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In response to your questions. First I would like to respond to gentlemen insinuating your refunds have gone into racing. Please note that we haven’t run a race since back in 2005 and when we did, it was a family funded hobby. Internet Trains didn’t pay the bills but why not give them the exposure, that’s just marketing. Second, to the person wondering why I haven’t posted my email address. You can email directly form my post on the forum, but for those of you who would like to email me directly, my email address is steve@internettrains.com. For the person(s) inquiry about us charging orders before shipping. Not all orders were charged before shipping. This has to do with our order processing system being integrated with our shopping cart. If items showed in stock (available in our warehouse) the order was flagged complete and charged. But obviously this has not always been the case as a lot of you are aware. We are in the process of a major update/upgrade in our back end software that should eliminate this problem. As far as trying to rip anybody off that is simply not true. We have and will credit anybody that has not received there order. If we were intentionally ripping people off our credit card processor would have shut us down years ago. International orders. Should we ship out of the US or not? Many online retailers do not ship out of the US, including many model railroad companies due to the fact that it is expensive, orders get lost, and it can take months to get a package. Overall we have had good success shipping overseas, but problems do arise. An air mail package can take 90 days, not the norm, but it happens. The Postal Services are also notorious for losing International packages or never getting them to there destination. There are two options that we have weighed heavy on changing. 1.) Not shipping out of the US. 2.) Option two would be only shipping by UPS. UPS is fast, trackable online and easily insured to most countries. The drawback to UPS International shipments is it is very expensive. It can be 4 to 8 times more expensive than Air Mail. For now though, we are still offering Air Mail as an option to our International customers. Just know that if you order and have it shipped by Air Mail, your package can be delayed for weeks and weeks. Addressing what available means. Each item on our website will show one of four availability tags. Available, Out of Stock, Pre-Order, Discontinued. Available means either we have it in stock on our shelve or one of our distributors has it in their inventory based on there latest database which we acquire from them twice a week or more. Yes, we do carry a large inventory, but not every item on our website is on our shelves. If your ever in the Southern California area and want to stop by, I will personally give you a tour of our warehouse and offices and you can see for yourself what we have in stock and meet the people that process your orders. Just email me in advance. Answering phone calls and your emails. We have hired more customer service reps to handle our email volume which is now being answered in a much timelier manner. We have aloes added more telephone reps to alleviate the phone issues. I hope I haven’t missed anything or anyone’s issue. Like I have said before, we are aware of the issues and our addressing them. Will they all be fixed overnight, no they won’t. But they will be fixed. We’ve been doing this for over eight years and we have met and conquered many challenges like any fast growing business. You have my word that we’re not here to rip anybody off. We’re modelers just like you and we do understand your frustrations that we have brought upon some of you. And for that, we are all working hard to make it right. Thank you for your time, Steve Guccione President Internet Trains, Inc.
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