FAQ's

General Order Process:

2022 Christmas Order Dates :)

December 1st for International Shipping Addresses, but we always say the sooner the better because an order can be delayed in customs etc.  Please note this guarantee does not apply to longer low cost shipping options.

December 15th for shipments within The United States.  If order is placed 16-19th delivery may still arrive in time but we cannot guarantee this.

Please note our factory closes from Christmas to just after New Years but our website still accepts orders in that time that will be processed when we return.

 

How long does it take to receive an order?

Our trains are handcrafted.  If the train you order is sitting on the shelf with it's wheels on and is ready to go then it may go out that same day.  But if it is still being finished by The Whittle Team it could be 7-10 days before you receive it.  New release trains can sometimes take longer but we let you know that when we announce that particular train.  In GENERAL you will receive your order within 5-7 business days.  During the holiday season orders can take multiple weeks for processing.  Paying for expedited shipping refers to actual time to ship and does not include order processing time.   We are unable to accommodate rush orders.

Address Changes

Please know that we have changed our processes and changing an address  after an order has been placed may be a challenge.  Please make sure to double check your address before placing an order :)

How often is inventory updated?  How do I get the train I want?

We normally add inventory at 7am or 7pm Central time, but during the holiday season that changes to listings at 9am, 3pm and 7pm Central.  We do not list inventory every listing time every day but these are the times to keep an eye out if you are trying to get a particular train. :)

Also, we HIGHLY recommend signing up to receive "Back In Stock" emails for that particular product, on it's page. 

Please NOTE :)  Once you receive a notification for a train the system removes you from the list and you will need to sign up again.  Also, if you have gone months without a notification please check your spam folder as the notifications may have gone there.

Once a product is sold out for 2022 it will be added to the product title, saying "SOLD OUT for 2022".   If you want you can sign up to receive notification when it goes back into production in January.

Does your Whittle Fan have a particular train in mind?  Buy it when you see it :)

Our stock can range widely and we a train that sells out may not go back into our production schedule for months.  For that reason we do not recommend holding up an order for a particular train.  We know this isn't ideal at times but it kind of comes with the territory since we handcraft our trains. :)  

We also highly encourage use of our Back In Stock notifications too :)

During the holiday season: The closer we get to peak days of various December holidays, particularly Christmas, we may sell out of certain products.  For that reason if your Whittle Fan has a particular train on their wish list we highly recommend you purchase it as soon as possible. :)

Having issues placing your order?

Try a different browser.  Some work better than others with our website service.  Some examples of browsers are: Google Chrome, Safari, Firefox and Internet Explorer among others.  If you are having issues placing an order, please try opening our website in a different browser to place the order.  This should do the trick :)

Don't have your order get delayed :)  --- Details are important! :)

Credit Card information - Please be careful when entering credit card information.  Any cards that are declined can cause your order to be delayed, particularly during our busy season.

Shipping information - Please also be careful of what you enter your shipping address.  Incorrect addresses can cause a wayward package to be delayed for weeks.  

Tricky Shipping Addresses -  if you have a shipping address that is sometimes challenging, it most likely will be with our system.  This can also delay your order so please enter an address that you are sure will take delivery :)​

Secure Address 

It doesn't happen that often anymore but occasionally we do still run into a porch pirate or two.  If you have any concern at all about your order disappearing from your front porch, please send it to an address where you know it will be secure.  It is unlikely that we will be able to address these issues during the holiday season and will have to wait until after, so please check your address to avoid issues. :)

Order Status

The best way to reach us for this is via email buytrains@woodentrain.com.  We are often on the factory floor and cannot hear the phone . . . and quite frankly we just do not check voicemail as much as email(there, we said it :) )

Combining Orders

For whatever reason our web service does not have this capability.  And with the way our inventory system functions through our website/service we are unable to do this without causing issues.  We are sorry that we cannot accommodate this request.

Peak Season ETA's

From mid-November through the end of the year Santa keeps us very, very busy.  For this reason we cannot provide order ETA's.  The simple fact of the matter is that if we are looking into ETA's that is time taken away possibly assembling your train and getting it our the door to you(or Santa:)).  We hope you understand :)

Guarantee

We offer a lifetime guarantee on Whittle Shortline toy trains with normal wear and tear.  Just get in touch with us to let us know about the issue and then send it back so we can repair or replace it :) 

Returns

As long as the train has not been played with we are happy to exchange it or refund it for any reason.  Please get in touch with us to let us know you are returning it.  Then send it back with a note in the box letting us know if you would like an exchange or a refund. :)  Trains can only be exchanged for trains that are currently in stock.  Trains must have been purchased directly from www.woodentrain.com or on Amazon from "The Whittle Shortline Railroad - Manufacturer".

Please note: Return requests received during the holiday season(mid-November through end of December) may be delayed until after the close of the season.