Store Services & Policies

We offer a broad range of services for the Model Railroader.

Railmiles
Gift Certificates
World Wide Mail Order
Special Orders
In Store Layaways
Warranty and Return Service
Repairs
Decoder and Sound Installations
Custom Painting and Weathering
New Layout Design and Consultation
Coupler Installations
Estate and Consignment Services
In Store Clinics and How-to Programs

RAILMILES:
New enhancements to our frequent buyer program. Read all about it!

Gift Certificates:
Gift Certificates are available from Credit Valley in any amount you require for your gift giving needs. There is no expiry for these certificates and are available at the store throughout the year. These certificates can be used in store to purchase any item however, Gift Certificates are considered as a credit card payment for RailMiles discount purposes.

Mail Order:


Can't make it to the store, all items we carry can be shipped to you!




You can also phone our toll free order line at 1-800-464-1730. Canadian customers (with street addresses) can have their parcels shipped UPS insured or Expedited post, USA and overseas customers are shipped Expedited parcel rate from Canada Post unless otherwise specified.

Internet Payments:

For information on sending an e-Transfer, please check with your financial institution (Canada Only).

For Interac Email Money Transfer please use:
Company Name - The Credit Valley Railway Co. Ltd.
Email Address - creditvalleyrailwayetransfer@gmail.com

In the Message to Recipient section include the name of the person under which the order was made at Credit Valley Railway and your Railmiles number if applicable.

Surcharges:
As some items we carry are bulky and very heavy, the cost to ship is higher than usual. These large items may have a delivery surcharge added during processing; this is in addition to our regular delivery charges.

Damaged Items:
We make every effort to ensure that your items arrive safely. If the damage is visible from the outside, please contact the carrier. We will help you with this process. In the event you do receive a damaged item, contact us within 2 business days to report what the problem is. A customer service representative will, if applicable, issue you a RA# (Return Authorization number) for shipment back to us for repair/replacement.
All orders or partial orders returned without, will be refused. Delivery charges are non-refundable.

Special Orders:
If you don't see an item you want, let us know, we can get it! Just give us complete details of what you're after. We require a small deposit as a commitment of purchase. Valid credit card must be on file for orders over $100.

Special Orders $25 - $100 require $10 deposit
Special Orders $101 - $299 require $25 deposit
Special Orders over $300 require 25% deposit
All Locomotive Reservations require minimum $25 deposit.

Deposit will be refunded fully if an item is unavailable, cancelled by the manufacturer or cancelled by the customer prior to us taking delivery of the product(s). Special Orders/Reservations are not refundable/transferable if the order has been processed and is in route. Cancelled special orders after delivery, will have their deposits forfeited. After 30 days and repeated attempts to notify customers of their order arrival with no response, will also have their order cancelled and deposits forfeited. Engine Reservation Deposits can be transferred to other items before delivery but may be subject to a 15% cancellation fee.

Early Buy Specials:
It's a benefit of our membership program, Read all about it!

Brass reservations require a 50% deposit at the time of order. Your money will be returned in full if, and only if, your reservation cannot be filled by the manufacturer.
Once processed, reservations are Non-refundable.

Layaway Policy:
We will hold for 24 Hours in-stock item(s) for you without a deposit. Should you need us to hold items longer to arrange pick up/delivery, we require it to be paid in full at time of Layaway.

Layaways are not available on special red sticker priced items, yellow sticker clearance items, used (estate) or consignment (code L) items.

Special Order Arrival.
Once notified by store email or phone, you have 25 days to pick up or fully pay for your item(s). If you cannot visit the store to purchase your items, they can be shipped to you or your item(s) can be fully paid for and kept until it is convenient to come in and pick up.

Special orders left over 25 days, will at managers discretion, either be cancelled, deposits forfeited and the item(s) put out for general sale or have the overdue balance charged monthly at an interest rate of 20%.

Warranty and Return Policy:
Credit Valley Railway Company is committed to your satisfaction.
All returns must be made within ten (10) business days for a complete* refund (minus any shipping charges if applicable). All items must have the original sales receipt, our price tag, package and contents intact/unopened with no evidence of tampering or improper usage. Exchange only after 10 days and up to 45 days. All returns are subject to a 15% restocking fee.

*All sales are Final on any opened Train Set of any scale as well as: all yellow sticker clearance items, special red sticker priced items, special orders, used (estate), consignment (code L) and collectible items. All Electronic items: Computer software, CD's, All DCC systems and decoders, DVD's and opened books. No refunds on shipping charges.

Many manufacturers now require that their products be returned directly to them in the event of any warranty issues. Please be sure to register your purchase with the appropriate manufacturer. These manufacturers include but are not limited to: True Line Trains, Rapido Trains, MRC, and All DCC Manufacturers.

For mail order returns, contact us for a RA#. All orders or partial orders returned without, will be refused. Delivery charges are non-refundable.

Parts and Repairs:
We repair what we sell! Based on $50/hour shop time, parts extra. We have many employees/contractors with a wide variety of skills for your every repair need. There is a non-refundable charge of $25 payable at time of receipt of repair/assessment. This fee will be deducted from final fee of repair/assessment once completed. For all Brass and plastic steam engine repairs/assessments, the fee is non-refundable even if the repair cannot be completed by request of the customer due to the complexity of disassembly and reassembly.

Vintage and regular production Lionel repairs. Our repair team can fix anything from a broken coupler to the complete restoration of your family treasure. Send us an email description/picture of your item(s) and we'll get back to you with a quote. American Flyer and Marx can also be repaired.

Many manufacturers now require that their products be returned directly to them in the event of any warranty issues. These manufacturers include but are not limited to: True Line Trains, Rapido Trains, MRC, and All DCC Manufacturers.

Special Policy for all Brass Steam Locomotive Painting/DCC Installations
Models must be thoroughly tested and/or repaired by our repair technician before they go to our DCC Installer/Painter. Minimum service/assessment fees apply and must be paid for before work can begin.

The 'testing & repair' process involves the following:
a) Initial testing to determine if model requires any repairs.
b) Replacing an open frame motor with a can motor as necessary (for all DCC projects).
c) Inspect, lubricate and test gearbox: replace as necessary.
d) Inspect, lubricate and test drivers: re-quarter drivers as necessary.
e) Replace drivers if necessary.
f) Final thorough test running, adjustments and lubrication.

DCC Installations:
Decoder & Sound Installations, Email for current prices. All parts must be paid for before work can begin. Service charges for labour will be payable upon completion of work.

Custom Painting:
From simple decaling and assembly to complete brass painting, weathering and more - see our Paint Shop.

Layout Design:
The railways have always used scale drawings to plan their right-of-way. Why shouldn't you? Need help getting that layout started? We are happy to help map out a bill of materials, a track plan, even a recommendation of what lumber you might need. Layout Design.

Coupler Conversions:
Coupler Install (HO, N, O27):$12+

Consignment Sales:
Do you have trains you no longer want? We can turn them into cash. Put your items or whole collection in front of buyers who want them. We can appraise and set pricing or sell for what you want.
Our fee is 25%/15%(for Brass) of the Selling price for store credit, 30%/20%(for Brass) of the Selling price for cash (cheque) plus a $40. set up fee.
**Multiple Piece Collections only being accepted at this time.

Clinics:
New in store clinic program. For a complete list of upcoming events see our Shows and events page.