Shipping, Returns, and Special Orders Policy

RJ’s Trains – Return & Exchange Policy

Customers have 15 days from the date of delivery to contact us regarding any return or exchange.

We are a small family‑run shop, and these policies help us manage costs while still treating every customer fairly. Every situation is unique, and we will always do our best to work with you.


1. Cosmetic Defects & Small parts (Non‑Functional Issues)

Minor cosmetic imperfections — such as paint variations, small scratches, glue marks, or similar issues — fall under the manufacturer’s warranty. Please contact the manufacturer first. If the manufacturer cannot or will not repair or replace the item, RJ’s Trains will step in to offer a solution or refund the item minus shipping costs.


2. Functional Issues (Operational Problems)

Operational issues — derailments, faulty decoders, electrical problems, etc. — must be handled through the manufacturer’s warranty. Manufacturers provide troubleshooting and repair support and are responsible for correcting defects. RJ’s Trains cannot override manufacturer warranty decisions.


3. Returns

Unopened Items

  • May be returned for any reason.

  • Customer pays return shipping.

  • If you request a return label, the cost will be deducted from your refund.

  • Refunds apply to the product only.

  • DCC items are not returnable (see DCC section).

Opened, Non‑Defective Items

  • Must be returned in new, unused condition with all original packaging, manuals, and parts.

  • A 15% restocking fee applies.

Defective Items

  • The manufacturer determines whether an item is defective.

  • If they decline coverage, RJ’s Trains will not assume responsibility.

  • We can accept the item for return, but a 15% restock/repair fee applies.

Compatibility Issues

Items that do not operate properly due to layout limitations (tight curves, track issues, etc.) are not considered defective. These are treated as open-item returns and are subject to a 15% restocking fee.


4. Non‑Returnable Items

The following items are final sale:

  • Books

  • Calendars

  • Videos or audio in any format


5. Exchanges

  • Exchanges are accepted for unopened items only.

  • Please contact RJ’s Trains before sending items in for exchange.


6. International Returns

We proudly serve international customers, but:

  • Return shipping costs will not be covered by RJ’s Trains.

  • If regulations allow, we can provide a return label and deduct the cost from your refund.

  • Customs duties, taxes, and fees are the customer’s responsibility.


7. Digital Command Control (DCC) Products

  • Defective DCC items (including locomotives with decoders) must be returned to the manufacturer.

  • Items older than 15 days must also be handled through the manufacturer.


8. Return Authorization (RA) Required

Before returning any item, customers must contact us at 817‑983‑5140 or via email to obtain an RA number.

  • Items must include all original packaging.

  • The RA number must be clearly written on the outside of the shipping box.

  • Items returned without an RA or items that have been altered will be returned to the sender.


9. Altered Items

Items modified in any way — weathering, painting, decals, added or removed parts — cannot be returned. These will be returned to the customer with no refund or credit.


10. Damaged, Delayed, or Lost Shipments

For shipping issues, please contact the carrier directly. RJ’s Trains is not responsible for items lost or damaged in transit.


11. Return Shipping Costs

If an item is tested and found to be in working order, it is considered an open-item return, and:

  • The customer is responsible for return shipping.

  • A 15% restocking fee applies. RJ’s Trains is not responsible for locomotives that fail to run on track that is out of gauge or improperly laid.


12. Special Orders

For items not normally stocked:

  • Unopened items: 15% restocking fee.

  • Opened items: Not returnable. Warranty issues must be handled through the manufacturer.


13. Small Parts Falling Off in Transit

Due to the delicate nature of model trains, small parts may occasionally come loose during shipping. Manufacturers generally do not consider this a defect. Please contact the manufacturer for assistance.


14. Ordering Out‑of‑Stock Items

Items we reorder for you are not considered special orders unless clearly stated in the product description.


15. International Customer Notice

International customers should use the most economical shipping option available. Customs fees, duties, and taxes are the customer’s responsibility and are not reimbursed by RJ’s Trains.