To all customers, please continue to expect delivery delays and tracking disruption. Your patience and understanding are sincerely appreciated!
Tracking system disruption and errors have become common since Covid 19 began affecting shipping in February. Nearly all of the packages we send internationally since February have been affected. The good news is that nearly every customer reporting a shipping delay or tracking problem eventually received their models.
Tracking problems are most often occurring when models are held by customs officials for longer than normal due to Covid 19 protective practices. As packages are held by customs, tracking stops.
Occasionally, when a customer's models are released by customs officials, the package is erroneously reported as "delivered" that day rather than more accurately reported as "released for delivery" to the local postal service.
On other occasions, tracking stops entirely when the package departs the US. The customer may receive the package but the tracking system does not recognize the package reached the destination country or that delivery has occurred.
Obviously, these problems are disconcerting for customers. We sincerely appreciate customers' patience during difficult and disruptive shipping and tracking experiences.
A special notice for UK Royal Mail customers:
Please be advised that Royal Mail customers routinely experience unusually expensive import taxes and fees. When your models arrive in the UK, Border Force will calculate and apply import VAT on behalf of HM Revenue and Customs (HMRC). Additionally, Royal Mail will apply an £8 handling fee. You must pay these costs to Royal Mail before your models will be delivered to you. Model Monkey does not pay these costs. You may also be charged an import duty for orders valued over £135. Royal Mail will return packages to Model Monkey if import VAT, import duty and the Royal Mail £8 handling fee are not promptly paid by the customer. If these costs are not acceptable, please DO NOT ORDER.
Click here for more information from Royal Mail.
Click here for Royal Mail Customs FAQs.
Click here for HMRC VAT enquiries, including webchat and telephone (use HS Code 950320)
Click here for more information about how HMRC calculates customs charges.
Please be advised that international shipping from our location by couriers like DHL, FedEx or UPS is extremely expensive, normally more than $120 USD to most overseas locations. Nearly all of our customers find those rates unaffordable, which is why we don't offer couriers as a shipping option at checkout. If courier shipping is required, we can arrange shipping though FedEx or UPS for you. Our location is not served by DHL.
Thanks again for your patience and patronage!
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