Customer Satisfaction

At the end of the day, our goal is to assure as much as we are able an excellent value and your satisfaction. A chief component in meeting that goal is your expectation of us. Thus, this page will outline the basic guidelines of how we do business, so you know what to expect.

Shipping: In most cases, products ship on the same day we are paid, or the next day the post office is open for business. Dispatch from our local post office is 2PM weekdays, and noon Saturdays. With rare exception, we ship by the US Postal Service Priority Mail. Sometimes, if the package is heavy, the US destination is far away from us, we may ship by parcel post if the cost of Priority is prohibitive.

Where shipping is included in an item price, or subject to a flat charge (such as $3.00 per shipment, etc.) the delivery area covered is the lower 48 US States. If the delivery is to be made outside that area, then the actual charge for shipping will be added to your order.

In the case of shipments beyond US borders, we have no control over any customs fees or duties, import taxes or other such charges. Consequently, the customer must be aware of these and prepared to pay them if any apply. Under no circumstances will we misclassify the nature of our merchandise so as to circumvent any fees, taxes or duties owed by the customer. To do so would be a serious violation by us, with penalties that could result in serious financial consequences for us - and for the customer.

To track a package en route to you, enter your tracking number in Google search. No matter how we have shipped, Google will refer you to the correct tracking site.

Returns: The following general guidelines apply, but may be revised depending on individual circumstances:

  • Goods damaged or lost in shipment: we will replace the item at our expense, repair it, or refund all or a portion of your cost as may best suit your preference. For example, if minor damage or a malfunction may be repaired locally, we can pay for the repair by refunding a portion of your purchase price. Contact us to work out the most satisfactory arrangements. If we request return of damaged goods, we will refund to you our original cost of shipping the item back to us.

  • DOA Products: Operating products (such as locomotives) that are "dead on arrival" may often be exchanged or refunded if returned to us within 10 days of delivery, with all packaging and literature completely intact.  Otherwise, instructions included with the product may specify a different procedure. Contact us as soon as possible to determine the appropriate method.

  • Warranty claims for products with defects in materials or workmanship which arise after a period of normal operation: Specific procedure will vary by manufacturer. Retain all paperwork which came with the item, and contact us to discuss the specific procedure that will produce the most favorable outcome.

  • Products with no defects but which don't operate or appear as expected, or are unsuited for intended use: Within 20 days of receiving the item(s), return to us in the same condition you received it, with all packaging, instructions and enclosures intact, at your expense. We will exchange, refund or credit your account as you prefer. After 20 days, we will work with you to make a reasonable adjustment. Let us know immediately should this situation arise. Please note, occasionally items are sold "as is" and are not subject to adjustment. These are always clearly marked. For example, a box of old rail car parts or loco shells may be sold as salvage and would be marked accordingly.

  • Products received in error: Promptly advise us if this occurs and we will refund to you the cost of return shipping to us upon return of the item. We will send the correct item, or issue a refund as you prefer. Please contact us first to arrange particulars of the return.

The above procedures are a set of guidelines intended to respond to most situations. They are not inflexible policies and we will do our utmost to address all concerns and issues you may have, to your satisfaction. There may be things we can or can't do, but you'll never hear us say, "Sorry, that's not our policy."

Security and Privacy: Unless at the demand of duly authorized government authority acting under a valid warrant, we don't disclose, rent, sell, give away or otherwise disclose the emails, names, addresses, phone numbers or similar customer data to anyone, period.

We do occasionally disclose the first name, last initial and state or region of customers whose articles, photos and narratives appear in our web site or other publications. However, we will NOT do so upon your request.

How to Reach Us: Accessibility is good:

Name: Mike Militello
Phone: (540) 846-6206
Fax: 404-591-8682
Address: 12013 Wales Drive, Fredericksburg, VA 22407

Although we have to eat and sleep like everyone else, there is no particular restriction on hours to call. Emails are scanned several times daily.

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