Welcome to Model Rails Shop’s FAQ section! As specialists in HO, OO, and N gauge model railways, we’ve compiled answers to the most common questions about our products, shipping, payments, and more. Whether you’re a seasoned modeler or just starting your railway journey, we’re here to help.

About Our Products

What scale/model gauges do you specialize in?
We specialize in HO gauge (including locomotives, coaches, wagons, track, scenery, and accessories), N gauge (including locomotives, multiple units, coaches, wagons, track, and cars/trucks), and OO gauge products. We also carry exclusive Hornby collections, including their 2022 and 2023 ranges.
Are your products suitable for beginners?
Absolutely! We carry products for all skill levels, from starter sets for beginners to highly detailed collector’s items for experienced modelers. Our team can help you find the perfect products for your experience level and budget.
Do you carry scenery and accessories for model railways?
Yes! We offer a wide selection of HO scenery and N gauge accessories to help bring your model railway to life. From landscape materials to buildings and figures, we have everything you need to create realistic scenes.

Ordering & Account Questions

Do I need to create an account to place an order?
While you can check out as a guest, creating an account allows you to track orders, save your shipping information for faster checkout, and receive exclusive offers for model railway enthusiasts.
How can I track my order?
All orders come with tracking information. Once your HO gauge locomotives or N gauge wagons ship, you’ll receive an email with tracking details. You can also log into your account to view order status.
What if I need to change or cancel my order?
Please contact us immediately at [email protected] if you need to modify or cancel your order. We process orders quickly (within 1-2 business days), so prompt communication is essential.

Shipping & Delivery

Where do you ship?
We proudly ship worldwide to model railway enthusiasts, excluding parts of Asia and certain remote regions. Our strategic location in Anchorage, Alaska allows for efficient shipping to both North American and international destinations.
What are my shipping options?
We offer two shipping methods tailored for model railway components:

Standard Shipping: $12.95 flat rate worldwide via DHL or FedEx (10-15 business days after dispatch) – ideal for urgent orders or delicate items like locomotives.
Free Economy Shipping: Free on orders over $50 via EMS (15-25 business days after dispatch) – perfect for budget-conscious modelers stocking up on track or accessories.
How are model railway items packaged for shipping?
We use professional protective packaging specifically designed for model railway components. Precision parts like HO gauge track and N gauge locomotives receive extra care to ensure they arrive in perfect condition.
What if my country has customs fees?
While we prepare all necessary customs documentation, any import duties or taxes are the responsibility of the customer. These fees vary by country and are not included in our shipping costs.

Payments & Pricing

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for your convenience. All transactions are secure and encrypted.
Are your prices competitive with other model railway shops?
Yes! As specialists in HO, N, and OO gauge model railways, we offer competitive pricing through our volume agreements with manufacturers like Hornby. Our strategic shipping location also helps us keep costs down for our customers.
When will my credit card be charged?
Your card will be charged when your order is processed (typically within 1-2 business days of placing your order).

Returns & Exchanges

What is your return policy?
We offer a 15-day return policy from the delivery date. Items must be in original condition with all packaging. Due to the specialized nature of model railway components, some items may have specific return requirements.
How do I return an item?
Please email [email protected] with your order number and reason for return. We’ll provide return instructions. Return shipping costs are the customer’s responsibility unless the item arrived damaged or was incorrect.
What if my model railway item arrives damaged?
Contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and may ask you to return the damaged item (at our expense).

Additional Questions

Do you offer advice for model railway layouts?
While we focus on providing quality HO and N gauge products, our team of enthusiasts is happy to offer basic advice on product selection for your layout. For complex layout planning, we recommend consulting specialized forums or local model railway clubs.
Can I order items not currently in stock?
Yes! Contact us about special orders for out-of-stock Hornby collections or other items. Lead times vary depending on manufacturer availability.
How can I contact customer service?
Our model railway specialists are available via email at [email protected]. We typically respond within 1 business day. Our physical address is 2903 West 31st Avenue, Anchorage, US 99517, though we operate primarily online.

Didn’t find the answer you’re looking for? Our team of model railway enthusiasts is always happy to help! Contact us at [email protected] for personalized assistance with your HO, N, or OO gauge needs.

Happy modeling!
The Model Rails Shop Team