My Account FAQs

Do I need to create an account?
Austars-Model.com account can make shopping at our website much easier and allowing you:
1. Check the status of your current order and keep track of previous orders.
2. Create a wish list so that you can come back later and purchase the product you want.
3. Write a review about the product and ask questions.
4. Exchange your Austars Lucky Draw credit for coupons.
5. Store your shipping and payment information

How do I update my shipping or billing address?
It is so easy to change or update your shipping or billing address by following:
1. Sign into your account and click my orders
2. Find the button "Manage your address book" or
3. You can "re-Edit" "Add a New Shipping Address".

How do I write a review?
Writing a review will help other customers know more about our products, share the hobby experience, and you can win great prizes when you do so. There are two ways to go ahead for the review:
1. You can go directly to the product page and write your review.
2. Send you review to us and we post on the forum.

How can I unsubscribe the newsletter?
If you wish to stop receiving newsletters from Austars-Model.com, please do the following steps:
1. Open an email newsletter sent from Austars-Model.com
2. Look for "Unsubscribe" displayed in the email.

How can I get more Austars-Model credit points to redeem for coupons or gifts?
For returning customer (memeber) that makes a Qualifying Purchase may earn rewards equal to 3% of the net aount paid for that deal. Returning customers can contact us for the Coupon Code before purchasing online. There are some rules for customers registering online to complete the purchase. 50 Points=$1 (USD/AUD)
1. Register on our website: 10 Points for a new customer who just sign up a new account. 10 Points be credited to your account.
2. Confirm your email address: 10 Points granted for successfully registered & confirmed email address
3. Modify your account picture: 10 Points
4. Go Shopping on Austars-Model.com website: Points received equal to product costs (excluding the shipping cost, insurance)
5. Sign into our website: 10 Points for you valued customer
6. Write review: 10 Points for normal text review
7. Photo added for the review: 10 Points
8. Video attached for the review 50 Points
9. First top five reviews for each product: double Points for these reviews.
10. Austars-Model Lucky Draw: 10 Points= $1 (USD/AUD) . Our lucky draw is a completely free plateform where registered users have one chance to get rewards everyday and will get a lucky number from 00000 to 99999 randomly after Clicking "go" button. Please refer to our Austars-Model.com Lucky Draw Program.
11. VIPs account: Discount Coupon/Code for these returning customers.

What should I do if I forgot my password?
If you've forgotten your password, just click " Forgot your Password". You will be sent a new password immediately after you enter your email address. After you have logged in using the new password, we recommend you go to "My Orders" and enter "Account Settings" to change it.

My Order FAQs

Can I come to pick up?
For modellers visiting our Sydney warehouse, Pick-up service is available after strict appointment is made. We are open to the public during Saturday morning except the public holidays. We do not recommend you to pick up the hobby products from our other global warehouses.

Can I place orders with products from multiple warehouses?
No. You can not place orders with products from different warehouse. The system can not work out the freight. We send most hobby products from our global warehouse. For Lipo batteries etc, modellers from US/CA, UK, AUS, Europe can directly get it from your local warehouse.

Why sometimes I can not order Lipo batteries by Airexpress shipping from Austars's global warehouse?
New IATA regulations governing the shipping of Lithium Batteries have been tightened and airlines consequently have to enforce these regulations more rigorously due to few Airlines crashes caused by Lithium Battery. For details, please visit www.IATA.org . However Airexpress service for Lithium Battery ONLY available for few airlines by both Registered Economic Shipping and Express Air Shipping service, if you want to get the batteries timely, please select our AUS/UK/USA/EU/ warehouses and we directly ship the battery from there.

How can I cancel my order?
If you had paid , it is hard for us to cancel the order.
If the order has been sent out, we can not help you to cancel the order. You can send it back after you receive the parcel in original condition (unopened). After receiving the returned goods, we then process your refund. Austars Model does not pay the return shipping cost on returned items and we are not responsible for the damage or lost during the shipping .
If the order payment is "Pending" status, you can contact us to cancel the order without any charge.
If the order has not been sent out, you can change the order or change the address. We then work out the balance and send you a new PI.

