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General Interest
  

Trainz Policies & Terms:

How do I checkout for my purchase?
What methods of payment do you accept?
What is your shipping policy?
Can I combine shipping?
Do you ship to P.O. boxes?
I live in Canada, what is your shipping policy?
What countries do you ship to?
How much is international shipping?
How can I contact you?
What is your return policy ?
What should I do if my package is damaged?
I received a second chance offer, is it really from Trainz?
What is your feedback policy?
Do you charge tax?
How do I checkout for my purchase?

Pay Now: Click the 'Pay Now' button at the top of the listing to immediately proceed with the checkout and payment process.

Pay Later: If you choose not to checkout now, eBay will automatically send you an e-mail shortly after the auction closes. That message will contain a link to the eBay checkout, where you will be able to quickly and conveniently pay for your purchase. You have seven days to complete payment for your item(s).

What methods of payment do you accept?

We accept Visa, MasterCard, American Express, Discover and most bank issued Debit Cards through PayPal. We accept Visa, MasterCard, and Discover directly. Payment details for specific items can be reviewed by clicking the "Shipping and Payments" tab at the top of every listing.

What is your shipping policy?

We’re committed to keeping our shipping prices low, and our delivery times fast. Our system will automatically choose the best carrier at the time of shipment to help us deliver the lowest prices and fastest service possible. We ship packages with all major carriers using a variety of services. Your order is professionally packed to offer the best possible protection during transit. If something should go wrong, every package we ship is insured against both loss and damage. The moment your order ships you will receive an automated confirmation e-mail which provides tracking or shipment confirmation.

Requesting a specific carrier may result in additional charges.

Can I combine shipping?

The eBay checkout system will automatically combine shipping on items you pay for during the same checkout session.

  • Multiple items purchased from a single listing are charged at the listed first and additional item rates.
  • If you combine items from two or more eBay listings into a single order, the listing with the highest shipping rate will be charged normally, but the shipping will be discounted by 75% on the second and subsequent listings.
  • Some items are too large, too heavy, or too fragile to ship with other items. These items do not qualify for combined shipping discounts and are identified as such within the items listing.

To take advantage of combined shipping discounts, you may continue purchasing additional items from the Trainz eBay Store. You have 7 days from your first purchase to add additional items to your order. Make sure all of your auctions have ended prior to checking out. All of your purchases will be automatically consolidated into one invoice during checkout.

Do you ship to P.O. boxes?

Yes. However, we can no longer send insured shipments over $50 to P.O. Boxes. If you specifically request that we ship an order over $50 to a P.O. Box your shipment will not be insured. You (the buyer) assume any risks associated with shipping uninsured packages to P.O. Boxes. At times it may be necessary to charge additional shipping fees for heavy or large items when P.O. Box delivery is requested.

I live in Canada, what is your shipping policy?

We ship ALL Canadian orders via FedEx or USPS (at our discretion) at the Canadian shipping rate indicated within the listing. Applicable Canadian brokerage fees, and duties are included in Canadian shipping prices. Provincial sales tax will be charged at the time of checkout.

What countries do you ship to?

We ship to the following destinations...

  • North America: Continental US (excluding Hawaii, Alaska, APO/FPO, and US Protectorates), Canada, Mexico
  • Asia and Australia: Australia, Bangladesh, China, Hong Kong, India, Japan, Korea, Malaysia, Pakistan, Singapore, Sri Lanka, Taiwan, Thailand
  • Europe: Belgium, France, Germany, Ireland, Italy, Luxembourg, Monaco, Netherlands, UK, Vatican City

International shipping rates are listed on each item. To see your actual shipping rate make sure you are logged into your eBay account and click the "Shipping and Payments" tab at the top of every listing. Listings which do not include international shipping rates are not eligible for international shipping.

How much is international shipping?

International shipping rates are listed on each item. To see your actual shipping rate make sure you are logged into your eBay account and click the "Shipping and Payments" tab at the top of every listing. Listings which do not include international shipping rates are not eligible for international shipping.

We generally ship international orders via FedEx, though at our discretion we may ship orders under 4 pounds or 50 dollars via USPS. Pricing is set at the carriers published International rates. You (the buyer) are responsible for duties, taxes, and brokerage fees..

How can I contact you?

Just click the "Ask a question" link at the bottom of any of our listings.

What is your return policy?

We love happy customers and do our best to maintain a fair and hassle free customer satisfaction policy. We will gladly repair or replace your item, issue a refund, or negotiate a partial credit.

Just contact us within 14 days of receipt of the item. Explain why the item does not meet your expectations and how you would like us to handle the issue. If your item has been damaged try to include a photograph of the actual damages. We’ll do our absolute best to make you happy.

If you and Trainz decide that the best recourse is to return the item for refund or repair we will send you a pre-paid return call tag at no cost (except for returns due to customer remorse). Make sure to include your contact and order information when you return your items. Once Trainz receives and inspects the items we will repair your item or issue a refund based on the following criteria.

  • Listing Errors: If we made an error when listing or shipping an item we will provide a full refund including shipping costs.
  • Product Defect: If an item advertised as new or functioning fails to function we will provide a full refund including shipping costs after exhausting any applicable manufacturer warranty repair options.
  • Product Damage: If an item is damaged in transit we will provide a full refund including shipping costs. Some cases may require a damage claim to be filed with the carrier before a refund can be issued.
  • Customer Remorse: If you’ve purchased something that is the wrong scale, wrong color, or simply decide you don’t like or want the item, we will issue a refund for the final item price minus a 10% restocking fee.

Trainz will not accept returns that do not include an authorized return call tag, proper identifying information, or where we have not been contacted prior to the return.

Trainz will not accept partial returns from lots of multiple items.

Certain items (clearly marked "as is" within the description) are not covered by this return policy.

What should I do if my package is damaged?

Despite our best efforts items sometimes become damaged during transit. Contact us within 7 days of receipt of the item to handle damaged item claims via the standard return process. If possible please include photographs of damaged packaging and items to expedite the carrier claim process. Please do not discard or destroy damaged packaging as we may require it for insurance purposes.

I received a second chance offer, is it really from Trainz?

Trainz never sends second chance offers. In most cases, unpaid items will be automatically re-listed. If you receive a second chance offer from someone purporting to be Trainz, or are asked to send payment to a PayPal account other than payments@trainz.com, please contact spoof@ebay.com to report the situation.

What is your feedback policy?

We provide positive feedback after we receive payment, your item ships, and you leave positive feedback for us. We never leave negative feedback for paying customers. We offer a 100% satisfaction guarantee. Please contact us with any problems before leaving negative feedback.

Do you charge tax?

We collect taxes where required by law.

  • Georgia sales tax is automatically added to Georgia orders.
  • Applicable Canadian brokerage fees, and duties are included in Canadian shipping prices. Provincial sales tax will be charged at the time of checkout.
  • Sales tax is not charged for any other location at this time.