MTW, Inc - Proud Owners Of:
Model Train Warehouse, Inc.
Hobbies R Fun,
The Last Piece Puzzle Company,
And The DCC Doctor.
Company Information & Policies Page:
Mailing Address: 593 East State Street - Eagle, ID 83616
Internet/Catalog/Mail Order Phone Sales: 1-866-939-5777 Option #2
For Questions or Customer Service: 1-208-939-5777 Option #8
Phone Hours Are Monday-Friday 9am-5pm Mountain Time - Our Offices Are Closed Saturday And Sunday.
Boise Idaho And Surrounding Area Customers Can Contact Our Retail Will Call Center Directly At: 208-629-3702.
Our Retail Will Call Center Is Open Tuesday-Friday 11am-5pm Mountain Time. The Center Is Closed Saturday-Monday.
You May Also Contact Us Via Email At: email@example.com.
All Emails Are Answered Within 1 Business Day Monday-Friday, usually much faster.
Our parent company and its owners have been in the mail order industry selling different products since 1980 and were one of the first companies to have a fully functional web-site (with on-line shopping cart) back in 1996 and also one of the first companies to have a actual EBay Store (1998).
Model Train Warehouse & Hobbies R Fun were created to assist the hobbyist and model railroad community by offering fast friendly service, low prices and 4 ways to shop.
We are FULL TIME business that operates out of a commercial location in Downtown Eagle, Idaho a small city just outside of our State Capitol of Boise, Idaho.
Our combined staff has over 100+ years of modeling and hobby experience as well as electronics and computer background and one our staff is a licensed technician.
In 2011 our company formed a new Division "The Last Piece Puzzle" company to help with our growth in this area. We now stock over 300 different puzzles from many of the major manufactures.
In 2012 our company formed its newest Division "The DCC Doctor" to help focus on this rapidly growing area of the Model Railroading industry. Prior to this, our company had been selling and supporting the DCC Market Place since 2005.
With our helpful staff, state of the art real time inventory and order processing system and lighting fast shipping we are sure you will make us one of your sources for your hobby and model railroading needs.
We accept Master Card, Visa, Discover, American Express, Debit Cards & PayPal.
Our PayPal Payment address is: firstname.lastname@example.org
We gladly accept PayPal but we only ship to "Confirmed" addresses.
Credit Card Processing - Due to numerous changes in credit card acceptance procedures we require the following:
All information provided by you will be verified manually and electronically with your credit card issuer. All information including your name, address, city, state, zip and phone number must match with the information your credit card issuer has on file for you in order for us to process your order and receive an authorization on your card.
If the information you provide does not match, your credit card company MAY require that you update that information before they will authorize the sale.
As a Mail Order Merchant we are require to present to your credit card company additional information over a retail merchant who is performing a "Face To Face" sale.
If the information you provided on your order is not up to date you also run the risk of your credit card company placing a "Hold" on your account until they can speak with you directly and have you update your information.
In 2012 most major banks and card issuers will be moving towards a "Automatic" hold system when information provided by a MOTO merchant (Mail Order / Telephone Order) does not match their records. PLEASE keep you information up to date including your phone number.
If you are shipping to an address other than your billing address, we may require that you place this address on file with your credit card company. Most credit card issuers will be happy to help with this. Most will place this information in their alternate shipping/address field or in the notes section on your account. To avoid delays in processing your order, it is best to make sure that ALL of the information you provide to us at the time your order is placed is current and up to date with your credit card issuer.
Added Holiday Season 2009>> About Gifts & Credit Cards.
Due to New Credit Card Regulations as a Mail Order Company We Will NO LONGER Ship to An Address That is NOT On File With Your Credit/Debit Card Company Even If You Are trying to Purchase A "Gift". This Applies to ALL Orders, NO EXCEPTIONS! (As Stated Above) ALL Information Including Your Name, Address (Bill To And Ship To), City, State, Zip Code And Your Billing Phone Number Is Electronically (Or In Some Cases Manually) Verified So ALL The Information You Provide to Us On Your Order must be on file and up to date with your Credit/Debit Card Company or your order may be delayed, declined or cancelled!
To help with this our company now has our own In House Gift Cards!
These cards works just like a credit card, do not expire and can be reloaded. It can also be used on our site for paying for orders. Plus they can be purchased directly from our web-site.
We have negotiated very attractive rates with our shipping carriers in order to provide you with very low shipping costs.
Shipping charges are calculated by using your zip code & the weight of your order. You have your choice of shipping options (located on our secure order form) so you know what your total will be before you place/finalize your order.
Processing and Delivery:
We attempt to process and ship all paid orders within 1 business day (Monday-Friday) for UPS Ground Orders, and USPS orders.
For UPS Air Orders, your paid order will ship to you on the NEXT business day (Monday-Friday.)
For Air Orders, if a delay in shipping is anticipated, you will receive an email giving you a shipping date and option for changing your order to ground shipping.
