Company Information & Policies Page
Model Train Warehouse Inc.
Mailing Address
593 East State Street - Eagle, Idaho 83616
EBay Phone Sales - 1-866-939-5777 - Select Option #1
Customer Service / Questions - 1-208-939-5777 - Select Option #8
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 will can to order 24 hours a day 7 days a week through our secure web-site.
EBay Telephone Hours - Monday-Friday 10:00 am to 5:00 pm. Mountain Time.
Email Customer Service is available Monday-Friday 10:00 am to 5:00 pm. Mountain Time. We answer all emails within 24 hours Monday-Friday. Email's received after 4:00pm Mountain Time on Friday's will be answered by 4:00pm Mountain Time the following Monday.
EBay Customers - If you purchase multi-items on the same day through our EBay Store or EBay Auctions please "Wait" for us to send you an invoice. This will allow us to verify your order and to ensure you receive the correct shipping credits.
Payment – We accept Master Card, Visa, Discover, American Express, Debit Cards & PayPal.
PayPal – We gladly accept PayPal. We ship to “Confirmed” addresses only.
Our PayPal payment information is: payment@modeltrainwarehouse.com
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.
Shipping Costs - We have negotiated very attractive rates with our carrier (UPS) in order to provide you with as low as possible shipping costs.
Effective February 18th, 2009 We Have ADDED USPS Priority Mail Service (*) As A Shipping Option Along With Our Standard UPS Ground Service.
WE OFFER COMBINED SHIPPING DISCOUNTS!
(*) Processing and delivery - We attempt to process and ship all paid orders within 2 business days (Monday-Friday) for UPS Ground Orders. For POST OFFICE (USPS) Orders please allow up to 3 working days for processing.
Ground packages should generally take 1-7 working days to reach you once your order has shipped.
Mail packages should generally take 2-3 working days to reach you once your order has shipped.
Please note that since the USPS went to a zone based system for ALL packages (not letters) in 2008 (like UPS and Federal Express have used for years) it is now often much more expensive to ship via the USPS than UPS.
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!
Please contact us at: sales@modeltrainwarehouse.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)
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.
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 must email us for a return authorization number 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.
Any item returned for exchange or refund must be in new and resalable condition with all original packing materials, manuals, bags and factory boxes.
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.
Special Order or Closeout Items are not returnable.
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.
Electronics & DCC – 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 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 flyer, 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 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.
Inventory – We update our inventory several times a day Monday-Friday and at least 1 time on Saturday & Sunday. Due to our numerous selling venues it is possible for an item you selected to have already been sold. It that case we will contact you and either advise you of extended delivery date (providing the item is still available and the delivery time is acceptable to the customer) or we will provide a prompt refund for the item/s that were not available.
Legal Disclaimer - 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. We reserve the right to decline the acceptance of any order.
Thank You…Model Train Warehouse - Revised 11/2/10 | 
TRSg~~_11.JPG "Model Train Warehouse Inc")
) 
