Shipping, Returns, and Warranty Policy
Fast Shipping. Easy Returns. Total Transparency.
📦 Domestic Shipping (USA)
At IMEX Model Company, we aim to process and ship your orders as quickly and efficiently as possible.
Free Shipping
Shipping Times
- Orders placed before 2:30 PM EST (Monday–Friday) are typically shipped the same day
- Orders placed after this time, or on weekends and holidays, will be processed on the next business day
Shipping Location
All orders are shipped from our USA warehouse in Brooksville, FL.
Additional Shipping Costs
Some oversized items or shipments to non-continental U.S. locations may incur additional shipping and handling charges. If your order is affected, we will contact you with a separate invoice for approval before the order ships.
Tracking Information
Once your order has shipped, you'll receive a confirmation email with tracking details so you can monitor its journey right to your door.
🎖️ Taigen Tanks – Important Terms
Taigen Tanks are fulfilled by IMEX RC. All Taigen orders follow our standard policies with these critical Taigen-specific differences:
⚠️ Taigen Return Window: 14 DAYS ONLY
Taigen Shipping
- All 1/16th scale Taigen tanks are hand-checked by our staff at the warehouse before shipping
- Orders placed before 2:30pm EST typically ship same day
- All orders ship from our US warehouse in Brooksville, FL
Return Eligibility
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
How to Start a Return
To start a return, contact us at help@imex-model.com. If your return is accepted, we'll send you instructions on how and where to send your package.
Return Shipping
Return shipping labels (provided by us) are determined on a case-by-case basis.
Restocking Fee
Exchanges
Please contact us first if you wish to exchange with another product before sending in your order.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Exceptions / Non-Returnable Taigen Items
Certain types of items cannot be returned, including:
- Special orders or personalized items
- Items that appear in the Scratch & Dent section
- Hazardous materials, flammable liquids, or gases
- Gift cards
⚠️ Damaged, Defective, or Incorrect Items
Manufacturing Defects
If your item arrives with a manufacturing defect (broken out of the box, missing parts, doesn't function as intended), contact us immediately at help@imex-model.com. We'll make it right.
Please check your items as soon as they arrive. If anything is defective, damaged, or incorrect, let us know right away so we can resolve the issue quickly.
What's Covered
- Items that arrive broken or damaged in shipping
- Missing parts or accessories that should have been included
- Products that don't function as described out of the box
- Wrong item sent by mistake
If the issue was our fault, we'll cover return shipping and work to resolve the problem promptly.
What's NOT Covered
🔄 IMEX RC EZ Returns Policy
At IMEX RC, your satisfaction means everything to us. If you need to return an item, we make the process as smooth as possible. Below you'll find the guidelines for returns related to RC cars, boats, drones, construction equipment, and brick-building sets.
Return Eligibility
You can return most brand-new, unused items within 30 days of receiving your order. To qualify, products must meet the following criteria:
- Still in the original, unopened packaging
- Not used or assembled in any way
- All included parts, manuals, and accessories must be intact
This policy also applies to our BRICKS category (building block sets). Brick sets must be unbuilt, unopened, and returned with all pieces and original packaging included.
How to Start a Return
To begin a return, just email us at help@imex-model.com with your order number and a quick explanation of why you're sending it back. We'll walk you through the process and provide the next steps.
Return Shipping
If you're returning an item because you changed your mind, ordered the wrong thing, or no longer need it, you'll need to cover the cost of shipping it back to us.
Orders that qualified for free shipping originally will have our actual shipping cost deducted from the refund. Any shipping charges paid on the original order are not refundable.
If your item was delivered damaged, defective, or if we sent the wrong product—let us know right away. We'll take care of it and cover the return shipping when it's our mistake.
Restocking Fee
Refunds
Once we get your return and verify everything's in good shape, we'll issue a refund to your original payment method within 5–10 business days. We'll also send you a confirmation email when the refund is processed.
Non-Returnable Items
Some items are not eligible for return, including:
- Products that have been used, built, or modified
- Custom or special-order items
- Clearance or final sale items labeled as non-returnable
🌍 International Shipping
We ship to select international destinations by request. International orders require manual processing to calculate accurate shipping costs, customs duties, and import taxes.
Countries We Ship To
We currently accept international orders from the following countries and regions:
Europe: Spain, France, Italy, UK, Scotland, Ireland, Belgium, Netherlands, Denmark, Germany, Poland, Luxembourg, Switzerland, Sweden, Norway, Hungary, Austria
North America: Canada, Mexico
US Territories: Alaska, Hawaii, Puerto Rico
How to Request International Shipping
⚠️ CRITICAL: Include ALL Information in Your FIRST Email
We cannot provide pricing without your complete shipping address. Incomplete requests will delay your quote.
- Email: help@imex-model.com
- Subject Line: INTERNATIONAL SHIPPING REQUEST
- Include in email body:
Complete Shipping Address:
• Street address
• City
• State/Province
• Postal/ZIP code
• Country
Phone Number: [With country code]
Items: [Product links or exact names]
Taigen Tanks - International Restrictions
International Returns
International customers who need to return items must contact us at help@imex-model.com for return authorization and instructions. Return shipping costs and any applicable duties are the customer's responsibility unless the error was ours.
📞 Contact & Support
If you have questions about products, orders, technical issues, or general inquiries, you can reach us using the options below.
Messages received outside of these hours will be addressed as soon as possible on the next business day.
💬 Website Chat
Our website chat is available during business hours and can assist with general questions or direct you to the right place.
Company Information
IMEX Model Company
15391 Flight Path Dr, Brooksville, FL 34604