Welcome to Model Train Store’s FAQ section! We’ve compiled answers to the most common questions about our products, shipping, payments, and more. If you don’t find what you’re looking for, our friendly crew is always ready to help at [email protected].

About Our Store

What kind of products does Model Train Store specialize in?
We specialize in premium model railway supplies for enthusiasts worldwide. Our product range includes:
  • Controllers, decoders, and electrical components
  • Switches and point motors
  • Hornby OO gauge track and accessories
  • N scale and OO scale buildings, kits, and scenery details
  • N gauge locomotives, trains, coaches, and wagons
  • Lineside accessories and figures
We carry top brands like Hornby and Graham Farish to help you build your dream layout.
Where is Model Train Store located?
Our warehouse and headquarters are located at:
1663 White Oak Drive, Kansas City, US 64108
We ship worldwide (excluding some remote Asian regions) from this location.

Product Questions

Do you carry both N scale and OO scale products?
Yes! We proudly offer extensive selections for both N scale (1:148-1:160) and OO scale (1:76) modelers. Our inventory includes:
  • Track systems for both scales
  • Buildings and scenery kits
  • Locomotives, coaches, and wagons
  • Figures and lineside accessories
We understand the unique needs of modelers working with different scales and prototypes.
How do I know if a product is compatible with my existing layout?
All product listings clearly indicate scale (N or OO) and compatibility information. For technical questions about specific items, our team of model rail experts can provide guidance – just email us at [email protected] with details about your layout and the products you’re considering.

Shipping & Delivery

What shipping options do you offer?
We offer two shipping methods to suit different needs:
Standard Express Shipping ($12.95)
• Carriers: DHL or FedEx
• Delivery Time: 10-15 days after dispatch
• Includes full tracking and signature-required delivery
Free Standard Shipping
• Carrier: EMS
• Delivery Time: 15-25 days after dispatch
• Minimum Order: $50 to qualify
All shipments include protective packaging to ensure your models arrive in perfect condition.
How long does order processing take?
Our Kansas City warehouse team carefully processes each order in 1-2 business days. This includes:
  • Careful picking and packing of items
  • Special attention to fragile components
  • Final quality check by our model rail experts
You’ll receive a dispatch notification with tracking information once your package leaves our facility.
Do you ship internationally?
Yes! We ship worldwide from our US headquarters (excluding some remote Asian regions). We complete all necessary customs documentation for international shipments of Hornby, Graham Farish, and other premium brands. Our team understands the unique needs of model railroaders across different continents, whether you need OO gauge track for your British layout or N scale accessories for your Japanese prototype.

Payments & Orders

What payment methods do you accept?
We accept all major credit cards and secure payment methods:
  • Visa
  • MasterCard
  • JCB
  • PayPal
All transactions are processed securely to protect your information.
Can I modify or cancel my order after placing it?
We process orders quickly to get your model railway supplies to you as soon as possible. If you need to modify or cancel an order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t entered the packing process.

Returns & Exchanges

What is your return policy?
Your satisfaction is guaranteed. Our return policy includes:
  • 15-day return window from delivery date
  • Original packaging required for locomotives and delicate items
  • Return shipping costs may apply (see our full Returns Policy)
If any item doesn’t meet your expectations, please contact us to initiate a return.
What if my order arrives damaged?
We take great care in packaging your order, but if any damage occurs during transit:
  1. Contact us immediately at [email protected] with your order number and photos of the damaged items
  2. Do not discard any original packaging
  3. We’ll arrange for a replacement or refund as appropriate
“We treat every package like it contains our own prized model collection – because we know it might be yours.”

Additional Support

I have a question that’s not answered here. How can I get help?
Our knowledgeable crew is always happy to assist fellow model railroad enthusiasts! You can reach us at:
Email: [email protected]
We typically respond within 24 hours during business days.
Whether you need advice on products for your layout or help with an order, we’re here to help you build your dream model railroad.

Ready to build your dream layout? Browse our rails today and experience international model rail shopping done right.