Atlantis Toy and Hobby

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Frequently Asked Questions

 

What happens when I place my order?

Once you submit your order, the payment is processed and we receive notice. We download our orders Monday thru Friday each morning and they are all shipped out by the following day. Some orders will be shipped same day but all orders are shipped within 2 business days from placement. Tracking numbers are emailed along with the shipping notice to let you know that your box is on the way. We advise setting up an account wih us when you place your order so you can easily log into your account to follow the progress of your order right up to your door. It is also a good way to build up Rewards points for extra discounts, etc.

Is Everything in-stock? 

Our Inventory system is updating regularly during the day so you can order with confidence. Everything you are seeing on the site is in-stock and available. Unfortunately we are human beings so there is a possibility that an item was counted incorrectly at the warehouse. This is a rarity and we are known for a fill rate of over 98 percent. If there are any problems with your order we will notify you within 1-2 days. 

What is the Atlantis Return Policy?

You may return items in salable condition within 30 days of purchase. Please include a copy of the original paperwork or the order number with the returned item. Upon our receipt of the item, you will receive a refund for the amount of the item returned, shipping excluded. Once the returned item is received, please allow 5 days for the credit to be processed. All items must be returned to the following address:

Atlantis Returns

9 Connor Lane Unit G

Deer Park, NY 11729

My order already shipped but I do not want it. Can I refuse the package from the carrier?

We understand that there are many reasons why you may want to cancel an order and are happy to work with you. However, please do not refuse a package from a carrier. Contact us after the package arrives and we will arrange for a return. Refused packages returned to us are subject to a $15 deduction from your refund due to extra charges levied on us by the shipping companies. There is never a chargeback or restock fee if you handle a return properly through our customer service desk.

What happens if an item arrives damaged?

If your box arrives damaged, contact Atlantis right away to put in a claim. We will contact the shipping company with the claim information, and typically within two to six business days the issue gets resolved. Call us with any questions at 631-499-6733, we are always here to help and put your concerns to rest.

What happens if my item is missing parts?

For the items we manufacture or import, we will have spare parts available- this includes Atlantis Models, Mikro Mir, and Smer. But we do not have replacement parts for any of the other brands. If you receive an item that has missing or defective parts, please contact us immediately and we will put you in contact with the manufacturer to get the replacement parts. Many manufacturers refuse to work directly with retailers in situations like this, and only work with consumers. Because of this we will do our best to help put you in contact with the manufacturer, but often times we are unable to obtain the part ourselves. If we are able to, we will be happy to help!

What if I am missing part of my order?

If you are missing an item from your order, please contact us immediately after delivery. We will ensure that you receive your complete order.

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