Last Updated: January 2024

Welcome, fellow model railroader and hobbyist! At Atlas Railroad Sales Shop, we take immense pride in the quality of our products, from meticulously detailed HO Scale locomotives to rugged RC rock crawlers. We stand behind everything we sell. However, we understand that sometimes a product might not meet your expectations. Our Returns & Exchanges policy is designed to be as straightforward and hassle-free as possible, ensuring you can get back to enjoying your hobby with minimal disruption.

Our Policy

We gladly accept returns and exchanges for most new, unopened, and unused items within 15 days of you receiving the shipment. To be eligible for a return or exchange, your item must be in the same condition that you received it, in its original packaging, with all tags and accessories included.

Please Note: Due to the nature of certain products, we cannot accept returns or exchanges on the following items:
  • Electronics (e.g., Light Kits, Batteries) once opened or used, due to potential damage and health/safety reasons.
  • Opened “Option Parts” & “Scale Parts” (small parts packages that cannot be resold once opened).
  • Any clearly used or installed items (e.g., figures painted, track laid, vehicles run).
  • Miscellaneous clearance or specially ordered items will be marked as “Final Sale” on the product page.
All returns are subject to inspection upon arrival to verify condition.

How to Initiate a Return or Exchange

To start the process, please follow these steps:

  1. Contact Us: Within 15 days of delivery, email our support team at [email protected]. Please use the template provided below to ensure you give us all the necessary information quickly.
  2. Wait for Instructions: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and specific shipping instructions. Please do not ship anything back without an RMA number; unlabeled returns cannot be processed.
  3. Ship the Item: Carefully package the item(s) in their original packaging. Include a copy of your original order confirmation or packing slip. Ship the package to the address we provide. Please note that return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item shipped, defective product).
  4. Processing: Once we receive and inspect your return, we will notify you via email about the approval or rejection of your refund or exchange.

Refund Timelines & Methods

Once your return is approved, your refund will be processed:

  • Timeline: Refunds are typically processed within 5-7 business days after we receive and approve the return.
  • Method: The refund will be issued to the original method of payment used during purchase (Visa, MasterCard, JCB, or PayPal). If you paid via PayPal, the refund will be sent back to your PayPal account. Please allow additional time for your bank or credit card company to post the refund to your account, as this can vary.

Exchanges: For exchanges of the same value, we will ship the new item as soon as the return is processed. For exchanges of a different value, we will process a partial refund or charge for the difference once the return is received.

Return Request Email Template

To help us process your request efficiently, please copy and paste the template below into an email to [email protected] and fill in the bracketed information.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Atlas Railroad Sales Shop Support Team, I would like to request a [return / exchange] for an item from my recent order. Order Number: [Please provide your order number] Date of Order: [Date] Product Name(s): [e.g., “HO Scale EMD GP40 Locomotive”] Reason for Return/Exchange: [Please provide a brief explanation] I have read and understand the Returns & Exchanges policy on your website. Please send me the RMA number and return shipping instructions at your earliest convenience. Thank you, [Your Full Name] [Your Phone Number – Optional]

Questions?

We’re here to help! If you have any questions about returning an item to our shop, don’t hesitate to contact our dedicated support team.

Email: [email protected]
Address: 2457 West Virginia Avenue, Greenfield Ctr., US 12833

Thank you for being a valued part of the Atlas Railroad Sales Shop community. We’re committed to ensuring your satisfaction so you can focus on what matters most: building your perfect layout or conquering the trails.

Happy Modeling!
The Team at Atlas Railroad Sales Shop