Shipping & Returns

SHIPPING

U.S. CUSTOMERS: Orders placed before 1:00PM Pacific Time Monday through Friday, are usually shipped in 2-3 business days, via USPS Priority mail, 2-3 day delivery, a $50 insurance will be provided.
If you require additional insurance on your package we will arrange coverage and add the cost to your invoice.
If you paid by personal check or money order, there is a 3-5 business day waiting period till your check clears. We will ship your package the following business day.

Sorry, we cannot accept C.O.D.

INTERNATIONAL CUSTOMERS: please note that there is a $5.00 additional handling charge will be added to all orders during checkout. Shipping insurance will be added on all international orders. All orders are carefully packed and FLM is not liable for goods damaged in transit. The delivery service is responsible for safe delivery to you. Please contact the delivery service first upon receipt of any damaged item(s). Most items ship USPS Airmail. Buyers are responsible for all customs duties, tariffs or other similar fees.
CANADIAN residents please note that there is a $5.00 additional handling charge will be added to all orders during checkout. Fantasy Land of Miniatures will not be held responsible for any import duties, taxes or brokerage fees. Canadian shipments are international first class, insurance coverage will be added cost to your invoice.

All amounts are in US dollars.

RETURNS

Return for Exchange Policy

We will not be able to accept any returns or exchanges based on “I don’t like it” “I don’t want it” “It is not what I thought it would be” “It doesn’t fit” …etc.
Each item is photographed and described with measurements.
If you are not sure, don’t buy it.

Damaged Items    

IF YOUR SHIPMENT ARRIVES DAMAGED: All items are packed carefully to ensure that they arrive safely. However, you must contact us immediately by email if there is damage. We will require that you send us a photo of the damaged item and we will determine the best way forward. In most cases, we will provide an exchange, however, all shipping to and from us if required, will be your responsibility.

If you receive damaged merchandise, you must contact USPS directly at 1 (800) 275-8777, or you can report damages to USPS via the internet. Leave the item in its original containers and all packing materials.  USPS will inspect the item and reimburse FLM for the damages.   Do NOT return damaged merchandise unless instructed to do so by FLM Customer Service. Replacement items will then be sent to the customer.  Refunds will not be given on damaged items, replacements or store credit only.  Replacement items will be sent USPS Ground or by the same delivery method as the original shipment. 

By placing an order from FLM the customer accepts that all damages are the responsibility of the carrier and that all items shipped by FLM were sent in good condition.  All damages must be reported to USPS (or the carrier of the package) and to FLM within 3 days of receipt of your package. If there is no other of the same item available, Store credit will be given.  All shipments are F.O.B. Shipping Point and become the property of the receiver upon being turned over to the carrier.  The availability of replacement or store credit is contingent upon the carrier’s approval of your damage claim to them.

Items accepted for exchange, will be exchanged for merchandise of equal or greater value only or the customer will be given store credit.  The customer is responsible for the return freight costs and original freight costs.  

When figuring your exchange or credit total, please remember any discounts or California Sales Tax that applied to the original order. 

Original Standard Shipping/Processing Charges are non-creditable.

We reserve the right to refuse credit on items returned in non-re-sellable condition. Please call Customer Service for details.

Return Merchandise Authorization is required.  Please contact us via email and supply us with the following information: Your name, complete address, invoice number from the invoice that was sent with the merchandise or via postal mail, the package received date, the tracking number on the package, the item number of the item you wish to return for exchange, and the specific reason for requesting return for exchange authorization.  Once we get complete information we may send you a form to complete.  If authorization to return for exchange is granted, we will send you an RMA number.
You MUST print your complete name, address, customer number and invoice number on the return address label.  FLM reserves the right to refuse packages that do not have this information or which are returned without authorization.   ALL returns MUST be sent back in a BOX, NOT an envelope.  And ALL MUST have adequate cushioning material in the box. Returns sent back for exchange in envelopes will not be accepted.

To return items to our store: 
Fantasy Land of Miniatures
2116 West Avenue K7
Lancaster, CA 93536

All Store credit or exchange must be preauthorized and accompanied by an invoice.
We cannot accept returns or cancellations for any reason include clearance and closeout items, books, magazines, catalogs, and patterns, audio or video tapes, tools, artisan one of a kind pieces, resin or plaster architectural details, kits, room boxes, etc.
Items such as Lawbre and Bespaq are deemed to be Special Order by category.
Items sold in sets must be returned in their entirety.
When returning damaged items, please indicate what replacement you like, or Store credit. NO refund

If you return an item, you will receive a store credit or exchange, sorry no refunds.  No credit will be given for items returned over 10 days and/or without receipt and/or which are not in original or re-sellable condition.  Re-stocking charges will also apply to returns of special order quantities. A special order quantity is more that one of any single item.  FLM is not required to accept returns of special order quantity orders.  Special order quantity orders are deemed to be non-cancelable special orders  All requests for return or exchange must be done via email or postal mail   A $5.00 service fee will be deducted from the value of the items being returned for exchange for telephone requests.

