Shipping Policy

At STEVENS Sales Store, we’re committed to providing premium modeling supplies to professional model builders and hobbyists worldwide. Our shipping and returns policies are designed to ensure you receive your AK Interactive, Mr. Color, Gaia Color, and other specialty paint products efficiently and have options if you’re not completely satisfied.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

• Standard Shipping ($12.95):
  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after shipment
• Free Shipping (Orders over $50):
  • Carrier: EMS
  • Delivery time: 15-25 business days after shipment

Returns & Exchanges Policy

We want you to be completely satisfied with your modeling supplies. If you’re not happy with your purchase, we offer a straightforward returns process within 15 days of receipt.

Eligibility Requirements

• Items must be unused and in original packaging with all seals intact
• Returns must be initiated within 15 days of delivery
• Original proof of purchase is required

Non-Returnable Items

Due to safety and hygiene reasons, we cannot accept returns of:

• Opened paints (including AK Acrylic Paint, Mr. Color, Gaia Color, etc.)
• Opened chemicals and weathering products (AK Weathering, etc.)
• Clearance items

Return Process

Step 1: Request Authorization

Email our customer service team at [email protected] with your return request including:

• Your order number
• Product name and quantity you wish to return
• Reason for return
• Whether you prefer a refund or exchange

Sample email template:

Step 2: Receive Return Authorization

Within 2 business days, we’ll email you a Return Merchandise Authorization (RMA) number and return instructions.

Step 3: Package and Ship

Securely package the items with the RMA number clearly visible on the outside of the package. Ship to:

Step 4: Processing

Once we receive your return, we’ll inspect the items and process your request within 3-5 business days.

Refund Information

• Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
• Processing Time: 3-5 business days after we receive and approve your return
• Bank Processing: Additional 5-10 business days may be required for the refund to appear in your account
• Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Exchange Information

• Exchanges are subject to product availability
• You will be responsible for any price difference in exchanged items
• We’ll cover standard shipping costs for exchanges of equal or greater value

Damaged or Incorrect Items

If you received damaged or incorrect items, please contact us immediately at [email protected] with photos of the damaged/incorrect items and packaging. We’ll arrange for a replacement or refund at no additional cost to you.

International Returns

For international customers (outside the US):

• You are responsible for return shipping costs
• Mark the package as “Returned Goods” to avoid customs charges
• We cannot refund original customs/duties fees