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: Expedited shipping is not available to PO Box and APO addresses.
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).
Due to increased volume this year due to COVID-19, UPS is not guaranteeing delivery for 2-day and next day options. If you have an issue with your expedited order, please get in touch with our customer service team at email@example.com and we will do our best to make it right.
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). Any item(s) 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. Any item(s) that have been modified in any way, such as, 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.
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
- 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
United States Customers:
To start the return process please go to our returns portal.
1.) Enter the order number and the order's ship-to postal code.
2.) Click the Look Up Order button. The next screen will display the order information and each item in the order.
3.) Select the quantity of each item to return and the reason for the return.
4.) Click the Submit Request button. The next (and final) page shows their return was authorized.
5.) Click the Print Return Label button.
6.) Print the return label.
7.) Put the items being returned 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.
8.) Seal the package and tape the return label to the outside of the box.
9.) Take the package to the nearest UPS Store or drop-off location to be delivered back to us.
10.) Once we receive the return, we will process it according to the return reason. 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.
11.) Please note: If any of the above procedures are not followed or you are returning items that are neither damaged or defective, your return will be assessed a 15% restocking/service fee.
Please contact our Customer Service Team at support.modeltrainstuff.com or by calling 1.888.872.4675 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.