Welcome aboard
Captain's Log: All known anomalies and frequently encountered phenomena are documented below. Consult the record before hailing us.
ORDER ISSUES
When will my order ship?
All of our 3D printed products are made in-house and printed on demand after your order is placed. Production typically takes 4–6 weeks, not including shipping and transit time. Commission jobs, which are more detailed and specific in scope, take 8–12 weeks to produce before they ship. Thank you for your patience.
What is your refund and return policy?
Once an order has shipped, no refunds, returns, or exchanges are offered. All sales are final.
Can I cancel or change my order after I've placed it?
No. Orders cannot be cancelled or modified after placement because all products are printed on demand and go to production immediately. All sales are final.
Can I change the email address on my order?
Yes. Contact the Customer Care team via the chat button on the website with your order number, original email address, and the updated email address.
Can I change the shipping address for my order?
Yes, but only if the order hasn't entered the packing process yet. Contact Customer Care ASAP with your order number and updated address. We cannot change a domestic US address to international or vice versa due to shipping costs already paid. Changes may also be limited during high-volume periods.
I am missing item(s) in my order.
Contact Customer Care within 14 days of delivery with your order number and a list of missing items. Discontinued items will be issued store credit for the amount paid.
I received a package but it wasn't my order.
Contact Customer Care with your order number and a list of what you did receive. All order issues must be reported within 14 days of delivery.
I received broken item(s) in my order.
Contact Customer Care within 14 days of delivery with your order number, photos of the damaged items, and the names of the affected items.
I received the wrong item.
Contact Customer Care with your order number and a list of what you received. All order issues must be reported within 14 days of delivery.
I received my package and have a problem.
Contact Customer Care within 14 days of delivery. Photos of the items may be required to assist you.
POPULAR QUESTIONS
Can I use your STL files to print and sell your kits?
No. Files are for personal home use only and are not licensed for commercial use.
Are your STL files pre-supported?
No. Pre-supports are not included because customers have different printers, print bed sizes, and typically prefer to create their own support trees.
What kind of glue do you recommend?
Regular super glue or epoxy. Plastic glue will not work with resin prints. Gorilla Glue is recommended and available on Amazon or at craft stores.
What kind of paint should I use on resin?
All standard hobby paints work, but a primer undercoat is recommended.
Do I need to use a primer?
Yes, especially for resin prints. Primer helps reveal surface defects, improves topcoat adhesion, reduces overall paint thickness needed, and enables pre-shading.
When will this be back in stock?
Restock and release plans vary by product type. Subscribe to the Away Team mailing list and follow Modelwerks on Facebook for announcements.
Are you ever going to carry physical kits again?
Modelwerks currently carries STL files, select printed products, apparel, and commission services. Availability may vary by product and production queue.
When will you release a kit mentioned on Facebook?
Subscribe to the Away Team mailing list for new product announcements. Exact release dates can't always be given because designs require testing first. Follow Modelwerks on Facebook for updates.
I really love a specific design — will you design it for me?
We do not accept custom design work, but suggestions for future kits are welcome.
Do you have a phone number I can contact?
No phone number is available. Use the Customer Care chat button on the bottom right of the website.
RETURNS & REFUNDS
What is your return policy?
No refunds, returns, or exchanges. All sales are final.
Can I return a gift that was purchased for me?
No. All products are handcrafted, digital, made to order, or produced on demand, so the no-return/refund/exchange policy applies to gifts as well.
I need my refund redirected to a different account.
Refunds can only be issued to the original point of purchase. Contact your bank for help rerouting funds to the correct account.
What happens if my package is returned after it is shipped?
Unauthorized returns will be refused. If UPS/USPS returns a package as undeliverable, we cannot reship it. A refund will be issued once the package is physically received back at HQ. You would need to place a new order if you still want the items.
PAYMENTS, PROMOS & GIFT VOUCHERS
How can I pay for my order?
All major credit cards, Apple Pay, and Google Pay are accepted.
Do discount codes expire?
Yes. All discount codes come with an expiration date. Codes cannot be combined with other active offers.
Why isn't my promo code working?
Copy and paste the code exactly. Promo codes cannot be combined, cannot apply to shipping, and are generally excluded from newly launched collections, discounted/last-call products, select kits/collaborations, and active sales or holiday promotions.
Can I combine coupon codes on my order?
No. Only one coupon code can be applied per order, and it cannot be combined with any other live offers.
Can I get a refund if the price has changed?
No. Promotions cannot be honored for orders placed outside the promotional time frame.
Can I return my gift for a different item?
No. The no-return/refund/exchange policy applies to gifts.
It looks like you charged me twice for my order.
If your card was declined on a first attempt, you may see a pending charge. This is not an actual capture — it will automatically drop off your statement within a few business days.
Will I be charged international bank fees?
Checkout totals are in USD. Your bank will apply the current exchange rate and may charge additional international transaction fees. Contact your bank for details.