modeltrainstuff.com return & exchange policy 1.) You have 30 days to return or exchange an item. 2.) You have 15 days to return an item. Returned items are subject to a 18% restocking fee. ( the restocking fee includes a 3% chargeback fee) 3.) Orders that are canceled before being shipped are subject to a 3% chargeback fee. 4.) Shipping and handling charges will only be refunded if incorrect merchandise is shipped or if the merchandise is defective. 5.) All book, magazine, VHS and DVD sales are final. Defective VHS & DVD products must be returned to the manufacturer for replacement. 6.) Defective Digital Command Control (DCC) products must be returned to the manufacturer for replacement. 7.) Defective Kato products must be returned to Kato USA for replacement. 8.) All returns and exchanges must receive the approval of a customer service representative before they will be accepted. The representative will assign you an RMA number that is tied to your modeltrainstuff.com order number. Contact information for our support department is located on our Contact Us page. Reimbursement for returns will be in the form of a credit to the credit card used to place the order. Customers may instead request a store credit be issued. A customer requesting store credit will have the 3% chargeback fee waived. Modeltrainstuff.com reserves the right to deny any customer store credit at our sole discretion. Any product returned to us as defective, damaged, parts missing, etc. must have documentation attached explaining the defect(s). You must also include a copy of the invoice with the item. The return must also include the original box and packing. Products that are defective, damaged or have missing parts must be verified by an customer service representative before a card credit or store credit is given. 9.) Any product damaged as a result of shipping requires the notification of our shipping department. They will provide instruction on how the product(s) are to be shipped back. Please retain the damaged shipping box and all contents for the claims agent. Claims for damages will be handled by the shipping department. Upon processing and receiving the reimbursement for the claim, we will reimburse you for the damaged product(s). United States Customers: Customers requesting a return or exchange will be sent an email containing a printable UPS return label. Please follow the instructions in the email to print the label. Please drop it off at your nearest UPS location at your convenience. Customers who have daily UPS pickup at their workplace can also give the package to the UPS driver. Accommodations will be made for customers that do not have email access. Please remember to insert a copy of the invoice into the return package with a note explaining the reason for the return. International Customers: International customers should use the mail services available in their country of origin. Please remember to insert a copy of the invoice into the return package with a note explaining the reason for the return.