Shipping & Returns
Shipping Policy
1.) How do you calculate the cost of shipping?
Shipping is automatically calculated for all shipments and displayed to you at checkout. We use the weight and dimensions of the package to determine the shipping cost.
2.) How long before my order ships?
Our orders usually ship from our warehouse in 1 to 2 business days. Some items marked "Usually ships within 3 to 5 business days" will take longer to ship out.
3.) What are my shipping choices?
For US customers we offer standard ground options (2-5 day transit time). Hold & Consolidate (H&C): This option allows both international and domestic customers to combine multiple purchases into one shipment at a later date. Ideal for customers who are not in immediate need of their items and prefer to save on shipping costs. SmartSaver: An economical shipping option for customers within the contiguous US with a transit time of 10-14 business days, providing a balance between cost and speed.
4.) Can I select my shipping carrier of choice for an order?
For standard and economy shipping options, ModelTrainStuff selects the most suitable carrier to ensure efficient delivery. If you choose an expedited shipping option, you will have the opportunity to select your preferred carrier at checkout, allowing for more personalized service.
5.) Can you combine, modify or add items to my order?
Once an order is placed, we cannot modify or add items. However, you can use our Hold & Consolidate service to combine multiple orders into a single shipment. Review your shopping cart before finalizing your order and if you notice a mistake, please call our customer service at 1.828.341.2295 to cancel and replace it with the correct order.
6.) Can you hold my order to ship at a later date?
Yes, our Hold & Consolidate (H&C) service allows us to hold your orders. For domestic customers within the contiguous 48 states, we can hold your items for up to 90 days, and for international customers or those outside the contiguous 48, up to 6 months.
7.) Do your orders require a signature for delivery?
We require a signature for delivery for all orders over $750. If your order is under $750 and will still like to require a signature at the time of delivery, please include a note in the "Order Notes" section of checkout stating, "Signature Required".
8.) Import Duty, GST/VAT & Other Charges
Our shipping quotes for international shipments do not include Import Duty, GST/VAT or other carrier fees for shipments outside the of the USA and you may need to pay for these additional charges at the time of delivery.
9.) Can you ship aerosols or other flammable product overseas?
We do not ship any aerosols or flammable products overseas. If you order these products to be shipped overseas, a member of our Customer Service Team will contact you to credit you for the items.
Return & Exchange Policy
You have 30 days from the date of purchase to return or exchange an item(s). For items purchased under the Hold & Consolidate service, refunds can be issued to the original payment method within 30 days of purchase. After this period, refunds are provided as store credit only. Items purchased more than 30 days past the original date of purchase must be returned to the manufacturer.
All items being returned for exchange and / or refund MUST be returned in the same new condition which they were shipped to you including the original packaging and all included instructions, manuals, etc.
Items being returned must be in a sturdy shipping box to avoid damage. Please do not return items in mailing or shipping envelopes. If an item is sent in an envelope and arrives in a damaged condition no refund or exchange will be issued.
Any item(s) that have been modified in any way, but not limited to, changes in appearance, (weathering, decals, painting), additional and/or removed or replaced parts, will not be accepted and will be returned to the customer with no refunds, credits or exchanges given.
Please include a note with your return explaining in detail why you are returning the item(s). If an item is defective please describe the issue in detail. If an item is damaged please specify the type of damage and where it is located on the item(s).
Please include a note with your order number or a copy of your receipt or packing slip with your return.
All book, magazine, calendar, DVD and Blu-ray sales are final.
In addition, the following products and manufacturers are not covered by our return and exchange policy and must be returned to the manufacturer for replacement:
- American Z Line
- MTH
- Digitrax
- Wheels of Time
- Twin Whistle
- All DC / Sound / DCC Decoders & Accessories with the exception of ESU Loksound products
- Opened ERC (Electric Railroad Company) Upgrade Kits and circuit boards and MTH Electronic Proto-Sound 2 Upgrade kits and Electrification Kits
You can begin the return process and generate a return label by using the procedures outlined below:
United States Customers:
To start the return process please contact us.
A member of our Customer Service Team may contact you with any additional questions as needed to process your return, if you specified "Exchange" as a return reason to accommodate that request. Any refunds issued should process in about 2-3 business days.
International Customers:
Please contact our Customer Service Team or call 1.828.341.2295 to begin the return process.
If our Customer Service Team asks you to return products back to our store, please use the most economical mail service available in your country. We will not reimburse return shipping costs for returns shipped using express or expedited shipping options.