Shipping Information

Order Processing Time: All orders are processed within 1-2 business days.

Shipping Methods & Delivery Times

Shipping Method Cost Delivery Time Details
Standard Shipping $12.95 10-15 business days after shipping Shipped via DHL or FedEx
Free Shipping FREE (orders over $50) 15-25 business days after shipping Shipped via EMS

Note: We ship globally, with the exception of some Asian countries and remote regions. Delivery times are estimates and may vary depending on destination and customs processing.

Returns & Exchanges Policy

Quick Summary: We accept returns and exchanges within 15 days of delivery. Items must be in original condition with all packaging intact. Refunds are processed within 7-10 business days.

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

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.

Step 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.

Step 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.

Step 4: Ship to Our Facility
Send your return package to:
Model Train Hub Returns
3309 Gateway Road
Portland, US 97205

Step 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.