Welcome to Model Train Store, your premier destination for quality model railway products. We’re fellow enthusiasts committed to making your shopping experience smooth and enjoyable. Below you’ll find all the details about our shipping and returns processes.

Shipping Information

Order Processing

We typically process orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods

We offer two shipping options to meet your needs:

  • Standard Shipping ($12.95) – via DHL or FedEx with delivery in 10-15 business days after dispatch
  • Free Shipping (orders over $50) – via EMS with delivery in 15-25 business days after dispatch

Note for International Customers: We ship worldwide except to certain Asian countries and remote regions. International shipments may be subject to customs fees, which are the customer’s responsibility.

Returns & Exchanges

We want you to be completely satisfied with your purchase. If you need to return or exchange an item, please review our policy below.

Eligibility

Returns and exchanges are accepted within 15 days of receiving your order. To qualify:

  • Items must be unused and in original packaging
  • All original tags and accessories must be included
  • Proof of purchase (order number) is required

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Electrics and Switches (opened packages)
  • Point Motors (installed items)
  • N Figures and Animals (due to small part handling)
  • Any item not in original condition or damaged by customer use

How to Return an Item

Follow these simple steps:

  1. Contact Us: Email [email protected] with your order number and return details
  2. Wait for Approval: Our team will review your request and send return instructions within 24-48 hours
  3. Package Your Item: Securely pack the item in its original packaging with all accessories
  4. Ship the Item: Send to our warehouse at:
    Model Train Store Returns
    1663 White Oak Drive
    Kansas City, US 64108
  5. Track Your Return: Once received, we’ll process your refund or exchange within 3 business days

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Model Train Store Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number]. The details are as follows:

Product Name: [Product Name]
Reason for Return: [Brief Reason]
Preferred Resolution: [Refund/Exchange for Specific Item]

Please advise on next steps. Thank you for your assistance.

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Information

  • Processing Time: Refunds are typically processed within 3-5 business days after we receive your return
  • Refund Method: Your refund will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Bank Processing: Allow 5-10 business days for the refund to appear in your account after approval
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the return is due to our error

Exchanges

  • For exchanges of equal value, we’ll ship the replacement once your return is received
  • For higher-value exchanges, please place a new order after receiving your refund

Damaged or Defective Items

If you receive a damaged or defective item (such as Hornby OO track with missing pieces or a malfunctioning N gauge locomotive), contact us immediately at [email protected] with photos of the issue. We’ll arrange for a replacement at no additional cost.

International Returns

For customers outside the US:

  • You’re responsible for return shipping costs and any customs fees
  • We recommend using a trackable shipping service
  • Refunds will be issued in USD and may be subject to currency fluctuations

Have questions about our policy or your specific situation? Our friendly customer service team is here to help! Email us at [email protected].

Happy modeling,
The Model Train Store Team