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Your Privacy Choices

As described in our Privacy Policy, we collect personal information from your interactions with us and our website, including through cookies and similar technologies. We may also share this personal information with third parties, including advertising partners. We do this in order to show you ads on other websites that are more relevant to your interests and for other reasons outlined in our privacy policy.

Sharing of personal information for targeted advertising based on your interaction on different websites may be considered "sales", "sharing", or "targeted advertising" under certain U.S. state privacy laws. Depending on where you live, you may have the right to opt out of these activities. If you would like to exercise this opt-out right, please follow the instructions below.

If you visit our website with the Global Privacy Control opt-out preference signal enabled, depending on where you are, we will treat this as a request to opt-out of activity that may be considered a “sale” or “sharing” of personal information or other uses that may be considered targeted advertising for the device and browser you used to visit our website.

Effective October 1, 2025

You have 30 days from the date of purchase to request a return or exchange. For orders using Hold & Consolidate (H&C), refunds can be issued to the original payment method within 30 days of purchase; after 30 days, refunds are provided as store credit when eligible.

All items must be returned in the same new condition in which they were shipped, including the original packaging and all instructions, manuals, and accessories. Use a sturdy shipping box with proper cushioning. Do not return items in mailing envelopes; items received damaged due to insufficient packaging may not be eligible for refund or exchange.

Items modified in any way (for example: weathering, decals, paint, added/removed parts) are not eligible for return and will be sent back without refund, credit, or exchange.

Restocking Fees & Return Shipping (New)

  •  Defective or Wrong Item Shipped (Our Error): No restocking fee. We cover return shipping.
  •  Ordering Mistakes (wrong scale, color, size, duplicate order):  Store Credit: 10% restocking fee; Customer Pays For Return Shipping Refund to Original Payment: 15% restocking fee; Customer Pays For Return Shipping.
  •  Loose Track, Components, O Scale, and Special Orders: 15% restocking fee; Customer Pays For Return Shipping whether you choose store credit or refund.

Non-Returnable Items

All book, magazine, calendar, DVD, and Blu-ray sales are final. Gift cards and digital/downloadable products are not returnable.

Brands/Products Requiring Manufacturer Handling

The following are not covered by our in-house return/exchange policy and must be handled directly with the manufacturer for replacement/warranty service:

  • American Z Line
  • MTH
  • Digitrax
  • Wheels of Time
  • Twin Whistle
  • All DC / Sound / DCC Decoders & Accessories (except ESU LokSound products)
  • Opened ERC (Electric Railroad Company) upgrade kits and circuit boards, and MTH Proto-Sound 2 upgrade/electrification kits

How to Start a Return

United States customers: please contact us to begin the return process. International customers: contact our Customer Service Team or call 1.828.341.2295.

Include your order number and a brief note describing the reason for return (for defects, describe the issue; for damage, note the type and location).

If we ask you to return products to our store, please use the most economical tracked mail service available in your country. We will not reimburse return shipping costs for returns sent using express or expedited options.

Refunds & Processing Time

We’ll notify you when your return is received and inspected. Approved refunds or store credits are typically issued within 7–10 business days. Your bank or card issuer may require additional time to post funds.

After 30 Days

Orders more than 30 days past the original purchase date generally qualify for store credit only when eligible. Some brands require warranty service directly through the manufacturer; we’ll help you with contact details where applicable.