So, who are you folks, and how did it all start?

Well, Mike in New York has been collecting figures etc for a long while now, and he's a real fan of the whole gaming & modelling scene. He's an enthusiastic supporter of the hobby, and been wanting to set something like this up for years.
Meanwhile the other Mike in New Zealand has been building models, painting figures, etc, for other people for more years than he cares to remember. NY Mike saw one of his models on Ebay and made contact. Slowly, plans evolved, and now here we are!

Tell us about the services you guys offer.

Custom-built scenic terrain pieces for gaming or display - Castles, ruins, fortresses, etc. It could be a unique item that the client has designed themselves, or something from a movie or artwork.
Whatever they want really, we'll try and make it a reality for them.

We also do dioramas, display models, figure painting and conversion. From single figures to whole armies. We'll also paint figures in pretty much any scale, from gaming minis on up.

Future plans include our own little range of resin scenic pieces & accessories; limited edition models and collectables, some full-size items, and more. Keep checking back regularly to see what's new.

What's the story with the different pricing levels?

Basically, it's to give more of a choice for our clients. Because with custom work every model is different and unique, it makes it essentially impossible to have set prices for a lot of things, until we know exactly what the customer wants.
So when you tell us what you're after, we'll get back to you with a range of prices - for different levels of quality/detail.
Some people want items simply to game with, a nice piece that'll look good on the gaming table. Other folks want something they can show off purely as a display model. And other folks want a little bit of both. There's a lot of variables.
One question people often ask is - "What exactly will the different prices get me in terms of the final model?"

The simple answer to that question is this: Time spent on it.
The best way to think of it would be ...More time spent = more detail = better quality model.

Often the materials used won't vary too much between the different options, and in most cases, the time taken to build the basic structure of the model will be the same - it's the detail level and finishing that determines the difference in pricing.
Extra detail takes a lot more time, whether it's sculpted, built from bits, or multiple layers of texturing, painting and weathering.

So it's the same for the figure painting side of things?

Pretty much, yeah. It's early days yet, and we're still working on fixed pricing system for painting figures. So we're doing currently quotes on a case-by-case basis.

We've simplified our level structures:

Level 1 / Wargaming standard -- Some minor shading, usually 2 shades of each main color. Good for rank & file troops, hordes or massed armies.
Level 2 / Display quality -- More details picked out. Extra layers of shading/washes etc. More general variety. Ideal for either the display cabinet or gaming with.
Level 3 / Collectors quality -- Time consuming, and therefore usually a lot more expensive. Intended more for display/showcase figures rather than the constant handling of gaming. Having said that, it's a good level for special characters/generals etc.

The descriptions above are for figure painting, but the same thing applies to model work - for example: A level 1 fortress will be a basic, but nice tabletop gaming model. At level 2, it'll be more detailed and have more layers of paint & weathering. suitable for display as well as a gaming piece. Level 3 is the next step up again. Even more detailing, painting & weathering - a real collectors piece.

OK, so I want to make an order, how does it work?

Just contact us and let us know what you'd like, it's that simple :-)

Once we've discussed and agreed everything with the client, we usually then ask for a 50% deposit before starting work. This covers things like materials costs, and initial labor to get the project underway. Payment is due in full before the model is shipped. For long or particularly complex and time-consuming jobs, we usually ask that clients pay off the balance in regular installments as the project progresses.
Of course, if anyone prefers to pay the full cost upfront, then that's fine too.
The deposit is refundable if the order's cancelled before any work begins or materials are purchased.
If an order is cancelled after we've already started work/purchased materials, then half of the deposit is refundable if it's within a week of us having started. After that point, then the refund could be less, depending on how much work has already been done.

What are the payment options?

At the moment we accept either Paypal, or Bidpay.com payments. They're reliable, safe and efficient.

And what about shipping?

Yes, I know. New Zealand. It's the other side of the world to most people reading this. I mean, it's Middle Earth, after all... Shipping doesn't take long from NZ - usually around a week to the USA, but we always like to allow an extra few days in case of delays etc. For small and light items we can send them even quicker (2-4 days) for an extra cost.

Shipping prices are dealt with on a case by case basis, simply because the sizes and weights are always different each time.

Some bulkier models will naturally have higher shipping charges. But we'll always be able to give people a pretty good ball-park estimate before the job begins. And while our shipping costs may sometimes be a little more expensive on bigger and bulkier items, our models are very reasonably priced for the quality level we offer, so the client still ends up saving money in the long run.

Items are sent with a tracking code, and fully insured, so in the unlikely event of something going drastically wrong in transit, the goods are covered for any loss or damage.

Do you guys offer any guarantees?

Absolutely. If you're not happy with the model, we'll do what we can to try and resolve it. That situation shouldn't arise though, because we'll send photos of the completed model before it ships anyway, so the customer sees it before it leaves the workshop.

Customer satisfaction is very important to us. It's in our best interests after all - We want happy customers who'll keep returning and tell all their friends about us :-) So if there's ever a problem, let us know.
It's important to remember that these are models though, they're not bulletproof. They need to be treated and handled with care. So we're not responsible for any normal wear and tear, or 'battle damage' a model might sustain once it reaches you. If an over-zealous orc catapult punches a dirty great hole through the fortress walls, or your dog chews the battlements off ... that's not our fault :-)

Sounds good. Any future plans in the works for Custom Hobby?

Definitely. Watch this space :-)