PREORDER POLICY

Preorder Policy

EFFECTIVE DATE: SEPTEMBER 23, 2021

Our Preorder Policy applies to consumer preorders placed directly with ScaleTrains.com, Inc.  By placing a preorder, you agree to the terms and conditions set forth in the Preorder Policy.

Select Retailers™ are independently owned and operated.  Preorders placed with a Select Retailer are subject to the individual retailer’s preorder policy.

Select Retailers are subject to our wholesale policy.

 

WHY SHOULD I PLACE PREORDER?

Placing a preorder ensures the exact model(s) you desire to purchase is reserved for you when it becomes available (in stock) at our Benton, Tennessee warehouse.

We encourage customers to place their preorder by the Preorder Guarantee Date™ noted on the individual product page.  Preorders received by the Preorder Guarantee Date ensure the customer will receive their model(s) desired plus it helps us determine the quantity of each item to order from our factory.

We usually order additional inventory so we have product available to sell beyond the Preorder Guarantee Date.  We are unable to determine how long this inventory will be available for preorder or purchase upon arrival (in stock) because it is impossible to predict how many new preorders we will receive after the preorder deadline.  If our website accepts a preorder after the Preorder Guarantee Date, we will fulfill the preorder.

In the unlikely event a catastrophic event occurs (i.e. container falls off a ship, shipment is damaged in transit, etc.), we fulfill preorders by date and time placed.  In this situation, we reserve the right to limit or cancel preorders as well as delay delivery.

 

PLACING PREORDERS

Preorders can be placed via www.ScaleTrains.com or by calling 844-987-2467, extension 1 (844-9TRAINS) in North America or 423-299-3689, extension 1 outside North America.

All preorders require acceptance of our preorder policy during the checkout process. The first time a customer places a preorder, we encourage customers to create an account.

Setting-up a customer account allows access to the My Preorders tab in the My Account section of ScaleTrains.com.  Here, customers can track the status of their preorders.  In addition, this makes checking-out for future orders quick and easy.

 

PAYMENT DUE DATE

Preorders are not paid at the time the preorder is placed.  Payment is due at the time a preordered product(s) arrives at our Benton, Tennessee warehouse and is billed.

We’re unable to accept payment for a preorder prior to arrival.  We recommend selecting Additional Payment Method as the payment at the time the preorder is placed and then purchasing gift codes.  The gift codes can be applied during checkout when the payment request email is received during billing.

 

TRACKING PREORDER DELIVERY DATES

We work closely with our factory to provide a realistic delivery date at the time a new product is announced.  Sometimes, additional details become available after the announcement.  To ensure our models are as accurate as possible, we will delay production rather than ship a model that does not meet our high-quality standards.

To view the most up to date delivery information, visit…

  1. The product delivery schedule (ETA) page (https://www.scaletrains.com/delivery-status/).
  2. The individual product page.

When your preorder departs our factory, we will send an email with an estimated delivery date.  Approximately one week prior to arrival, we’ll send a second reminder with the anticipated billing date.  

CHANGES AND CANCELLATIONS

PRIOR TO BILLING

Placing a preorder is a non-binding commitment to purchase a model(s) when it becomes available.   Please do not place large preorders with the intention of reducing/canceling later.

We understand “life happens” so we accept quantity reductions and cancellations.  If you would like to adjust the items on your preorder, please let us know as soon as possible.   This provides us an opportunity to resell the model(s) to other customers.  email us at Sales@ScaleTrains.com or call 844-987-2467,  extension 1 (844-9TRAINS) in North America or 423-299-3689, extension 1 outside of North America.

Please provide the following information:

  • First and last name
  • Shipping address
  • Phone number
  • Order number
  • Item number(s)
  • Quantity desired

To increase a preorder, please place a separate preorder as we track preorders by date and time.

The delivery date reminder emails provide a great opportunity to verify the payment method, shipping address, items ordered, etc. are correct prior to billing.  Preorders placed on separate orders and arriving at the same time will be billed together as long as the payment method, shipping address, and email address match exactly.

Payment, shipping address, and/or preorder updates must be completed within 24-hours of the billing date to ensure the changes take effect before the automated fulfillment process begins.  Changes made within 24-hours of the billing date may delay fulfillment and shipping.

AFTER AUTOMATIC BILLING

Changes made after the automatic billing process begins will likely delay fulfillment and shipping.  Reducing or cancelling a preorder after payment has been received may result in a 5% fee to cover charges assessed by our payment processor.

Continual and excessive cancelations as deemed by ScaleTrains.com, Inc. may result in the cancellation  of current preorders and/or the inability to place future preorders.

 

ADDING IN STOCK PRODUCTS AT THE TIME OF BILLING

Up to seven (7) days prior to the preorder billing date, customers can place an in stock order to ship with their incoming preorder.  To ensure both orders are shipped together, include an order comment on the in stock order to ship with the preorder and include the preorder order number. 