How do I use coupons or credits when placing an order?
After you place the order, you can check your order profile and find the credit redeemable and apply it in the space for discount

How can I order from Austars-Model.com if I don't have a paypal account?
Our new system is very convinient for modellers placing orders online. If you do not have Paypal account, it might be difficult for you to pay online. However you can pay by your creditcard or T/T transfer. You can send us an email regarding your order. Please include the product stock SKU number. If you have neither creditcard nor paypal account, you can send us a check to our Sydney office.

Shipping & Delivery FAQs

How do I calculate shipping costs?
Shipping cost can be estimated and displayed before you click the button to buy

How fast is the delivery time of AUS warehouse direct service?
In Australia it normally takes 1-5 days up to the couriers. For smaller parcel, it normally take one day from Sydney to Perth

how fast is the delivery time of our global/UK/USA/EURO/Thai warehouse direct service?
For orders placed from Australia warehouse, Austars-Model partners with Auspost-Eparcel , Startrack, and Alliedexpress to offer shipping service. (1-5 business days)

For orders placed from other warehouses, Austars-Model partners with DHL/UPS/FedEx/EMS/HK Post etc.

Normally it takes:

Expedited Shipping:  1-5 business days
Standard Shipping: 3-10 business days
Economic shipping: 7-25 business days

Airmail: For Free shipping service
Delivery time: 7-25 days (by Hong Kong Post/China Post, local delivery service by USPS, Royal Mail,Auspost)

Airmail with Tracking Number
Delivery time: 7-25 days (by Hong Kong Post/China Post, local delivery service by USPS, Royal Mail, Auspost)
EMS Express
Delivery time: 3-5 working days. Website for tracking www.ems.com
DHL
Delivery time: 3-5 working days. Website for tracking www.dhl.com
UPS
Delivery time: 3-6 working days. Website for tracking www.ups.com
FeDEx
Delivery time: 3-6 working days. Website for tracking www.fedex.com

For international shipping, it is you the customer's responsibility to pay your local customs duty or tax levied by your government. We have no control over these charges and can't work out the exact figure required

Does Austars-Model.com offer any shipping discount on multiple products ordered?
Our shipping rate is very competitive now and there is no more room for a discount.

How should I handle import Tax and Duty after I place an order from Austars-Model.com?

You need ask your local customs as we really can not handle these issues. It is your responsibility to get clear first before placing the order.

Payment FAQs

What currency is the price in?
Normally for local AUS modellers, if you select our local warehouse to place an order, our ANZ bank accepts our local AUD currency. For global modellers/customers, if you place an order from other warehouses (except AUS), our overseas bank account accepts USD , EURO, AUD, GBP, and JPY. You need to check our website exchange rate from time to time. The value of each currency is reflected by USD each day. Our website now has USD, EURO, AUD, GBP, and JPY currency. You can select the currency suitable for you. 

What payment methods are accepted?
Payment Methods
We accept many payment methods:
Credit /Debit Card: Visa, Visa Debit, Master, American Express, JCB etc
Paypal AUS (for Australia warehouse) account: "sale@austars-model.com"
Paypal HK (for other warehouses) account: "austarsmodel@gmail.com"

T/T payment
Bank Account for Australia Warehouse
Account Name: Austars Model Pty Ltd
Account number: 490188834
BSB number: 012402
Swift code: ANZ BAU 3M
Bank Name: ANZ bank
Bank address: 6 Cross Street, Hurstville NSW 2220 Australia

Bank account in Hong Kong for all payment s except the orders placed from Australia warehouse
Beneficiary Name: Austars Model HK Limited
Beneficiary Bank Name: HSBC Hong Kong
Beneficiary Bank Address: 1 Queen's Road Central, Hong Kong
Beneficiary Account Number: 561-861816-838
SWIFT Address: HSBCHKHHHKH

Western Union account be available soon.