Customer Services
At Accucraft, we are committed to nothing short of excellence regarding the product and support we provide to all our customers before, during and after sale. You can contact us in many ways: On-line, by phone, via fax, or in person at Accucraft Company Union City office. No matter which method you choose, you will find our customer service staff to be concerned, knowledgeable and helpful. Remember, we are not satisfied until you are. Carefully read the instruction manual regarding the proper handling of your new models. With proper care, Accucraft models can provide you many years of enjoyment.
General Contact INformation
ACCUCRAFT COMPANY
33260 CENTRAL AVE
UNION CITY, CA 94587
USA
TEL: 510-324-3399
FAX: 510-324-3366
EMAIL: sales@accucraft.com
8:00am to 5:00pm M-F
Mail A Payment
* CHECK (Personal or Corporate), MONEY ORDER, * CASHIER'S CHECK
Please make check, money order, cashier's check payable to ACCUCRAFT, and mail to:
ACCUCRAFT COMPANY
33260 CENTRAL AVE
UNION CITY, CA 94587
USA
ATTN: ACCOUNT RECEIVABLE
Please include your address, phone, and invoice number on the check. We do not accept checks from outside the United States. Please do not send cash. ACCUCRAFT is not responsible for payments lost or misdirected in the mail. We recommend using insurance if mailing a money order or cashier's check. Flat rate shipping continental USA only!
Reservation
ACL (Accucraft Custom Line) and ATLS (Accucraft Trains Live Steam) lines of products are built to a limited volume. Advanced reservations are required. To secure your model, please contact your authorized Accucraft dealer or place your order on line. Accucraft Company will not charge your credit card until the model is our warehouse and we confirm the order with you.
Pre-Order
Backorders consist of backorders, discontinued items, and products that are temporarily out of stock. Please be assured we are working to fulfill your order as fast as possible. If purchased with a credit card, you won’t be charged until the order ships. If you plan to pay by check, we will send/email you an invoice as soon as they are ready to ship
International Order
Please contact us at 1-510-324-3399 or via email at info@accucraftestore.com
International Restrictions And Shipping Details
We ship all international packages using the US Postal Service or UPS, unless you request another method of shipping that we can accommodate. Once a package ships, it takes 5-10 business days to arrive if there are no delays in customs. Our shipping costs do NOT include duties, taxes or other fees that may be required by your country. Accucraft will not be responsible for any of these additional fees or costs. It is recommended that you contact your local custom’s office for an estimate on these costs before placing your order. If the package is returned for any reason, shipping costs will not be refunded.
We reserve the right to refuse orders for items that are not available for shipping outside of the USA.
Questions? Email us at info@accucraftestore.com
Warehouse
Most of our orders in warehouse status are shipped within 24 hours. We do the best we can to keep our website updated and to ship out all orders as fast as possible. However, occasionally we may experience a delay in processing when we find:
‧ Shipping address provided is incorrect or incomplete (customer is notified by email)
‧ Item became out of stock (will be shipped in couple of days or cancelled)
‧ Duplicate orders were placed (customer is notified by email)
‧ Part of an order is out of stock (order will be adjusted and shipped)
Return Policy
No merchandise is to be returned without first obtaining a return authorization number from Accucraft. Please advise of invoice number, invoice date and reason for your desire to return. Please pack the merchandise safely so it reaches us in the same condition it reached you. No merchandise may be returned after 30 days from invoice date. 15% restocking charge on all returned product when error is not the result of Accucraft. All returned merchandise must be shipped insured and freight prepaid. We will issue a credit memo on all returned merchandise unless otherwise instructed. Some items may not be subject to return including but not limited to custom orders and discontinuted items.
Privacy Policy
Your privacy is important to us. We use the information you provide when placing an order to complete that order. We do not share your personal information with outside parties except to the extent necessary to complete that order or to provide services where the outside party is acting on our behalf and has no independent right to use the information we provide (i.e. A third party shipping or customer support center).
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