Pre-Orders, Special Orders, Holds & Discounts
We understand that many of the most exciting model railroad releases sell out quickly. Our pre-order, special order, and hold programs are designed to help you reserve the products you want while giving you flexibility and clear expectations throughout the process.
Whether you're placing a pre-order months in advance or purchasing an item that's ready to ship today, our goal is to provide clear communication, fair policies, and excellent customer service every step of the way. If you ever have questions, please reach out—we're always happy to help.
Customer Support
📧 support@denvertrains.com
📞 720-821-1975
Summary
✓ Most pre-orders require no upfront deposit
✓ You'll typically receive an invoice about 14 days before shipment
✓ You may cancel your reservation before invoicing
✓ Manufacturer release dates are estimates and may change
✓ We offer special orders and hold services for select items
✓ Questions? Contact us—we're always happy to help.
Pre-orders
When you place a pre-order, you are committing to purchase an item that has not yet arrived in stock. Pre-order items are products that have not yet been released, manufactured, or shipped by the manufacturer. These items are typically made available for purchase in advance of their official release, allowing customers to secure their order before the product becomes widely available.
Deposits
Unlike many retailers, most of our pre-orders do not require an upfront deposit. We believe this provides flexibility while still allowing customers to reserve limited-production models. Payment is typically due once we confirm your item is on its way to us, generally no more than 14 days before shipment.
Cancellations
We understand that circumstances can change, and you may need to cancel your pre-order. If this happens, we kindly ask that you cancel your order as far in advance of the estimated arrival date as possible.
Because we place orders with manufacturers based on customer reservations, last-minute cancellations can make it difficult for us to manage inventory. If you need to cancel, we simply ask that you let us know as early as possible.
Please note: payment processing fees are non-refundable and will be deducted from your refund.
Pricing
Pre-order prices typically remain stable, but there may be instances where changes occur. If manufacturers raise prices or if tariffs impact the cost, the price of your item may be adjusted. In such cases, we will notify you before the price change takes effect, and you will have the option to cancel your order. We will never adjust your order without notifying you first.
Estimated Availability
Pre-order items are assigned an estimated availability date, but please note that these dates are subject to change. Release dates are established by manufacturers and distributors and are outside of our control. Delays or early arrivals are common, especially in the hobby industry. We will make every effort to keep you informed of any updates as soon as we receive them.
Special Orders
If you're looking for a product we don't have in stock, we can assist by sourcing it and placing a special order on your behalf. Because special-order items are purchased specifically for you, a non-refundable deposit of 25% to 50% is required for special orders, depending on the type and price of the product.
Once you agree to the special order, we will send an invoice for the deposit. After the deposit is paid, we will proceed with the order. Upon the item's arrival, we will issue an invoice for the remaining balance. If the balance is not paid within 30 days, the special order will be cancelled, and the deposit will be forfeited.
If you decide to cancel the special order, the deposit is non-refundable, as we will have already committed to inventory that we would not otherwise have purchased. However, if we are unable to fulfill the special order, we will refund your deposit in full.
Hold Services
As a courtesy to our customers, we may agree to place a product on hold for up to 30 days, giving you time to complete your purchase. A 10% non-refundable deposit is required to hold your purchase. We will invoice you for the hold deposit and at the end of the agreed-upon hold period (not exceeding 30 days), we will invoice you again for the remaining balance.
While we offer holds as a courtesy, not all products are eligible. Newly released or high-demand items may not be available for hold for a period of time (typically 2–4 weeks after release). Eligibility is determined at our discretion.
If you choose to cancel your hold order, the deposit is non-refundable. Additionally, if the purchase is not completed within 30 days of the initial hold date, your order will be cancelled, and the deposit will be forfeited.
Hold requests are reviewed individually, and not all products are eligible.
Discounts and Sales
We periodically offer sales, promotions, and discount codes as a way of thanking our customers and celebrating special events. We also reserve the right to exclude certain products from sales or discounts. Generally, discounts cannot be applied to sale items, certain pre-orders, pre-owned locomotives, or products subject to minimum pricing policies set by manufacturers.