Pre Orders, Refunds & Shipping

Shipping

  • Our orders usually ship in 2 to 3 business days.
  • We use USPS, fully insured with tracking, unless otherwise directed by you
  • We can use UPS which will incur a higher shipping charge. Please indicate in the notes section when you check out

Pre Orders

  • Items will be shipped immediately upon their arrival
  • We do not hold pre-order items for other pre-order items arriving with different schedule dates
  • We do not charge your card until your order is ready to ship to you.
  • However, you may see a pending transaction to confirm the card that falls off within 2-5 business days.
  • When we ship your item, we will email a billing invoice and email a shipping notice with the tracking information
  • Pre ordered items that arrive at different dates will incur a seperate shipping charge as they arrive and are shipped

Return Policy

  1. You have 30 days, from the date of purchase, to return or exchange an item(s).
  2. Tony’s Train Exchange will offer you a store credit based on your original method of payment which will automatically be applied to your next order.
  3. All returns and exchanges must receive the approval of Tony’s Train Exchange before they will be accepted.
  4. Tony’s Train Exchange will issue a Return Merchandise Authorization (RMA) number to you.
  5. To obtain an RMA number, please call 1-800-978-3472 or create a ticket on our support site tonystrains.com/contact/
  6. Returned items may be subject to a 20% restocking / service fee.
  7. All items being returned MUST be returned in the same new condition which they were shipped to you including the original packaging and all included instructions, manuals, etc.
  8. Order cancellation requests must be submitted, via e-mail or by phone, within 24 hours of the order being placed.
  9. Defective Digital Command Control (DCC) products must be returned to the manufacturer for replacement.
  10. New locomotive warranty issues will be handled exclusively through the manufacturer.
  11. Only manufacturer’s warranties apply.
  12. Any item(s) purchased more than 30 days past the original date of purchase must be returned to the manufacturer.
  13. The customer will be responsible for paying shipping costs for returning the item.
  14. Shipping costs are nonrefundable  
  15. Store credits will be available within 30 business days of receipt of the returned item.
  16. Tony’s Train Exchange/Tonystrains.com reserves the right to deny any customer store credit at our sole discretion.
  17. Any items returned that have not received an approved RMA number will not be accepted and will be returned to the sender.
  18. All products returned must have documentation attached explaining the reason for return / exchange.
  19. The returned item(s) must also include the original box and packing materials and have the RMA number written on the outside of the shipping box.
  20. All items being returned for exchange and / or a store credit MUST be returned in the same new condition in which they were shipped to the customer including the manufacturer's packaging and all included instructions, manuals, etc.
  21. Any item(s) that have been modified in any way, such as, but not limited to, changes in appearance, (weathering, decals, painting), additional, removed or replaced parts, will not be accepted and neither credits nor exchanges will be given.
  22. All items returned for credit or exchange will be verified by a Customer Service Representative before a store credit or exchange is processed.
  23. Do not ship returns / exchanges in the manufacturer’s box alone. Please ship all returns / exchanges in a shipping box / carton. Replacements, exchanges and/or store credits will be shipped / processed once we receive the returned item(s). 

If any of the above procedures are not followed, the returned item(s) may be assessed a 20% restocking / service fee. 

For any item(s) damaged during shipping, please notify Tony’s Train Exchange immediately. We will provide further instructions. Please retain the damaged shipping box and all contents for the Claims Agent unless otherwise instructed by Tony’s Train Exchange.

Claims for damages will be handled by the Shipping Department Manager. Upon submission, processing and receiving the reimbursement for the claim, we will reimburse you for the damaged product(s).

United States Customers:

Your return / exchange may qualify for Tony’s Train Exchange/ Tonystrains.com to pay for return ground postage. This will be determined on a case by case basis. If your return / exchange does qualify, you will receive a return mailing label via e-mail with instructions. Accommodations will be made for customers that do not have email. Tony’s Train Exchange/ Tonystrains.com will not reimburse return shipping costs for customers who return items using express or next-day shipping options.

International Customers:

International customers should use the most economical mail service available in their country. Tony’s Train Exchange/ Tonystrains.com will not reimburse return shipping costs for customers who return items using express or next-day shipping options.