Frequently Asked Questions

  1. Is it safe to use my credit card on your site?
    Shopping at johnnystone.com (a DBA of HB Global Products) is safe. We prioritize the protection of your credit card information by using advanced encryption technology to secure your data during transmission.

  2. What forms of payment do you accept?
    We currently accept Visa, MasterCard, Discover, American Express, and Paypal.

  3. What is the status of my order and where is my order history?
    Your order status will be available 24 hours after your order has been placed, by simply clicking on the My Account at the top menu. If you don't see the My Account on the menu, First log in. Then you will see My Account on the menu. After clicking the My Account, it will show the order status and all your order history.

    The invoices of all the orders are available at your account. If you'd like to print, click the view button there.

  4. Product search ?
    Type a keyword of the item you look for in the SEARCH box, then it will show all the products related to the keyword. Or if you know a model # of an item, just type it in the search box.

  5. Shipping ?
    1. Our current carriers are UPS, FedEx, and USPS. Your order will be shipped via one of these carriers unless you request otherwise.
    2. We ship to the continental 48 US States Only. For Alaska, Hawaii, APO, FPO, all off-shore U.S. territories and possessions, the international shipping, please contact us.
    3. Please remember that UPS & FedEx do not ship to P.O. Box addresses.

  6. When can I expect to receive my order?
    Orders are typically processed and shipped within 2-5 business days after receipt. The delivery time will depend on the shipping method you select.

  7. Cancelling or altering an order after the checkout?
    If you wish to cancel your order, you can notify us by email

  8. Damaged/Incorrect Products or Incomplete Orders ?
    1. If you have received an incorrect item, or if you believe that part of your order is missing, please immediately send an email to us. In your message, indicate your name, order number, and email address, and provide as much detail as possible about the situation. We will take appropriate steps for your benefit after investigation.
    2. If you have received a damaged item, we will be happy to replace it, assuming a comparable replacement is available. But claims must be made within 3 days of receipt of your order by Contact Us. Otherwise, we don't unfortunately accept your claims. We also might ask for the proof such as taking a picture of the damaged part and emailing it to us.

  9. Returns & Exchange ?
    You may return or exchange any goods ordered from us for any reason within 30 days of receipt. Returns or exchanges are eligible for a partial refund or exchange. Please ensure that the items are returned in their original condition and packaging. And there are some exceptions as referred to in clause 9.d and 9.e.
    1. The product(s) to be returned or exchanged must be new (not damaged and used) in the original box.
    2. You are responsible for the costs of returning or exchanging goods.
    3. Upon receipt of the return, we will issue a refund after deducting A 15% RESTOCKING FEE and shipping cost, or we will send you the one you want to exchange after charging the 15% RESTOCKING FEE and shipping.
    4. Items you can't return or exchange: all the miniatures(tall ship, cruise ship, boat, yacht, case of model ships), all the cardboard cutout standups, jewelries and all the wind chimes.
    5. All sales are final for the custom ordered products and you can NOT return the products.

  10. Do you have a catalog?
    Currently, Our entire product line is online, we do not have a physical catalog.

  11. What are cookies? Do I need to enable cookies on my browser to shop at johnnystone.com?
    1. A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.
    2. You need to enable cookies on your browser to enjoy all the shopping features at johnnystone.com. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on the Log Out on the top menu.

  12. Emails in the spam folder
    Sometimes emails from us are treated as spam for some unknown reason. Therefore checking your spam folder in your mailbox once in a while might be worthy.


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