FAQ

Question: How do I bid?
Answer: Once you’ve registered with onlinetrainuactions.com , you will be assigned a bidder number and a password. Within each auction announcement listed on our home page, you will see a link that says: Click here to bid online now. Once you’ve clicked on the link you will see the items within the auction, to the far right of each auction, there will be two data entry boxes. The one to the left is where you enter your bid amount. The box to the right is where you enter your max bid. Max bid is generally when you KNOW your limit to what you will pay for the item & don’t have the time to keep visiting the site to increase your bids if needed. Your max bid may also be outbid. You will receive email notifications of the status of your bids.

*Note: Any bids made in the last few minutes of the auction will cause the auction to be extended for up to four minutes longer to prevent bid sniping and to give everyone a fair chance at bidding.

Questions: What if I submitted the registration form but didn’t get a confirmation email?
Answer: If you didn’t get your confirmation email, you will need to request it again here. You should receive your confirmation email within 24 hours. Remember: Your confirmation email will only be sent to the email address you registered with.

If you don’t receive the confirmation notice again within 24 hours, please contact your provider about possible email difficulties.

Question: How do I change my User Profile?
Answer: You can change your User Profile by clicking here.

Question: How do I update my address, phone number, etc has changed?
Answer: Update your Personal Information here.

Question: Should I register again if all I want to do is change my email address?
Answer: You should not have to register again. To change your email address only, click here.

Question: How does the auction bidding work?
Answer: When you find an item you’d like to bid on, there are two options. Depending on your availability to update your bids. 1. You can enter the minimum bid amount which will be displayed in the area to left of the bid entry boxes under the column title “next bid required”. All of our auctions start at $5.00, but the increments increase as the highest bid increases. If you have a fixed amount you’d like to submit, you can enter your bid in the box to the right which is for “max bids”. Other bidders can’t see your max bid amount and will be automatically outbid by you until they’ve outbid YOUR max bid. Any bids made in the last few minutes of the auction will cause the auction to be extended.

Question: What is extended bidding?
Answer: Time may be extended for certain auctions that receive multiple bids near their end time.

Question: What happens once the auction is over?
Answer: At the end of each auction, the credit card you provided for purchases will automatically be charged (bidding premiums, sales taxes, etc.) and you will be sent an invoice/receipt detailing your purchases and total as “paid in full”. On the invoice, you will see the address and times set for pick-ups. It is not necessary for you to bring your invoice to the auction house for pick-ups. We will have a copy on hand. The invoice mailed to you is your receipt.

*Note: If your card is declined when our system charges your card at the end of an auction, your bidding privileges will be suspended until a valid credit card is on file.

Question: I bid on an item and I thought I won because I didn’t receive an email that I was outbid. What happened?
Answer: This issue is almost always caused by an invalid email address entered into your profile. To check/update your email address, sign into your bidder profile and make any necessary changes. The other reason this may be happening is because your emails from us are going directly to your spam folder. Check your spam folder and add OnlineTrainAuctions.com as an approved sender.

Question: Will there be someone there to help me carry heavy items and load them into my car?
Answer: We do not offer assistance with carrying items to your car or help loading them. We will bring all items to the entrance of the warehouse where they can be carried out. If a staff member is needed to help, please be sure to ask during pick-up days.

Question: Can I have my items shipped for me?
Answer: Yes. We do offer clients very affordable shipping for all of their orders.

Question: What countries do you ship to?
Answer: We ship to the following destinations domestically and internationally: North America: Continental US (excluding Hawaii, Alaska, APO/FPO, and US Protectorates), Canada, Mexico, Asia and Australia: Australia, Bangladesh, China, Hong Kong, India, Japan, Korea, Malaysia, New Zealand, Pakistan, Singapore, Sri Lanka, Taiwan, Thailand, Europe: Belgium, France, Germany, Ireland, Italy, Luxembourg, Monaco, Netherlands, UK

*Note: INTERNATIONAL BIDDERS Before checking out please notify our office so that we can notify you of the correct total.

Question: Do you combine shipping if I win multiple items?
Answer: Yes. We do offer combined shipping. Unlike the other massive on-line auction services we do not charge our clients anything other than the United States Postal Services flat rate shipping fees. Once you have completed your auction, please send us an email regarding your purchases. We will send you a combined shipping quotation.

Question: What happens if I can’t pick up my items?
Answer: If you are unable to pick up your items on either of the scheduled pick-up days, arrangements can be made (BY APPOINTMENT ONLY) to pick up your items on the following pick-up days ONLY. You must call us at (859) 360-0531 or email us at service@aergroup.net to schedule your appointment before the scheduled pick-up days that you were unable to attend have ended. Items left behind without any arrangements made before the end of the pick-up period will be considered abandoned and either relisted in our next auction or sold otherwise.

Question: When and where do I pick up my items?
Answer: All auction pickup information will be on our website under the auction that you’re bidding on. Simply click on the details link. You will also see pick-up dates, times and location on the invoice that is emailed to you at the end of the auction.

Question: What is your return policy?
Answer: You may return any item that you are not happy with for any reason within 14 days of the receipt of the item, in the same condition you received it in. We will be happy to either replace or repair your item, if applicable, or issue you a refund. You must Submit a Return Ticket to arrange the return.

If you are returning the item due to some fault of ours, we will refund your purchase price, our original shipping charges, and your return shipping charges. If you are returning the unopened item for some other reason or requesting to cancel the order, we will refund your purchase price minus a 10% restock fee and any refused shipment charges. All returned items are inspected by our Returns Department before beginning repair work or issuing a refund. Your refund will be issued within 3-5 business days after we receive the item.

Question: My package is damaged, what do I do now?
Answer: We have a very good track record of packages arriving safely, but we do realize things work. Please contact us and we will arrange for you to return the item to us and arrange to have the item replaced or issue you a refund.

Question: Does your company buy trains as well as auctioning?
Answer: We are always looking for collections. If you have an inventory sheet, please forward your information to us so we can take a look at what you have. We specialize in HO, S and O gauge trains from all eras, but will consider others. What we need is the manufacturer and model number and the overall condition of your collection. For older trains we also need the condition and whether or not you have the original box. For less expensive trains, like HO, all we need is a count of freight cars, passenger cars, and an itemized list of your locomotives. If you have Microsoft Excel, we can provide an inventory form to help you with this. Please contact us so we can send you a form.

We are, of course, happy to receive your inventory list, handwritten or typed, any way that is easiest for you. You can get it to us by email – service@aergroup.net, Fax (859-360-0531), or by mail at 319 Linden Street, Ludlow Kentucky 41016 or phone (859-577-5007). If you have any questions or need clarifications on anything, please do not hesitate to call or send us an email.


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