CUSTOMER SERVICE


RETURNS & EXCHANGES

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned, such as gift cards, hazardous materials, or flammable liquids or gases and downloadable software products.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

  • Book with obvious signs of use
  • CD, DVD or software, that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@mycaboose.com.

Sale items (if applicable)

Sale items are refunded at the original sale price.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@mycaboose.com and send your item to: 10800 W Alameda Ave, Lakewood, CO, 80226, United States.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift card will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Return Shipping

To return your product, you should mail your product to: 10800 W Alameda Ave, Lakewood, CO, 80226, United States.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

SHIPPING

Processing your order

We know you want to get your cool stuff as soon as possible, who can blame you for that? So we endeavor to process and ship your order within two business days. Orders are neither shipped nor delivered on weekends or holidays.

That said, during periods when boatloads of people want their stuff as soon as possible and we are experiencing a high volume of orders, your shipment may be delayed slightly and may also involve a little longer transit time (like during the holidays, for example). If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Shipping rates & delivery estimates

Shipping charges for your order will be calculated and displayed at checkout.

* Overnight delivery is only available for orders with delivery addresses within the continental United States. Delivery delays can occasionally occur.

Shipment to P.O. boxes or APO/FPO addresses

Caboose ships to addresses within the U.S., U.S. Territories, and APO/FPO/DPO addresses.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

Customs, Duties and Taxes

Caboose is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages

Caboose is not liable for any products damaged or lost during USPS shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.

Caboose is not liable for any products damaged or lost during UPS shipping. If you received your order damaged, please contact Caboose Ltd. to file a claim. Please save all packaging materials and damaged goods before filing a claim.

REPAIRS & WARRANTY

Repairs at Caboose – A Labor of Love

Caboose is committed to providing the utmost care and expert service that our customers have come to trust. Whether it is a restoration of a 1926 Ives standard gauge tinplate set, brass repair or upgrading, simple coupler changes, a DCC decoder installation and programing, re-gearing and re-motoring or simple tune up and maintenance, we are confident that you will be pleased with our repair staff’s service, dedication and attention to detail.

Our price for repair evaluation is $50.00 for up to two items, which is non-refundable but applicable to the total cost of the repair. Please note that special order parts may require an advance payment before repairs can commence. Once your repair has been evaluated by our expert staff, we will call you with an estimate of the necessary investment and time required to complete your repair or service.

Please be advised that the holiday season, early November through December are typically very busy for train set repairs and Lionel, American Flyer and three rail service projects. So if you have a favorite holiday train to run under your tree, please avoid possible disappointment and get it in early.

Your total investment to complete your repair will include repair labor at our shop rate of $50.00 per hour, plus the cost of parts, shipping, and shop supplies (if any).

Our Promise to You

Caboose takes pride in offering the highest-quality repair services available – we stand behind everything we service. Our repairs are preformed to the best of our ability and parts used are factory replacement parts or, if unavailable, the best substitution parts our repair specialists deem appropriate for the repair. All parts are function tested, appearance checked, as appropriate, upon work completion. Any deviation from this practice will be noted on the repair ticket or invoice. Given these high standards of repair excellence, our repair service, parts and labor are fully warranted for thirty days from the date that the model is picked up or shipped from the store.

Except . . .

We’re sorry, but our limited repair warranty is just that, a limited repair warranty. That means it won’t apply in certain exceptional situations, such as the results of normal and ordinary wear and tear, improper use or abuse, accidents, or subsequent alterations or modifications, including disassembly, by other than Caboose technicians that change the “as factory manufactured” status.

How We Honor Our Warranty and Babies Left on Doorsteps

In order to honor our warranty, we require a copy of your original repair ticket or invoice and receipt. And please remember us if you move by notifying us in writing of any change of address, phone and/or email address.

If, after your repair is complete, and we have attempted to contact you via phone, US mail and email, you have not paid for and picked up your merchandise after sixty days, we can only come to the conclusion that you have left your baby on our doorstep. That means you have abandoned your baby, and Caboose is its new loving home.

Finally . . .

We don’t settle for mere customer satisfaction – we strive for 100% customer delight. So if you have any concerns at all about your Caboose service or repair, please notify us promptly and we will diligently work with you to get the issue resolved as quickly as possible.