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Frequently Asked QuestionsYou have important questions. We have the answers.

At Create City our customers come first. We want to be sure that your shopping experience is pleasant. That's why we've taken the time to compile a list of the most frequently asked questions. If you have a question that does not appear on this page, please click the email link. One of our representatives will respond. Email: CreatecityUSA@aol.com

 

 

Frequently Asked Questions about Create City

Happy FamilyCreate City's Frequently Asked Questions

What does Create City do to protect my privacy?

Your privacy is important to us. All aspects of your purchase with us (name, address, phone, credit card used, products ordered, etc.) are strickly confidential. We will never furnish this information to an outside person or company.

What is Create City's return policy?

"PERSONALIZED" items are custom-made for you and are not refundable. We guaranty your products to be as ordered. If we make a mistake, we will gladly correct the item(s) in a quick manner. Just contact us via phone, fax or email.

"UNPERSONALIZED" items can be returned within 14 days of purchase/invoice date, at customer's expense, for product price + any applicable sales tax. Items must be returned in resale condition along with your name, address, phone # and order # on mailing label.

MANUFACTURER'S DEFECTS - If you have an item that does not meet manufacturer's warranty, simply call us or send an email with your name, address, phone #, date of purchase and nature of defect. We will rectify the situation in a timely manner.

How long does it take for Create City to make a 'personalized' NameTrain?

Providing all the personalized information is given to us, your order will be completed and shipped within 2 business days.

How long does it take for Create City to make a 'personalized' book?

Providing all the personalized information is given to us, your order will be completed and shipped within 2 business days.

Can I make up a book for 2 children to be the stars of the story?

No. The personalized books are copyrighted to feature one child as the Star of the Story. Most books allow 2-3 other children's names to be included within the content. If you have two children, you will need two books. The only exception to this is our Create-A-Book for Baby designed for twins.

Will Create City contact me if I forget a 'personalized' item for my purchase?

Absolutely! We want your item to be perfect. You will receive an email request or a phone call asking for the missing information.

How do you calculate shipping & handling charge?


Glad you asked. We try hard to obtain the best carriers for your items.
For the lighter items, i.e. 1-3 lbs, we use ship via the U.S. postal system.
For the heavier items, over 3 lbs, we use UPS-ground.
Please keep in mind that plush toys will be cheaper to ship than wooden toys and trains. Some of the train sets and child's room items weigh 15 pounds or more.

Do you discount shipping for multiple item purchases?


Yes, we calculate the shipping charge based on weight-oriented calculations.

Do you offer insurance on my purchase?


Our customers do not have to pay for insurance on their purchase with Create City.
All orders are insured by us up to the purchase price.

How long does it take for Create City to make a 'personalized' NameTrain?

Providing all the personalized information is given to us, your order will be completed and shipped within 2 business days.

Do all of your trains and accessories fit Brio and Thomas?

Most all of our trains and accessories are made to a scale to fit Brio, Thomas, Maple Landmark, Maxim and other popular brands. There are a few known pieces that do not work together. An example- the Maxim Roundhouse we carry comes with the 5-way track. This roundhouse does not connect directly to a Brio or Thomas turntable.

Will my train set come with layout instructions?


Yes, every train set comes with specific layout instructions.

Do you have train layouts for customers?

Every train SET comes with its own layout instructions. Keep in mind that you can design your own layout. Create City will be adding train layouts to this website at a later date.

Do you offer discounts to gift shops and daycare centers?

Yes. Simply contact us with item(s) you're interested in and the quantities.
There is a minimum $250 order, not counting shipping.

What are your business hours?


We are an online store -- open 24 hours a day, 7 days a week -- however phone lines are open between 8:00 a.m. - 8 p.m. EST.

What methods of payment do you accept?

Visa, Mastercard, Discover, American Express, personal check, bank/cashier's check and Paypal. If using Paypal, please send your total to createcityUSA@aol.com.

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Create City Personalized Books, Trains, Toys and Gifts

Create City
Worcester, MA 01606
Email: CreatecityUSA@aol.com

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