Normal Business Hours:
We reserve the right to make changes and corrections without notice.
Allow 8 to 10 days for your order
Shipping and Handling by regular UPS
- $9.95 per shipment in continental US.
Secure payment made possible with
Please do not use PayPal for orders of Advance Order or Future Release items as we can not guarantee the arrival of these items
Company Policy Information
Toy Train Heaven - Return & Exchange Policy Effective 4-1-2013
1) You have 30 days, from date of purchase, to return or exchange defective items.
2) Returned items may be subject to a 15% restocking / service fee.
3) All book, magazine, & Video (VHS, DVD and Blu-ray) sales are final.
4) Defective Video (VHS, DVD & Blu-ray) products must be returned to the manufacturer for replacement
5) Defective Electrical Components & Digital Command Control (DCC) products must be returned to the manufacturer for replacement unless the product is unopened.
6) Any defective item(s) more than 30 days past the original date of purchase must be returned to the manufacturer.
7) All returns and exchanges must receive the prior approval of a Customer Service Representative before they will be accepted.
All refunds will be made based on your original purchasing amount and method of payment.
All products returned must have documentation attached explaining the reason for return / exchange.
The returned item(s) must also include and be packed the original manufacturers box and packing materials.
All items being returned for exchange and / or refund MUST;
be returned in the same new condition which they were shipped to the customer including the manufacturers packaging and all included instructions, manuals, etc.
Any item(s) that have been modified in any way, such as, but not limited to, changes in appearance, (weathering, decals, painting),
additional, removed or replaced parts, will not be accepted and neither credits nor exchanges will be given.
All items returned for credit or exchange will be verified by a Customer Service Representative before any credit, store credit or exchange is processed.
Do not ship returns / exchanges in the manufacturer’s box alone. Please ship all returns / exchanges in a shipping box / carton with adequate packing material to cushion product.
Replacements, exchanges and/or credits will be shipped / processed once we receive the returned item(s).
If any of the above procedures are not followed, the returned item(s) may be assessed a 15% restocking / service fee or refused.
Items not accepted by Toy Train Heaven for return / exchange will be returned to you at your expense.
8) For any item(s) damaged during shipping, please notify Customer Service. They will provide further instructions.
Please retain the damaged shipping box and all contents for the shipping agencies Claims Agent unless otherwise instructed by Customer Service.
Upon submission, processing and receiving the reimbursement for the claim, we will reimburse you for the damaged product(s).
United States Customers:
Your return / exchange may qualify for return postage. This will be determined on a case by case basis.
Return items by US mail or UPS, FedEx ground service.
Toy Train Heaven will not reimburse return shipping costs for customers who return items using express or next-day shipping options.
Toy Train Heaven is not responsible for return items lost by shipping agencies.
If you insure your return parcel to us please note insurance costs are non refundable from us.
International customers should use the most economical mail service available in their country.
Toy Train Heaven will not reimburse return shipping costs, duties or taxes
Toy Train Heaven is not responsible for returned parcels lost in shipment or held by customs agencies.
IMPORTANT: Please circle reason for return.
(1) Wrong items shipped
You must contact our office for
authorization before returning any merchandise for any reason.
In case of our error, we will
reimburse you for shipping based on the following two methods only: