STATEMENT OF POLICIES

Dallas Model Works reserves the right to change these policies at any time.

Policies updated: 31 July 2017

IN STOCK – WHAT WE LIST IS WHAT WE HAVE BACK TO TOP

Our goal is to keep stock where it belongs: in stock. In our humble opinion, far too many e-commerce web sites list products that they simply do not have thus causing the customer unnecessary disappointment and frustration.

Product List ExampleAt Dallas Model Works, we list products that are in stock and available, products that are available for PreOrder (i.e. new products not yet released) and Advance Order products (i.e. previously released products that will soon be available again, including re-releases). All PreOrder and Advance Order products note their expected release dates on their respective product pages. (For reference purposes, unavailable items appear on our Out of Stock page.) Note that your credit card is not charged until your ordered products ship, including PreOrder, Advance Order and Special Order items.

Product Page ExampleThere are two ways to view available products. One is through our search functions, including Basic Search which appears at the top right of any page on dallasmodelworks.com and our Advanced Search page.

You may also access the Product Lists, simply choose PRODUCTS from the menu at the top of any of our web pages, and then choose either By Manufacturer or By Type. The Product Lists are organized by Manufacturer, Type and – in the case of locos and rolling stock – by Road Name.

Our web site is database driven – if an item is not available, it simply does not appear on dallasmodelworks.com. Any items available for Pre-order or Advance Order (and thus later shipping) are clearly identified as such.

We have four product status categories. To wit:

In Stock
These items are indicated on their respective product pages (just below the Add to Cart button) with the notations This item is ready to ship or This item ships in 3-5 business days or This item ships in 5-12 business days. An order comprised entirely of ready to ship products will generally ship the same day it is ordered. Products noted as shipping in 3-5 or 5-12 business days must be transferred from other warehouses before the order ships. A mixed order of ready to ship and 3-5/5-12 day products will ship when all of the products have been accumulated. You will not be charged for any of the items until your order ships.

PreOrder
These are new products announced by manufacturers but not yet released. These items are indicated on their respective product pages (just below the Add to Cart button) with the notation This is a PreOrder item in red type. The expected release date is also noted in red type at the beginning of the product description. PreOrder items ship as they become available with their own cost of shipping. You will only be charged for PreOrder items when they ship.

Advance Order
These are previously released products that will soon be available again, including re-releases. These items are indicated on their respective product pages (just below the Add to Cart button) with the notation This is an Advance Order item in red type. The expected release date is also noted in red type at the beginning of the product description. Advance Order items ship as they become available with their own cost of shipping. You will only be charged for Advance Order items when they ship.

Special Order
These items are indicated on their respective product pages (just below the Add to Cart button) with the notation Special Order item – Time to ship varies. These are items that we do not ordinarily have in stock but can obtain from the manufacturer or distributor. Shipping time and availability varies. Unavailable items will be cancelled from the order. If possible, a mixed order of Special Order and In Stock products will ship when all of the products have been accumulated. Special Order items may ship on their own at own cost.

SALE ITEMS
Items that are On Sale (i.e. currently priced lower than our usual discounted regular price) appear on our On Sale Now pages and are also noted as such on Product List and Product Detail On Sale Nowpages. On Sale items are available in limited quantities. Dallas Model Works will fulfill any order placed for On Sale items up to the quantity we have available at that price. For example, if a customer orders 10 of a given On Sale item and we have only 8 available at the Sale price, then we will ship 8 and cancel the remaining 2. That said, if we can obtain more of the item from the manufacturer or distributor at a cost no more than equal to the Sale price, we will do so to complete the customer's order for all of the On Sale items ordered at the Sale price.

Member Discounts/Prices
One of the advantages of being a Dallas Model Works Member is our Member Discounts/Prices. Members who are Signed In on dallasmodelworks.com receive an additional 3% to 10% off our already heavily-discounted regular prices.

If the subtotal in your Shopping Cart is < $100 you get a 3% Member Discount; if it is > $100 you get a 10% Member Discount.

(One-time-use new Member Welcome Discount codes can raise those discounts to 5% and 15% respectively.)

Note that Member Discounts/Prices apply only to orders placed online at dallasmodelworks.com and that you must be Signed In to receive the Member Discount. Also note that our Shopping Cart displays our Regular Prices and that the Member Price displayed on various pages throughout our web site is realized by the Member Discount applied in the Shopping Cart (if you're not Signed In, you won't see the discount).

No Haggling: We work hard to make our Member Prices as low as we can. We don't haggle, period. Giving different prices to different people wouldn't be fair to our other Members, anyway.

