Orders: Combining, Changing & Cancelling
Q: Can I add items to an existing order / combine orders?
A: Yes. Place a new order and message us with both order numbers.
We’ll combine the parcels (if possible) and refund any extra shipping cost.
If you change your mind later, please tell us so we don’t hold or delay the original order unnecessarily.
Q: I ordered the wrong model. Can I get a refund?
A: If your order hasn’t shipped yet, we can cancel it and issue a refund. Once it has been dispatched, we can’t cancel it mid-transit.
Damaged, Incomplete or Returned Orders
Q: My order arrived damaged or with missing parts – what should I do?
A: We’re very sorry this happened. Please:
1. Take clear photos of everything you received (all blisters/parts and the issue).
2. Send the photos and your order number to us in a message.
We will send replacements or missing parts for free.
You can also add items to the replacement shipment. we’ll cover shipping and give you a free shipping coupon for that parcel.
Q: My parcel was returned to you. What happens next?
A: If a parcel comes back to us, we’ll contact you. After you confirm your correct address, we can resend it. Depending on the reason for return, additional shipping costs may apply.
Shipping & Delivery
Q: Where are you located and do you ship worldwide?
A: We are based in Ukraine and we ship worldwide. The only exceptions are a few restricted countries (for example, russia).
Q: How long does delivery take?
A: Typical delivery times (from the shipping date) are:
Europe: usually 1 – 2 weeks
Worldwide: usually 2 – 4 weeks
However, international delivery can take up to 30 business days (up to 60 days during the war) from the shipping date, as stated in our User Agreement, and may be affected by war-related disruptions and postal workload.
Q: Where can I check the latest country-to-country delivery times?
A: You can find up-to-date international transit times here:
https://www.ukrposhta.ua/en/terminy-mizhnarodni-vidpravlennia
The page is in Ukrainian, but an online translator will help. 😉
Q: Why is my order delayed / My order hasn’t shipped yet – what’s going on?
A: We work from Ukraine during an ongoing war. russian missile and drone attacks regularly damage energy infrastructure, causing blackouts and slowing production. High-season workloads can add extra delay.
We always ship as soon as possible. If your order is heavily delayed, you can choose to:
+ Wait until we ship everything together
+ Split the order into parts
+ Request a refund for unshipped items
Just message us with what works best for you.
Tracking & Parcel Status
Q: How do I track my order?
A: When your parcel is shipped, we send you a tracking number. You can use the Ukrainian postal website or the courier link we provide or your national postal operator’s website once the parcel arrives in your country
Q: My tracking hasn’t updated in a while – what’s going on?
A: This is normal for international mail. Tracking often “goes silent” while in transit between countries. Once the parcel reaches your country, your national postal operator’s tracking will usually show more detailed updates.
Q: My package is already in my country. What should I do?
A: Once it arrives in your country, your national postal operator (USPS, La Poste, Deutsche Post, An Post, etc.) has the most accurate info. Contact them with your tracking number for delivery details or redelivery options.
Q: My package shows “Delivered” but I didn’t receive it. What now?
A: Please check with neighbours, family members, roommates, or a building manager.
Then, contact your local postal service and request a delivery scan / proof of delivery. They should have it if the parcel is marked “delivered”.
Q: What should I do if tracking shows the parcel is stuck?
A: Contact your local post or courier (DHL, USPS, La Poste, Singapore Post, etc.) with the tracking number. Sometimes they’re waiting for additional information or action from the recipient.
Q: Can I change my shipping address after the package is sent?
A: We cannot change the address once the parcel has been dispatched. You can try contacting your national postal operator to see if they can redirect or hold the parcel.
Taxes, Customs & Payments
Q: Do your prices include taxes and customs duties?
A: We do not collect any import taxes or VAT for your country except US tariffs. Your customs office or postal operator may charge taxes/fees when the parcel arrives.
Q: Do I have to pay import/customs fees? Why am I paying taxes?
A: Import taxes and customs duties are charged by your own country, not by us. Rules differ by destination and order value. Please check with your local post or customs service for current regulations.
If you refuse to pay and the parcel is returned to us, we will refund the product cost once it arrives back, minus the shipping costs.
Q: Payment / Checkout issues
A: PayPal’s anti-bot and security systems sometimes mistakenly block real customers. If you run into payment issues:
1. Try from a different device
2. Use a clean browser (no VPN, no ad-blockers, no unusual extensions)
Custom Orders, Parts & Special Requests
Q: Can I order just parts of a kit (only heads, weapons, single model from a set, etc.)?
A: Unfortunately, no. We don’t offer partial kits or “pick only one piece from a set” options. Custom selections break our workflow, especially with war-related blackouts and high workload.
Q: Do you take custom sculpting or print requests?
A: Not at the moment. As a small team working from Ukraine with limited and sometimes unstable electricity, we can’t take on custom sculpting/printing work.
For the same reasons, we are rarely able to accept any custom or personalized orders beyond what’s listed in the store.
Q: Can I get replacement parts or extra weapon bits (not damaged, just extras)?
A: If the kit is our own design, we can sometimes print extra bits as a separate paid order. Please message us with what you need and your order number, and we’ll let you know what’s possible.
Q: Can you send only non-NSFW items in a mystery box?
A: Yes. Just message us right after placing the mystery box order and tell us you want no NSFW items.
Products & STL Files
Q: Do you sell STL files of your models?
A: Yes, but only for certain models. All STL files we are allowed to sell are listed on our MyMiniFactory store:
https://www.myminifactory.com/users/wargameexclusive
If a model isn’t on MMF, it is resin-only, and we cannot release the STL due to agreements with our sculptors.
Q: Do you offer STL files for your resin models?
A: Only some designs exist as STLs. Most of our older physical models were created specifically for resin casting and are not available digitally yet.
Q: Are your models the same scale as other popular wargames? / Sizing details
A: We cannot legally claim direct compatibility with any specific brand. Practically, almost all our sci-fi models follow a heroic scale commonly used in wargames, while our fantasy models are mainly in 32 mm scale. Please check each product description for specific measurements and photos.
Q: Do you have the rights to sell this model?
A: Yes. If a model is available for sale in our store, we have the rights or licenses needed to sell it. If you have questions about a specific model, feel free to ask.
Other Questions
Q: My miniatures smell like “chemicals” when I open the package. Is it normal, and is it safe?
A: A noticeable smell right after opening the sealed bag can happen sometimes. It’s usually a trace of isopropyl alcohol (IPA) used for washing, plus “fresh print” odor that can get trapped in airtight packaging. The models are washed, cured, and packed dry, and the smell does not mean the product is unsafe. Simply take the parts out of the bag and leave them in a well-ventilated place for a while (you can also rinse with mild soap and water and let them dry). The odor should fade quickly and is typically gone completely after priming. Please also keep miniatures away from small children due to choking hazard (15+).
Q: Are your miniatures safe for children? What age are they intended for?
A: Our miniatures are designed for ages 15+ (hobby models for collectors and wargaming). They contain small parts and are a choking hazard, so they are strictly forbidden for children under 3 years old. Please always keep miniatures and loose bits out of reach of small children.
Wholesale & Retail
Wholesale availability
For wholesale or retailer inquiries, please contact us at:
retailer.wargameexclusive@gmail.com