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:
- Return shipping if the return is not the fault of Trainz.
- 15% re-stocking fee if an item is not returned in its original condition.
- Any carrier charges resulting from a refused shipment.
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.
International Return Policy
For International orders only:
- Trainz does not refund shipping charges.
- Customers are responsible for paying return shipping.