 

HOW TO ORDER BACK TO TOP

We accept Visa, Mastercard and Discover payments, as well as cheques (a.k.a. checks), bank drafts and money orders. Ordering is simple and can be done one of three different ways:

Online Via This Web Site

Add To CartChoose PRODUCTS from the menu at the top of any of our web pages and navigate to the Product Pages of the products you wish to buy. Simply click the Add to Cart button on the relevant Product Page to add the product to your Shopping Cart. You may adjust the quantity you want from within the Shopping Cart. You may then proceed to CheckCart Button Out or you may continue shopping. Our Shopping Cart technology is protected by SSL so you can be certain your information is secure. You also access your Shopping Cart by clicking on the View Cart button at the top of any page on this site.

Call our 888 Number

Call us at 1-888-876-5434. Have your credit card information ready as well as the name and part numbers of the products you wish to order. Generally, you’ll speak to a live person but calls outside of the 10AM to 5PM (Central Time) timeframe may require that you leave a detailed message (redialing repeatedly without leaving a message will get you nowhere). You may then either leave your ordering information or a phone number so that we may call you back. Note that Member Discounts apply only to orders placed online via dallasmodelworks.com.

By Postal Mail

If you wish to place your order by mail, send us the following information:

  • A list of the product names, part numbers and quantities (plus any other special information such as road numbers) requested. It's easiest to simply put the items into our web site's Shopping Cart and then print the page.

  • Credit card information including credit card number, expiration date, card type (e.g. Visa), and billing address.

  • Your shipping address and telephone number

We also accept personal cheques (a.k.a. checks), money orders and bank drafts. To calculate the cheque amount, simply put the items into our web site's Shopping Cart and then print the page. Make cheques payable to Dallas Model Works. Be aware that uncertified personal cheques will need to clear before we can ship your order. Send postal mail orders to:

Dallas Model Works
6009 W. Parker Rd., Unit 149 #196
Plano, TX 75093
USA

Note that Member Discounts apply only to orders placed online via dallasmodelworks.com.

Back Orders + Special Orders

Products not in stock can be back ordered at a customer's request. Products not ordinarily in stock can potentially be special ordered. See our Ask page for details.

Exceptions

Note that Dallas Model Works reserves the right to decline or cancel any order for any reason.

PRIVACY POLICY BACK TO TOP

We believe that your personal information deserves protection. While you can visit Dallas Model Works (the "Web Site") without providing any personal information, you will need to do so if you want to make a purchase online or by mail. (Except where stated otherwise, the term "Dallas Model Works" used on this Web Site shall be deemed to include Dallas Model Works, dallasmodelworks.com and their respective affiliates, subsidiaries, successors and assigns.)

For what purposes does Dallas Model Works use your personal information?

  1. To build your account with Dallas Model Works.
  2. To process your orders.

How does Dallas Model Works protect your personal information?

When you provide us with personal information or place an order, it's done through a secure server. One of today's most advanced security systems - Secure Socket Layers (SSL) - encrypts all information you provide before sending it to our own server. Only when it reaches the Shopping Cart servers is your information decrypted.

Does Dallas Model Works use "Cookies"?

Depending on how you have configured your browser, when you shop at Dallas Model Works, a small text file - a "cookie" - is stored on your computer. The cookie contains a unique personal identification code and is used to save your Member registration information should you choose to select that option.

Does Dallas Model Works disclose personal customer information to anyone other than Dallas Model Works?

In a word, no.

However, Dallas Model Works does reserve the right to co-operate with local, state/provincial and federal officials in any investigation requiring either personal information -- including any personal information provided online through Dallas Model Works -- or reports about unlawful user activities on the Web Site.

Dallas Model Works reserves the right to change this Privacy Policy at any time. We also reserve the right at any time to disclose any information in an individual's account:

  1. to satisfy any law, regulation or government request; or
  2. to protect the rights or property of Dallas Model Works and its users, sponsors or providers.

SECURITY BACK TO TOP

Shopping at Dallas Model Works is safe.

When you provide us with any personal information - your name, address, e-mail and credit card number - it's done on a secure server. One of today's most advanced security systems - Secure Socket Layers (SSL) - encrypts all information you provide before sending it to our own server. Only when it reaches the Shopping Cart server is your information decrypted. Furthermore, no financial information is stored online thus keeping it secure from prying eyes on the Internet.

Dallas Model Works uses technology that ensures your personal and payment information is kept confidential and secure. Please refer to our Privacy Policy for further details on how your personal information is used and protected.

SHIPPING & HANDLING BACK TO TOP

As of February 2011, there are two shipping options available to customers on dallasmodelworks.com: with or without tracking and insurance. With Tracking and Insurance is the default option and provides customers with the peace-of-mind realized by being able to follow a shipment's progress and knowing that one is protected should the shipment be lost or damaged. All US domestic Shipping & Handling with Tracking and Insurance is via USPS Mail or UPS Ground at the discretion of Dallas Model Works.

The second option is With Limited Tracking and No Insurance. This option saves money (and often a considerable amount) but at added risk. By selecting With Limited Tracking and No Insurance the customer agrees to forego the protection offered by insurance (and tracking for shipments to certain international destinations) and thus assumes all risk should the shipment be lost or damaged. Note that USPS provides tracking to the customer's door for ALL domestic shipments and thus US customers may ignore the Limited part of the Limited Tracking nomenclature.

