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FAQ's
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About Us Do you have a shop I can visit? Do you sell at toy fairs, swap meets etc? Do you manufacture your own models? Can you modify a model for me? |
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About Models |
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Pre-Sale Queries Do you sell used/secondhand models? I am looking for a particular model but can't find it in your store, do you have it? I am looking for a particular model but can't find it in your store, can you get it for me? Can you supply models painted to order? I want to buy several models from you, what discount can you offer? Are the models you sell suitable for children? Is a particular model in stock? Do you take pre-orders for future releases? Can you supply replacement case tops and/or bases for models? |
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Account Queries Do I have to create an account to buy from your store? What's the difference between checking out as a guest compared to opening an account? How long does it take to open an account? I've just opened an account, but can't see the order(s) I've already placed? |
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Ordering Process Why must I enter a phone number when placing an order? After completing the checkout, I was redirected. Is this safe? I have placed an order but, didn't receive an email confirming it. |
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Payments Which credit/debit cards do you accept? Will my payment details be secure when I order off your website? When will my credit/debit card be charged? Can I pay by cheque or Postal Order? |
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Security & Privacy Will my personal details be secure? If I purchase from you, will you pass on/sell my details to other organisations? |
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Delivery Will my model be packed securely? When will my order be despatched? Which delivery company do you use? Who delivers overseas for the Royal Mail? Will you let me know when my model has been despatched? Will I have to be in to receive my parcel? Can you send my order to a different address from my billing address? |
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Returns & Refunds |
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| About Us | |
| Do you have a shop I can visit? | |
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No, we are solely an online and mail-order retailer and are unable to accept any personal callers. |
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| Do you sell at toy fairs, swap meets etc? |
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| No, the only way to take advantage of our great prices is by buying online. |
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| Do you produce a catalogue? |
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| No, catalogues are expensive to produce which doesn't work with our low-cost approach to model prices. However, we do stock several manufacturers catalogues which are available for a small charge. |
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| Do you supply wholesale? |
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| No, we concentrate on being a retailer. |
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| Do you manufacture your own models? |
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| No, the models we sell are all produced by leading manufacturers. |
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| Can you modify a model for me? |
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| No, regrettably, we just don't have the skill to this but, there are specialist out there who would be prepared to do it for you. An internet search for 'code 3' should help. |
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| Are you interested in buying my collection? |
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| Sorry, no, we don't buy used models. Try the model magazines, there's always traders offering to buy in there - just don't set your hopes too high. |
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| Are you associated with any other business? |
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| No, none at all. We are totally independent. | |
| About Models | |
| What are models made from? |
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| Most fall under the umbrella of diecast (or die cast or even die-cast, if you prefer), that is generally cast from metal, most commonly zinc or a zinc alloy such as Mazak (otherwise known as Zamak) and in some cases, resin. However, they are not entirely made of metal or resin, having many injection molded plastic and other material parts. |
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| Which is better, diecast or resin? |
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| Die casting is perfectly suited to manufacturing small detailed parts, such as those need for models. Quite often the choice as to whether you opt for a diecast metal or resin model is dictated by what material the model is available in. The manufacturing advantage resin has over metal is that it is cheaper, quicker and easier to produce. Hence, you will often see companies who specialise in resin models, producing models of less popular subjects which others would not produce in metal as they simply couldn't make any money by doing so. So for the customer, one advantage is having the choice to buy models that otherwisae may not have been produced but, the biggest advantage is that resin models are actually more detailed than those made from metal. |
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| Why aren't all the motorsport models just like the car or bike they are based on complete with all the sponsors names and logos displayed? |
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| We would love to be able to supply models which are 100% faithful to the original subjects, but legislation bans the displaying of tobacco advertising on models, whilst sponsors logos may be missing due to licensing or copyright restrictions. |
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| What is a Code 3 model? |
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| Code 3 is the modifying of models and something that some model manufacturers frown upon. However, it can sometimes be the only way to get the model the way you want. Simple modifications may be in the form of a re-spray or change of wheels, full scale modifications may involve turning a road vehicle into an emergency vehicle. | |
| Pre-Sale Queries |
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| Do you sell used/secondhand models? |
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| No, we only sell new models? |
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| I am looking for a particular model but can't find it in your store, do you have it? |
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| As an online retailer it is paramount that all our stock is listed in our online store at all times. Therefore, if you can't see the model you require in any of the store categories or by performing a search, we regret, we do not have that model. |
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| I am looking for a particular model but can't find it in your store, can you get it for me? |
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| Following on from the previous answer, if we don't have the model you require, we are very sorry, but we will be unable to get it for you. |
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| Can you supply models painted to order? |
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| Sorry no, we can only supply models in the manufacturers original paint schemes/liveries. An experienced modeller would most probably carry out the repainting for you, but it would be wise to check with them before making your purchase to ensure the model is suitable. | |
| I want to buy several models from you, what discount can you offer? |
