Return Policy Including Special Orders

Customers have 15 days from the date of delivery to contact us for an Exchange or Return item(s)

RJ's Trains Return Policy & Exchange

Simple Defects: At RJ's Trains, we are not responsible for manufacturer like defects, including but not limited to paint quality, paint color, scratch marks, glue marks, minor imperfections. These defects should be addressed directly with the manufacturer under their warranty

Functional issues: Such as derailments or faulty decoders, These issues should be addressed directly with the manufacturer under their warranty. They will provide guidance and even direct how the concern/issue can be fixed by the end user. The manufacture must be called first as they are responsible for correcting the defective issue with the product and not RJsTrains. .

Returns: Unopened items: These may be returned for any reason, The customer will pay the return costs or if a return label is requested then one will be issued and the cost of the return shipping will come out of the refund due. Please note for returns the refund will for the product only. For DCC items see below as they are not returnable

Open items Non Defective Items : All open items being returned MUST be returned in the same new condition which they were shipped to you including the original packaging and all included instructions, manuals, etc. and will be held to a 15% restocking fee. 

Defective Items: Items that the manufacturer determines to be defective fall under their warranty as they are the responsible party to fix the defect.

Special Note about items that may not be compatible on your layout Like rolling stock & locomotives, etc. for example small radius track or poorly laid track. This is not considered a defect. This is an open item return and is will be accessed a 15% restocking fee.

All sales of books, Calendars, and Video or Audio in any format are final. These items cannot be returned or exchanged under any circumstances.

Exchanges: May be made with unopened items ONLY. Please call RJsTrains first before sending in items for exchange. 

Digital Command Control (DCC) Products

• Defective DCC products, including locomotives with decoders, must be returned to the manufacturer for replacement.

• Item(s) purchased more than 15 days past the original date of purchase must also be returned to the manufacturer.

Return Authorization

• Customers must contact us at 817-983-5140 or via email to obtain a Return Authorization (RA) number.

• Returned items must include the original box and packing materials and have the RA number written clearly on the outside of the shipping box.

• RJ's Trains will not accept any altered items or items returned without an approved RA number. These will be returned to the sender.

Altered Items

• Items that have been modified in any way, including but not limited to changes in appearance (weathering, decals, painting), addition or removal of parts, will not be accepted.

• Such items will be returned to the customer with no refunds, credits, or exchanges provided.

Damaged or Lost Shipments

• For packages damaged or lost during shipping, please contact the shipper’s customer service department for assistance.

• RJ's Trains cannot assume responsibility for items lost or damaged in transit.

Return Shipping Costs

• Customers are responsible for return shipping costs for items found to be in working order, even if initially thought to be defective. If the locomotive runs on well upon receipt then the item is not considered defective and is returned as an open item and then the 15% Restocking Fee Applies. We are not responsible for locomotives not running on track with substandard track.

• Return shipping costs will not be covered by RJ's Trains unless explicitly agreed upon by us.

Special Orders Policy For items we don’t usually stock in-store:

• Unopened Items: Returns are subject to a 15% restocking fee. This fee will no longer be waived due to an increase in return requests in recent months.

• Opened Items: Returns are not accepted. Warranty issues must be handled directly with the manufacturer.

A Note on Small Parts Falling Off During Transit Due to the delicate nature of these items, small parts may occasionally come loose during transit. According to the manufacturer, this is generally not considered a defect. We recommend contacting the manufacturer directly to discuss potential solutions or assistance.

A Note on Ordering Out-of-Stock Items Items that are out of stock and requested for ordering are not considered special orders unless explicitly mentioned in the product description. Please review the product details to confirm whether an item qualifies as a special order.

International Customers Notice International customers are advised to use the most economical mail service available in their country. Please be aware that additional fees, such as customs duties or import taxes, may apply and are the sole responsibility of the customer. RJ's Trains will not reimburse return shipping costs for items sent via express or next-day shipping options.

February 1st 2025