We are always updating our FAQ section, so please refer here in the future for all questions pertaining to Cinemaquette. If you don't find an answer here, please e-mail us and we will update this section.
New to buying from Cinemaquette?
Q: What does “Pre-Order” mean?
A: New items are made available to order for a period of 6 to 8 weeks, well in advance of the actual production of the item. If you order within this Pre-Order timeframe, you are guaranteed to get the item, unless you cancel your order.
Q: What does “Wait-Listed” or “Limited Stock” mean?
A: Since we only produce the exact amount of orders received during the Pre-Order period, we place any additional interested buyers on a Waitlist. If there are any cancellations from the original Pre-Order customers, then those items will be made available to those on the Waitlist.
Q: When will I be charged?
A: You will be charged when the item is in stock and ready to ship. If you pre-ordered the item, you will be contacted by email 1 week prior to shipping to confirm your order. If the item is currently in stock, your order will be processed at the time your order is placed.
Q: Do you take deposits or have payment plans?
A: Starting in 2019, we will require a $100, $200 or 10% deposit depending on the purchase price. Please visit our Blog section for details. Deposits are only required or Pre-order items. Deposits are non-refundable so cancelation of your pre-order will risk your deposit to be forfeited. Sorry, payment plans are not available.
Q: What is the shipping time?
A: We ship within 24 to 48 hours of charging your credit card. We aim to deliver your Cinemaquette within 3 working days.
Q: How much is the package insured for?
A: Your Cinemaquette purchase is insured for the full retail value.
Q: Why is the shipping quote so high on Pre-order items?
A: The shipping quote provided in your shopping cart is just an estimate. Since each item is made to order, we will not know the final shipping size until closer to the end of production. Your order will be updated with the correct S&H prior to being charged. We will also notify you a week in advance prior to processing and shipping your item out.
Q: Why can't I order the other Cinemaquettes?
A: In order to insure the highest quality, the production process for each edition is considerable. In order to maintain a fair and orderly distribution for each edition, orders will not be taken until each Cinemaquette is ready for delivery.
Q: I don't live in the USA or Canada, can I order a Cinemaquette online?
A: There are several authorized international Cinemaquette retailers, and you can visit their websites by clicking here
Q: I live in Canada, will I need to pay any taxes, duties or fees?
A: Yes, customers in Canada are responsible for any taxes, duties or fees when importing a Cinemaquette.
Q: I don't have a credit card, how else can I pay?
A: Currently, we’re only set up for credit-card purchases.
Q: How heavy is each Cinemaquette?
A: While each edition will naturally vary with the size of the character, the approximate weight is 25 pounds.
Q: What if I want to buy more than one?
A: Currently, we’re limiting the Cinemaquettes to one per customer. If we later decide to open up multiple purchase opportunities on specific editions, we’ll notify members via e-mail.
Q: What if my order gets lost or destroyed on its way to me?
A: Satisfaction is guaranteed; if there are any problems with either your order or delivery, simply notify us and we’ll make it right.
Q: Why do I have to wait so long for my delivery?
A: Due to the complicated production process, only a few Cinemaquettes can be manufactured at a time. We process the shipping in the order we receive them.
Q: What is your toll free number so I can talk to a human?
A: Our toll-free customer service hotline is 1-866-869-8606 FREE. Simply leave your name, phone number, e-mail address and specific question or problem with your order, and we’ll get back to you as soon as possible.
Q: Is the silicon head on my Cinemaquette going to deteriorate?
A: In point of fact, silicon has an incredible lifespan, maintaining its integrity and coherence for decades. The head is not merely covered with a silicon skin, but is in fact entirely composed of silicon, for better durability and overall quality. In addition, the paint that is used on the skin is also silicon-based (unlike other paints applied to latex, which has a very short shelf life) and should maintain its appearance for many years to come if stored in a dry place.
Q: What's the white powder that came with my Cinemaquette for?
A: Although we recommend against handling the face of the Cinemaquettes overmuch, we realize that it’s just human nature that collectors will want to touch the Cinemaquette’s head, and over a long period of time, if too much oil from human skin gets on the silicon, the face could appear shiny. The colorless powder is merely to prevent the shiny gloss, should it become necessary in years to come, to retain the proper matte finish. Also note that if the silicon face gets dirty due to pollutants in the air or human skin oil, it can be cleaned with a Q-tip and a small amount of rubbing alcohol. The silicon skin may get shiny after the alcohol cleaning, but a simple, light dab of the powder will return it to its natural look.
Q: What if his hair gets messed up in shipping?
A: Each piece is individually hand-punched and no two are alike. The hairstyle of each Cinemaquette has been styled before packing, but we cannot guarantee that it will arrive exactly the same way, due to the vagaries of shipping. The hair can be styled by the consumer with a simple toothbrush. Additional instructions for care of the Cinemaquette’s hairstyle will be posted here on the site as necessary.