General Information
Our website is secure and contains an SSL certificate that is hosted on our server. All pages of our website are protected via our SSL certificate that enables encrypted communication between a web browser and a web server.
Standard website orders are placed right online in our shopping cart. Payment is processed securely through PayPal Payment Integration with most major credit cards or a PayPal account if you have one. You do not have to have a PayPal account to pay via this method, it simply acts as our primary online payment processor like many other reputable businesses that you see online.
Other methods of payment include:
PayPal direct - without using online shopping cart. Request an invoice to be sent to your email or PayPal account.
Phone in orders (10-5 Eastern time) You can use the "Pay by check" button at checkout and then call the payment in or you can simply give us your order over the phone.
Request a PayPal invoice to b sent to your email or PayPal account.
Pay by check - USA only and available using the checkout shopping cart or email us with your order info. Checks are accepted (please note that the order will be held until check clears).
Since our website went live in October 2013, we have shipped thousands of orders all over the world. All orders are processed as soon as possible. Our business hours are Mon-Fri 9am - 5pm EST USA. When orders are placed on weekends, holidays or otherwise non business days, orders will start processing the next business day.
SHIPPING --- NOTICE
Shipping options are automatically adjusted for each product in your order. As of April 2022 - All products ship via UPS or USPS as our standard shipping carriers. This is not a selectable choice in the shopping cart as we have to lean towards the pricing that reflects a better value for our customers.
DUE TO RECENTLY INCREASED fees and surcharges imposed by USPS, we are using alternative carriers such as UPS or FEDEX , in an effort to keep shipping costs at a minimum. Yes, as of April 3, 2022, USPS imposed a +$4 surcharge on packages exceeding 22" and a whopping +$15 on packages that exceed 30" in length. All backdrop orders and most Helix orders are shipped in tubes or boxes that exceed 22" in length. With that, we keep an eye on current shipping rates and make adjustments as needed to keep shipping costs to our customers at a minimum.
When tracking info is entered into your order, typically UPS tracking numbers start with a "1Z" and USPS numbers start with a "9505 or 9534".
Please note that backdrops and print products are shipped separate from other product types. For orders that contain a mix of product types, you may receive separate order acknowledgements and tracking information for each portion of the order. This is done to allow for multiple tracking numbers and allows us to better advise you on each portion of your order.
All orders, once shipped are "Freight on Board" (FOB).
Backdrop and print product orders
All Backdrops and print related products are "print to order" at time of order. No refunds or exchanges unless otherwise noted. We stand by the quality of our products. All print product orders ship in mailing tubes or boxes.
If you have seen the many products and combinations of sizes, scales and options, you can imagine that we could not possibly physically stock all of these products on a shelf. We print all orders in house at time of order. Due to the nature of "print to order" products - There are no refunds or exchanges.
ALL INTERNATIONAL backdrop orders ship via currently available international shipping options and typically include a US Customs ID number. In many cases, other countries use this number in their own shipping and tracking systems and in some cases, depending on the location, you may be able to track the package with that number after it leaves the USA.
Helix component orders
Helix components - You are purchasing raw material components that are derived from a laser cut Gatorboard substrate. Assembly is required. Due to the simplicity of the components, there is no all inclusive instruction manual provided.
All helix components are "made to order" at time of order. No refunds or exchanges unless otherwise noted. We stand by the quality of our products. All helix component orders ship in boxes or other approved means.
USA orders are available for purchase through our website shopping cart. For international Helix Component orders, please contact us directly via email.
ALL INTERNATIONAL helix component orders ship via currently available international shipping options and typically include a US Customs ID number. In many cases, other countries use this number in their own shipping and tracking systems and in some cases, depending on the location, you may be able to track the package with that number after it leaves the USA.
Due to the ever changing shipping rates and the various sizes, shapes and packaging requirements, we choose to handle international helix component orders directly as we are then able to asses proper shipping rates per location.
Additional Information
It is customer responsibility to confirm product selections in accordance with your required model scales and sizes. This is especially the case when multiple products are purchased.
*There may be situations where we need to ship via an alternate carrier - Either way, tracking info will be provided.
+All orders are "FOB" or Fright on board. Trackside Scenery is not liable for damage or lost orders once received by the carrier