Welcome to Athearn Store’s FAQ section! We’ve compiled answers to the most common questions about our products, shipping, payments, and more to help you enjoy a seamless shopping experience.

About Athearn Store

Who is Athearn Store for?
Athearn Store caters to model railroad enthusiasts and hobbyists of all levels. Our target customers include:
  • Model railroaders working with HO, N, O, and ON30 scales
  • Collectors of Lionel trains and European model trains
  • Hobbyists needing detail parts, couplers, wheelsets, and scenery supplies
  • RC car enthusiasts looking for performance parts
  • Beginners seeking starter kits and experienced modelers wanting specialty items
What makes Athearn Store different?
Founded by model railroaders for model railroaders, we offer:
  • Scale-sensitive packaging designed specifically for model trains
  • Premium global shipping options with reliable carriers
  • Expert handling of vintage and delicate items
  • Comprehensive selection across multiple scales and categories

Products

What scales do you carry?
We specialize in:
  • HO Scale (including Athearn HO scale models)
  • N Scale
  • O Scale and O Gauge (including Lionel trains)
  • ON30 narrow gauge
  • European model trains in various scales
Do you sell complete kits or individual parts?
We offer both! Our inventory includes:
  • Complete model train kits
  • Individual detail parts for customization
  • Couplers, wheelsets, and replacement components
  • Model scenery kits and supplies
  • Tools for model railroading
How do I choose the right parts for my model?
Always check the scale compatibility before ordering. Our product descriptions clearly indicate which scales each item is designed for. If you’re unsure, our customer service team can help you match parts to your specific model.

Ordering & Payments

What payment methods do you accept?
We accept:
  • Visa
  • MasterCard
  • JCB
  • PayPal
Is my payment information secure?
Absolutely. We use industry-standard encryption for all transactions and never store your full payment details on our servers.
Can I change or cancel my order after placing it?
We process orders quickly to get your items shipped fast. If you need to make changes, please contact us immediately at [email protected]. We’ll do our best to accommodate your request if your order hasn’t entered the packing process.

Shipping & Delivery

Where do you ship?
We ship globally to most countries, excluding some remote regions in Asia and other areas. If you’re unsure about delivery to your location, please contact us before ordering.
What are my shipping options?
Standard Express Shipping ($12.95):
  • Carrier: DHL or FedEx
  • Delivery time: 10-15 business days after processing
  • Includes full tracking and insurance
Free Economy Shipping (Orders $50+):
  • Carrier: EMS postal service
  • Delivery time: 15-25 business days after processing
  • Tracking available for most destinations
How long does order processing take?
All orders are packed within 1-2 business days. You’ll receive a confirmation email with tracking information once your order ships.
How are model trains packaged for shipping?
We take special care with every shipment:
  • HO/O/N scale models are secured with custom padding
  • Vintage and collectible items receive white-glove treatment
  • RC vehicles undergo pre-shipment testing
  • Fragile parts are double-boxed when necessary

Returns & Exchanges

What is your return policy?
We offer a 15-day return window from the date of delivery. To initiate a return:
  1. Email our support team at [email protected]
  2. Include your order number and reason for return
  3. We’ll provide return instructions
Items must be in original condition with all packaging.
Do you offer exchanges?
Yes! If you need a different size, scale, or part, contact us within 15 days of delivery. We’ll help arrange an exchange for the correct item.
What if my item arrives damaged?
Please contact us immediately if you receive a damaged item. We’ll work quickly to resolve the issue, whether that means sending a replacement or processing a refund. Be sure to keep all original packaging for inspection.

Contact & Support

How can I contact customer service?
Our Arizona-based team is available 24/7 at [email protected]. For fastest service, please include your order number in your message.
Do you offer technical support for model assembly?
While we can’t provide in-depth modeling tutorials, our team can help with product-specific questions and part compatibility issues. For complex modeling questions, we recommend checking model railroading forums and communities.
Where is Athearn Store located?
Our warehouse and headquarters are located at:
5740 North 59th Avenue, Glendale, US 85301
Still have questions? Don’t hesitate to reach out! Our team of model railroad enthusiasts is always happy to help fellow hobbyists. Email us at [email protected] for personalized assistance.