Shipping, Pre-Orders, Cancellations & Returns

At Tony’s Train Exchange, we want our shipping, pre-order, cancellation, and return policies to be as clear as possible. Please review the information below before placing your order.

Shipping

Most in-stock orders ship within 2–3 business days.

We normally ship via USPS with tracking and insurance, unless another shipping method is requested or required.

UPS shipping is available upon request and may result in a higher shipping charge. If you prefer UPS, please indicate this in the Order Notes section during checkout.

Shipping charges are based on the items ordered, package size and weight, destination, and shipping method.

Shipping charges are nonrefundable.

Shipping Damage

If your order arrives damaged, please contact Tony’s Train Exchange immediately.

Do not discard the shipping carton, packaging, or damaged merchandise. These materials may be required to process a carrier insurance claim.

We will provide instructions regarding the claim and determine the appropriate next steps. Claims for merchandise damaged in transit are handled through our Shipping Department.

Pre-Orders

Pre-ordering reserves your place for an upcoming product release, subject to manufacturer availability and allocation.

When Will My Card Be Charged?

We do not charge your credit card when you place a pre-order.

When a pre-order is submitted, you may see a temporary pending authorization on your credit or debit card. This is used to verify the card and is not an actual charge.

The pending authorization normally disappears within 2–5 business days, depending on your financial institution.

Your card is charged only when the merchandise is available and your order is being prepared for shipment.

When your pre-order ships, we will email you:

• A billing invoice

• A shipping confirmation with Tracking information

Pre-Orders Arriving at Different Times

Pre-order items are shipped as they become available.

We do not hold an available pre-order item while waiting for other pre-order items with different expected release dates.

If items from the same order arrive at different times, each shipment will incur a separate shipping charge.

Manufacturer release dates are estimates and are subject to change. Tony’s Train Exchange cannot guarantee manufacturer delivery dates or product allocations.

Order Cancellations

Cancellation requests must be submitted within 24 hours of placing your order.

To request a cancellation, please contact Tony’s Train Exchange by email or phone as soon as possible.

Once an order has entered processing or has shipped, it may no longer be eligible for cancellation and will instead be subject to our Return Policy.

Return & Exchange Policy

Returns and exchanges must be requested within 30 days of the invoice date.

Approved returns are eligible for:

• Store credit, or

• Exchange, when applicable

We do not issue cash or credit-card refunds for standard returns.

Store credit is based on the amount originally paid for the eligible returned merchandise. Store credits are maintained by Tony’s Train Exchange and will be applied to a future order.

Please allow up to 30 business days after we receive your return for inspection and processing.

Return Authorization Is Required

All returns and exchanges require prior approval from Tony’s Train Exchange.

Before sending anything back, you must obtain a Return Merchandise Authorization (RMA) number.

To request an RMA, email info@tonystrains.com.

Returns sent without an approved RMA may be refused and returned to the sender.

Return Condition Requirements

Returned merchandise must be in the same new, unmodified condition in which it was originally shipped.

Returns must include:

• Original manufacturer's packaging

• Instructions and manuals

• Accessories

• Parts and components

• Any other materials originally included with the product

• RMA documentation explaining the reason for the return or exchange

Products that have been modified may not be returned for credit or exchange.

Examples of modifications include, but are not limited to:

• Weathering

• Painting

• Applied or changed decals

• Drilling or cutting

• Soldering or wiring modifications

• Added, removed, or replaced parts

• Other alterations to the product's original condition

Packing Your Return

Do not use the manufacturer's product box as the shipping carton.

The product and its original packaging must be placed inside a separate, properly packed shipping box or carton.

Please include the RMA documentation with the return and clearly identify the RMA number as instructed by Tony’s Train Exchange.

Damage to the manufacturer's packaging caused by improper return shipping may affect the amount of store credit issued.

Restocking / Service Fee

Returned merchandise may be subject to a restocking/service fee of up to 20%.

A restocking/service fee may apply when merchandise is returned incomplete, improperly packaged, outside the requirements of this policy, or requires additional inspection, testing, repackaging, or handling.

Tony’s Train Exchange reserves the right to refuse a return or reduce the amount of store credit when merchandise does not meet the return requirements stated above.

Defective Products & Manufacturer Warranties

A defective product is not necessarily handled as a standard return.

Defective Digital Command Control (DCC) products may be required to be returned directly to the manufacturer for warranty service or replacement.

Warranty issues involving new locomotives are handled through the manufacturer in accordance with the manufacturer's warranty policy.

Only the applicable manufacturer's warranty applies.

Merchandise outside Tony’s Train Exchange's 30-day return period must generally be handled directly through the manufacturer for warranty evaluation, repair, or replacement.

Please contact us before returning a product you believe is defective so we can advise you of the appropriate procedure.

Return Shipping Costs

Unless otherwise authorized by Tony’s Train Exchange, the customer is responsible for return shipping costs.

Original shipping charges are nonrefundable.

United States Customers

In certain circumstances, a return or exchange may qualify for a Tony’s Train Exchange prepaid ground return label. Eligibility is determined on a case-by-case basis.

If approved, we will provide a return shipping label and instructions.

Tony’s Train Exchange will not reimburse customers for unauthorized return shipping or for express, expedited, or next-day shipping.

International Customers

International customers should use the most economical trackable shipping method available when returning merchandise.

Unless specifically authorized in advance, Tony’s Train Exchange does not reimburse international return shipping costs and will not reimburse express, expedited, or next-day shipping charges.

Please contact us before returning merchandise internationally so we can provide the appropriate instructions.

Important Return Conditions

All returned merchandise is inspected by Tony’s Train Exchange before an exchange or store credit is processed.

Replacements, exchanges, and store credits are processed only after the returned merchandise has been received and inspected.

Failure to follow the RMA, packaging, condition, or return procedures described above may result in a restocking/service fee of up to 20% or refusal of the return.

Tony’s Train Exchange reserves the right to determine whether returned merchandise qualifies for exchange or store credit based on the condition of the merchandise and compliance with this policy.