PWRS Return Policy
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For products of North
American Rail Car Corporation or special/limited runs from Pacific Western Rail
For all Pacific Western Rail Systems
limited or special runs, we are committed to the highest standards of product
quality, customer service and satisfaction:
1. If you receive a Pacific Western Rail Systems car that is defective in any way, we will replace that
car absolutely free. If we are out of
stock, we will issue a refund instead. This defective replacement guarantee is
good for the first thirty (30) days of ownership.
2. For North
American Railcar Corporation cars, the same high standard as that for PWRS
applies. If you get a car that is defective, call us
immediately. Our guarantee of quality is absolute for the first thirty (30)
days after delivery. After that, we will try to keep you running with necessary
parts and/or repairs.
3. If you buy one of our cars, either PWRS or NARCorp, and are not
satisfied with the quality, you may call within fifteen (15) days and ask for a
Return Authorization Number as set forth below. This satisfaction guarantee
supersedes the convenience return below.
For all products other
than those of Pacific Western Rail Systems or North American Railcar
Corporation, the following applies:
The return policy at Pacific Western Rail Systems
is different for the products manufactured by companies like Athearn, Atlas,
Intermountain, Kato, etc., and the products manufactured for Pacific Western Rail Systems as
limited or special runs.
We are still committed to
selling quality products and delivering outstanding customer service.As a result, we allow three types of returns
of product: Shipping Error Returns,
Convenience Returns and Defective Merchandise Returns (although exclusions may
apply). All types of returns require a Return Authorization Number.
The information we need to
issue the return authorization is:
1. The number of the invoice enclosed with the product.
2. The stock number and quantity to be returned.
3. The reason for the return.
To contact us for a return authorization, CALL the Toll Free: 1-866-840-7777 or EMAIL us at
All returns from US customers must be insured and sent to: PWRS
at 250 H Street, PMB 779, Blaine, Washington 98230, USA.
All returns from Canadian customers must be insured and sent to:
PWRS at Unit 68, 15515 24th Ave., Surrey V4A 2J4, Canada.
SHIPPING ERROR RETURNS
Receiving the wrong goods, or
getting the wrong engine type or number is our error and is considered a
Shipping Error. If we make errors on
product shipments, we'll make it right at no cost to you. (Note:the thirty (30) day time limit applies to this type of return.)
Every now and then, a customer
gets a whole package or a single item that s/he did not order or that was
supposed to go to another customer - a mis-ship. We give mis-ships priority
attention. If that should happen to you, please call PWRS immediately; we may
issue an RMA or simply resolve the problem. We'll reimburse shipping for the
return of the package or item and we'll rectify the problem. If we make the
mistake, we'll fix it at our cost. (Note:the thirty (30) day
time limit applies to this type of return as well.)
rectify customer errors do come under the category of convenience returns; they
will be accommodated whenever possible.
You have ten (10) days from the receipt of the product to
request a Return Authorization Number. Credit can be issued only after
inspection of the merchandise after it has been received by PWRS. Product must be in restockable condition
with no damaged packaging. There will be a restocking fee of 40% on accepted
DEFECTIVE MERCHANDISE RETURNS
Pacific Western Rail Systems stands behind our products, as do
the manufacturers of products we sell. All defective merchandise will be either
repaired or replaced at our discretion, subject to the manufacturer's existing
product warranties and policies. For quality control purposes, we require that
you clearly identify the product defect when contacting us for a return
authorization. All defective merchandise must be reported within thirty (30)
days of receipt. Unless it is our proprietary product, no shipping
reimbursement will be included for returns, but we will not charge shipping for
the replacement product either.
If returned to us, defective merchandise will be inspected
and/or tested. Customers are expected to be knowledgeable enough to use proper
track-cleaning, engine maintenance, and other modeling techniques. Defects to
equipment caused by dirty track (fouling pick-up on engines, for example) or
accidents, falls, etc. (breaking off parts, damaging trucks or couplers) are
not considered defective merchandise returns.
Breakage, to be considered defective, must be claimed as soon as
delivery of the product is taken. Exceptions for customers will be made on a
case by case basis and need to be founded in fact and evidence. Over the years,
experience dictates that damage due to shipping or from the factory, is
reported within ten days of receipt and evidence in the form of pictures is
frequently, though not necessarily, provided. Any other claim, therefore, may
be denied for proper cause.
Should a customer desire service of an engine, repair of parts
damaged on cars, or other service, that may be arranged as a customer service
issue. Any charge for such service will be as minimal as possible, but the
customer would have to pay for shipping.
Pacific Western Rail Systems is committed to customer service
and wish to make our exclusions as few and fair as possible. We cannot accept:
Limited Run Returns
Discontinued Merchandise Returns
Special Order Returns
Reservation Product Returns
These are general categories to which we may always make
exceptions in extraordinary and appropriate circumstances. However, any
exception must be authorized and specifically entered as a matter of record.
In addition, we have found that most manufacturers who deal in
electrical or electronic parts, such as engines with or without decoders,
prefer that customers return their defective products directly to them. This
allows the manufacturer to repair or replace the engine as needed, but it also
helps them to determine any problems that may need to be corrected.
The following manufacturers require their products be returned
directly to them. Please contact them for specific instructions regarding
return of their product. A Pacific Western Rail Systems return authorization is
not required.Shipping reimbursement is
not generally done by manufacturers (or us); however, they may add free gifts
or offer other services without charge when it is necessary to return product
to them; whatever is done is at their discretion and no customer should expect
anything in particular unless expressly so stated on their public website or to
them personally, in writing.
Athearn and Athearn Genesis
2883 E Spring Street, Suite 100
Long Beach, CA 90806-6834
378 Florence Ave
Hillside, New Jersey 07205 USA
1400 East Erie Avenue
Philadelphia, PA 19124
4 Signal Ave., Suite C
Ormond Beach, Florida 32174
211 RocBaar Drive
Romeoville, IL 60446-1163
2443 Transmitter Road
Panama City, Florida 32404-3157
100 Remington Road
Schaumburg, Illinois 60173 USA
P.O. Box 143
Chelmsford, MA 01824
MRC Model Rectifier Corporation
200 Carter Drive
Edison, New Jersey 08817 USA
MTH (Mike’s Train House)
7020 Columbia Gateway Drive
Columbia, MD 21046
Precision Craft Models
4 Signal Ave
Rapido Trains, Inc.
500 Alden Road, Unit 16
Markham, Ontario L3R 5H5
210 Rock Point Drive
Durango, Colorado 81301
Please note, manufacturers may request direct shipment of
returns to them because more damage may occur with excessive shipping and
handling. Or they also require direct
contact with them first because they may be able to resolve problems without a
return; and for that reason, manufacturers may contact customers during normal
business hours for the purpose of discovering the nature of the problem and
attempting resolution of problems without the necessity of a return.