At Athearn Store, we take pride in delivering high-quality model railroad products to enthusiasts worldwide. We understand that sometimes a return or exchange may be necessary, and we’ve designed this policy to make the process as smooth as possible for our fellow hobbyists.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return, your item must be:

  • In its original, unopened packaging
  • In the same condition as when you received it
  • Accompanied by the original receipt or proof of purchase

Note: Due to the specialized nature of our products, certain items cannot be returned:

  • Opened kits (HO Scale, N Scale, O Scale model train kits)
  • Used detail parts (couplers, wheelsets, and other small components)
  • Custom-ordered items
  • Clearance items (marked as “final sale”)

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our team within 15 days of receiving your order by emailing [email protected] with your request.
  2. Provide the following information using our return request template (see below).
  3. Wait for approval – we’ll respond within 2 business days with return instructions.
  4. Ship the item back to our Glendale facility using a trackable shipping method.
  5. Receive your refund or exchange once we’ve processed your return.

Return Request Template

To expedite your return, please include this information when contacting us:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Athearn Store Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Product Details: – Product Name: – Scale: – Reason for Return/Exchange: My preferred resolution is: [ ] Refund to original payment method [ ] Exchange for (please specify product): [ ] Store credit Please let me know if you need any additional information. Best regards, [Your Full Name] [Your Contact Information]

Refund Process

Once your return is received and inspected (typically within 3-5 business days of arrival at our facility), we will process your refund or exchange. You can expect:

  • Refund method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Processing time: 3-5 business days after approval
  • Credit card refunds: 5-10 business days to appear on your statement
  • PayPal refunds: Typically processed within 24 hours

Please note that original shipping fees are non-refundable, except in cases where we sent the wrong item or the item arrived damaged.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of returned items.

Return Address:
Athearn Store Returns
5740 North 59th Avenue
Glendale, US 85301

Damaged or Defective Items

If your model train, locomotive, or accessory arrives damaged or defective, please contact us immediately at [email protected] with photos of the damaged item and packaging. We’ll arrange for a replacement or refund and cover all associated shipping costs.

Pro Tip: For valuable HO scale locomotives or Lionel trains, we recommend inspecting the package upon delivery and noting any visible damage with the carrier before accepting the shipment.

Questions?

Our team of fellow model railroad enthusiasts is happy to help with any return or exchange questions. Contact us at [email protected] and we’ll ensure you’re back on track with your model railroading projects in no time!