Store Services & Policies

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

Railmiles
Gift Certificates
World Wide Mail Order
Special Orders/Reservations
In Store Layaways
Warranty and Return Service
Repairs
Estate and Consignment Services

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

Gift Certificates:
Gift Certificates are available in-store from Credit Valley in any amount you require for your gift giving needs. They are also available in set amounts to add to your on line order. There is no expiry for these certificates and are available throughout the year. However, once issued are non-refundable. They cannot be redeemed or exchanged for cash. Lost or stolen certificates will not be replaced.

Internet Ordering:


Can't make it to the store, most items we carry can be shipped to you!
We ship Expedited Insured Post Throughout Canada, USPS To USA. International Air or Surface (Notice: Surface +3 months Travel Time).
We can also ship courier within Canada only (Purolator, UPS, FedEx, Canpar) at an additional cost. Not all courier companies deliver to all addresses.

Internet Payments:

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

Please use this email address for your e-Transfer payment:
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.

Depending on your bank, no security question or answer may be required. Your payment would be deposited directly. If you find a security question and answer are required, please send your answer to: query@cvrco.ca


For information on using Credit Cards, please click the following secure link to provide your payment information online:
VISA/MC/AMEX

To provide your payment information by telephone, please call: 905-826-1306 (800-464-1730) during regular business hours.
Please Note: We can't process VISA debit or Mastercard debit cards. It has to be a regular VISA, Mastercard or AMEX.

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 & Reservations:
Easy Special Orders/Reservations - In most cases, NO Deposits Required but Current Valid Credit Card Must be on file.

Please watch manufacturer's new product reservation window, Manufacturers will only guarantee your reservations if we receive your advance orders by their deadline.

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. Valid credit card must be on file for orders over $100.

NON-Railmiles Customers Special Orders require minimum 10% deposit and Locomotive Reservations require $25 deposit/Locomotive.
Effective Immediately, we will no longer be accepting additional deposits on these special orders. The balance of payment on your order is due once you receive notification from us that your order has arrived and is ready for pickup/delivery.

Deposits will be refunded fully if an item is unavailable or cancelled by the manufacturer. Deposits on items cancelled by the customer, are not refundable/transferable if the order has been processed by CVR Order Desk and allocated to customer.

Cancelled special orders after delivery, will have their deposits forfeited. We reserve the right to cancel any and all orders at any time for non-payment. Please budget for your incoming purchases, we are not a finance company.




We are currently experiencing a much larger volume of customers cancelling product AFTER arrival at our warehouse. We currently have an automated program which sends all our Railmiles customers an order listing of items on pre-order at least once every 90 days. For items that have not arrived that you no longer want, this is the time to request a cancellation: NOT after arrival at our facility. We understand that customer situations change over time, even era or scale of modelling change. We do our best to accommodate changes in orders even though many manufacturers lock in our orders at their deadline date. What is unacceptable from a business and ethical point of view, is the hobby store ordering products for you the customer (sometimes in the $100's, without deposits in most cases) and then in turn, you cancel after notification of arrival. These items cannot be returned and still must be paid for by the business.

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

Layaway Policy:
We will hold in-stock item(s) for up to 30 days for future pick-up/delivery (space permitting) if the item(s) are paid in full.

Special Order Arrival.
Once notified by store email or phone, you have 48 hours to 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.

We reserve the right to cancel any and all orders at any time for non-payment.

Warranty and Return Policy:
Credit Valley Railway Company is committed to your satisfaction.

All returns must be made within five (5) business days for a complete* refund (minus any shipping charges if applicable). All returns must have the original sales receipt, your customer number, our price tag, package and contents intact/unopened with no evidence of tampering or improper usage. Exchange only after 5 days and up to 15 days. All returns are subject to a 15% restocking fee. DO NOT send returns via mail unless you have first received a return authorization number from our customer service department.


*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, magazines, 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. Credit Valley will not accept defective returns for these manufacturers. Please contact them about how to proceed with your return:
146 Rapido Trains
161 Bowser 1-570-368-2379
245 Digitrax
381 Kato 1-847-781-9500
397 ESU
434 Lionel
500 MRC 1-732-225-2100
502 Micro-Structures 1-203-595-0619
524 NCE
658 Scale Trains
678 Soundtraxx
745 TCS
800 Circuitron 1-815-886-9010
910/920/933 Walthers

Repairs & DCC Installations:
Repairs - Need to get that train running again - we can help! We repair what we sell with the only restrictions being, thoses manufacturers who want all warranty and repairs performed at their facilities only. Our repairs and installations are based on $75/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 $35 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.
We are not responsible for goods left over 30 days after notification nor for loss by fire or theft.

Vintage and regular production Lionel repairs. Please contact us, we can forward your request to an outside technician with years of Lionel experience and a huge stockpile of original parts.

DCC Installations and Programming - Not sure how to do, not sure what decoder/sound file you need - we can help! Our DCC experts can walk you through the process or pick the file that is right for your purpose. Don't want to tackle yourself, we can help there too! Our DCC installation team has the experience and know how to get almost any project running great on your DCC layout. You can drop your project off anytime or come in and talk to them yourself (Phone first - usually in only Saturday). If sending by mail, all items must be in their original boxes for transporting - we assume no liability for damaged parts if not in original packaging.

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 30% of the Selling price for store credit, 35% of the Selling price for cash (cheque/eTransfer) plus a $50. set up fee.
**Multiple Piece Collections only being accepted at this time.
Not responsible for loss by fire or theft.