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ROUTE PACKAGE PROTECTION SHIPPING INSURANCE

Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect is automatically added during checkout, however you can opt out if you prefer not to have this protection for your order. If you opt out, you are then only potentially covered by the shipping company's insurance (if offered).  For example, USPS Ground Advantage does not come with any insurance, and UPS Ground comes with up to $100 of coverage.

Please CLICK HERE FOR ADDITIONAL INFORMATION

 

US POSTAL SERVICE (USPS) SCANNING ISSUES

Please be aware that we have been seeing a significant number of packages shipped via the USPS where the USPS does not appear to scan it locally.  Thus when you check tracking, it appears the package was never mailed.  Rest assured, your package was mailed and your package is in transit.   What will normally happen is that tracking data will typically start showing once the package reaches the delivery area.  Here is an example of what this looks like (package was mailed to Utah on Oct 21 but tracking does not start showing until it reached UT on Oct 27):

 

 

INFORMATION ABOUT GUEST CHECKOUT

Guest checkout is now offered (such that you are not required to create an account or login to an account).  However please be aware of the following if you checkout as a quest:

• Orders checked out as a guest will not show up in your account (if you have one)
• You will not accumulate any MyReward points
• Orders checked out as a guest cannot be combined with another order
• We are unable to retroactively associate a guest checkout order with an account

 

Tracking Numbers

We have had a lot of new customers recently, so we thought we would post this.

For UPS or USPS, it can take up to one business day before tracking shows any data. For USPS, please note that their scanning systems are not as good/reliable as UPS so occasionally the only scan shown is the delivery scan.

For international customers who select International Economy as the shipping method, it can take sometimes up to a week before tracking shows any data.

How to Email an Order

Orders can be placed online as always, or emailed to us at help@spruebrothers.com. If you place an email order, be sure to include the following information:

• Billing Address
• Shipping Address (if different than your billing address)
• Email Address of your account
• Item(s) Ordered (include quantity, our SKU and description)
• Shipping Method (if omitted we will assumed it is Standard Shipping)
• Payment method
  • If PayPal - we will send you a PP Money Request
  • If Credit card, we will use your CC on file - just provide us with the CVV code. If you do not have a credit card on file, please log in to your account and add one to your account prior to ordering

We apologize for any inconvenience this may cause.

Attention Brazilian Customers

Effective Jan 1, 2020, all shipments to Brazil must include the recipient's Tax Identification (ID) number on customs declarations and shipping labels. Any shipments to Brazil after Jan 1, 2020 missing the recipient's Tax ID will be subject to return, or even disposal, by Brazilian Customs. 

When you place your order, please include your CPF or CNPJ Number in the checkout comments or in the "Company" field of your shipping address. It should be stated like this: "CPF 000.000.000-00". Any orders received on or after Jan 1, 2020 without the CPF or CNPJ Number will be cancelled.

Shipping/Transit Times

Just a reminder that Sprue Brothers Models LLC does not, express or implied, guarantee any transit times or delivery dates. Any shipping times stated are estimates only.

Sprue Brothers Models LLC has no control over any package shipped once it leaves our warehouse and goes into the possession of the shipping company, thus Sprue Brothers Models LLC does not bear any responsibility for any late deliveries or any damaged or lost packages. However all packages shipped via UPS or USPS are insured. We will assist in the completion of any and all valid insurance claims. Any insurance claim determination is made solely by the shipping company and/or their designated insurance company. Sprue Brothers Models LLC does not have anything to do with determination of any insurance claims.

 Additionally, please be aware that the US Postal Service does not offer any guarantee for transit times/delivery date for any of their services except for Express Mail. And that the transit time/delivery dates listed by the USPS are estimates only (and appear to be based on ideal conditions which does not happen most of the time, especially in the winter).