cancel your subscription please contact customer service at 877-544-6779 or via email at customerservice@deagostiniusa.com

Will I be issued a refund after canceling my subscription?

You can return your last unopened monthly pack within 30 days of receipt for a refund. We will send you via email a prepaid UPS label that you can print and adhere to the shipping box and drop your shipment at your local UPS store or UPS drop box. We will issue a refund to your account once we received the returned monthly shipment. You will only receive a refund for the last unopened pack received.

I have received wrong model /pack or missing a part or a damaged part.

Please contact customer service at customerservice@deagostiniusa.com or call 877-544-6779

What if I have moved and need to update my address?

Please contact customer service at customerservice@deagostiniusa.com or call 877-544-6779 and we will get this changed in our system.

What if my card has expired?

Please contact customer service at via phone only at 877-544-6779 and we will get this updated in our system. For your own privacy please do not email your new card information.

Can I change the payment date of my subscription?

Yes, please contact customer service at customerservice@deagostiniusa.com or call 877-544-6779

My account

What is the benefit of creating an account?

You can create your account and use your account information on future orders for quicker check out. As well you can also sign up to our newsletter to receive regular updates about new products.

How can I create an account?

Please go https://www.model-space.com/us/customer/account/create/ to create an account.

What can I see if I log into my account?

At the moment you can see your first shipment and details of your original subscription. We are working now to update our account system and add details regarding each monthly shipment. Thank you for your patience on this.

I can’t log into my account.

Please contact customer service at customerservice@deagostiniusa.com or call 877-544-6779

Build Questions

What if I need help while building my model?

Become part of our community of builders by going to http://forum.us.model-space.com/ and sign up to post your questions. Or you can opt to read posts by other modelers in the community. Every one of our models is represented in the Forum and there are sure to be fellow modelers who can answer your questions. We also have a group of professional model makers who moderate the forums and provide needed support to questions from the community. You can also find video build guides on our YouTube.com channel at https://www.youtube.com/user/ModelSpaceUSA

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