Return Eligibility

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

If an item is damaged, improperly advertised, lost in shipment, or improperly fulfilled Trainz.com, Inc. will pay for return shipping and offer a full refund or replacement. If you are returning your item for any other reason, return shipping may - at our sole discretion - be your responsibility.

A 15% re-stocking fee may be charged for preorder items or items not returned in complete original condition.

The Return Process

To start a return, please contact us at customerservice@trainz.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

You can always contact us for any return question at customerservice@trainz.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.  We request that you contact us before posting negative feedback.

Exceptions / non-returnable items

Certain types of items cannot be returned, and this will be clearly identified in the item listing. Please get in touch if you have questions or concerns about your specific item.  Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.  As a special one-time courtesy we may choose, at our sole discretion, to provide replacement items as an exchange.