Last Updated: January 2024

Welcome, fellow model railroader and hobbyist! At Atlas Railroad Sales Shop, we are passionate about delivering the finest products to enthusiasts like you, from intricate HO Scale layouts to powerful RC rock crawlers. We understand that a smooth shipping process and a fair returns policy are crucial to your hobby experience. This page outlines everything you need to know about getting your gear and what to do if an item doesn’t meet your expectations.

Shipping Information

We ship globally! (Excluding Asia and some remote regions due to logistical constraints). Our goal is to get your new equipment to you as quickly and reliably as possible.

Order Processing

Please allow 1-2 business days for us to carefully pick, pack, and process your order before it is handed over to our shipping partners.

Shipping Methods & Timelines

We offer two convenient shipping options to meet your needs:

  • Standard Shipping ( $12.95 ): Shipped via DHL or FedEx.
    • Delivery typically occurs within 10-15 business days after shipment leaves our warehouse.
  • Free Shipping: Available on orders over $50, shipped via EMS.
    • Delivery typically occurs within 15-25 business days after shipment leaves our warehouse.

Please note: The above delivery times are estimates and may be affected by factors beyond our control, such as customs processing and local postal services.

Returns & Exchanges Policy

We stand behind the quality of our products. However, we know that sometimes something might not be quite right. Our policy is designed to be straightforward and fair.

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, the item must be in its original condition, with all original packaging, tags, and accessories included.

⚠️ Important Note on Non-Returnable Items

Due to their nature, we cannot accept returns or exchanges on the following product categories once they are opened or used:

  • Electronics (e.g., Light Kits, Batteries) due to potential damage and health/safety reasons.
  • Opened packages of “Option Parts” & “Scale Parts” (these small parts cannot be resold once opened).
  • Any clearly used or installed items (e.g., painted figures, laid track, run vehicles).
  • Any items marked “Final Sale” on their product page (often clearance or special order items).

All returns are subject to inspection upon arrival to verify their condition.

How to Initiate a Return or Exchange

To start a return or exchange, please follow these simple steps:

  1. Contact Us: Within 15 days of delivery, email our support team at [email protected]. Use the template below to provide all necessary info.
  2. Wait for Instructions: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and specific shipping instructions. 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. Ship the package to the address we provide. Return shipping costs are the customer’s responsibility, unless the return is due to our error (e.g., we shipped the wrong item).
  4. Processing: Once we receive and inspect your return, we will email you to notify you of the approval or rejection of your refund or exchange.

Refund Timelines & Methods

Once your return is approved, here’s what happens:

  • Timeline: Refunds are typically processed within 5-7 business days after we receive and approve the return.
  • Method: The refund will be issued to your original method of payment (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.
  • 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.

Return Request Email Template

Copy and paste the template below into an email to [email protected] to ensure a speedy process.

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 shipping or returning an item, 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