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| It has always been our philosophy to offer models at the very best price, whether a customer is purchasing a hundred or just the one. For that reason, we regret, we don't have the scope to offer any further discount on the models we supply. |
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| Are the models you sell suitable for children? |
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| Generally speaking no, most are only suitable for young adults of 14, 16 even 18 and over. Individual recommendations are shown on the relevant product description pages, but If you are in any doubts, please do contact us for advice before making your purchase. |
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| Is a particular model in stock? |
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| Unlike many online model retailers who list catalogues of models - whether or not they actually have them in stock or can even supply them at all - we only list models on our web store which we physically have available in stock. When a model sells out between our frequent store updates, our live stock control will prevent that model from being sold, so you'll never get one of those emails that some retailers send out saying that they can't supply your order after all. |
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| Do you take pre-orders for future releases? |
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| Sorry, we don't take pre-orders for any of the models we sell. |
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| Can you supply replacement case tops and/or bases for models? |
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| No, we're sorry, these are not available separately. | |
| Account Queries | |
| Do I have to create an account to buy from your store? |
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| No, you may checkout as a guest if you prefer, but our system will automatically create an account for you in case you may need it in the future. |
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| What's the difference between checking out as a guest compared to opening an account? | |
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When placing your first order, checking out as a guest will take around the same time as if you were to create an account. Opening an account is not committing you to anything at all, it is merely there to make your shopping experience easier. Should you decide to create an account, you will enjoy:
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| How long does it take to open an account? |
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| It's as quick as typing in your details, there's no authorisation to wait for and if you open an account when placing your order it's even quicker as you'll have entered all your details anyway. |
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| I've just opened an account, but can't see the order(s) I've already placed? |
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| When you open your account, it will not automatically find and include any order(s) you may have placed prior to the opening of your account. If you would like to have any past orders included in your new account, please contact Discount Model Centre and we will be happy to do this for you. |
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| Are my personal details safe in my online account? |
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| Assuming you are using a strong password and don't let others know your login details, then yes. All data transmitted to and from you online account is protected by GeoTrust SSL encryption. Look for the padlock icon in your browser and the URL beginning https for added peace of mind. |
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| Can I store my payment details in my online account? |
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| No, payment details are not stored in online accounts, they must be entered again for each new transaction. | |
| Ordering Process | |
| Do I have to order online? |
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| No, if you would prefer to order by phone, that's no problem at all. |
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| Why must I enter a phone number when placing an order? | |
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We understand why some customers are reluctant to enter phone numbers when placing an order. That's why we pledge to only use your number in connection with the processing of your order. In most cases, this will mean absolutely no contact at all by phone. However, for parcels being delivered overseas, your number will be displayed on your parcel in the event that the carrier needs to contact you in relation to making the delivery. |
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| After completing the checkout, I was redirected. Is this safe? |
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| If you are being redirected to Sage Pay - as you should be - then yes, it's entirely safe. If for any reason you are being redirected elsewhere, please close the page without entering any information and contact us immediately. |
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| I have placed an order but, didn't receive an email confirming it. |
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When you place an order online, a confirmation email is sent to the email address you entered when placing your order. If you do not receive this email within a few minutes, there are two likely explanations:
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| How do I check the status of my order? |
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| All customers will receive two emails after placing an order, the first being your order confirmation, the next being notification that your order is despatched. If you have created an account with the Discount Model Centre you can additionally check your order status at any time. Simply log in and select 'View Order Status' from the menu on the right, locate the order(s) you are interested in and click the large 'View Order Details'. |
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| Payments | |
| Which credit/debit cards do you accept? |
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We accept all major credit/debit cards which are members of the following networks:
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| Will my payment details be secure when I order off your website? |
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| Yes. We don't collect or store any of your payment details ourselves. All payments are processed directly through Sage Pay, one of the leading providers of online payment solutions. You can be confident that your details are 100% secure with Sage Pay. |
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| When will my credit/debit card be charged? |
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| If you choose to pay for your order by either credit or debit card, your card will be charged immediately whilst completing your transaction even if your goods may not be despatched until the next working day. |
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| Do you accept PayPal? |
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| Yes, we are pleased to accept PayPal on all orders. |
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| Can I pay by cheque or Postal Order? |
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| No, we are sorry, we no longer accept payment by cheques or Postal Orders. |
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| Can I pay by money/bank transfer? |
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| No, we are sorry, we do not accept payments by money/bank transfers. |
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| Do you deduct VAT for non-EU customers? |
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| As we are not registered for VAT, we are unable to make any tax deductions from the quoted prices. |
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| Security & Privacy | |
