[Last Update: 04/06/2021] We are experiencing some moderate delays at our new warehouse as we continue to get settled in. To help our teamwork through pending orders, we will not be preauthorizing new subscription shipments this week. Due to our move and the ongoing COVID-19 pandemic, it may take additional time to process and ship your orders (see FAQs below). Thank you for your understanding and don't worry - we will always ensure you receive your order. We hope you stay safe and continue collecting!

- The Eaglemoss Team

When will my shipments start shipping regularly from the new warehouse?

We expect shipments to resume at their normal pace and from the new warehouse by the following dates for each collection. Note that in the meantime, we will keep shipping but will be experiencing mild delays. Please check back regularly on this page for the latest updates.

  • Eleanor Mustang: March 1st
  • James Bond DB5: March 1st
  • Star Trek Enterprise-D: March 8th
  • Mercedes Gullwing: March 8th
  • Ghostbusters ECTO-1: March 15th
  • Delorean: March 15th
  • Nissan GT-R: March 22nd
  • Willys MB Jeep: March 22nd
  • Solar System: March 22nd
  • Marvel Chess: March 22nd
  • DC Chess: March 29th
  • Marvel Heavyweights: March 29th
  • Star Trek Starships: March 29th
  • Star Trek Discovery Starships: March 29th
  • Star Trek Graphic Novels: March 29th
  • Other Collections: April 30th
How long will processing my order take?

New orders (excluding pre-orders) are sent to our warehouse for processing on the next business day (if your order is placed before 2 AM EST, it may start processing the same day).

Our typical processing time is approximately 2 business days, though we are currently experiencing some moderate delays due to COVID-19 regulations and our move to a new warehouse currently in process. Your shipments may take a few additional business days to process as a result.  We are working as quickly as possible to send all shipments, but the safety of our team is very important to us.

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When should I receive my intro shipment?

You should receive shipping confirmation of your intro shipment within a few business days of placing your order. If you do not receive this email within 2 weeks of ordering, or from the pre-order launch date, please make sure you contact our customer service team at 1-800-261-6898 (24/7) or [email protected].

How will my shipment be sent?

After processing, your shipment will be shipped first via a freight carrier called Pitney-Bowes (also known as Newgistics), towards your regional USPS distribution center. The final delivery will be done by your local USPS office.

How can I track my shipment?

Once your shipment leaves our warehouse, you will receive an email confirming your order has been shipped. This email will include a tracking link. Once the USPS tracking is available it will also be listed on your tracking page. The tracking information on the page powered by Pitney-Bowes will continue being updated until final delivery.

(2/06/2021) USPS is still experiencing some moderate delays with scanning in packages when transferred to their regional facilities by Newgistics. We apologize for the issue. Please note that the tracking number beginning with EM is a Newgistics tracking number and used as a placeholder until the USPS number is available for the final delivery portion. This EM tracking number will not pull up in USPS’s tracking system directly.

Are the carriers delayed?

Unfortunately, due to the ongoing developments with COVID-19 and higher mail volumes, both the freight carrier and USPS are experiencing delays with delivery times and updating tracking information. We anticipate some boxes being delayed by 1-2 weeks at this time. We apologize for the inconvenience.

My tracking page is only showing “We’re working on your order” or “Departed Warehouse” with no further updates. Has my shipment really been shipped?

The tracking link is only sent to you when the shipment is confirmed as having left our warehouse.

Because of the volume of shipments using the tracking system, updates to the tracking may be delayed, but do not worry shipments are in transit. If you do not see any updates or have not received your shipment 2 weeks from receiving the shipping confirmation, please get in touch with customer service at 1-800-261-6898 (24/7) or [email protected].

I sent an email and I have not gotten a response yet.

We apologize for the inconvenience. Our customer service team is currently receiving a high volume of emails and our response time is unfortunately impacted as a result. If you need to get in touch with us right away, please contact 1-800-261-6898. Our phone lines are operating 24/7.

I need to pause/cancel my subscription, skip an item, delay a shipment or update my address.

For any time-sensitive requests, please contact us by phone at 1-800-261-6898 (24/7) to make sure there is no delay. Email requests will only take effect on your account when we are able to process your email.

I need to update my credit card information.

Updating a credit card can only be done by phone. Please call us at 1-800-261-6898 (24/7). If you are using PayPal with your subscription, you will need to update the credit card associated with the billing agreement from your PayPal account.

When will I be charged?

The charge for the introductory shipment will be pre-authorized when you place your order, and the final charge will be processed when the shipment is picked up from our warehouse by the carrier.

Subscription shipments are pre-authorized when they are sent to the warehouse for processing and the final charge is processed when the shipment is picked up from our warehouse by the carrier.

On subscription pre-orders, the final charge for your introductory offer is processed at the time of order.

I have a prepaid plan, when will I be charged?

You card will be authorized for the full amount of your prepaid plan when you place the order, and the charge for the full prepaid plan will be finalized when your first shipment leaves our warehouse.

Your prepaid plan will automatically renew for the same plan you selected at the time of order after all prepaid shipments have been sent, and the first shipment of the next plan goes to our warehouse for processing. You will be charged the full amount for the prepaid plan at the time of renewal.

To change your prepaid plan to another plan or switch to monthly billing after your plan ends, please reach out to our customer service team at 1-800-261-6898 (24/7) or [email protected]. We recommend calling us before the end of your current plan. Please note that you will not retain the same discount if you opt to switch to a shorter prepaid plan or monthly billing.

I changed my mind I would like to cancel my order/shipment.

Your order can be canceled until it is sent to the warehouse for processing. Once an order has begun processing, it cannot be canceled. We apologize for the inconvenience. If you would like to cancel future shipments on your subscription or cancel a new order before it is processed, please give us a call at 1-800-261-6898 (24/7).

For prepaid plans, canceling will stop future renewals but all paid-for items will continue being sent.

I placed an order a little while ago and I have not received it or received tracking information.

We’re here to help! You can call our customer service center at 1-800-261-6898 (24/7) or email us at [email protected] to check on your order.