Time Tunnel Models

Thank you for shopping at GoldStarStockists.com
GoldStarStockists sites are operated by:
Time Tunnel Models, 3 Market Place, Stevenage SG1 1DH UK

Our telephone number is 01438 742665. Fax us at 01438 364836.
Our contact email address is office@goldstarstockists.com

If this is your first purchase, please print and retain this page as it includes details on how to contact us, and what details to give us if you have any query about your order.

YOU HAVE BEEN EMAILED A COPY OF YOUR ORDER
A copy of your order has already been emailed to the address you have given. Due to the way emails are scanned by many internet providers there may be a short delay before it appears in your mail box. We will also receive a copy of this email and will reply to it to confirm that we have received your order – this will be when our staff next log on so it will not be instantaneous. If you have miskeyed your email address in any way, you will not receive a copy – this does not affect order processing.

If you do not receive a copy of the order in your mail box, please check the following before contacting us – check your JUNK or SPAM folder, and ensure you have pressed SEND/RECEIVE on your email program. Note that if you use Hotmail, MSN or AOL you may not receive an email from us until we manually reply – this is normal, and is due to these systems having over zealous filtering.

VERY IMPORTANT: Please check your emails - if we have a problem with your order we will try to phone you. If we can't get through we will email you. If we get no reply after a few days of trying, your order will be cancelled - we will send another email or leave a phone message to indicate this. The most common problem we find is (1) people miskeying their credit card number - one wrong digit or wrong expiry date and nothing's going anywhere... and (2) people claiming the address given is their billing address when it's not - if it's the wrong address the order will cancel and will not be charged or dispatched. Our systems are somewhat more sophisticated than some (even big) firms, and will trap and stall your order if the details do not match. In both these cases, we will contact you by email or phone for resolution.

ORDER TIMELINE
Our team pick and dispatch orders daily. This is the typical timeline for the different brands we handle:

ALL RC CARS and SIMILAR: Items shown as In Stock will usually be dispatched within 24hrs of receiving your order.

TAMIYA SPARES: Popular Tamiya spares are kept in stock in large quantities. However, often we will run low on a line, or an item will be ordered that isn’t in stock. For this reason we have arranged express deliveries from our Tamiya parts suppliers every Tuesday and every Friday. Any order placed up to 10am the previous day for an out of stock item will be added to the next day’s delivery. Therefore, there shouldn’t be much delay even if the part is out of stock.

COLT SPARES: Colt if not in stock is ordered weekly. Our suppliers hold very high stock levels.

KYOSHO SPARES: Kyosho is imported from France to order. Due to the costs of international shipping, our supplier in France sends us one large box of spares approximately every two weeks. Hence, there is usually a 2 to 3 week lead time on these parts – supply on recent cars is excellent, on older cars if the parts are listed then they will come through eventually, sometimes there is a small delay though. We cannot query Kyosho orders with our supplier, we can only order or cancel items. Supply is very good in general – far better than when there was a UK supplier.

CORGI/BRITBUS/EFE etc Released Items: We have a vast stock and usually dispatch from that. Sometimes we find we are out of stock of a released item and will order it from one or more suppliers to cover your order – we receive deliveries every few days for diecast, so unless we hit a problem with your order there isn’t likely to be much of a delay. Pre-orders, see block below.

HORNBY/SCX/SCALEXTRIC: Items listed on our site (unless shown as pre-order) are generally all in stock. If an item goes out of stock we will let you know when you order. We receive deliveries from Hornby usually twice a week but they tend to take about 10 days to deliver specific restock orders due to their picking system.

MODELLING GOODS, PAINT, ETC ETC: These items are usually supplied off the shelf.

ADVANCE ORDERS – HOW TO TELL IF IT’S BEEN RELEASED
We receive many queries daily from people who have advance ordered items worried that we have lost their order as they haven’t had the items yet – you can easily check on our site if an advance ordered diecast model has been released by looking at the listing for the item – if it still shows two prices (i.e. a released price and a pre-order price) the item is still not yet released. Suppliers catalogue dates, particularly Corgi, are very unreliable. The latest weekly update from Corgi can be read by going to our home page and selecting “Corgi Weekly Update” on the right hand side of the screen.

PLEASE: Only contact us if the item has been released and you have yet to receive it. If the item is shown with 2 prices still, it hasn’t been released. We do not have firm dates for any releases until at the earliest 7 days prior to release. However, a guide to revised dates can be downloaded from our Corgi Weekly Update page

OTHER ITEMS WE CAN SUPPLY YOU WITH
We can also obtain and supply for you the following brands:

Italeri, Revell, Tamiya Plastic Kits, Airfix, ERTL, AutoArt, Dragon, Witty, Gemini, Cararama 1/72 (phone enquires only on this range please), Sunstar, Bruder, IXO, Academy, Minicraft, Ninco, Exoto and more. We offer all these items at the importer’s standard RRP (no surcharge is made for special orders) but on some items a deposit may be required if the item does not fit our usual store stock. Please email your enquiry. Note though that we need product numbers to query and are unable to provide “lists” - just prices for individual items.

For your ease of ordering, if we quote you a price for an item by email you can order online just by quoting that detail on our order page - even if the item isn't on our web site.

CONTACTING US
We operate in a highly secure way with regard to your sensitive personal information. Your order is received by us in a highly encrypted form and will be decoded, printed out and deleted from our computer systems within a very short time of ordering. We then store all orders in paper format only, locked away until your order is ready to be charged – we do not use a database or any form of electronic data storage system. All that we retain on PC is a copy of your order confirmation email – exactly as emailed to you in the first place.

For this reason, we need you to be very specific if you contact us regarding your order.

For internet orders, please reply to your order confirmation email ensuring that the full original email is copied below your reply – this contains all the info we need to check on any part of your order.

Please do not contact us quoting just an Order ID, or a part of an Order ID, if you need a prompt reply.

If you wish to cancel all or part of an order or add to an order, please again reply to the original order confirmation stating any changes you wish to make.

By telephone, we would need to know all your details – name, postcode, phone number, what you ordered, when and whether it was a phone, fax or internet order. We will usually have to phone you back after we have searched our archives – it is therefore easier to email if you can.

NEWS COMES FIRST BY EMAIL
Finally, if you've got this far, why not join our newsletter system to be kept up to date with the latest releases and offers - click here for more information!



		Need Help? Tel 01438 742665.