Overview:

This website is operated by Dechant’s Railroad Express. These terms and conditions apply to the following selling venues: MrTrain.com, Amazon.com, Ebay.com, Etsy.com, Bonanza.com and Michaels.com. Throughout the site, the terms “we”, “us” and “our” refer to Dechant’s Railroad Express and MrTrain.com. The term “you” refers to anyone reading these terms and conditions. Also to anyone using, buying  or receiving our products and/or services. MrTrain.com offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service. We reserve the right to change/update these Terms of Service at any time.

General Conditions:

We reserve the right to refuse service to anyone for any reason at any time. We will not be held liable for improper or illegal use of our products or services. The proper installation and use of our products is solely the responsibility of the end user(s). Any damage or injury caused by improper installation or use of our products will not result in any refunds or reimbursements. All items are sold with the expectation the buyer has the skills, knowledge and tools to properly use and/or install. Unless stated or supplied, instructions and tools are not provided with the products for installation and proper use. We reserve the right to change pricing and our terms of service at any time, without notice and for any reason.

Shipping and Delivery:

Be sure to check and double check the shipping address on your order. We will not be liable for packages delivered to an incorrect address that was provided. If you provide an incorrect address and your package is returned to us, the original shipping charges are non-refundable, and you are responsible to pay shipping to resend your package to your updated address. Shipping speeds and delivery times are NOT guaranteed. If you are buying items for a gift and/or require them by a certain date, it is YOUR responsibly to be sure they are ordered in enough time to have them made and/or processed, shipped and delivered. All orders are processed as fast as possible; however, we cannot predict any delays in shipping that is out of our control. We always recommend ordering in advance to be sure you get your items. No refunds or reimbursements will be made for packages that are delivered “late” or not by the specific date you wanted them delivered. If an item isn’t received by your desired date, you can return the item (excluding personalized items) after reading and fully understanding the return policy below. We reserve the right to use any shipping service/speed we desire unless you pay/request for a different/faster service. This request does NOT make us liable for you not receiving the product due to mishandling by the shipping service. Any complaints about shipping service must be directly addressed to the shipping service (USPS, UPS, FedEx, DHL etc etc.)

If you “Refuse” a package and it is returned to us we will deduct outbound shipping, return shipping and a 50% restocking fee from your refund.

We do NOT have control over the day or time your package will be delivered. We ship all orders ASAP, and it is YOUR responsibility to be available to accept the package on any day that the carrier (USPS, UPS, FEDEX, DHL etc. etc.) delivers. This may include weekends, holidays or after business hours. The security of your package is your responsibility. Any complaints regarding delivery must be directed at the shipping carrier. We will not be held liable for any lost, missing or stolen packages.

Items/packages damaged in transit:

All of the packages that we ship out have insurance through their respective carriers (UPS, USPS, FedEx, DHL, etc.). Insurance claims require images of the packaging, the shipping label and the damaged product. DO NOT discard the packaging until after YOU inspect the item(s) for any damage that may have been incurred in transit. Without these images an insurance claim WILL NOT be granted from the carrier. Please allow up to 180 days for the insurance claims to be completed. We do not have any control over the outcome of insurance claims or the length of time they take to be investigated.

Please note, many carriers DO NOT cover the cost of outbound or return (if you choose to return the items at your own expense) shipping in an insurance claim. If the claim is approved, they will issue reimbursement for the product cost only.

After the insurance claim has been processed, whether approved or denied, it will be the buyer’s choice to repurchase replacement items. If you chose to ship your items back for us to process the claim and you want the items back, it will be your responsibility to pay for shipping back to you.

If you do not know whether your item was damaged in transit, you MUST send photos of the damages to us, and we will investigate the issue. There will NOT be any refunds or reimbursement for damages without photo evidence.

Handmade product disclaimer:

Many of our products are hand made by our professional team of engineers and builders, therefore each item is unique in its own way. The items made out of wood are made of REAL wood, including our roofing products. That means there could be normal imperfections in items that do not affect their operation. Each board/batch is its unique color and can vary between orders. If you are purchasing our wooden roofing products, we do our best to match the color to that order. However, we CANNOT guarantee orders placed on different days, weeks, months or years will match the previous color. There will NOT be reimbursement if you place additional orders and the colors do not match. Those items can be returned after reading and fully understanding the return policy below.

*If you contact us before your additional order with a photo of the previous color(s) we will do our best to match. *

Return Policy:

PLEASE CONTACT US FOR RETURN APPROVAL AND TO RECEIVE AN RMA NUMBER BEFORE SENDING AN ITEM BACK

Return request are accepted within 30 days of your order purchase date. Buyer pays for all return shipping charges. The item(s) must be received within 5 business days from the approval date. Package(s) must be shipped with insured/tracked postage. All items must be packed and secured the same way in which you received them.

If items are damaged/unsellable due to your poor packing and handling, we may charge you up to a 100% restocking fee.

Returns that are opened and able to be resold, are assessed up to a 50% restocking fee. Refunds will be issued for the cost of the product only (less restocking fee) and will not include original shipping costs. IF an item offers “free shipping”, the refund amount will have the actual shipping charges we incurred AND any restock fee deducted from the cost of the item.

To initiate a return please send an email to sales@mrtrain.com utilizing “RETURN REQUEST” in the subject. Please provide your name, address, phone number, order number and return reason in the email. We will review and typically respond to your request within 48 hours. Once we respond, you’ll be notified by e-mail of the status of your return request.

For approved requests, you’ll receive a unique RMA number. This number MUST be included inside your package (we recommend printing out the email with your RMA number and including it in the box) and WRITTEN on the outside of the package.

After receiving your return, it will be inspected and assessed any restocking fees. Please allow 15 business days for the refund to show on your original payment method. If you have not seen the refund after 15 business days, please contact us for more information.

*Personalized item manufacturing time is not guaranteed. We reserve the right to exceed the “3 day” manufacturing time for any reason without notice. All times stated are business days.

Cancellation Policy:

If a buyer requests to cancel an order before the order has shipped, we will deduct a restocking fee up to 20% to cover non-refundable payment transaction fees. If your order has already shipped, the buyer can return the item. All “Return Policy” terms and condition listed above will be followed for a cancellation request where the package has already shipped. Shipping charges will not be refunded.

*PERSONALIZED ITEMS CANNOT BE RETURNED FOR ANY REASON. IF YOU REQUEST TO CANCEL YOUR PERSONALIZATION ITEM, THE CANCELLATION MAY BE DENIED IF YOUR ITEM HAS ALREADY BEGUN TO BE MADE. THE ITEM CANNOT BE CANCELLED OR RETURED AT THIS POINT.

*CLEARANCE AND/OR “BLEMISH” ITEMS ARE SOLD AS IS AND CANNOT BE RETURNED FOR ANY REASON

*PROMOTIONAL AND “FREE” ITEM OFFERS CANNOT BE RETURNED FOR CASH VALUE