Trainz aims for every customer to be satisfied with their purchase. If something is not right, Trainz will work with you to repair, replace, refund, or provide a partial credit as appropriate.
Return Window
Customers must contact Trainz within 30 days of confirmed delivery to request assistance with an order. Private Car members have 60 days from the confirmed delivery date.
To begin a return, please submit a support ticket or send an email to customerservice@trainz.com with your order number and a description of the issue. If the item is damaged, defective, or not as expected, please include clear photographs of the item and packaging so our team can properly evaluate the situation.
All returns require authorization from Trainz before the item is shipped back. Unauthorized returns may be refused.
Vintage and Collectible Items
Many items sold by Trainz are vintage, collectible, or previously owned. As a result, items may show normal signs of age, wear, handling, or minor cosmetic imperfections.
These characteristics are typical of collectible items and do not constitute a defect or a reason for return unless the item was significantly misrepresented.
Condition and Grading Standards
Condition descriptions and grading are based on Trainz internal standards and reasonable visual inspection.
Because collectible items may vary in age and condition, grading and descriptions may involve subjective evaluation. Minor differences in interpretation of condition do not constitute a misrepresentation.
Return Process
If Trainz determines that a return is appropriate, we will provide instructions for returning the item.
When your return is received:
- The item will be inspected to verify its condition and completeness.
- Trainz will determine whether the item will be replaced, refunded, or credited. If a repair is required, items valued over $250 will be evaluated for repair eligibility.
- Approved refunds will be issued to the original payment method whenever possible.
Refunds are generally processed after the returned item has been received and inspected.
Item Condition Requirements
Returned items must be returned in the same condition in which they were received, including:
- Original packaging
- All parts and accessories
- Documentation and inserts
Items that are modified, altered, installed, or damaged after delivery may not be eligible for return.
Examples include, but are not limited to:
- Railrax shelving that has been drilled, cut, or modified
- Items missing components or packaging
- Items showing signs of installation, operation, or use beyond normal inspection
Trainz reserves the right to reduce, deny, or issue partial refunds if returned items are not in their original condition.
Partial Refunds and Resolution Options
In some cases, Trainz may offer a partial refund, replacement part, repair, or store credit as a resolution instead of requiring a full return.
This option may be used when:
- The item has minor cosmetic or operational issues
- The item is still functional or usable
- The customer prefers a partial credit instead of returning the item
Acceptance of a partial refund or credit constitutes resolution of the issue and you are accepting the item in its current condition.
Fees and Shipping
Trainz reserves the right to charge:
- Return shipping costs when the return is not due to an error by Trainz
- A 15% restocking fee if an item is returned in a condition different from when it was shipped
- Carrier charges or fees resulting from a refused shipment
- Additional shipping costs if an incorrect or undeliverable address was provided at checkout
If Trainz made an error with your order, we will work with you to resolve the issue and provide return shipping when appropriate.
Delivery Confirmation
Orders shipped by Trainz may include carrier tracking, delivery confirmation, and/or signature confirmation.
Carrier tracking records showing confirmed delivery to the shipping address provided during checkout are considered proof that the order was successfully delivered.
Customers are responsible for ensuring that the shipping address provided during checkout is accurate and secure for delivery.
Trainz is not responsible for packages that are lost or stolen after confirmed delivery.
High-Value Shipment Policy
For higher value orders, Trainz may require signature confirmation upon delivery.
When signature confirmation is used, the carrier's delivery record and signature confirmation are considered proof of delivery for the order.
Customers are responsible for ensuring that someone is available to sign for the package when required.
Inspection and Documentation
Trainz maintains order records, item condition documentation, shipping records, delivery confirmation, and customer communication history.
These records may be used to verify order accuracy, item condition, and delivery confirmation in the event of a dispute or chargeback.
Abuse, Fraud, or Excessive Returns
To protect our customers and business, Trainz reserves the right to deny returns, cancel orders, or restrict accounts if we identify patterns of:
- Excessive returns
- Suspected fraud
- Abuse of the return policy
- Items returned in significantly different condition than originally shipped
Marketplace Purchases
Return policies may differ on third-party marketplaces such as eBay or other platforms.
If your item was not purchased directly from Trainz.com, please review the return policy on the marketplace where the purchase was made.
International Orders
For international orders:
- Shipping charges are non-refundable
- Customs duties, taxes, and import fees are non-refundable
Disputes and Chargebacks
Trainz is committed to resolving customer concerns quickly and fairly. Customers agree to contact Trainz customer support before initiating a payment dispute or chargeback so that we can attempt to resolve the issue.
Trainz maintains detailed order records, shipping documentation, delivery confirmation, and customer communications, which may be provided to payment processors or financial institutions in the event of a dispute. View our Privacy Policy.
Submitting a chargeback without first contacting Trainz may delay resolution of the issue.
Questions
If you have questions about your order, please submit a support ticket, and our team will be happy to assist you.