Shipping & Returns

These are the NewhallStation.com comprehensive Shipping & Returns information and policies.


How We Package
To insure that you receive the item(s) in perfect condition, we carefully package and protect every item using bubble wrap, additional padding, and high quality boxes. We make every effort to package all items in the best and safest way possible to protect them in transit and insure their safe arrival.

How We Ship
Orders will be shipped by us either direct from Japan (via EMS - Express Mail Service or AirMail) or from our US location (via USPS Priority Mail or AirMail). We ship orders with insurance, package tracking, and delivery confirmation. Some low priced items may be shipped via AirMail to minimize s/h costs for our customers. Many of the items we sell are shipped direct from our store in Japan via EMS to expedite delivery and maximize items' availability. All items are carefully wrapped, packaged, and boxed to insure safety in transit and guarantee safe arrival to our customer's location. Shipping time is, on average, about 3 to 5 business days, but may be longer depending on the time of the year and carrier or customs delays. NewhallStation.com is not responsible for any delays or carrier issues while your order is in transit (see Orders Tracking note below).



Why We Use Expedited Mail with Tracking
We chose International Express Mail (EMS), Priority Mail (US only), and Airmail with Tracking to insure the best possible service and quickest delivery method to our customers. Since we offer very high quality and limited edition items, only the safest and most reliable delivery method is used. We want to make sure that all our packages are properly shipped, insured, handled, and tracked in transit. This insures that the items reach you safely and protected, offering you security and peace of mind.

Where Do We Ship
Currently we ship to the following 26 countries and locations:
 
United States

Canada

Australia

Austria

Belgium

Brazil

Chile

Denmark

Finland

France

Germany

Greece

Hong Kong

Iceland

Ireland

Italy

Luxembourg

Netherlands

New Zealand

Norway

Portugal

Singapore

Spain

Sweden

Switzerland

United Kingdom

More countries may be added as our site grows and product offerings expand.

Maximum Package Weight
We only ship packages up to 9,000 grams (approx. 19.8 lbs) maximum weight. This minimizes the VAT/DUTY import fees for our European and Canadian customers and allows us to ship items via Express air or Priority mail and expedite delivery. US customers with orders under $2,000 are not subject to any import or duty fees.



Orders Processing and Shipping
Orders placed on Saturday and Sunday will be processed on the following Monday. Orders take approximately 2-3 business days to process before they are shipped out, therefore please add processing time to total transit time.

Orders Tracking
Once your package is shipped, we will email you with the parcel tracking number that will enable you to check online, in real time, the status of the order while in transit. Please be aware that occassionally US Customs may delay packages in transit despite the expedited nature of the shipments. We are not responsible for any delays caused by delivery companies and government agencies outside our control. Customers (buyers) assume the risk of delays in shipment and cannot cancel orders, refuse delivery of packages, or request refunds of any shipping and handling charges due to delays in delivery due to Post Office or Customs actions or circumstances outside our control.



VAT/DUTY Potential Import Fees
While our 9,000 grams limit (19.8 lbs) on all orders generally avoids the likehood of import fees, please be aware of your country's VAT/DUTY import fees rules just in case. US customers with orders under $2,000 are not subject to any import or duty fees. For additional information regarding Internet Puchases please visit the US Customs website.

VAT/Duties - US and Non-US Customers
All US customers ordering less than $2,000 per order will not be subject to any VAT, duties, or other customs fees. Importing laws state that all orders under $2,000 coming to the US are not subject to any import or duty fees. Non-US customers need to check the specific import laws and regulations of their own countries and determine what import duties and customs fees they may be subject to. (All non-US customers are responsible for paying the necessary fees to complete order delivery in their countries.)



Returns/Refund Policy
If you receive a defective or incorrect item, please contact us as soon as possible, within 10 days from the delivery date. You must contact us first for a RMA # (Return Merchandise Authorization No.) so that we understand the nature of the return when receiving it. We will ask you to mail the item (insured and with tracking) to our US location.

Once we receive the original item we will work to exchange it for the same item as soon as feasible. If a similar item is not available, we will refund the full price of the item to you.



Items Colors and Descriptions
We are not responsible for last minute changes that a manufacturer may make to an item nor the pictures given to us by our suppliers. Colors may vary slightly from the pictures on our site. We offer you the best information and photos available at the time of ordering.

Instruction Manuals and Documentation
All our items are imported from Japan and any instructions and documentation included are written in Japanese. Most instructions include graphics that show the key information needed for customers to reference and rely on. Occassionally we are able to obtain English translations of instructions and provide them to customers, however we make no guarantees in being able to locate or acquire English versions of instructions since frequently the manufacturers do not provide them.

Damaged Items
We insure every shipment to prevent any damage to the items in transit. When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately. Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please keep the box, packing materials and the damaged items for inspection by the carrier.

Returns
We guarantee the products to be new and with manufacturer's limited warranty. All items are checked for mint condition, operation and appearance prior to shipment. Original condition items returned within 10 days from delivery date will be subject to a 20% or 35% restocking fee (20% for regular items, 35% for starter sets). All item packaging and boxes must be in perfect (mint) condition and trains (locomotives and cars) cannot have been run for us to accept any returned or canceled items. All returns and cancelations will be subject to a minumum 20% restocking/cancellation fee and starter sets will be subject to a minumum 35% restocking/cancellation fee due to their larger size and weight. Shipping charges are not refundable. Returns will not be honored for special orders, limited availability and rare items, entire orders of 3 or more items, and all purchases after 10 days from delivery date. Shipping charges for any returned merchandise, including repairs, will be the responsibility of the purchaser except in the case a wrong item was shipped.

Cancellation Policies
Once an order has been confirmed as being received by us and the customer has provided payment information to us, we then accept this as a purchase agreement. If the customer decides to cancel the entire order (or an item from an order), a 20% or 35% restocking/cancellation fee will apply (20% for regular items, 35% for starter sets). Cancellations will not be allowed for Special Orders, limited availability and rare items, entire orders of 3 or more items that have been shipped, and all purchases after 10 days from delivery date. Shipping and handling charges are not refundable and customer is responsible for all return shipping charges (with insurance and tracking).

Furthemore, if a customer cancels an order after it is delivered, or refuses delivery when package arrives, or fails to pickup the package if a notice is left by the carrier and package is returned to NHS, the customer is responsible for all shipping charges (with insurance and signature confirmation) back to NewhallStation. In addition, shipping and handling and customs or duty fees are the responsibility of the customer for returns/cancellations. Any additional fees incurred as a result of not following our return authorization instructions will be the sole responsibility of the customer.

Cancellation Policies - Starter Sets
Due to their larger size, heavier weight and additional shipping and handling expenses, all starter sets will be subject to a 35% restocking/cancellation fee, instead of the standard fee. Shipping charges are not refundable. All packaging and set items must be perfect (mint) condition and trains (locomotives and cars) must not have been run for us to accept any returned or canceled sets.

Terms and Conditions (Full)
By using NewhallStation.com, you agree to comply with and to be bound by all our specific Terms and Conditions covering all aspects of usage and purchase. Please read and review all of the specific Terms and Conditions for NewhallStation.com business and website.

Please do not hesitate to contact us should you have any questions about our products and policies.

Continue