Also note that packages shipped with this option often take longer to deliver than those with tracking and insurance. The With Limited Tracking and No Insurance option is selected in the Shopping Cart. US domestic orders with a combined item weight of up to 7 ounces in the Shopping Cart ship via First Class Mail Package service; those with a combined item weight above 7 ounces ship via Parcel Select or Priority Mail.

All of our products are meticulously weighed to the hundredth of an ounce to ensure fair and accurate shipping costs.

SHIPPING TO UK, CANADA, AUSTRALIA and NEW ZEALAND

All international shipping, including that to the UK, Canada, Australia and New Zealand is via US Postal Service (USPS).

As with our US domestic customers, British, Canadian, Australian and New Zealander customers have two shipping options available: with or without tracking and insurance. With Tracking and Insurance is the default option and provides customers with the peace-of-mind realized by being able to follow a shipment's progress and knowing that one is protected should the shipment be lost or damaged.

The With Limited Tracking and No Insurance option costs less but at added risk. By selecting With Limited Tracking and No Insurance the customer agrees to forego the protection offered by insurance and thus assumes all risk should the shipment be lost or damaged. The With Limited Tracking and No Insurance option is selected in the Shopping Cart.

By agreement with USPS, tracking to the customer's door is provided by the respective postal services of the UK, Canada, Australia and New Zealand for orders shipped via Priority Mail. For smaller orders shipped via First Class Mail International, tracking to the customer's door should be provided by the respective postal services but occasionally isn't, hence the Limited Tracking nomenclature.

Canadian orders with a combined item weight of up to 48 ounces in the Shopping Cart ship via USPS First Class Mail International Package service; those with a combined item weight above 48 ounces generally ship via Priority Mail but without insurance. Priority Mail packages generally arrive in about a week with First Class packages taking 2-4 weeks. Note that all model railroad equipment shipped to Canada is 100% DUTY FREE!

Australia/New Zealand orders with a combined item weight of up to 48 ounces in the Shopping Cart ship via USPS First Class Mail International Package service; those with a combined item weight above 48 ounces generally ship via Priority Mail but without insurance. Priority Mail packages generally arrive in about two weeks with First Class packages taking 3-6 weeks.

Any importation and/or duty charges are the responsibility of the customer.

INTERNATIONAL SHIPPING

International (i.e. those not covered above) orders are shipped via US Postal Service (USPS).

Two shipping options are available: with or without tracking and insurance. With Tracking and Insurance is the default option and provides customers with the peace-of-mind realized by being able to follow a shipment's progress and knowing that one is protected should the shipment be lost or damaged.

The With Limited Tracking and No Insurance option costs less but at added risk. By selecting With Limited Tracking and No Insurance the customer agrees to forego the protection offered by insurance and thus assumes all risk should the shipment be lost or damaged. The With Limited Tracking and No Insurance option is selected in the Shopping Cart.

By agreement with USPS, tracking to the customer's door is provided by the respective postal services of most international destinations for orders shipped via Priority Mail. For smaller orders shipped via First Class Mail International, tracking to the customer's door is usually not provided by the respective postal services, hence the Limited Tracking nomenclature.

 

RETURNS BACK TO TOP

Defective And Damaged Merchandise

All products ship as they were received from the manufacturer and should thus be in perfect condition. In order to be eligible for the Manufacturer's Warranty, please return any defective merchandise directly to the manufacturer. Should you receive a product that was damaged in shipment by UPS (or any other shipper employed), please observe the following procedures:

  • Notify Dallas Model Works and the UPS shipping receiver office or local Post Office.
  • Have the UPS (or other) shipping number available.
  • Retain all shipping materials (boxes, packing materials, etc).

UPS will notify Dallas Model Works to issue a call tag and will then pick up the shipping materials, the damaged product and the box from your address. This initiates the claim settlement and we will endeavor to resolve the situation as quickly as possible.

Note that before any damage claim can be filed you MUST email us digital photos of the damage. This is neccessary due to a spate of recent returns of supposedly damaged products that were not actually damaged. Contact us using the contact form for details.

Other Returns

You may return purchases in original condition (unopened and undamaged) within 30 days of shipping for a refund or exchange (exc: Special Order items). Damaged goods or returns received after 20 days will be assessed a minimum of 15% restoration or restocking fees. Shipping costs will be your responsibility and no refunds will be issued until we have received and inspected the returned items.

Before returning your order, please contact us using the contact form and explain the circumstances necessitating the return in order to receive a Returned Material Authorization (RMA) number. Remember to include your original Dallas Model Works invoice number. An RMA is required for all returns. Once your RMA is issued, you will receive further instructions.

Click here for our Return Address.


Dallas Model Works reserves the right to change these policies at any time.

Policies updated: 25 May 2018