Shipping, Returns & Support
Everything you need to know about shipping, returns, international orders, and how to reach us.
Shipping inside the US
We process and ship orders as quickly as we can, every business day.
- Cutoff
- Orders before 2:30 PM EST (Mon–Fri) typically ship same day. After that, or on weekends and holidays, they ship the next business day.
- Ships from
- Our US warehouse in Brooksville, FL.
- Oversized
- Some large items or non-continental US addresses may carry extra shipping. If yours does, we email you a separate invoice for approval before it ships.
- Tracking
- You get a confirmation email with tracking the moment your order ships.
Ordering from outside the US
International orders are quoted by hand so we can work out real shipping, customs duties, and import taxes for your country. Here is the fastest way to get a quote.
- 1Confirm we ship to you. Check the list below.
- 2Send your request. Tap the button to open a short form, fill it in, and send.
- 3We quote you back. Approve it and we ship.
Opens a short form right on this page. Fill it in and hit send. We get everything in one shot, no back and forth.
International returns
Contact help@imex-model.com for return authorization and instructions. Return shipping and any duties are the customer's responsibility unless the error was ours.
Taigen-specific terms
Taigen tanks are fulfilled by IMEX RC and follow our standard policies, with a few important differences.
- Shipping
- Every 1/16 scale Taigen tank is hand-checked by our staff before it ships. Orders before 2:30 PM EST typically ship same day from Brooksville, FL.
- Eligibility
- Item must be in the same condition you received it: unused, with tags, in original packaging, with receipt or proof of purchase.
- Starting a return
- Contact help@imex-model.com first. Items sent back without requesting a return will not be accepted.
- Shipping labels
- Return labels provided by us are decided case by case.
- Restocking
- We may charge up to a 25% restocking fee on returned items.
- Exchanges
- Contact us before sending an order back if you want to swap for another product.
- Refunds
- We inspect your return, tell you if it is approved, then refund your original payment method. Your bank or card company may take extra time to post it.
Non-returnable Taigen items
- Special orders or personalized items
- Scratch & Dent items
- Hazardous materials, flammable liquids, or gases
- Gift cards
If something is not right
For a manufacturing defect (broken out of the box, missing parts, not working as intended), email help@imex-model.com immediately and we will make it right.
Covered
- Broken or damaged in shipping
- Missing parts or accessories
- Does not function as described out of the box
- Wrong item sent
If it was our fault, we cover return shipping and resolve it promptly.
Not covered
- Crash damage
- Parts broken during use
- Wear from normal operation
That is user damage, not a manufacturing defect.
Standard 30-day returns
Covers RC cars, boats, drones, construction equipment, and brick-building sets.
Eligibility
Return most brand-new, unused items within 30 days of delivery. To qualify, items must be:
- In original, unopened packaging
- Not used or assembled in any way
- Complete with all parts, manuals, and accessories
This includes our BRICKS category: brick sets must be unbuilt, unopened, and complete.
- Start a return
- Email help@imex-model.com with your order number and reason. Do not ship anything back before contacting us, or it will be refused.
- Return shipping
- If you changed your mind or ordered the wrong thing, you cover return shipping. Orders that had free shipping have our actual shipping cost deducted from the refund, and original shipping charges are not refundable. If it arrived damaged or wrong, we cover it.
- Restocking
- We may charge up to a 25% restocking fee.
- Refunds
- Once we receive and verify your return, we refund your original payment method within 5 to 10 business days and email a confirmation.
Non-returnable
- Used, built, or modified products
- Custom or special-order items
- Clearance or final sale items marked non-returnable
Reach a human
Support hours are Monday to Friday, 10 AM to 6 PM EST. Messages outside those hours are answered the next business day.
IMEX Model Company
15391 Flight Path Dr, Brooksville, FL 34604