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Shipping policy

Shipping Policy

1.) How do you calculate the cost of shipping?

Shipping is automatically calculated and displayed at checkout using the weight and dimensions of the package and your destination.

2.) How long before my order ships?

Most orders ship from our warehouse within 1–2 business days. Items marked “Usually ships within 3 to 5 business days” may take longer to ship.

3.) What are my shipping choices?

For US customers we offer standard ground options (2–5 business days).
Hold & Consolidate (H&C): Combine multiple purchases into one shipment at a later date to save on shipping costs.
SmartSaver: An economical option within the contiguous US with an estimated transit of 10–14 business days.

4.) Can I select my shipping carrier of choice for an order?

For standard and economy options, ModelTrainStuff selects the most suitable carrier. If you choose an expedited option, you may select your preferred carrier at checkout.

5.) Can you combine, modify or add items to my order?

We can’t modify or add items once an order is placed. You can use Hold & Consolidate to combine multiple orders into one shipment. If you spot a mistake, call customer service at 1.828.341.2295 to cancel and place a new order.

6.) Can you hold my order to ship at a later date?

Yes. With H&C, we can hold items up to 90 days for domestic customers within the contiguous 48 states, and up to 6 months for international customers or those outside the contiguous 48.

7.) Do your orders require a signature for delivery?

We require a signature on delivery for all orders over $750. For orders under $750, add “Signature Required” in Order Notes at checkout if you’d like this service.

8.) Import Duty, GST/VAT & Other Charges

International shipping quotes do not include import duty, GST/VAT, or carrier fees outside the USA. These may be due at delivery.

9.) Can you ship aerosols or other flammable products overseas?

No. We do not ship aerosols or flammable products overseas. If such items are ordered for international delivery, our Customer Service Team will contact you to credit those items.

Return & Exchange Policy

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.