Air Shipping Example: Your order is placed and paid for at 11:00 am Mountain Time on a Tuesday and you choose 2nd Day Air as your shipping choice, your paid in stock order would ship to you on Wednesday and arrive to you on Friday.
If you need your order by a certain date, PLEASE call us before you place your order on line.
Ground packages should generally take 1-7 working days to reach you once your order has shipped.
Mail packages should generally take 1-4 working days to reach you once your order has shipped.
Air packages should reach in based on the service level you selected and the date of shipment.
Customers with only a PO Box Address please call our Toll Free Order Line to place your order.
Sorry, but we do not ship to APO's, FPO's or any US based address that requires customs forms for delivery.
Canadian & International Customers:
We thank you for your interest in our company. At this time we do not accept any orders from outside of the United States. Please do not call or email us to ask us to quote your shipping or to make an exception to this policy as we will not.
Also we will not accept orders from outside of the United States where the customer asks us to ship it to an address inside the United states.
Exchanges and Refunds:
We want you to be happy with your items and our company.
If becomes necessary to return an item/s please contact us at: email@example.com to obtain an RA# & our returns address.
All incoming packages MUST have a valid and current Return Authorization Number or they will be refused. (see below.)
If you wish to exchange and item/s we will allow you to do so providing it is for a like item. (example, a UP freight car for a SP freight car.) There will be a 15% exchange fee, minimum $5.00 plus the customer is responsible for the freight. This applies to current merchandise only.
Special Order or Closeout Items are not returnable.
If you wish to return an item/s without reordering, there is a 20% restocking fee, minimum $7.50 and the customer is responsible for the freight.
In all cases you email us for a return authorization within 7 days from receipt of your order.
All Return Authorization numbers are valid for 15 Days Only! Please return your item/s promptly.
All items must be returned in new and resalable condition with all boxes, manuals and packaging material.
Additionally the return authorization number we provide to you must be clearly visible on the outside of the package you return the item/s to us in. Packages with no visible RA number or an expired RA Number will be refused.
Please note that due to our volume and location all packages are inspected by the inbound carriers who are actually the ones who refused our packages due to the above.
We have no control over this part of the process and cannot contact them asking them to look for a package that is missing an RA# or has arrived after the RA# number has expired.
No COD Returns or Call Tag Returns. All items/s must be returned to us "Pre-Paid". If you return an item due to our error we will reimburse you for the cost of the return shipping but only up to the amount it cost to ship it out to you.
Again, pack all items well and it is recommended that you fully insure the item/s. Any item/s damaged by the customer or that is damaged while in route back to us will be returned to the customer and no refund or exchange will be issued. If the item is damaged, you will need to contact the shipping company you selected to return the item/s back to us and file a claim directly with them.
We will process your exchange or refund once the item/s have been received back at our Returns Center. This process normally takes 2 to 4 working days.
Most items we sell carry a 30 day limited warranty. Additional warranties (if any) are through the manufacture of the product directly. We will be happy to provide you with contact information for the manufacturer of the item should you need it.
Starting in 2013 many of the major manfacturer now require the consumer (end user) to deal directly with them on any type of warranty issue. Again, we are happy to provide you with their contact information if necessary.
Electronics And DCC Products:
Due to the nature of electronic devise such as power packs and signals and ALL DCC items if an item fails to operate as designed we will be happy to work with you and the manufacturer to have the item repaired or replaced. However the final decision rests with the manufacturer as to the course of action and resolution.
There are NO REFUNDS on DCC or Electronics items.
Additionally, in some cases the manufacturer may deem the failure as begin caused by the customer and this voids any type of repair, exchange or replacement.
On electronic items it is best to contact the manufacture directly before installing or activating the item if you have any questions or concerns. We can provide you with direct phone numbers for all manufactures.
Model Train Warehouse will not provide refunds on DCC or Electronic items. Exchanges only on factory sealed product.
If your order is received damaged, please contact us at: firstname.lastname@example.org. Our Customer Service Department will be happy to assist you with the claims process.
Idaho residents, we will add 6% sales tax to your order.
Colors and Descriptions:
The actual item/s colors used on our web-site, in our flyers, advertising, catalog, on EBay or Amazon.com, may not exactly match with the photos we use. In most cases we use a photo (or photos) that were provided directly to us by the products manufacturer. This is also the case with product information and details. Since we do not produce these in-house we cannot be held responsible for their accuracy, content or color quality.
Prices at our Retail Will Call Center may be higher. Pricing may vary between our web-site, EBay Store, EBay auctions, Amazon.com and print advertising.
Suggestions, questions or concerns:
We want you to be happy with us, your purchase and your experience with our company. If you are not, or if you have a suggestion or comment please feel free to send us an email at: email@example.com. Your email will be delivered to the correct department and person for a prompt response.
All orders are verified when you place them. Please be advised that we monitor and record customer calls to ensure quality service and for order verification.
Due to our different selling venues ALL items are subject to prior sale.
All prices and policies are subject to change and daily updates which include are inventory.
We reserve the right to decline the acceptance of any order.
Thank you - MTW, Inc. Last Revised 10/26/13