Returns & Exchanges Policy

At Lionel Store, we take pride in delivering premium model trains with the same precision we apply to our customer service. While we hope every purchase meets your collector’s expectations, we understand that sometimes returns or exchanges may be necessary. This policy outlines our straightforward process to ensure your satisfaction.

Our Return Commitment

We accept returns within 15 days of delivery for most items in their original condition. Like the careful craftsmanship of our Lionel Trains and MTH Electric Trains, we’ve designed this process to be smooth and collector-friendly.

Important Exceptions

The following items cannot be returned due to their specialized nature:

  • Class One Model Works limited edition pieces (marked as “Final Sale”)
  • Any opened Rapido Trains digital control sets
  • ScaleTrains items with activated warranty certificates
  • Personalized or custom-ordered items from Walthers Model Trains collection

Step-by-Step Return Process

1. Initiate Your Return

Contact our enthusiast team within 15 days of delivery at [email protected] with:

  • Your order number
  • Item(s) you wish to return
  • Reason for return
  • Whether you prefer exchange or refund

2. Receive Return Authorization

Within 1 business day, we’ll email:

  • Return Authorization Number (RMA)
  • Prepaid return shipping label (for US customers)
  • Detailed packing instructions

3. Package Your Items

Please include:

  • All original packaging and protective materials
  • Unused accessories and documentation
  • Copy of your invoice (packed separately)

4. Ship Your Return

For international collectors outside the US:

  • Use the original shipping method (DHL/FedEx for Standard, EMS for Free Shipping)
  • Declare the package as “Returned Goods” to avoid customs fees
  • Email us the tracking number

5. Processing Your Return

Upon receipt at our San Antonio workshop (typically 3-5 business days after shipping):

  • We’ll inspect items within 2 business days
  • Email confirmation of approval/denial
  • Process refund or ship exchange

Refund Timeline & Methods

Like the reliable operation of our model trains, refunds follow a precise schedule:

Payment Method Processing Time Refund Method
Visa/MasterCard/JCB 3-5 business days after approval Original payment card
PayPal 1-3 business days after approval Original PayPal account

Note: Bank processing times may vary. International refunds may take 7-10 business days.

Exchange Policy

For exchanges of equal or greater value:

  • No additional shipping fees if upgrading
  • We’ll ship your new item within 1 business day of return approval
  • Price differences refunded per above methods

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Lionel Store Team,

I would like to initiate a return for my recent purchase (Order #[Your Order Number] placed on [Order Date]).

Item(s) for Return:
[Product Name(s) and Item Number(s)]

Reason for Return:
[Please specify: Wrong Item Received/Damaged/Not as Described/Changed Mind]

Preferred Resolution:
[Refund/Exchange for (specify item if exchanging)]

Additional Notes:
[Any relevant details about the item’s condition]

Thank you for your assistance. I look forward to your return instructions.

Best regards,
[Your Full Name]
[Your Contact Email]
[Your Shipping Address]

Our Collector’s Promise

Just as we meticulously craft our model trains, we handle every return with care and precision. Should you have any questions about this policy or need assistance with a return, our team of fellow enthusiasts is ready to help at [email protected].

Thank you for being part of the Lionel Store collector community. We value your trust as much as we value the timeless tradition of model railroading.