Ordering Information
The primary method we receive orders is via the web. This is the preferred method. Our store's shopping cart is Yahoo's. The shopping cart is secure and SSL encrypted (scrambled).
If you prefer, we can also take orders via Fax or via phone as well. If you don't catch us on the phone, leave a message, a time to call and your time zone, so we can call back at a time convenient for you. We are typically available 8:00 AM - 4:30 PM Pacific Time.
Please do not email credit card information. Our shopping cart is encrypted, Internet Email is not.
Methods of Payment
We accept Visa, Mastercard, American Express, Optima and Discover Card.
The credit card is not charged until the order ships. The only exception is for items mentioned as drop shipped direct from the manufacturer (very few items), the card is charged upon ordering.
Shipping Timeframe
Virtually all of the items are in stock unless otherwise stated on the site. Most items ship within 1 business day, with many items shipping the same business day if ordered by 10 AM EST. If we can not ship within 2 business days, we will notify you as soon as possible. We are located on the West coast. UPS Transit time can be up to 5 Business days (1 week) to East coast destinations. Business days are Monday through Friday. If you need an item by a certain date, please ask! We'll be happy to help.
Rush Order Processing
Select the Ground Shipping + $3.95 Rush Processing shipping method and we'll ship out your order the same day if ordered by 4 PM EST. The billing address and shipping address must be the same. Applies to stocked items, not the few items clearly marked as shipped direct from the manufacturer. We can't guarantee same day shipping, but If we're unable to ship by our deadline for any reason, we'll refund the $3.95 rush fee.
Shipping and Handling
We currently primarily ship UPS ground to all 50 states. Some packages may ship USPS Priority Mail as well, though a much smaller percentage. Smaller, lighter packages (1 and 2 lb. mostly) are likelier to go Priority Mail or First Class with some very light packages.
Kindertrains In-Stock Guarantee
Items marked as "Guaranteed In Stock" and with an "Add to Cart" button are stocked in our warehouse. Kindertrains guarantees those items when ordered online from Kindertrains.com are in stock and will ship within our policies (same/next business
day typically). In the unlikely event the item is out of stock, we'll contact you ASAP to see how you would like to proceed and take $5 or 20% off that item, whichever is higher.
Our guarantee does not apply to:
Items described as shipped direct from the manufacturer (clearly stated,
and only a small number of items, primarily train tables)
Items without an add to cart button, indicating we're out of stock
Delays caused by a customer issue, such as a declined credit card, incorrect address information, failure to provide a physical delivery address for UPS, or other order information that requires verification
Orders received from a non-US location, or using a non-US billing or shipping address due to verification requirements.
Item quantities greater than 1.
We know how important it is to maintain adequate inventory, especially
during the Christmas season. Kindertrains committed to the most complete
selection of BRIO Compatible wooden trains and the best order
fulfillment possible.
Shipping of very heavy items, like Play Tables/Trundles, Large sets
Expedited shipping costs are not valid for oversized items, nor to Alaska or Hawaii.
Shipping to APO Addresses and US Territories, such as Guam, Virgin Islands are not served. We only ship via UPS.
We do not ship internationally. This includes U.S. territories, such as Guam, Puerto Rico, U.S. Virgin Islands, etc..
Important: If you need an item by a certain date, contact us to verify it can be done, and by what shipping method While we will make every effort to get your packages to you by your desired date, Kindertrains cannot guarantee the timely arrival of your package. To reduce the possibility of disappointment, shop early!
Gift Wrapping: Sorry, Gift wrapping is not available.
Standard Shipping Costs (Ground, 48 states)
| $0 to $24.99 |
$6.95 |
| $25.00 to $49.99 |
$7.95 |
| $50.00 to $74.99 |
$8.95 |
| $75.00 and above |
Free Ground Shipping |
Shipment via UPS Ground, Continental U.S. only (48 states). We reserve the right to send via alternate carriers.
Expedited Shipping Rates (48 states)
Oversized items, such as trains tables, boards and the very largest sets are excluded from our standard expedited shipping rates.
| UPS 3 Day Select Residential |
$12.00 + 17% of order |
| UPS 2 Day Air |
$15.00 + 25% of order |
New! UPS "Ground" Shipping to Alaska and Hawaii Shipping Cost is $15.00 + 17% of the order. Oversized items, such as trains tables, boards and the very largest sets are excluded and must be shipped to Alaska and Hawaii at actual cost. Call for pricing.
