| Model Train Warehouse Inc.
Company Information & Policies Page
Mailing Address: 593 East State Street - Eagle, Idaho 83616
Internet/Catalog/Mail Order Phone Sales:
1-866-939-5777 - Select Option #2
Customer Service / Questions 1-208-939-5777 - Select Option #3
Boise Idaho And Surronding Area Customer Please Contact Us At:
Directly 208-629-3702.
Company Information:
Model Train Warehouse was created to assist the model railroad community by offering fast and friendly service, low prices and 4 ways to shop. Our owners have been serving the retail, catalog and mail order industry for over 25 years. Our staff has over 40 years of experience in these industries with a member of our staff having been an active N Scale modeler since 1978. With a helpful staff, state of the art inventory and order processing system and fast shipping we are sure you will make us one of your sources for your model railroading needs.
Currently you can place your order 24 hours a day 7 days a week through our secure web-site.
Telephone Hours > Monday - Friday 9:00 am to 5:00 pm. Mountain Time
Our Call Center & Office Is Closed Saturday & Sunday
Email Customer Service is available Monday-Friday 10:00 am to 5:00 pm. Mountain Time. All emails are answered within 24 hours Monday-Friday.
Company Policies:
Payment – We accept Master Card, Visa, Discover, American Express, Debit Cards & PayPal.
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, 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 to 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.
Additional requirements: 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/Debt 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 Case Manually) Verified So ALL The Information Your 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!
PayPal – We gladly accept PayPal. We ship to “Confirmed” addresses only.
Our PayPal payment information is: payment@modeltrainwarehouse.com
We Now Ship Via UPS!
Shipping Costs - We have negotiated very attractive rates with UPS in order to provide you with very low shipping costs. Shipping charges are calculated by using your zip code & the weight of your order. A small handling and insurance fee is added to all orders based on size and value of your order. You have your choice of shipping options (located on our secure order form) so you know 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 days (Monday-Friday) for UPS Ground 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 your will receive an email giving you a shipping date and an option for changing your order to ground shipping.
Air Shipping Example: your order is placed and paid for at 11am Mountain Time on a Tuesday and you choose 2nd Day Air us 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.
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 - We Will Be Glad To Send Your Order Out To You Via The USPS. Please Note That This Typically Adds 1 Working Day To The Processing Time.
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 you 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 & Refunds: We want you to be happy with your items and our company!
All incoming packages MUST have a valid and current Return Authorization Number or they will be refused. (see below)
Exchanges - If wish to exchange an item/s we will allow you do to 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.
Refunds - 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 the item/s to us promptly.
The return authorization number you are provided by our Customer Service Department 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.
All item/s must be returned to us pre-paid. No COD returns or Call Tag Returns.
Pack all item/s 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 exchange or refund 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 at our returns center. This process can take up to 5 working days.
General: - 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 manufacture of the item should you need it.
Any item returned for exchange or refund must be in new and resalable condition with all original packing materials, manuals, bags and factory boxes.
Electronics & DCC – Due to the nature of electronic devise such as power packs and signals and ALL DCC products if an item fails to operate as designed we will be happy to work with you and the manufacture to have the item repaired or replaced. However the final decision rests with the manufacture as to the course of action and resolution. In some cases the manufacture may deem the failure as begin caused by the customer and this voids any type of repair, exchange, replacement or refund. 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 DCC manufactures.
Damaged packages: - If your order is received damaged, please email us at: customerservice@modeltrainwarehouse.com. Our Customer Service Department will be happy to assist you with the claims process.
Sales Tax: - Idaho residents, we will add 6% sales tax to your order.
Colors & Descriptions: - The actual item/s colors used on our site, in our flyers, advertising, catalog or on eBay, may not exactly match with the photos we use. Product detail information and photos are in most cases provided to us directly from the manufacturers. We do not produce these in-house and hence we cannot be held responsible for their accuracy, content or color quality.
Pricing - Prices at our retail store may be higher. Pricing may vary between our web-site, eBay store, eBay auctions and print advertising.
Suggestions, questions or concerns - We want you to be happy with us, your purchases 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: sales@modeltrainwarehouse.com. Your email will be delivered to the correct person and department for a prompt response.
Legal Disclaimer - All orders are verfied 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. We reserve the to decline the acceptance of any order.
Thank You...Model Train Warehouse Inc. - Last Revised 12/23/2011. |
