We want to make sure your experience with Thomas & Friends is a good one. If you have any concerns or experience any difficulties when navigating through our site, ordering product, or with the receipt of your toy train order, please do not hesitate to contact us immediately. We will do everything possible to ensure your complete 100% satisfaction.
Security
Thomas & Friends Trains and Tracks online store is managed by Yahoo Store Services and is protected by the highest standards of data encryption. This helps provide you with a safe and secure shopping experience. We guarantee the security and privacy of your information. Any information you provide us, including your name, shipping address, e-mail address, payment records, and banking and credit accounts will be kept private and secure.
Privacy
We at Thomas & Friends respect your rights to privacy. Upon placing your online order, your personal information will be transmitted though an encrypted and secured connection. Only through an authenticated, secure connection between your computer and ours, will your order be accepted. Your information will not be accessible by anyone else and is held in privileged protection. Customer information is only added to our database with your authorization.
Transactional information (such as accounts or credit card numbers, zip codes, age, etc.) is used exclusively for order processing. This information is not shared with outside partners or affiliates ever.
Third-Party Web Beacons: We use third-party web beacons from Yahoo! to help analyze where visitors go and what they do while visiting our website. Yahoo! may also use anonymous information about your visits to this and other websites in order to improve its products and services and provide advertisements about goods and services of interest to you. If you would like more information about this practice and to know your choices about not having this information used by Yahoo!, click here.
We thank you for your interest in Thomas & Friends Trains and Tracks and hope to serve your Thomas the Tank Engine toy train needs long into the future.
Product Delivery
All orders containing in-stock product which is received before 2:00pm PST will be shipped the following business day (i.e. Orders received after 2:00pm PST Friday will be prepared for shipment the following Monday). Out-of-stock products are subject to an additional 2-5 business days turn around. Products requiring special services are not considered "in-stock" and are also subject to an additional 2-5 business days turn around. All orders shipping outside of the U.S. will be shipped via UP Postal Service nternational at nominal costs (between $30 and $50). Delivery times are normally 10-13 days.
Unfortunately, Thomas & Friends does not control a package once it leaves our facility. Thomas & Friends is not responsible for any delivery delays cased by the carrier, weather, etc.
Product Return & Exchange Policy
All returns require prior approval from Thomas & Friends Trains and Tracks. Products returned without prior approval may be rejected and returned to sender. To obtain approval, please send your request to customer.service@thomastrainsandtracks.com.
You may return an item to Thomas & Friends in its original condition for a refund or a credit within 15 days of receipt. Returns or exchanges after 15 days are still possible but only for store credit. Sales past 21 days are considered final and are non-returnable. Unfortunately we are unable to accept returns on engraved or custom items, unless there is a product defect or engraving error.
Shipping charges can only be refunded if the return is due to our error. Shipping expenses back to Thomas & Friends are otherwise non-refundable. For your security we recommend a reputable, traceable, and insurable shipping method such as USPS, UPS, FedEx, DHL, etc., as credits, refunds, and exchanges are only possible if items are received by Thomas & Friends. Again, all returns must be accompanied by the packing slip.
Thomas & Friends Trains and Tracks is not able to provide refunds or exchanges for items lost during return shipping to our location. We suggest that all toy trains and accessories be properly packaged during their return in order to ensure that the product is not damaged with "dings" or “scratches” during transit. Items not properly secured (i.e. sent loose) within the original packing incurring damage may not be accepted for return or exchange.
Product properly processed and shipped but otherwise not received and/or collected is the responsibility of the purchaser, not Thomas & Friends. Such matters should be addressed directly with the freight company. Orders processed using our "free shipping" service are likewise the responsibility of the purchaser. Requests for refund for undelivered and/or returned product will require a minimum restocking fee of $20.
After a return has been received, it will generally take 1-2 weeks to process. If using a credit card, refunds will be credited to your account. If paying by check or money order, a refund check will be mailed to you.
Questions
If you have any additional questions which are not answered on this page, please do not hesitate to contact us directly: customer.service@thomastrainsandtracks.com
Thank you again for your interest in Thomas & Friends Trains and Tracks.