APO/FPO Shipping
As of April 2008, we are now shipping to APO/FPO addresses directly by USPS priority mail. Some limitations: no drop shipped items (items marked as shipping direct from the manufacturer, such as train tables), orders must ship complete and some oversized items are not able to ship at standard prices or at all due to USPS limitations. Cost to ship to APO/FPO addresses is $7 + 10% of the order value.
Packages delivered with incorrect address information
If the package has incorrect or incomplete address information, we will be charged by UPS a fee of $5.00 for ground shipments, $10.00 for 3-day and faster shipments to correct the address and deliver the package. Examples of incomplete addresses include missing Apartment or Suite numbers, or missing floor, if applicable. Or supplying us a PO Box as a delivery address. The UPS charge will be charged to the customer.
Please double-check addresses during checkout. If shipping elsewhere, verify the address. This fee isn't charged if we catch the address ourselves first.
UPS Undeliverable packages & Refused Packages Fees
As of January 3, 2006 UPS charges return shipping for undeliverable or refused packages. This charge will be passed on to the customer; we are not able to absorb the charges. This policy applies whether your order qualified for "free freight" or not. Packages refused by the recipient, or which can't be delivered will be returned to us by UPS for a fee. Undeliverable packages shipped UPS ground will be charged published UPS ground residential fees including fuel surcharges both directions. Undeliverable packages shipped 1, 2 or 3 day will be charged published UPS rates for the outbound shipment and 3 day published rates including fuel surcharges for the return shipment. Examples of undeliverable packages include, but are not limited to, orders that have incorrect address information, packages that are refused for any reason when delivery is attempted, packages that aren't delivered in 3 delivery attempts, packages unclaimed at the
UPS local office or any other reason out of UPS's control that result in the package being returned to us. Please make sure the addresses are correct, the recipient knows the package is coming and that the location is suitable for daytime delivery of packages.
Customer Ordering Errors
The customer is responsible for entering their order correctly online. We are not responsible for customer mistakes during ordering. Examples of which (but not limited to) are typing errors ("typos"), transposing addresses, swapping billing and shipping addresses, selecting the wrong items or colors, duplicate orders, etc... While we will certainly work with the customer to try and resolve the mistake, the responsibility is the customers' to give us the correct order information in the first place. If we can't catch an incorrect address, an order change request, etc... we will not bear the costs of the customer error. Please double check the order for errors before submitting it. Once an order has begun processing in the warehouse, we are unable to cancel the order/shipment.
Order Cancellations Orders remain open unless cancelled.
Transit Time (Does not include time to process order)
Our overall goal on shipping is to cover actual expenses, not to have it be
a profit center. On the whole, we do not profit on shipping. There is no sales
tax outside of California.
Guarantee, Cancellations and
Returns
All items carry a 30-day money-back guarantee. The item must be in new, unused, untested and unopened condition. Please notify us by email of your desire to return an item.
We will email shipping instructions and a return authorization number and instructions.
The returned item must be in the original box with all paperwork. The item must be unused and untested. We will issue refunds for the product only. The customer will incur the expense of all shipping charges, even if the order was sent with freight allowed (Free shipping). No refunds will be given for products that can't be sold as new.
After 30 days, items are covered
by the manufacturer's standard warranty.
Returns require a Return Authorization (RA) number. Items returned without an RA number will be refused RA#s are good for 30 days only. The item must be received by us within 30 days of the issuance of the RA. Additional RAs will not be created if this timeframe lapses.
Damaged Items
If a package arrives damaged, save all packing materials and contact us immediately. We must be notified within 7 days of receipt. We are not responsible for items reported beyond this timeframe. If you are unhappy in any way, email us and we'll try to make things right. We can't help if we don't know about the problem.
Pricing
If you see a better price on another web site, we can usually match or beat any legitimate stocking dealer
web site's shipped price. And unlike many other sites that spring up, we stock almost everything (our few drop shipped items are clearly stated as such) and ship same/next business day in most cases. Email us at "inforequest ATSIGN kindertrains.com" (replace the ATSIGN with the @ symbol. This convoluted public posting helps reduce our spam mail)
We are not responsible for typographic or pricing errors.
Terms of Use
This site is copyright Synergy Computing Business Group, Inc, 2003-2009. All site design, but not limited to text, graphics, design elements, photographs and video contains proprietary information of Kindertrains and Synergy Computing Business Group, Inc. All content of the website is copyrighted as a collective work. No user may exploit content from this website, including modifying, publishing, transmitting or creating derivative works. The sole permitted use of the site is for use as a shopping resource or placing an order. Any other use of materials on this site without prior written permission from Synergy
Computing Business Group, Inc. is strictly prohibited.
inforequest ATSIGN kindertrains.com
