Terms and conditions

Terms & Conditions

Your use of this website constitutes as acceptance of these terms on conditions set by Otter Valley Railroad. If you do not agree with these terms, please cease using the website immediately.

Delivery Policy

Canada Post is our primary shipping service!

This document states the Delivery Policy of Otter Valley Rail Road.

Your use of this site constitutes acceptance of these terms and conditions. If you not agree with these terms please cease using this site immediately.

OVR ships to Canada, the United States, and most International countries. All orders are shipped as specified by the shipment type selected at the point of sale by the customer. Taxes and/or duties for shipments outside of Canada are the responsibility of the customer. Canada Post rates are calculated to your address. Orders can be picked up at the store or at trade shows we attend, contact us by phone or email.

Otter Valley Railroad uses Canada Post for our delivery services. Shipping rates are charged based on Canada Posts fees for delivery service to your area. We do not charge for handling. Due to the nature of our products, all parcels are insured for the dollar amount based on the value of the objects in case of loss, damage or theft. It is the responsibility of the customer to report to Otter Valley in case of loss, damage or theft and provide photo reference so that claims may be filed on customers behalf. Items will be replaced to the best of OVR ability, but items may need to be refunded if no longer available.

Store Pick up: If customer places an order online, they may select store pickup as option for delivery. Orders that are for pick up are expected to be picked up within a 14-day window from time of placement. We would love to hold multiple orders to save our customers from shipping costs, but during busy season we may simply not have enough space to store your items for long periods of time. If customers need longer pick up time frame, we ask that you contact us by phone or email.

International shipping: We do ship internationally with Canada Post. Otter Valley Railroad is not responsible for any tariffs or tax that need to be paid upon entry to customers country. International customers will be refunded for excess funds charged by the postal system once parcel is accurately uploaded into the shipping system.

How to Order & Store Hours

Orders may be placed online through our website 24/7. Telephone orders may be taken during regular business hours pending on volume and availability of staff. If a customer is unable to place an order online, please contact Sales@ovrtrains.com with the product codes, quantities, prices and your contact information. Telephone and Email orders will be delayed due to volume and staff availability and are restricted to regular business hours.

Telephone 519-842-9258

Order Toll Free 1-877-885-7245

By phone, we are open:

Monday – Closed

Tuesday - Friday 10am - 4pm

Saturday 9am - 5pm

Sunday - Closed

All Time are Eastern Standard Time

Closed on Trade Show Dates (check website)

Closed Christmas, & Easter

Call to see if Trained Experts are in The Store.

Pre- Orders:

Most manufacturers are turning to doing limited availability runs on certain products that OVR carries. For customers who want to ensure they receive the product Pre-ordering is highly encouraged for highly sought after items. A deposit will be asked for upon receipt of customer preordering. This deposit will be deducted from the final price of the product upon arrival. Cancellation of preorder will result in forfeit the deposit paid unless its within 30 days of the original order. Deposits are transferrable at the discretion of OVR staff and are based on circumstances. Orders cancelled before pre-order deadline can be refunded by store credit. Orders cancelled after deadline results in loss of deposit. If the item that you pre-ordered is no longer being made by the manufacture a refund in the form of store credit will be issued. All cash refunds are at the discretion of OVR owner.

It is the responsibility of the customer to change/ modify shipping addresses and contact information. This is especially important in the case of long-awaited pre-orders. It is the responsibility of the purchaser to ensure that the mailing address is correct on the invoice prior to submitting payment. Amendments to billing information must be sent via email to kyle@ovrtrains.comkyle@ovrtrains.com>  as we ensure same day shipping. 

Payment Methods

Payment Methods: All sales calculated in CAD $

In-store: Cash, Debit and all major credit cards are available at point of sales

Online/prepaid pick up order: OVR uses Paypal for our online secure vendor to charge payments. Customers do not have to have an account to use our Paypal system and are not responsible for processing fees. We also accept E-transfers (payable to info@ovrtrains.com), Money Orders and certified checks addressed to Otter Valley Railroad.

Return and Refund Policy

While at OVR we strive for customer satisfaction, we understand sometimes things do not always work out. You may choose to send back your items at your own cost to the store within 10 days of purchase. Electronic items IE: Decoders, Speakers, electric turnouts/ switch machines, motherboards, DC and DCC systems are non-refundable. All electronics come with a manufactures warranty and it’s the responsibility of the consumer to contact the product manufacturer to warranty defective electronics.

All returns must be in original packaging and be in pristine condition. This means locomotives cannot be programmed or run. If you are seeking a return due to flaw or defect, we ask that you start the manufacture warranty before reaching out to OVR. This helps us escalate your warranty claim and get your item fixed or refunded faster. Returns may be subjected to a 20% restocking fee upon return.

Special and custom ordered products are not eligible for returns.

All returns must have an RT number on the outside of the box. This is provided to customers from OVR staff. Some customers may be provided with a PR number for complimentary shipping through Canada Post. OVR will provide number on a case-to-case basis and is subject to the owners discretion.

Please contact us immediately if your parcel is missing items or appears to have been damaged the shipping process.

Otter Valley Railroad does not accept returns after 30 days of purchase.

Shopping on our Website

Shopping on our website is safe and secure. Payment is made Paypal. This technology safeguards your personal information and guarantees your privacy. The same technology is used today by the largest web merchants and on the most successful shopping portals on the internet. We do not store credit card numbers in our database and we do not reveal any credit card information when confirming your order. The email messages between the Otter Valley RR website and our customers is used to confirm orders and to notify customers about the status of the order process These email messages will never contain your credit card information. Regarding PayPal policies, please review their policies before finalizing order.