Ordering, Shipping, Pricing & Warranty Policies
We accept orders through our On-line Store or by phone (toll-free), or fax at the present time. Also, if you live near, or are visiting the Vancouver, British Columbia area, visit our fully stocked store (call ahead and we can assist you with directions or see our Contact Us page).
When you place your order, please use our secure online shopping cart. Once we have received your order it will be processed by our staff as follows;
- A member of our staff will process your order within 2 business days (can be longer during peak periods such as Christmas). We will e-mail you with an updated order status and let you know of any products which may be sold out or backordered and suggest alternatives if possible. Please note: Some orders may require extra processing time as we may need to contact the manufacturer to confirm availabilty or delivery dates.
- If you have ordered any locomotives as part of your order, they will be carefully unpacked and fully tested by our staff (motor, running quality, digital, sound etc) and programmed (if requested) before shipping
- Once you order is complete or if you have requested a partial shipment, the order will be passed to our shipping staff who will carefully package the products and determine the fastest and most cost-effective shipping method based on the content of your order. We charge for shipping based on the actual shipping costs for your order.
Should you wish to order by fax or telephone, please include the following information with your order or have it ready when you call;
- The manufacturer, catalog number and quantity of each item you wish to order.
- Your complete shipping address and how we can contact you (telephone, fax, e-mail).
- How do you wish to pay? If you would like to pay by Visa, American Express, MasterCard (AmEx cards cannot be billed in US Dollars at this time), please include the credit card number, expire date and name on the card. Note: If you do not wish to submit credit card information over the Internet, you can call us with your order # at 1-866-799-6098 or you can fax 1-250-494-1212, a clear copy of both sides of your credit card with your signature authorizing your order number and related shipping charges.
For our address and other contact information, please see our contact page.
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Due an increasing number of small on-line orders, we are forced to apply a minimum order policy to maintain our levels of pricing and service. We have done our very best to avoid this policy, however, the amount of staff time involved in processing these orders makes the cost prohibitive and prevents us from properly serving all our customers.
All new customer orders must have a minimum value of $45.00 Cdn. Existing customers may login to their customer account to bypass the minimum order (a $15 handling charge may apply in addition to shipping costs to shipments of less than $45 although generally we are able to combine orders when possible.) This policy will allow us to maintain our current low prices for all our customers. Thank you for understanding this policy change
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We have one of the largest inventories in North America of European model railroading products. The inventory status of all our products is now available online. If you would like to check the status of a locomotive or car before you order, please contact us toll-free 1-866-799-6098 (USA/Canada) and our staff will check our inventory for you.
Should a product be out of stock, it is typically are available to us within two to four weeks, depending on the manufacturer. If you are interested in a product we highly recommend placing an order rather than waiting for it to return to stock. We re-stock popular products regularly but some products may not be re-stocked unless ordered by a customer. Some New Item announcements may be pre-orders not yet released by the factory and will ship as soon as they are received (See "New Items" below). We try to post expected delivery dates for pre-orders when the factory provides them.
We do our best to keep our database up-to-date however occasionally a product on our website may no longer be available from the manufacturer. We are not always provided timely data on what has sold out at the factories or distributors. In this case we will notify you as soon as possible and suggest alternatives that may meet your needs.
We will notify you as soon as we process your order when we are expect them to arrive. With this e-mail confirmation, you are given the opportunity to make any necessary changes to your order. Once changes or no changes are made, the order is processed and binding. Pre-order and backordered products will be shipped as soon as they arrive from manufacturer. Order status can be checked 24 hours a day on our website by logging into the "My Account & Orders" section of our site.
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We have realized that some customers may not be familiar with how the European manufacturers release new items each year. New releases are announced by the manufacturers in February at the Nuremberg Toy Fair and at other points throughout the year. These announcements are almost always in advance of the products actually being available to dealers. Delivery dates can range from a few weeks to a full year (rare, but it happens!) from the initial product announcement. At Euro Rail Hobbies and More, we try to ensure that the expected delivery date of the item is always listed when we have that information available to us.
Some manufacturers offer advance-order discounts on these items to dealers which we are then able to pass on to customers who wish to place advance orders though our pre-order program each spring. Because of these programs and customers who have told us they like to plan their purchases for the year, we always post all manufacturers new items as soon as we have the information from the manufacturers. Please check our Latest News section for information on each year's pre-order discount program.
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We are proud to have shipped to customers from over 60 countries including;
Republic of Korea
United Arab Emirates
We charge for shipping based on the actual shipping costs for your order. We do not charge a handling or packaging fee of any type (with the exception of shipments of low value or some larger pre-formed layouts due to the size and cost of materials required to ship them safely). Due to the wide variety of shapes, sizes and weights, we cannot provide accurate costs on the internet. We will confirm the shipping method and provide a cost estimate upon request. Regardless, you will be charged the actual shipping cost we incur when we ship your order. Unfortunately we can no longer ship to certain countries such as Russia.
We screen all orders diligently for fraud. In some cases we may ask for additional information before we ship an order. Orders placed with a re-shipping or forwarding service as a shipping address may be cancelled (please contact us before placing your order).
Canadian orders are shipped by Canada Post insured mail services at actual cost and/or Fed-Ex as they are the most economical options.
