We are pleased to provide you with the following choices to place your order with us:

Online Ordering:

• Once you find an item you wish to purchase, click on the "Add" button located near it. This places the item in your shopping cart. You then have the option of clicking on the "Continue Shopping" button to continue shopping for more items or clicking on the "Checkout" button and moving on to the next step. If you choose to continue shopping, you can access the items you already have in your shopping cart by clicking on the "View Cart" button at the top of any page on the site.
• Before final "Checkout" please take a moment to review your order. If you wish to delete any items from your order, check the "Delete" box located by the "Price" and then click the "Modify Cart" button. If you wish to change the quantity of an item you are purchasing, do so by adjusting the "Quantity" box to the left side of the appropriate item and then clicking the "Modify Cart" button.
• Once you are satisfied with your order, click the "Checkout" button located below the items in your shopping cart or at the top of any of the pages on the site. You will be taken to a Billing and Shipping Information page in which you will be asked for information such as your name, billing and shipping addresses, e-mail address and phone number(s). There is also a box that can be checked to receive an e-mail newsletter we occasionally send out to notify customers about shop news and special offers. Click on the "Continue" button to continue.
• On the following page you will be asked what shipping service you wish to use to ship your order and any special instructions for your shipment. You will also be asked to provide credit card information and any gift certificates or coupons. When all the information has been supplied, click on the "Continue" button.
• Review all the information shown and if it is correct, click the "Submit Order" button located at the very bottom of the page. The next page will be your order confirmation page, which includes information such as your order number, the contents and total amount of your order (including sales taxes for shipments to California addresses only) and shipping charges. In addition, an e-mail message will be sent to the address you have provided confirming your order.

Special Order Option
Use our "Special Order" form for items you cannot find on our web site or other needs you may have. You'll find it on our menu bar towards the bottom. This works far better than simply sending an email that could be eaten by our spam filters.

We do not accept orders submitted to us by email:
We receive a large quantity of emails every day and responding quickly to your orders is very important to us. However emails do get lost and the potential to miss a customer order does exist.

Reserve Orders:
Reserve Orders are offered on new releases of locomotives, rolling stock and other products not yet in stock. If you choose to reserve one of these items, your credit card information is placed on file for that order and is not charged until the product arrives and is ready for shipment.

Payment

Payment Methods:
We currently accept the following credit cards; MasterCard, Visa, and Discover. We also accept personal checks and money orders. PayPal is acceptable only with permission from Feather River Train Shop (if you choose this method, please contact the shop before placing your order for instructions on doing so). PayPal debit cards work just like credit cards, so there is no need to contact us if you are using a PayPal debit card.

Card on File:
If you are or become a regular customer by shopping at featherrivertrains.com or our San Rafael, California shop, your credit card number can be put on file to make future purchases quicker and easier. You can do this by visiting the shop in person or calling us at (415) 499-0664. All credit card information will remain protected and inaccessible to the public. (please see the Security Statement in our Privacy Policy for further details regarding your personal information).

Shipping

Shipping Methods:
The following shipping methods are currently available: USPS Mail and UPS Ground within the United States and USPS Airmail for International shipping. International shipments are charged at actual cost (see chart below), plus $2.00 for materials. International shipments with a value of $100.00 or more are shipped USPS Global Express with tracking numbers. In store pickup is also available for customers in the San Francisco Bay Area.

Return Policy

RMA Number:
Before returning any products, you must first obtain an RMA number via the online form on the website or by calling the shop and requesting one. Any returns sent back without an easily identifiable and valid RMA number either on the shipping label, or on the top of the package, will not be awarded a refund due to lack of proper identification.

Returning an Item:
Returns will only be accepted within the first 15 days of the receipt of merchandise. All returns will be subject to a 5% restocking fee. Returns exchanged for new merchandise or a store credit will not be charged a restocking fee. Shipping and Handling is not refundable. All returns must be in the original package in original condition and must include all the original manuals and paperwork, etc. No exceptions please. The customer is responsible for all shipping charges on returns. We cannot accept any postage dues, COD's and no shipping credits will be issued. Please pack the merchandise safely so it reaches us in the same condition it reached you. Upon receiving your return, your account will be credited back the purchase price minus the restocking fee if applicable. Shipping and Handling will not be refunded. If you need warranty work or a replacement, please contact the manufacturer. We will gladly help you get contact information. If you still have any questions regarding returns, please feel free to contact us at (415) 499-0664.

Open Items:
Any items that must be torn to be opened or cannot be put back on our shelves in resellable condition (Structure kits, sectional track, etc) will not be accepted. If you have a question as to if an item you are looking to return would qualify as "not returnable," please email or call the shop.

- Special order items are not returnable unless defective.

Defective Items:
We will accept defective item returns within 15 days of delivery for an exchange or replacement. The customer will be issued an in-store/on-line credit for shipping cost if it is sent back to the Shop, or you can send it back to the manufacturer for repair or replacement. All items that stop working after 15 days of delivery will be considered under warranty and must be returned to the manufacturer for replacement or repair. We do not accept returns of DCC Decoders. Decoders must be returned to their manufacturer.

Shipping hazardous materials:
All hazardous materials sold on the website will be shipped in separate containers from the rest of an order and only via the ground shipping option. Due to their unsafe nature, and international laws regarding their transportation, hazardous materials can only be sold within the continental United States, no exceptions. We cannot misrepresent package contents or values on Customs Declaration forms.