About us and store policies
Located at 167 N 3rd Ave, Suite F, Upland, California 91786
We are a small model train store. First responder owned and operated.
We guarantee the best prices.
Email us at orangeempiremodeltrains@gmail.com
Phone: (909) 544-9884
We only answer emails and phone calls during work hours and work days.
This allows us time for other obligations such as family.
The owner works full time on an ambulance.
We accept Cash, Debit, Credit, Digital payments. Sorry, No checks.
All sales are final. No refunds or exchanges.
All products come with a warranty from their manufacturer.
We reserve the right to refuse service to anyone at any time.
All items ship insured.
Please allow up to 5 weekdays for orders to process. Most orders are shipped out every Friday or sooner.
Mail Order & Special Order Policy
Orange Empire Model Trains and Hobbies LLC
Thank you for choosing Orange Empire Model Trains and Hobbies! We’re proud to serve hobbyists across the country through both in-stock and special order items from our trusted suppliers.
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Mail Orders
We ship directly to you using reliable carriers such as USPS, UPS, or FedEx. Most in-stock items ship within 2–5 business days. Tracking information will be sent as soon as your order is shipped.
Please note:
Shipping rates are calculated at checkout based on weight and destination.
Signature confirmation may be required on high-value orders.
At this time, we only offer shipping within the United States.
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Special Orders
Can’t find what you're looking for? We’ll special order it from our supplier network, including Walthers and others.
Special Order Terms:
A 50% deposit may be required at the time of request.
Estimated delivery times vary depending on the supplier’s availability.
Special orders are non-refundable once confirmed unless the item is discontinued or cannot be sourced.
You’ll be contacted as soon as your item arrives. Final payment (if applicable) is required before shipment or pickup.
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Cancellations & Changes
Mail orders can be canceled or modified prior to shipment.
Special orders cannot be canceled once submitted to our supplier.
STORE HOURS
Friday Noon to 5pm
Saturday 1pm to 5pm
Sunday Noon to 4pm.
CLOSED all other days.
Please call ahead on Friday to see if we are open late past 6pm.
POLICIES
-Special Orders
- All special order items will arrive within a week's time if in stock at the distribution point to us or dropped shipped to the customer by the distributor.
One week meaning 5 business days Monday-Friday weekends do not count in the day of time
to our store's location.
Depending on the act of god, weather and the man power of the distributors.
All of the things they can not be held accountable for and neither can we.
This will start in February 2024.
- Special order items as always in the past and well into the future are 100% guaranteed.
All sales are final, no refunds in the physical store or online and require a 50% down non refundable payment for special orders in store. This applies to online orders as well. Exceptions can be made at the discretion of the ownership.
We do offer layaway and buy now pay later options.
(We are sorry to enact this but a few bad apples ruined it for everyone.)
( C) Our day begins at 11am to 5pm. We ship between these hours. We address all concerns during these hours and will match with our operational posted days only.
(Up to and not limited to phone calls, emails, letters, fax, telegram, pony express etc.)
-Shipping Changes
(A)Due to increased cost, we will no longer ship multiple items for free unless offered and or asked for. (we don’t like to say no to the customers)
(B) We will offer refunds on shipping cost if our online shopping cart is more than our discounted shipping rate and the customer will be advised of that refund.
(C)We will bump customers at no additional cost to faster service if not a large price difference to benefit the customer.
-Members Reward Program
- Just like going to the grocery store or gas station, you might have ended up signing up for this free program for additional discounts and or points. We will be enacting the same both online and in store. All points will accrue for all purchases and will be credits for use in store and online and redeemable for cash and are non refundable.
-Our policies
- From day one we have reserved the right to refuse service to anyone at any time.
- We are kind, polite all the time, please be the same.
-Repairs-
Per California and local law, all our labor rates are listed and explained in plain view.
Our labor rate is $35 per hour and does not include cost for parts.
All warranty work will be listed on the return slip to the customer and will remain valid from the day of return to the customer to the timeline end date at midnight of that specified day. In conditions only of normal use and wear of the product NOT foul play or miss use.
Customers have up to 30 days to claim and pay for their repairs otherwise items are forfeit their property and all items left in the stores possession will be considered abandoned, auctioned and or sold at fair market value to make up for the repair bill.
Special circumstances will be made at the request of the customer.
Storage fees will be charged at a minimum $35 per week past the 30 days due to customers failure to pay but wishes to make full payment within 90 days.
No payment or pick up after 90 days by California law, property will be assumed abandoned.
All reasonable and possible ways to contact the customer will be made and documented.
No repair is released until fully paid for.
No work will be done with out owners consent first.
The original owner will be notified via certified mail a week prior to the 30 day deadline in addition to multiple attempts by phone, email, mail to contact that person(s).
We are a registered Limited Liability Company (LLC)
Located at:
167 N 3rd Ave Suite F, Upland, California 91786
Orange Empire Model Trains LLC
.