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FAQs
Can I come by the warehouse to pickup an order. If yes, how long does it take to process the order?
  Yes - pick up can be done M-F between 815am-345pm except between 11am-noon when are closed for lunch. We would need at least 30 minutes from the time you place the order before it will likely be ready for pick up.

Our address is:
620 Haines
Liberty MO 64068

For directions, just use Google Maps (maps.google.com).

Can I email you my order?
  We no longer accept orders by email. Orders must be placed on the webstore (www.spruebrothers.com). This is to ensure that the correct items are ordered for you as frequently email orders are unclear or do not include sufficient detail to determine the desired items.
Can we come shop the warehouse?
  No - we are not open to the public. We are a warehouse and not a retail store. We are not insured to have customers in the warehouse.

However, we do have a pickup lobby which also has scratch and dent items for sale. The pickup lobby is open Monday -Friday 8am to 4pm except we are closed between 11am-noon for lunch.

Can you check and see if you have [AN ITEM] in your backroom/hidden stock/etc?
  All our items available for sale are listed at www.spruebrothers.com. Our items for sale are all listed with real time inventory so you know exactly how many we have for sale. We do not have any secret inventory/hidden stock/secret stash/etc.
Can you please set aside one of [an item] so I can order later?
  No - we use a real time inventory system. Either an item is available for purchase or is on an order.
How can I be notified when an out of stock item is back in stock?
  When you encounter an out of stock item that you want and we still are carrying, you can click on the "Email me when Back-In-Stock" function, enter your email address, and you will be notified by email when we get the item back in stock (email is automatically sent the moment we add inventory to the computer system).
Is what is available for sale actually in stock?
  Unlike other online hobby retailers, we actually stock everything we sell (except items specifically noted as not in stock, or pre-orders of course). The webstore lists, in real-time*, what we have in stock and keeps track of how many so that we only sell what is available for purchase,.

We have a fill rate of 99.9%. It is not 100% because every once in a while we cannot find an item that is supposed to be in stock. This usually is the result of "sticky fingers" (we don't find out about this usually until someone tries to buy it) or other human error. It does not happen very often, but it does once in a while.

* The only exception to real-time inventory is when we are vending at a model show. Sometime we are not able to update our inventory for up to 24 hours.

My credit card was declined when I tried to place an order online, can I call in the order for you to accept my credit card?
  If you credit card was declined online, your credit card will be declined if we put it in as well. This is because Sprue Brothers Models (SBM)has no decision whatsoever in whether a credit card is accepted or declined. That decision is made solely between your credit card issuing bank in conjuction with our credit card processor (one of the largest in the US).

Typical reasons for a declined credit card includes:

1) billing address used in your order does not match the billing address your bank has on file;
2) an incorrect CVV code (3 digit code on back of card) was entered;
3) insufficient credit limit (or funds, if a debit card);
4) your bank believes it is a suspicious transaction.

Sometimes a reason for a declined card is provided (such as an "AVS mismatch" which means the billing address provided does not match the one on file at your bank), but more often a reason is not provided. The only way to possibly determine the reason is for you to contact the credit card issuing bank (call the toll free number on the back of the card) and ask them.

My order was shipped to the wrong address. Can you assist?
  Depending on the shipper, it is possible to have the package re-directed to the correct address. At this time, only UPS and FedEx offers such as service. The service is not guaranteed. Also, there is a fee for this service. The fee amount depends on where the package needs to be re-directed to.

For the US Postal Service - if the package is returned to us, we will contact you for instructions on how you want to handle the returned package.

Who has to pay for costs associated with re-directing or re-shipping an order depends on who made the error. If Sprue Brothers made the error, we will do whatever necessary, within reason, to correct the error at our expense. However, if the error was made by the purchaser, then purchaser shall be responsible for any cost.

NOTE - when placing an order, you have two opportunities to verify the correct addresses were used in your order. The first is the initial checkout page where you can view the billing and shipping addresses, and second, an order confirmation email with your addresses and what you ordered is emailed to you immediately after you complete checkout (we receive a copy of this email as well to document the information that was used to place the order). Sprue Brothers ships to the shipping address specified in the order. As we have no way of knowing an address that you specified in an order is incorrect, we are not responsible for any orders shipped to the shipping address that was specified in the order that later is reported as an incorrect address.

What does the net merchandise total mean when determining shipping discounts?
  The net total is the amount of the order excluding the shipping cost, but including any discounts.

For example, if you order for 2 kits that adds up to $50 excluding shipping cost, but you have a coupon for a $5 discount applied to the order, the net total of this order is $45.00. Your final total is this net amount plus the shipping cost.

What is your phone number?
  816-759-8484

You did not indicate the reason for wanting the phone number. Please be advised of the following:

- Inventory levels are shown in real time on our website. If you need to know if something is in stock, the website is accurate.

- Credit card information is processed via the internet whether you place the order on your computer or call it in for us to process.

- If it is regarding a customer service issue, please email us at help@spruebrothers.com or let us know what it is here.

- Please be aware that we have no one dedicated to answer the phone as virtually all the orders we receive are via the internet, and most customer service issues are handled via email. If no one answer, either try again or leave a message and we can call you back.

Why does my US Post Office Delivery Confirmation Number not show any scans?
  The US Post Office (USPS) does not offer tracking number like UPS or FedEx does except for Express Mail. What is offer by the USPS is Delivery Confirmation (DC). The USPS is only required to scan a package with a DC number upon delivery. Sometimes they get scanned enroute, but the USPS does not always do so.
Why is my credit card being declined?
  Sprue Brothers Models (SBM)has no decision what so ever in whether a credit card is accepted or declined. That decision is made solely between your credit card issuing bank in conjuction with our credit card processor (one of the largest in the US).

Typical reasons for a declined credit card includes:

1) billing address used in your order does not match the billing address your bank has on file;
2) an incorrect CVV code (3 digit code on back of card) was entered;
3) insufficient credit limit (or funds, if a debit card);
4) your bank believes it is a suspicious transaction.

Sometimes a reason for a declined card is provided (such as an "AVS mismatch" which means the billing address provided does not match the one on file at your bank), but more often a reason is not provided. The only way to possibly determine the reason is for you to contact the credit card issuing bank (call the toll free number on the back of the card) and ask them.