| Will my personal details be secure? |
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| Yes, our online store is protected by a GeoTrust SSL Server Certificate which provides AES-256 256 bit security. Or, to put it another way, all data transmitted to and from our site is encrypted so, even entering your name and address is encrypted during transmission. Check your browser web address bar and you'll see our address beginning https:, also, look out for the padlock icon for more information regarding the validity of our certiificate. In addition we are PCI compliant. |
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| What is PCI compliance? | |
| The PCI Security Standards Council was founded by the leading credit card providers in order to protect customer data when shopping online. All online stores, no matter how big or small, should now be PCI compliant. In order to meet with PCI compliance, we have to process data in accordance with their regulations and have regular scans of our systems and online store to ensure that personal data can not be compromised. |
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| If I purchase from you, will you pass on/sell my details to other organisations? |
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| Definitely not. We don't even have this option in our store as we will not disclose your personal details to anyone unless required to do so by a court of law. |
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| Delivery | |
| Will my order be packed securely? | |
| Yes, we pride ourselves on our packaging service and use only the best materials to ensure your model reaches you in the same condition it leaves us. All models are boxed and void space in the box usually filled with packaging chips but, never with dusty shredded paper. After all, you expect to find a model in the box, not a hamster! |
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| Do you ship World-wide? |
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| We are pleased to despatch to addresses in nearly all countries. If your country is not showing in the 'calculate shipping & handling' section of the shopping cart, then we are unable to ship there. |
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| When will my order be despatched? | |
| Orders received before 1pm for in-stock items are despatched on the same day (Mon-Fri). Orders received after that time will be despatched the next working day. Any exceptions to this will be shown in the 'Availability' entry in the product details. If for any rare reason we are not able to meet our despatch targets - for example, due to adverse weather or industrial action - we will notify you immediately. |
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| Which delivery company do you use? | |
| We use Royal Mail for all deliveries. However, on occasions we may use an alternative method of equal or better service where we deem it appropriate and will notify you accordingly. |
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| Who delivers overseas for the Royal Mail? |
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| This varies depending upon destination but, generally it will be the postal service responsible for your daily door-to-door deliveries. |
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| When will my order arrive? | |
For deliveries to United Kingdom addresses, we expect to deliver your order as follows:
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| Will you let me know when my model has been despatched? | |
| Yes, for all online orders, we will send you an email to confirm once it has been despatched. |
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| Will I have to be in to receive my parcel? |
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| It is important that someone will be available to accept your parcel as a signature may be required. No signature, means no delivery and you may then have to collect your parcel from your local collection office or arrange for a redelivery. |
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| Can you send my order to a different address from my billing address? |
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| Generally yes when paying by a credit or debit card. We appreciate that many customers prefer to have their orders sent to an alternative address, be it for convenience or as a gift for the recipient. Therefore, our shopping cart is designed to allow different billing and shipping addresses to be entered at the time of placing your order. However, customers should be aware that some transactions may fail in the payment process, or be later rejected, where an alternative shipping address is given. |
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| Can I track my parcel? | |
| Tracking is available on the following delivery methods; 1st Class Recorded and Special Delivery for United Kingdom deliveries, and International Signed For and Airsure for overseas deliveries.
If you have opted for one of the above delivery methods, you can track you order on the Royal Mail website using the tracking number to be found by logging in to your account and viewing your order. |
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| My parcel hasn't arrived. What should I do? | |
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We are sorry that your parcel has not yet arrived. Quite often, we find that non-delivered parcels are being delayed at the recipients local Royal Mail sorting office. If you haven't already done so, it may be worth checking with them to see if they have it. They may have already tried delivering it and not left a card. If this is the case, your parcel will be returned to us if it is not claimed. The maximum time to wait for a Royal Mail delivery is 15 working days for deliveries within the United Kingdom and 25 working days for deliveries overseas. If your parcel has still not been delivered within this time, please do contact us in order that we can arrange a replacement (subject to availability) or refund, whichever is your preference. |
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| My parcel has been returned to you. How do I arrange for a redelivery? | |
| When a parcel has been returned to us undelivered, we will contact you to arrange redelivery. If the delivery failed due to an error on our part or that of the delivery service, the redelivery will be free of charge. If the delivery failed for other reasons, i.e. not collected from collection office, change of address, incorrect address provided etc., then the redelivery will be charged for. |
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| Returns & Refunds |
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| Can I cancel my order? |
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| You may cancel any order up to 28 days from the date of purchase, simply send us an email to let us know. If your order has not yet been despatched we will issue a full refund. If your order has already been despatched you will need to securely return the goods to us at your own expense before a refund for the cost of the goods excluding postage is issued. |
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| My order arrived damaged or is faulty, what can you do? |
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| We are sorry that your model has arrived damaged or is faulty. Please let us know the details by email and if damaged in transit, a picture of the damage packaging would also be appreciated. We'll then provide you with details of how to make your return and receive either a replacement (subject to availability) or full refund, whichever is your preference. |
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| How long will it be before I receive my refund? |
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| We aim to process all refunds within 24 hours of an order being cancelled or goods being returned to us where applicable. Refunds are made back to the original payment method and may take around 7 days to show on bank and credit card statements. |
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