 

PREORDER EXPIRATION DATE

Inventory for unpaid preorders is reserved for at least 14-days after the billing date.  At 5:00pm EST on the Preorder Expiration Date, unpaid preorders are automatically canceled and the item(s) is made available for sale.

For unpaid preorders, we send two payment reminders prior to cancellation.  Whenever possible, we will call the phone number on file at least once to collect payment.

We understand unexpected events happen and additional time may be needed to make payment.  To extend the payment deadline, email us at Sales@ScaleTrains.com with the preorder number and anticipated payment date.  We will confirm whether or not we are able to accommodate the request within three (3) business days.

 

PAYMENT VIA CREDIT CARD

When placing a preorder, credit card information is safely stored by our payment gateway during checkout using a tokenized system.  The only information visible to our employees are the last four digits and expiration date of the credit card.

During billing, the credit card number associated with the original preorder order is automatically billed.  Preorders paid during the automatic billing process receive priority fulfillment.  ScaleTrains.com, Inc. is not responsible for credit card or bank fees associated with automatic credit card billing including but not limited to overdraft and over the credit limit fees as well as declined transactions.

Credit card information may be updated at any time in the “My Account” section of our website for future orders.  To update credit card information for existing preorders, call our Sales Department at 844-987-2467,  extension 1 (844-9TRAINS) in North America or 423-299-3689, extension 1 outside of North America. 

 

ADDITIONAL PAYMENT METHODS

If a credit card number is not on file, an email is sent to the address associated with the original preorder order.  This email includes a secure link to a customized shopping cart with the preordered products.  To complete checkout, select a payment method including credit card, PayPal, PayPal Pay in 4, PayPal Pay Later, gift code, etc. plus verify the shipping address and shipping method.

 

HOLDING PAID PREORDERS

Inside Contiguous United States

We normally do not hold paid preorders inside the contiguous United States except when a customer is out-of-town or for a medical emergency.

Outside the Contiguous United States

We understand the desire to combine preorders arriving at different times to help reduce shipping costs.  That being said, our payment gateway provider has strict shipping timeframes for paid orders.  Paid orders must ship within 21-days.  Because of the potential financial penalties that can be assessed for violating the payment gateway provider’s shipping policy, we are unable to make exceptions.

 

FREIGHT CHARGES

WITHIN THE CONTIGUOUS UNITED STATES

When a preordered/backordered product(s) becomes in stock, ScaleTrains.com, Inc. will pay the ground shipping charges as long as the shippable total is $99 or more before sales tax and shipping charges are applied. If the shippable total is under $99, a $9.99 shipping fee will be added to the order.

Preordered/backordered items often arrive at different times. Each shipment is subject to the $99 minimum for free ground shipping.

OUTSIDE THE CONTIGUOUS UNITED STATES

Shipping charges are determined at the time of billing.  The default shipping method for automatically billed preorders outside of the contiguous United States is the least expensive shipping method via the US Postal Service (USPS).  Shipping charges do not include taxes, duties, or brokerage fees if applicable for international customers.  ScaleTrains.com, Inc. is not responsible for these expenses.

Preordered/backordered items often arrive at different times. Each shipment is subject to shipping charges.

If UPS is the preferred carrier, select Additional Payment Methods at the time the preorder is placed.

Please refer to our shipping policy (https://www.scaletrains.com/shipping-policy/) for additional details.

 

SALES TAX

We have a physical presence in Tennessee, California, Illinois, and Wisconsin and are required by state laws to collect sales tax.  Sales tax is determined at the time the preorder bills, not when the preorder is placed.  The sales tax amount is added prefreight to orders shipping into California, Wisconsin, and Illinois. For Tennessee, the sales tax amount is added post freight.

 

SHIPPING TIMEFRAME

Preorders normally ship within three business days of receiving payment.  This timeframe may be longer during periods of high volumePreorders paid during the automatic billing process receive priority fulfillment.  Orders are shipped in the sequence of payment received.

For preorders with Additional Payment Method as the payment method, selecting enhanced shipping such as 2-day or 1-day during checkout only affects the number of business days in transit.  Enhanced shipping does not cause an order to be moved to the front of the line to be fulfilled.  Due to our rural location, allow one extra business day when selecting US Postal Service (USPS) enhanced shipping.

Once the order is ready to depart our Benton, Tennessee warehouse, we will email a shipping confirmation with tracking information.  Please allow a few hours for the carrier to update their computer system after receiving this email.

 

UPDATES AND CHANGES TO OUR PREORDER POLICY

We reserve the right to modify or change our preorder policy at any time.  Changes and clarifications will take effect immediately upon posting to our Preorder Policy webpage.  We encourage you to review our Preorder Policy regularly to be familiar with the latest updates.