Special orders and pre-release reservations
We gladly accept special orders for items not stocked as well as pre-release reservations. A deposit may be required for such items at the time the order is placed. If no deposit is required, payment is due when the item is received. We always ask for a phone number at the time of order. We do so as a service to customers so we can call when the ordered items arrive. For mail orders, credit card information is held and, other than deposits, credit cards are not charged until the items are packaged for shipment so a copy of the charge slip can be included in the shipment (see “Mail Orders” below).
Pre-release reservation policy
Pre-release reservations placed prior to the manufacturer’s or distributor’s reservation date should be filled but we cannot guarantee that the item is not already sold out. For this reason, place your reservations as soon as possible upon becoming aware of the announcement. Pre-release reservations placed after the manufacturer’s or distributor’s reservation date will be processed but we cannot guarantee that the item is not already sold out.
If you need to cancel a pre-release reservation for any reason, then we ask you do so as soon as possible but at least two weeks prior to the manufacturer’s announced release date, otherwise we cannot guarantee that the cancellation will take place.
Charge cards and checks
When you visit the store, charge cards are welcome, including debit cards. We accept cards from American Express, Discover, Mastercard and Visa. We also process checks on site using ACH processing. Accordingly, a check must be presented on site. When using a check for payment, all personal information printed on the check must be current (name, address and phone number). In order to process the check, you must provide a valid state drivers license or valid state identification card. After processing, the check is immediately returned to the customer.
Mail Orders
Currently, we accept mail orders via telephone during normal business hours which are Tuesday through Saturday 10 am to 7 pm Eastern time. In addition to the products to be ordered, other information required to process such orders is as follows:
- Name and daytime Phone number
- Credit card type, credit card number and expiration date
- For Mastercard and Visa cards, the 3-digit code next to the signature block on the back of the card.
- For American Express cards, the 4-digit code on the front of the card just after the credit card number.
- The street address, city, state and zip code to which the credit card is registered. If the shipping address is different, then provide the same information for shipment.
- How the items should be shipped (see “Shipping charges” below)
- Whether drawing tickets should be included with the order (see “Monthly drawings” below)
Shipping charges
We do not have a “standard shipping charge”. Instead we base shipping charges on the items ordered. We have the capability of shipping via UPS and “conventional mail”. When specifying “conventional mail” we prefer Priority Mail (USPS) so the items can be traced. If you tell us to ship by regular conventional mail then we are obviously not responsible for lost items shipped in this manner.
Returning merchandise
Merchandise regularly stocked can be returned for store credit, provided it is in resalable condition. Merchandise that is special ordered or pre-release reserved is not returnable since it is customer specific.
You may return an item to us for full credit of the item price as long as the following four conditions are met:
- The item must be a regularly stocked item in new condition when returned to us.
- The item must be returned to us within 30 days of its delivery to you.
- The item must have been purchased from us.
- The original sales register receipt or invoice must accompany the returned item.
Kennesaw Trains reserves the right to determine if these conditions have been met. If these conditions have not been met for a returned item, then that item will be returned to you.
New Condition
New condition means that the item is not considered to be used or defective. The requirement of new condition refers not only to the main element of the product, but also to all packaging, documentation, accessories, or any other pieces that are included as part of the originally-packaged product. It is best if returned items have not been opened. Otherwise, the requirement of new condition can vary by product type. Some examples of actions or conditions that cause an item to be considered used are:
- A defect in materials or workmanship of the product.
- Partially assembling a kit
- Cutting out, painting, or applying decals to the body of an item.
- Opening the package of a product when this destroys the packaging (example: track pieces packaged in plastic on a card back).
- Any use of a product that leaves visible signs of that use (wear).
- Removed kit pieces from a sprue, or the application of any paint or adhesive to a model in kit or assembled form.
- A broken or damaged product.
This is not a complete list of all actions or conditions that cause an item to be considered no longer new. If you have questions about whether a specific item, or type of item, is considered new, please contact us.
Return in 30 days
Your returned item must reach us, that is, be delivered to us by you, or by a shipping carrier, within 30 days of delivery of the item to you. The date of delivery to you is based on either the date on the register receipt in the case where you picked up the item in our store or for mail orders within 30 days of the date of delivery to you based on the shipping carrier’s record of the date the item was delivered to your delivery address
How to return an item
Please contact us before you return an item. When returning an item, ship the item to us at: Kennesaw Trains & Hobbies, 2844 South Main Street, Kennesaw, GA 30144. Include our telephone number (770-528-0990) on the return label. We recommend insuring any shipments you send to us in case of loss or damage in transit. We also recommend using a shipping carrier that provides tracking numbers for shipments (UPS, for example). When you return an item, include in the package with the item, a note with your order or invoice number, your name and the reason for returning the item. You may also return an item by bringing the item to our store.
Item credit
If your returned item qualifies for credit, then a store credit slip will be issued. Store credit may be used when purchasing in our store, or when ordering by telephone, by fax, by email, or by mail.The amount of credit given for an item is the amount paid for the item. We do not charge a restocking fee. Credit is not given for shipping charges.
Warranties
This is a return policy and not a warranty. Kennesaw Trains does not warranty products. The warranty for a product, if there is a warranty, is provided by the manufacturer, or, in some cases, the distributor, of the product. If you have questions about the warranty on a product, you may contact us and we will try to provide you with either a copy of the warranty on the product, or contact information for the manufacturer. Defects in products (materials or workmanship or otherwise), are warranty issues, not return policy issues. Some manufacturers do not allow the retailer (us) any involvement in warranty issues, preferring to handle the matter directly. However, should a defect issue arise, please call us; we will at least try to help you determine how to proceed to resolve the defect issue. In particular, if an item is defective out-of-the-box, then contact us, as most manufacturers will allow us to resolve issues of this nature. Do not ship a defective item to us without first contacting us to determine if this is the correct procedure.
Monthly drawings for gift certificates
For each $10.00 of merchandise purchased, we issue a two-part, prenumbered ticket. One half is given to the customer and the other half is deposited in a “fishbowl”. At 3 pm Eastern time on the last Saturday of each month we draw tickets from the “fishbowl” for gift certificates. The customer, a family member or the customer’s representative must be present in order to win a gift certificate. First prize is a gift certificate of $50.00; second prize is a gift certificate of $25.00, third prize is a gift certificate of $15.00, and fourth prize is a gift certificate of $10.00. To spread around the chance of winning a certificate, only one certificate is allowed per customer – i.e. if we draw for a $10.00 certificate and you have the winning number you are not eligible for the remaining certificates that we draw for on that date. These gift certificates do not have an expiration date and may be redeemed for merchandise only.
Gift Certificates
Customers can purchase gift certificates in any amount for face value. Payment is due at the time the certificate is issued. Such gift certificates do not have an expiration date, and may be redeemed for merchandise only. |