Items shipped outside of Canada will be shipped by the best means available at actual cost of shipping. We now ship to the United States directly from Washington State via the US Postal Service. International orders will be shipped via USPS, FedEx and OCS/TNT for shipping overseas. Again, these are the most economical options. Note: All orders over $100.00 will also be insured over and above the shipper's insurance.
Shipments to the USA
As of September 2014 we are now shipping most* US-bound orders from Washington State via USPS to save on both shipping time and more importantly shipping costs for our customers.
* A small number of US orders may still be shipped from our store in Canada if our shipping staff determine there are minimal differences in shipping cost and delivery time between shipping from Washington State or Canada. This is may be due to the type of shipping needed, insurance requirements, or shipment size/value.
Some customers have asked if any additional charges, taxes and duties apply when we ship to the USA. US customers pay NO ADDITIONAL duties or taxes on the items we ship (any kind of shipment - orders, repairs, digital installations etc.). In most cases, shipping charges are comparable to US domestic charges for the services we use. Customs brokerage fees are charged ONLY on items shipped by FedEx ground when a value is over $200. US Funds - in most of these cases we then use OCS for shipment. If you have any questions about our shipping procedures and costs, please contact us.
While it is an extremely rare occurrence, the various postal systems/couriers we use may loose track of your package before it arrives at your home. If you are awaiting a shipment from us and it does not arrive or your tracking number shows no changes for a week or more, please contact us, preferably by phone, and our staff will begin the claim/tracking process as soon as possible. While all our shipments are fully insured, the tracking/claim process can take some time, particularly when multiple postal systems are involved.
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All prices on our site are shown in either US Dollars (USD) or Canadian Dollars (CDN).
Our prices are based on current exchange rates with both EURO & U.S. $. Due to currency fluctuations, we reserve the right to change prices as required. You will pay the quoted Canadian OR US $ value when your order was placed. (We reserve the right to make price corrections when factories arbitrarily make price adjustments and/or corrections to their product lists and when there are significant cost increases due to exchange fluctuations).
Note: Once your order has been confirmed at the US or Canadian price you ordered, that price is what you pay, unless significant cost changes occur as per above. In some instances, the time that it takes for your order to be filled, i.e. some New Item releases have taken up to a year to be produced by the factories. Should a significant cost change occur, we will notify the customer giving them the opportunity to make changes to their order.
We are able to offer special web pricing to our internet customers, up to 10-15% off our current in-store prices. All prices shown in our on-line lists are available for on-line orders only. These orders will be shipped to you.
Occasionally items may appear in our lists with a price of $0.00. This indicates that we have yet to receive pricing details from the manufacturer for this item.
In cases of human or computer error we reserve the right to cancel orders for items when incorrect prices for said items are listed on our site . In this case the customer will be offered the option of cancelling the item off their order (with no penalty) or continuing with the purchase at the proper price.
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All items ordered/purchased should be considered Final Sales unless damaged or non-functional. If an item is to be returned, you must contact us first for a Return Authorization Number so that we understand the nature of the return. At our discretion, we will advise whether or not a return will be accepted. Items shipped without our authorization will not be accepted. Under no circumstances will return shipments be accepted at our PO BOX in Lynden, WA. The Post Office will return to sender at sender's expense. A cancellation/restocking fee may apply (see Cancellations below).
IMPORTANT: ALL item/order cancellations should be made by telephone or telephone message to ensure they are properly recorded. While we attempt to review all customer emails prior to shipments, during busy periods we can fall behind in email and may miss your message.
Once an order has been confirmed as being received by us and the customer has provided payment information to us, we then accept this as a purchase agreement. If the customer decides to cancel the item, either once received or when special ordered, (i.e. item not in stock), a 20% restocking or a 25% cancellation fee will apply. As noted in factory catalogs, we also are not responsible for last minute changes that a manufacturer may make to an item nor the pictures given to us by factories. We offer you the best information and photos available at the time of ordering. In addition, shipping/customs fees/taxes are the responsibility of the customer for returns/cancellations and will not be refunded. Finally, all special sale items are non-returnable/ non-refundable including software programs. Any additional customs fees incurred as a result of not following our return authorization instructions will be expensed to the customer.
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All Marklin, Trix, Fleischmann, Brawa and most Roco locomotives will automatically have at least 2-Year Manufacturer's Warranty (selected Marklin/Trix/LGB items may have a 5-year warranty). Every HO, N and Z Gauge locomotive that leaves our store premises will be tested to ensure complete operation. In the rare instance that a warranty is required, you must provide a proof of purchase with your warranty card information completed. We will then either repair your locomotive at No Charge or return to the factory for warranty repair and/or replacement. In some instances, it may be cheaper for the customer to return directly to the factory rather then sending back to us. We will advise the best course. Shipping costs are the responsibility of the consumer. This is up to the manufacturer. Note: If the locomotive has been abused and/or manufacturer's warranty instructions have not been complied with, we will repair your locomotive at our material costs and labor cost and then pass onto the consumer. Note: Normal wear & tear does not constitute a warranty claim at which point our material & labour costs will be applied.
Please note that the customer is responsible for all related shipping costs.
Digital Conversions will also have a 1-Year Extended Warranty added to the 1 year part warranty. This will be voided though, if our installation has been tampered with or altered.
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If you have any questions about our ordering procedure, shipping methods, pricing, warranties, etc. please contact us and we will do our best to answer all your questions. When we are unable to provide a satisfactory answer, we will do our utmost to find out for you.