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 2 to 3 business days.
3.) What are my shipping choices?
For US customers we offer standard shipping (2-5 day transit time) as well as expedited 2-day and next day options. Expedited orders placed after 1 PM Eastern will ship the next business day.
Please note: Due to COVID-19 we are not offering expedited shipping options at this time. We hope to re-enable these options soon!
For customers outside of the US we offer standard shipping (5-7 days transit via UPS) or economy shipping (2-4 weeks transit via USPS).
4.) Can I select my shipping carrier of choice for an order?
No, as of May 18th 2020, the shipping carrier chosen for orders shipped in the USA are at ModelTrainStuff's discretion.
5.) Can you combine, modify or add items to my order?
We are not able to combine, modify or add to orders after they have been placed. Prior to finalizing your order, review your shopping cart to assure you have ordered the correct scale, quantity, etc. If you notice a mistake on your order please call our customer service department at 1-888-872-4675 to cancel your order so you can replace it with a correct one.
6.) Can you hold my order to ship at a later date?
Yes! If you would like us to hold your order to ship on a later date, please include a note in the "Order Notes" section of checkout stating "Hold Shipment until (Specify Date)"
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 do NOT include Import Duty, GST/VAT or other carrier fees for shipments outside the of the USA. You may need to pay these charges at the time of delivery to your shipping address.
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 date of purchase, to return or exchange an item(s).
ALL book, magazine, DVD and Blu-ray sales are final.
Defective VHS, DVD & Blu-ray products must be returned to the manufacturer for replacement
Defective American Z Line products must be returned to the manufacturer for replacement.
- Defective MTH products must be returned to the manufacturer for replacement.
ALL Digitrax electronic items must be returned to the manufacturer for replacement.
- Defective Wheels of Time products must be returned to the manufacturer for replacement.
- Defective Twin Whistle products must be returned to the manufacturer for replacement.
DC / Sound / DCC Decoders & Accessories must be returned to the manufacturer for replacement (Exception: ESU Loksound products)
All ERC (Electric Railroad Company) Upgrade Kits and circuit boards and MTH Electronic Proto-Sound 2 Upgrade kits and Electrification Kits are not returnable once opened. Only manufacturer's warranties apply.
Any item(s) purchased more than 30 days past the original date of purchase must be returned to the manufacturer.
All returns and exchanges must receive the approval of a Customer Service Representative before they will be accepted. The representative will issue a Return Merchandise Authorization (RMA) number to you that is connected to your modeltrainstuff.com order number. To obtain an RMA number, please call 1-888-872-4675 or create a ticket on our support site (support.modeltrainstuff.com)
M.B. Klein will offer you a refund based on your original method of payment. Alternatively, you may request a store credit which will automatically be applied to your next online order. M.B. Klein / modeltrainstuff.com reserves the right to deny any customer store credit at our sole discretion, as well as, issuing a store credit versus a credit card refund.
All products returned must have documentation attached explaining the reason for return / exchange. The returned item(s) must also include the original box and packing materials and have the RMA number written on the outside of the shipping box. All items being returned for exchange and / or refund MUST be returned in the same new condition which they were shipped to the customer including the manufacturers packaging and all included instructions, manuals, etc. Any item(s) that have been modified in any way, such as, but not limited to, changes in appearance, (weathering, decals, painting), additional, removed or replaced parts, will not be accepted and neither credits nor exchanges will be given. All items returned for credit or exchange will be verified by a Customer Service Representative before a credit, store credit or exchange is processed. Do not ship returns / exchanges in the manufacturer's box alone. Please ship all returns / exchanges in a shipping box / carton. Replacements, exchanges and/or credits will be shipped / processed once we receive the returned item(s). Any items returned that have not received an approved RMA number will not be accepted and will be returned to the sender.
If any of the above procedures are not followed, the returned item(s) may be assessed a 15% restocking / service fee.
For any item(s) damaged during shipping, please contact our customer service department. They will provide further instructions. Please retain the damaged shipping box and all contents for the Claims Agent unless otherwise instructed by Customer Service.
Claims for damages will be handled by the Shipping Department Manager. Upon submission, processing and receiving the reimbursement for the claim, we will reimburse you for the damaged product(s).
Contiguous United States Customers:
Your return / exchange may qualify for M.B. Klein / modeltrainstuff.com to pay for return ground postage. This will be determined on a case by case basis. If your return / exchange does qualify, you will receive a return mailing label via e-mail with instructions. Accommodations will be made for customers that do not have email.
International customers should use the most economical mail service available in their country. M.B. Klein / modeltrainstuff.com will not reimburse return shipping costs for customers who return items using express or next-day shipping options.