Welcome to Model Rails Shop, your premier destination for HO gauge, N gauge, and Hornby model railway products. We’re committed to delivering quality products to railway enthusiasts worldwide while ensuring a smooth shopping experience.
Shipping Information
Order Processing
All orders are processed within 1-2 business days (excluding weekends and holidays).
Shipping Methods & Delivery Times
We offer two shipping options to meet your needs:
Standard Shipping – $12.95
- Carrier: DHL or FedEx
- Delivery Time: 10-15 business days after shipment
- Tracking included
Free Shipping (Orders over $50)
- Carrier: EMS
- Delivery Time: 15-25 business days after shipment
- Tracking included
Note: Delivery times are estimates and may vary depending on destination and customs processing.
International Shipping
We ship worldwide (excluding some Asian and remote regions). International customers are responsible for any customs duties or taxes imposed by their country.
Returns & Exchanges Policy
We want you to be completely satisfied with your model railway purchases. If you need to return or exchange an item, please review our policy below.
Returns & Exchanges Timeframe
You may return or exchange most items within 15 days of receiving your order. All returns must be in original, unused condition with all packaging and documentation intact.
Non-Returnable Items
Due to the specialized nature of model railway collecting, the following items cannot be returned or exchanged:
- Opened or used track sections (HO Track, N Gauge Track)
- Custom-ordered or special edition locomotives
- Scenery items that have been removed from packaging
- Digital download products
Return Process
- Contact Us: Email [email protected] with your return request within 15 days of delivery.
- Receive Authorization: We’ll respond within 2 business days with return instructions and an RMA number.
- Package Securely: Repack items in original packaging with all accessories and documentation.
- Ship Back: Send to our Anchorage address (provided in authorization email) using a trackable method. You’re responsible for return shipping costs.
- Inspection: We’ll inspect returned items within 3 business days of receipt.
- Processing: Allow 3-5 business days for refund processing after approval.
Exchange Process
Follow the same steps as returns, clearly stating in your email that you wish to exchange the item. Include the product code of your desired replacement from our HO, N gauge, or Hornby collections.
Refund Information
Refunds will be issued to your original payment method:
- Credit Cards (Visa/MasterCard/JCB): 3-5 business days after processing
- PayPal: 1-3 business days after processing
Original shipping fees are non-refundable. For exchanges, we’ll cover standard shipping costs for the replacement item.
International Returns
For collectors outside the United States:
- Mark the package as “Returned Goods” to avoid customs fees
- We cannot refund original customs/duties charges
- Return shipping costs are the customer’s responsibility
Return Request Template
Copy and paste this template into your email to [email protected]:
Subject: Return Request – Order #[Your Order Number]
Dear Model Rails Shop Team,
I would like to request a return/exchange for my recent order (#[Your Order Number]).
Details:
– Product Name:
– Product Code/SKU:
– Reason for Return:
[ ] I would like a refund
[ ] I would like to exchange for: [Product Name & Code]
I confirm the item is in its original condition with all packaging and accessories.
Order Shipping Address:
[Your Name]
[Your Address]
Please provide return instructions at your earliest convenience.
Best regards,
[Your Name]
[Your Email]
[Your Phone Number]
Contact Us
For any questions about returning your HO locomotives, N gauge wagons, or other model railway items, contact us at [email protected].
Thank you for being part of the Model Rails Shop community. We appreciate your passion for model railways and strive to make every transaction smooth and satisfying.
Model Rails Shop
2903 West 31st Avenue
Anchorage, US 99517