Rush Orders If you have waited to place your order until the last minute, we will do everything we can to process your shipment order as quickly as possible.  Unfortunately this may not guarantee that your order will be delivered to you on time for your event.  Orders may not be returned, cancelled or refused because they did not or will not reach their destination by a specified or un-specified date.  By placing an order with FLM, the customer agrees that FLM is not responsible for shipping delays caused by the carrier or by weather or other conditions.   We make every effort to ensure that orders are processed in a timely manner and to accommodate customers who are placing last-minute gift orders. 

Lost Package In the unlikely event that your property is lost while in transit to you, the package and its contents will be replaced by the carrier.  Sorry, but no refunds will be issued on lost packages, they will be replaced only and re-shipped at the same delivery speed as the original shipment.  All shipments are F.O.B. Shipping Point and become the property of the receiver upon being turned over to the carrier.  USPS requires 8-10 working days to search for your package if it becomes lost.  Replacement packages cannot be sent until USPS completes their search and reimburse FLM.
Miss-Directed Package  In the unlikely event that your package is miss-directed during the shipping process, the original package will be routed to the receiver as quickly as possible by the parcel carrier.  No order may be cancelled, refused or returned because it was miss-directed in shipping or miss-labeled.  Shipping terms are FOB shipping point and become the property of the receiver upon delivery to the carrier.  No replacement shipment will be made on any miss-directed or miss-labeled package unless the carrier is unable to locate it, in which case it becomes a Lost Package and will be replaced by the carrier.

Attempted Delivery All orders become the legal property of the receiver the moment we turn the package over to the carrier.  In the event that the receiver is not home, on vacation, or is un-available to sign for a package on three delivery attempts the carrier will forward the receivers property to their un-claimed goods department until such time as the receiver contacts the carrier to make delivery arrangements for their property.  This does not constitute a cancellation of an order nor does it remove the legal obligation for the buyer to pay for their order. 
Customers will be responsible for all shipping charges and all re-shipping charges on any refused package.

RESTOCKING FEE

Controlled inventory management is essential to efficient and cost effective operations. For the benefit of all customers, we must manage space limitations and inventory carefully. A 10% restocking fee will apply to all orders cancelled after Order Fulfillment Process has begun. Usually 12-24 hours of placement of your order.

All orders are non-cancelable.  Customers may submit Cancellation Review Requests which are subject to approval.  If approved, any items which are in stock and available at the time you requested cancellation review will be sent out immediately.  Un-available non-special-orders items may be reviewed for cancellation.

Orders for power tools, doll houses, dollhouse kits, Bespaq, artisan or other special order items may not be cancelled, returned or refused for any cause.
In the event of an order cancellation, any payment not applied to prior shipments will remain in the customers store account toward any other existing order(s) or their next order.  FLM reserves the right to approve or deny any cancellation request in its sole and absolute discretion.  FLM reserves the right to turn over to a collections agency any un-paid cancellation fees.

Wrong Items   We make every effort to fill orders correctly, but our staff is only human.   If we make a mistake we reserve the right to correct it.  If we shipped you the wrong items you may return them for the correct items.   You can either send them back USPS Ground or U.S. Mail Parcel Post, or call us at 818-231-9368 or email at FantasyLandofMiniatures@yahoo.com within 3 days of receipt of your shipment, and we can send a call tag.  If you ship back the incorrect items via UPS ground or U.S. Mail Parcel Post. We will credit you the return shipping. C.O.D.'s will not be accepted.  International customers must email us if we sent you an incorrect item.  

Missing Items  Virtually impossible. We check when we pull the items and double check with invoice before shipping. 

Billing Error  If we billed you for an item you did not order, or charged you for the wrong item, please contact us within 3 days.  Be sure to include a signed copy of your original invoice and a signed letter stating the date you placed your order and the reason for your contact (do NOT put any notations on the invoice other than your signature, put all notations in your letter), the method of payment, the ordering method (phone, fax, mail, internet). Also include a copy of your end of month credit card statement if applicable, do NOT send an account status print out or a $25 administrative fee will apply. Send ONLY the end of month credit card statement that you receive from your bank.  Mail these items to FLM Customer Service, 2116 West Avenue K7 Lancaster, CA 93536.  Billing errors cannot be phoned in, we need documentation to investigate all claims.  We can accept billing claims via email if you provide us with the above information.  If we over-charged you, a refund will be applied to any outstanding account balances, or open orders, or to your credit card if there are no open orders to you and no outstanding account balances.  Billing error claims must be made within 3 days of receipt of your shipment. 

Phone Orders  The preferred method for placing orders is via our web site.  If a customer places an order via any other method FLM is not responsible for errors on those orders. A $5.00 administrative charge will be applied to your invoice.

Measurements  All measurements stated on our web site with each item and those given out via email, phone, fax or any other method are deemed to be approximate.
All items are photographed and described with color and approximate measurements as much as possible. 

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