General Order Process:
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.
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 :)
Shipping addresses outside of the United States
We are using a new shipping services that allows for tracking around the globe at most price levels. It allows for choices in the check out based on speed, price and the best combination of the two. :) While we are very excited to be able to offer this service we do encourage customers to buy some level of insurance, particularly for economical shipping options, on their order as we cannot guarantee a package outside of the United States.
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. :)
The best way to reach us for this is via email firstname.lastname@example.org. 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 :) )
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 :)
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 :)
Please note: Returns will not be accepted unless shipped back in a box. Trains should be wrapped or cushioned in some way to for shipping.
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 in a box 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.
Our trains are safety tested top to bottom annually. Paints, finishes, components are all tested using CPSIA standards, including CA Prop 65 Standards. As with many toys our trains are recommended for children ages 3+ due to our trains containing small components.
At this time we are not able to accommodate custom train requests and do not sell the unpainted versions of our trains. As creative folks ourselves we know this is a bummer. We are definitely sorry to disappoint all of the creative and crafty Whittle Fans out there but at this time we are not able to provide that option.
We sell our trains direct to consumer only at this time. We are extremely flattered by all of the inquiries we receive to be included in such wonderful shops and websites. Extremely :) We have a difficult time keeping up with our direct selling and are unable to fulfill orders for additional stores at this time. Please know that we keep a file of inquiries should we ever return to selling in this manner. Many, many thanks for your consideration of our toys. :)