Returns & Exchanges Policy

At Alas Train Model Shop, we understand that discerning model railroad collectors demand perfection in every purchase. Just as we meticulously inspect every scale model before shipment, we extend the same precision to our returns and exchanges process to ensure your complete satisfaction.

Our Commitment to Quality

We stand behind every Märklin digital system, Atlas Model Railroad Co. release, and Bachmann starter set in our collection. If your item arrives damaged or doesn’t meet our exacting standards (or yours), we’ll make it right.

Note: Due to the collector-grade nature of certain items, LGB garden railway sets and Broadway Limited Imports locomotives that have been removed from their original packaging cannot be returned unless defective. All returns must include original packaging and documentation.

Return & Exchange Eligibility

  • Timeframe: 15 days from delivery date
  • Condition: Unused, in original packaging with all tags and accessories
  • Proof of Purchase: Original invoice or order number required
  • Exceptions: Custom-ordered items (including special runs of Tangent Scale Models) and opened digital content

Step-by-Step Return Process

  1. Initiate Your Request: Email our support team at [email protected] with your order number and reason for return within 15 days of delivery.
  2. Receive Authorization: We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Package Securely: Repack the item in its original packaging with all protective materials. Include a copy of your invoice.
  4. Ship Your Return: Send to our Oklahoma City facility using a trackable shipping method. We recommend insurance for high-value items like Athearn locomotives exceeding $200.
  5. Inspection & Processing: Allow 3-5 business days after we receive your return for quality inspection and processing.

Refund Information

Once your return is approved:

  • Timing: Refunds process within 3 business days after inspection completion
  • Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Deductions: Original shipping fees are non-refundable. Return shipping is at customer’s expense unless the return is due to our error.

Exchange Process

For exchanges (subject to availability):

  1. Follow the standard return process above
  2. Clearly indicate your desired replacement item in your initial email
  3. We’ll ship your replacement within 2 business days after receiving your return
  4. You’ll be responsible for any price difference and additional shipping costs

Return Request Template

Use this template when contacting us about a return or exchange:

Subject: Return Request for Order #[Your Order Number] Dear Alas Train Model Shop Team, I would like to request a [return/exchange] for my recent purchase: Order Number: [Insert] Item(s) for Return: [Product Name, SKU if available] Reason for Return: [Please specify – damaged, defective, incorrect item, etc.] For exchanges, I would like to receive: [Alternative Product Name/SKU if known] I confirm that the item(s) are unused and in original packaging with all accessories. Please provide return instructions and any additional information you require. Best regards, [Your Full Name] [Your Contact Information]

International Returns

For collectors outside the United States:

  • You’re responsible for return shipping costs and any customs fees
  • Mark the package as “Returned Goods” to avoid additional duties
  • Allow extra time for international shipping and processing

Damaged or Defective Items

If your Märklin or LGB product arrives damaged:

  1. Contact us immediately at [email protected] (include photos)
  2. Do not dispose of any packaging materials
  3. We’ll arrange for a prepaid return label if applicable
  4. Expect expedited processing for defective item replacements

Our team of fellow enthusiasts is committed to resolving any issues with the same attention to detail we apply to curating our model railroad collections. We appreciate your understanding of these policies designed to protect both collectors and our premium inventory.

Happy railroading,
The Alas Train Model Shop Team