Your order is professionally packed with high quality packing materials to offer the best possible protection during transit. If something should go wrong, all packages are insured against both loss and damage. We allow you to choose how your order will be shipped, and support most major carriers using a few select services. The moment your order ships you will receive an automated confirmation e-mail which provides tracking or shipment confirmation.
We love happy customers and do our best to maintain a fair and hassle-free customer satisfaction policy. We will gladly repair or replace your item, issue a refund, or negotiate a partial credit.
Just contact us within 30 days of receipt of the item (or within 60 days if you are a Private Car member). Explain why the item does not meet your expectations and how you would like us to handle the issue. If your item has been damaged try to include a photograph of the actual damages. We’ll do our absolute best to make you happy.
If you and Trainz decide that the best recourse is to return the item for refund or repair we will send you a pre-paid return shipping label at no cost. Make sure to include your contact and order information when you return your items. Once Trainz receives and inspects the items we will repair your item or issue a refund.
Trainz reserves the right to charge you:
Our return policy may differ on our other marketplaces such as eBay. If your item was not purchased on Trainz.com, please review the return policy where your item was purchased.
If you have any questions, don't hesitate to Submit a Support Ticket