1.) How do you calculate the cost of shipping and Handling?
If you are in the USA, we don’t. Shipping & Handling is a flat rate. $6.99 in the USA.
Orders over $100 now qualify for free shipping.
International Orders are billed at a flat rate of $100.00. We will email you options for the carrier and shipping speed. We will either refund to the actual shipping cost or invoice for the difference.
Canadian Customers – Shipping is via USPS by default.
2.) Import Duty, GST / VAT Charges
Our prices do NOT include Import Duty and / or GST / VAT for shipments outside the of the USA. You may need to pay these charges at the time of delivery to your “Ship To” address. You can contact your local Customs Office to determine what these rates may be. Please note that we will not report a lower package value. Thank you.
3.) Can you combine, add items to or hold my order(s)?
We are not able to combine, modify or hold orders. Prior to finalizing your order, review your shopping cart to assure you have ordered the correct scale, quantity, etc. If you notice a mistake on your order, please email our customer service department at [email protected] to cancel your order so you can replace it with a correct one.
4.) Do your orders require a signature for delivery?
We require a signature for delivery for all orders over $700.
5.) What are the terms and conditions for Christmas and/or Holiday Shipping?
Orders must be placed by 12:00 pm (noon) EST on the date specified in our Holiday Shipping Schedule to qualify for “guaranteed” holiday delivery. If the order is not delivered in time for the holiday, we will refund the amount that you paid for shipping. However, we will not be responsible for any incidental or consequential damages, nor for circumstances beyond our control. FedEx, DHL, UPS or USPS tracking will constitute proof of delivery.
During peak times, we change the carrier and/or method of shipping at our discretion.
We do our very best to insure timely deliveries for all. Thank you for your cooperation, understanding and, most of all, ordering in ADVANCE of the cut-off dates!
It is not uncommon for USPS to take 3 to 4 weeks to deliver packages starting after Black Friday.
The best way to ensure timely delivery is to ORDER EARLY! Thank you.
6.) My tracking number shows delivered but I didn’t get it.
This is an unfortunate situation. Usually, the package has been delivered to a neighbor’s house and they will place it back in the mail. You will need to contact your local mail carrier or mail carrier supervisor at your home post office. Once the tracking has been updated to “Delivered” we can no longer assist in locating the package and we can not send out a replacement. You will need to place a new order. Don’t forget to check your Mailbox! Not all packages get delivered to your porch. If you live in an apartment and won’t be home to except your package, consider having it sent to a PO Box or Mail Service.
7.) My new train engine still hasn’t arrived and I have an open house the day after tomorrow, can you overnight me a new one?
We have no control over the delivery of a package, nor can we do anything to speed it up. Provided we have the same item in stock, you are more than welcome to purchase a 2nd and make a buyers request at checkout for overnight service. We will invoice you for the additional shipping and handling cost via PayPal. Once you receive the delayed package, you are more than welcome to return it for a full refund at your expense.
8.) Will I get a tracking number when my order ships?
Yes, tracking is provided on all orders and is sent via email automatically when we print the shipping label. If two business days have passed and you do not have it, try checking your junk or spam folder. You can also find your tracking info by logging into your account.
9.) I am going out of town for a week, I won’t be able to get my mail until after Tuesday, can you ensure that it gets here before then?
No, we have no superpower control over the post office and there is no way we would guarantee a delivery. Why not wait to order until you get back or request the post office to hold your mail until you return. It is free of charge.
10.) I received a wrong or broken item; can you go ahead and send me the correct one and then I’ll send you back the wrong/broken one.
In the past we would go ahead and ship the new item in hopes that we would get the original item back. Too many times, the customer ended up with both and it’s too far of a drive to go door knocking.
While we do our absolute best ensure 100% accuracy in shipping, sometimes mistakes are made. No, we are not trying to mess you over. 😊 Why would we? Do you think that we would expect you to keep something you did not order when we offer free returns? Of course not.
We will however provide a return label free of charge and when we received the item back, the correct one will be sent, and you will be updated with the new tracking number.
If you can’t wait that long, you are more than welcome to purchase another one and then you will be refunded once the first one is received.
11.) Can I place an order and then pay you with a check?
Not a chance. (Unless you are verifiable Train Club) We only except payments online via our secure payment processing.
Rules subject to change.
If you actually read all this, congrats!! You are head of the class. 😊