Q: Why are so many items out of stock so often?
A: Simple, the demand for the products we make are off the charts. We cannot keep up with the production of items because they sell out soon after they are produced and released. If you are on the waiting list for an item and you get an email notifying you that the item is back in stock, place your order within a few minutes because that item may sell out fast and you will have to wait until we produce that item again, which may be weeks sometimes months. The key to getting your hands on high demand items is to watch the "What's in Production" page announcements on when a particular item is going to be released. IF you have signed up on the wait list for that item an email will be sent to you that the item is back in stock and you can now order that item. (Keep in mind we are CST Central Standard Time). Putting an item on the "Waiting List" is NOT a guarantee you will reserve that item when "back in stock" notifications get emailed out. Accumulate those orders as they get released if you are gift giving.
Q: I have been sent an email that says an item is back in stock, but when I click on the item it still says "out of stock"?
A: You sometimes have to "Clear your browser History" on your computer in order to populate new information sent to your computer from servers around the country. A better workaround is go to the SEARCH BAR and type in the item, that will bring up the new updated info that will probably not already be in your computer's stored memory and should then say "in stock". You can also try clearing your computer's cache memory. Also make sure you are clicking on the item to bring up the detail page on that product to add it to your cart.
Don't send us a nasty email like some people do, be nice about it and we will help you, this is not our fault, blame the automated world! "There is no crying in wooden trains".
Q: I know I have signed up on the wait list for a item, but when I log into my account, the wait list item does not show up on my account, why?
A: You CAN sign up for items on the wait list anytime, BUT if you want to see them listed on YOUR accounts' wait list, you have to have 1. created an account, 2. be logged in, 3. THEN add the items to your wait list. If you signed up for an item and did not log in first we still have your wait list sign up information, it just means you can't view it on your account because you didn't do 1. 2. and 3. IF you sign up for an item without logging in, you can't go back and view that item on your account. You will have to call us to delete it off of our list, THEN log in and re-sign that item up on your wait list. Then you will be able to view the item on your account. Some advise: If you are doing anything personal on this site, log into your account first that way YOU can view it ON your account.
Q: Wish List vs Wait List, what is the difference?
A: The "Wish List" is all about you and your family. We do not keep track of what is on your accounts' wish list. The wish list that is on your account is a list of items you have added that you are wishing for. We do not see this list, it is only for you. Example: Use it as a Santa Claus list, add items to it, delete them when you receive them.
The "Wait List" on the other hand is a list you also add items to that you are waiting for. We see this list and all items on it that customers are waiting for to be produced. We use this list so we know the demand for a particular item. Then use those numbers to produce the quantity of that item when they are put into production. To use this feature on our website, first create an account, second be logged into your account, then add items to your waiting list by clicking the green button on that item, signing up for those items that you want to be notified by email when they are back in stock and ready to purchase. Only sign up for items that you intend on purchasing when back in stock. Keep updated on the "What's in Production" page to see what's coming into production and when release dates are announced.
Q: Why do my wooden trains derail?
A: There are a number of reasons why wooden trains derail, and believe it or not, 90% of the time, it is not fault of the train cars.
- Wooden track works best on a flat, hard surface. Carpet can cause bumps in the track connections.
- Connecting different brands of track can also cause bumps in track connections due to differences in track height or the width of the grooves.
- Very long trains can add extra weight to the train causing the train to want to pull inwards when making a turn.
- Running your train too fast can cause derailments.
- While derailments can cause frustration, they also are an integral part of using wooden trains as a learning toy. Your child will learn more from mishaps than if everything always goes smoothly. = )
Q: What other brands is "Choo Choo Track" compatible with?
A: Thomas Wooden Railway, Brio, Imaginarium, Chuggington, Maxim Enterprise, Circo, Melissa & Doug, Nuchi, Ikea, Maple Landmark, Kidcraft, Bigjigs, Heros, Eichhorn, Hape, and many others.
Q: Does this website charge sales tax?
A: Since we are based in Missouri, only Missouri residents are charged sales tax. All other states, NO sales tax. For example, many states residents will now pay sales tax if they purchase something on large websites. NOT HERE, not yet. SAVE MONEY shopping here instead of those large websites.
Q: When I put items in my cart that are in stock and want to increase the quantity, why won't the cart allow me?
A: All the items on the website are controlled by an inventory system. If you enter a number in the quantity higher than the inventory on hand for that item, the cart will not allow you to order something we don't have or you will be upset that we can't ship it to you. Sometimes, I repeat sometimes the inventory count is a little off, if the quantity is really important to you, give us a call, we may be able to help you.
Q: Is my personal information secure on this website?
A: Yes! Look at the website URL at the top, and notice before the URL a couple lines with circles, click on that, if it has a little "padlock" icon displayed then all your personal information that you enter on this site is secure. Be cautious of websites that do not have the "padlock" icon. We purchase a security certificate each year so that your personal info is safe. And we do not share ANY info with ANYONE!
Q: If I add items to my cart, will your system reserve them for when I'm ready to check out?
A: No. For example, lets says you put an item in your cart that is the last of that item in inventory, and you don't check out until later. Then someone else comes along and puts that same item in their cart and checks out before you do. When you go and check out, that item will now say "out of stock". Hint: If you really want an item, don't wait, that's how fast items sell.
Q: Do you make your products after an order is placed and then ship it out when its done?
A: NO! We don't hang on to your money for weeks like another company we know. What you see in inventory is what we currently have on hand. When you place your order, it gets packed up within minutes and 99.9% of the time a label is printed that evening, and it ships out the next day.
Q: Do you make one of a kind custom products or promotional products?
A: We wish we could, but we are not set up for that kind of production, sorry. This also includes no sales of unpainted trains, again sorry. We also do NOT wholesale our products.
More to come as we think of them, or email with your own question and we will consider posting it here.
