Last Updated: [Insert Date]

At Model Trains Shop, we take as much care in packaging your HO scale treasures as we do in selecting them. However, we understand that sometimes a return or exchange may be necessary. Our policy is designed to be as straightforward as assembling Bachmann EZ Track.

Our Return Promise

We accept returns within 15 days of delivery for most HO scale products, provided they are in original condition with all packaging intact – just like we shipped them to you. Your satisfaction matters as much as the precision of our HO scale couplers.

Important Exceptions

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

  • Opened detail parts kits (HO Scale Detail Parts)
  • Custom-ordered track sections (HO Scale Code 100/70/83)
  • Digital download products

Return Process

Returning your HO scale items is as easy as coupling railcars:

  1. Contact Us within 15 days of delivery at [email protected] with your order number and reason for return
  2. Receive Authorization – We’ll email you a Return Merchandise Authorization (RMA) number and instructions
  3. Package Securely – Use original packaging if possible, just like we protect our HO scale locomotives
  4. Ship to Us – Send to: Model Trains Shop Returns, 3437 Sommerville Dr, Montgomery, US 36111
  5. Wait for Processing – We’ll inspect upon arrival and process your refund within 3 business days

Exchange Process

Need a different HO scale boxcar or coupler? Follow the return process above, and include a note specifying the replacement item you’d prefer from our collection.

Refund Information

Your refund will be processed with the same attention to detail we apply to our HO scale bridges:

  • Timing: 3-5 business days after we receive and inspect your return
  • Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Deductions: Original shipping costs are non-refundable unless the return is due to our error

Return Shipping

You’re responsible for return shipping costs unless the return results from our mistake. We recommend using a trackable shipping service (like the DHL or FedEx options we use for deliveries) to ensure your HO scale treasures return safely.

International Returns

For customers outside the U.S. (excluding some Asian and remote regions):

  • Mark the package “RETURNED GOODS” to avoid customs charges
  • Include all original paperwork
  • Allow extra time for international transit

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Email to: [email protected]

Dear Model Trains Shop Team,

I would like to request a return for my recent order (#[Your Order Number]) purchased on [Purchase Date].

Item(s) to return:
[Product Name(s) and SKU if available]

Reason for return:
[Please specify: wrong item received, damaged, changed mind, etc.]

Preferred resolution:
[Refund / Exchange for (specific product if known)]

Please send the RMA number and return instructions at your earliest convenience.

Thank you,
[Your Full Name]
[Your Contact Information]

Damaged or Incorrect Items

If your HO scale diesel locomotive or other product arrives damaged or incorrect, contact us immediately at [email protected] with photos of the issue. We’ll arrange a replacement or refund faster than an express freight train!

Questions?

Our team of model railroading enthusiasts is happy to help with any return questions. Contact us at:

Thank you for choosing Model Trains Shop – where your satisfaction is as important as the precision of our HO scale products!