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PACIFIC PRODUCTS GALLERY FAQ
Here are some answers to common questions we receive here at Pacific Products Gallery. If you have a question that is not answered here, please e-mail us at help@pacprod.com and we will respond within 24 hours.

How long has Pacific Products been in business?

We are very pleased to say that this is our 25th year in business and 13th year on the Internet!

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Where is Pacific Products located?

We are located in Ventura California. A medium sized coastal city about 60 miles north of Los Angeles.

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What do you mean by "Secure On-Line Ordering?"

Here at Pacific Products, we use our own Secure Server for maximum security of your Customer and Payment Information. When you are ready to complete your purchase, click the "Secure Checkout" button on the order review page. This will switch you over to our Secure Server where all of your customer and payment information will be encrypted. When you submit your order to us, it will be transmitted in a encrypted (scrambled) state and will be COMPLETELY SECURE! Once your information arrives to us, it is NEVER stored on any computer attached to the Internet. This makes Internet shopping at Pacific Products Gallery very safe and secure.

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What do I need in order to shop securely?"

In order to shop securely anywhere on the Internet, you need a secure browser. Links to download two of the more popular secure web browsers are located at the bottom of this page.

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Does Pacific Products accept phone orders?

Yes, we gladly accept phone orders, fax orders and mail orders. For phone orders, our toll free number is (800) 999-9498. International customers may phone us at (805) 658-7369. Our 24 hour fax number is (805) 658-1458. Our address, and other contact information can be found by visiting our "Contact Us" Page

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How long will it take to receive my order?

Over 90% of the orders that we receive are shipped within 24 hours of receiving the order. Because we deal in collectibles, some items are of short supply. If we are out of stock on an item that you order, we will notify you, and give an approximate date that your order will ship.

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Do you accept orders from International customers?

Yes, we accept orders from all countries, and we also ship to FPO and APO boxes. Upon receipt of any International order, we will confirm your order via e-mail and notify you of all shipping charges for your approval.

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What is your shipping policy?

We pay all the shipping costs within the 48 contiguous (continental) United States on orders over $75.00. For orders under $75.00, the total shipping costs are only $7.95 anywhere in the 48 contiguous (continental) United States. Orders to Alaska, Hawaii, Puerto Rico, APO/FPO and International destinations require addtional shipping charges and do not qualify for free shipping. If your order is shipped to more than one address, additional shipping charges may apply.

We will also ship your order via Air for an additional charge. Choose the shipping method you would prefer on the Checkout Page and we will quote you any additional shipping costs once we receive your order, if those costs exceed the limits stated during checkout..

International orders and APO/FPO are welcome and are shipped via air. Please choose International Air on the Checkout Page and we will quote you any additional shipping costs if they are over $40.00 once we receive your order.

We will not be able to make shipping refunds on delays beyond UPSís or USPS control, including, but not limited to, the following: the unavailability or refusal of a person to accept delivery of the shipment; acts of God; acts of public authorities acting with actual or apparent authority; acts or omissions of customs or similar authorities; insufficient information provided by a customer; the application of security regulations imposed by the government, or otherwise applicable to the delivery location; riots, strikes, or other labor disputes; civil commotions; disruptions in air or ground transportation networks, such as weather phenomena; and natural disasters.

(For a complete breakdown of all of our shipping charges, please visit the shipping section of our policies page by clicking here.)

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What is your return policy?

We want you to be totally satisfied with your purchase from us. If you are not, just return it to us within 30 days of your purchase, and will refund your money or give you an exchange...whichever you prefer. We have been in business for over 20 years, and have built our reputation on great service. If you are not pleased with your purchase, we will do everything we can to make it right!

Returned items must be in re-saleable condition with all original packaging. When returning or exchanging an item, please call us at (800) 999-9498 or (805) 658-7369 for a Return Merchandise Authorization (RMA) code. All returns without our Return Merchandise Authorization (RMA) code will be subject to a 20% restocking charge. For your protection, you may wish to send your return via UPS or insured parcel post. Please send all returns to:

Pacific Products Gallery
Returns Department: RMA Code=(Place Code Here)
3857 Sheldon Drive
Ventura, CA 93003

IMPORTANT: Please include the RMA code on the label (as shown above)

Pacific Products Gallery cannot pay for return shipping charges, or credit shipping charges already paid, unless we have made a shipping error, or the item is delivered damaged. Items that are returned in orders with free shipping, we will issue credit for the return minus the original cost of shipment. All returns, including any credits applied for return shipping charges, will be credited to your Mastercard, Visa, American Express, or Discover card. We will make every effort to process returned items within 7-10 business days. Please note that it may take 1-2 billing cycles for your bank to post the credit to your statement. ***Special Note: Our return policy does not apply to our "Custom Aircraft" and "Custom Oil Painting" division (Including Charcoal Drawings). Because these are one-of-a-kind custom built scale models, paintings and drawings, we cannot offer a return policy for them. Special orders on non-stocking items, and items sold on "Clearance" are also non-returnable. We reserve the right to add a 20% restocking fee. Returns of merchandise with a total of $150 or more requires a 20% restocking fee. [top of page]

What if my merchandise arrives damaged?

If any product arrives damaged, please call Customer Service at (800) 999-9498. We will be glad to arrange for a pickup, and will promptly replace your merchandise. Any damages or shortages must be reported within 7 days from when your package is delivered. You must keep all packing and shipping boxes and materials or a claim cannot be filed on your behalf for damaged items. If an item arrives damaged, we will send out another item via the same shipping method as originally chosen.

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What is your low price guarantee?

We guarantee our prices to be the lowest on the net. If you find the same product offered at a lower price on the Internet we will match that price. If you have already purchased the product from us, and find the item at a lower price on the Internet within 6 months of your purchase, please contact us with the information and we will refund you the difference!

The Pacific Products Gallery price guarantee applies to identical products only. Price matching is subject to proof of competitor price including verification of manufacturer's part number and availability of product. Discount does not apply to closeouts, clearance, discontinued, remanufactured or repackaged goods with the same part number. Pacific Products Gallery is not obligated to match the price on items that are not in stock by competitors. We will not be able to accept a price match for a competitor that operates through an auction site such as eBay, or a site that requires a membership to purchase such as Costco. When comparing internet competitors prices, shipping and handling charges will be included in the price analysis. The terms of this guarantee are subject to change without notice. Please note: Due to the volatility of the autographed sports collectibles market, these items are not covered by this guarantee.

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If you have any questions that were not covered here, please call us at 877-212-2376 or E-Mail us at pacprod@pacprod.com.


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comments@pacprod.com or 877-212-2376~805-658-7369