At Model Train Hub, we understand that precision and quality matter in every aspect of model railroading. Just as we carefully craft and select each HO scale component in our inventory, we’ve designed a returns process that reflects the same attention to detail and commitment to customer satisfaction that defines our brand.
Return & Exchange Timeframe
You have 15 days from the delivery date to request a return or exchange. This gives you adequate time to inspect your HO scale components and ensure they meet the high standards we both expect.
Return Process – Step by Step
1 Contact Our Team
Email our support team at [email protected] within 15 days of receiving your order. Include your order number and details about the item you wish to return or exchange.
2 Receive Return Authorization
Our team will review your request and provide a Return Authorization Number and shipping instructions. Please do not ship items without this authorization.
3 Package Your Items
Carefully pack the items in their original packaging, including all documentation, parts, and accessories. Include a copy of your return authorization email.
4 Ship to Our Facility
Send your return package to:
Model Train Hub Returns
3309 Gateway Road
Portland, US 97205
5 Inspection & Processing
Once received, our quality team will inspect the items (typically within 3-5 business days) and process your refund or exchange.
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Dear Model Train Hub Team,
I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Order Date: [Date Ordered]
Item(s) to Return/Exchange: [Product Name(s) and SKU if available]
Reason for Return/Exchange: [Please describe the issue or reason]
Preferred Resolution: [Refund / Exchange for (specific product)]
I confirm that the item(s) are in original condition with all packaging and documentation intact.
Thank you,
[Your Name] [Your Phone Number – Optional]Refund Timeline & Method
Once your return is approved:
- Refunds are processed within 7-10 business days after we receive and inspect your return
- Refunds are issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Shipping costs are non-refundable, unless the return is due to our error
- You will receive email confirmation once your refund has been processed
Exchange Process
For exchanges:
- Follow the same return process outlined above
- Clearly indicate in your email which product you’d like to exchange for
- We’ll ship your replacement item once we receive and process your return
- If the exchange item costs more, we’ll invoice you for the difference
- If the exchange item costs less, we’ll refund the difference
Non-Returnable Items
To ensure the quality and integrity of specialized model railroad components, the following items cannot be returned or exchanged:
- Opened detail parts and laser cut kits (HO Scale Detail Parts, HO Scale Laser Cut Kits) due to their specialized nature and small components
- Opened couplers and wheelsets (HO Scale Couplers, HO Scale Couplers, Trucks, and Wheelsets) for hygiene and quality assurance reasons
- Custom orders or specially sourced items
- Items not in original condition, damaged, or missing components
Damaged or Incorrect Items
If you receive damaged items or incorrect products:
- Contact us immediately at [email protected]
- Include photos of the damaged item or incorrect product
- We’ll arrange for a replacement at no additional cost
- In some cases, we may ask you to return the item using a prepaid shipping label
Need Assistance?
Our team of fellow model railroad enthusiasts is here to help!
Email: [email protected]
Address: 3309 Gateway Road, Portland, US 97205
We typically respond within 24 hours during business days.
Thank you for choosing Model Train Hub for your model railroading needs. We’re committed to ensuring your complete satisfaction with every purchase.