Shipping & Returns

Shipping policy

For free shipping items, standard ground freight will be prepaid on in-stock merchandise for products shipped to one location in the contiguous United States. Some items cannot be shipped outside the contiguous United States. C.O.D. fees and surcharges are not, for any reason, prepaid, regardless of freight qualifications. Shipments not qualifying for free freight are subject to shipping rates, accessorial surcharges and other fees as applicable. Additional charges could also be assessed that may include fuel surcharges and dimensional/ oversize fees, when required by carriers’ regulations. All such charges as mentioned herein, along with any insurance costs, are calculated and added to the invoice total and are non-refundable. Should you, Train Mountain Store’s customer, request your order be shipped to Canada and/or Mexico, Train Mountain Store is neither responsible nor liable for any taxes, duties, fees, or other charges that may be associated with the processing of such North American Free Trade Agreement shipments. All such charges and requirements are the sole responsibility of the customer. You may receive a separate invoice for these charges from a freight forwarder, shipping company, or other third party. If an order is refused for any reason, Train Mountain Store will be compensated for all shipping charges, including any C.O.D. fees, as well as a 15% restock fee. Such compensation must be received before any other orders are released for the customer. All orders are shipped FOB Chiloquin, Oregon. Damages are the responsibility of the carrier once the shipment is delivered to the carrier. Customers must make damage claims directly to the carrier within 10 days of receipt of the order. All boxes and packaging material are necessary when filing a claim. Contact a customer service representative at store@tmrr.org for assistance. All packages must be inspected for any damage upon delivery by carrier. Visible damage claims must be clearly noted on the delivery receipt/bill of lading as proof the damage or tampering occurred prior to delivery. Such damages must be reported within 24 hours, with documented proof otherwise claim and/or credit may be denied. To ensure full credit, original packaging, manuals and shipping boxes must be retained for inspection. All shipping/pricing discrepancies must be reported within 5 business days of receipt of order. No drop ship order will qualify for free freight.

RETURNS

All products sold by Train Mountain Store are sold with, to the extent that such warranties exist and are transferable, the manufacturer’s limited warranty. Please read all warranty material carefully as the warranty period, service and transferability varies by manufacturer and product. All returns require a Return Goods Authorization (RA) issued by an authorized Train Mountain Store representative. Please Email a Train Mountain Store customer service representative at store@tmrr.org for a Return Goods Authorization. Returns without this authorization will not be accepted. RAs are effective for 30 days only. The RA number must be printed clearly on outside of the carton, and all products must be securely protected in double packaging. If the RA number is not visible, the shipment may be refused. If shipping labels are placed on or RA numbers written on the manufacturer’s boxes, the product will not be in resalable condition, and, in turn, will not be eligible for return. All original packaging and materials, including all parts, accessories and instruction manuals from the manufacturer must be returned with the product. Failure to comply may result in charge-backs, penalties and/or other fees to the customer, up to and including denial of RA credit. All returns must be returned to Train Mountain Store with freight PREPAID. Damaged and defective product replacements will be sent with no freight expense to the customer. All non-defective returns will be assessed a 15% restock fee within 30 days of purchase and will only be accepted in resalable condition with all original packaging. Freight charges will not be refunded. Defective products can be returned to Train Mountain Store within 20 days of sale. After 20 days, defective products must be returned to the manufacturer, under the specific warranty allowances. Upon receipt and acceptance of returned items, Train Mountain Store will refund the appropriate amount through Pay Pal, if the purchase was made using Pay Pal, or through the customer’s credit or debit card account. No cash refunds will be allowed. Or, Credit on account will be issued for the amount paid on the original invoice. If product returned to Train Mountain Store does not match the product on Train Mountain Store’s return authorization, the return will be refused and no credit will be issued to the customer. The customer may be responsible for any freight and/or other applicable handling fees for this unauthorized return. The following items are not eligible for return: a) Special orders, closeout items, clearance sale items and discontinued items. b) Items for which manufacturers will not accept returns. c) Items showing obvious signs of misuse, consumer abuse or commercial use. d) Consumables. Please allow one week for return processing. Returns will be processed based on original payment terms. Train Mountain Store does not offer cash refunds on returned merchandise. Returns will not be accepted 30 days after sale, regardless of reason.

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