FAQ

Products & Orders

What types of model train products do you offer?

We specialize in a wide range of high-quality model railroading products, including HO Scale locomotives, freight cars, passenger cars, detail parts, buildings, structures, scenery items, track, train sets, and tools. Our inventory caters to enthusiasts, hobbyists, DIY builders, and collectors seeking precision and craftsmanship.

Are your products suitable for beginners?

Absolutely! We offer products for all skill levels, from beginner-friendly train sets to detailed parts for advanced modelers. Our HO Scale Train Sets are perfect for those just starting, while our Detail Parts and Layout supplies cater to experienced hobbyists.

How do I place an order?

Simply browse our website, add items to your cart, and proceed to checkout. You’ll need to provide your shipping details and choose a payment method. Once your order is confirmed, you’ll receive an email confirmation with your order details.

Shipping & Delivery

Where do you ship?

We ship globally to most countries! However, we are unable to deliver to a few remote areas in Asia and other regions. During checkout, you can enter your address to confirm availability.

What shipping options are available?

We offer two convenient options:
– Standard Shipping ($12.95): Shipped via DHL or FedEx, delivered within 10-15 days after shipment.
– Free Shipping: For orders over $50, shipped via EMS, delivered within 15-25 days after shipment.

How long does it take to process and deliver my order?

After you place your order, our team takes 1-2 days to carefully process and package your items to ensure they arrive safely. Once shipped, delivery times depend on your chosen method (10-15 days for Standard, 15-25 days for Free Shipping).

Do you provide tracking information?

Yes! Once your order is shipped, we’ll send you a confirmation email with tracking information so you can monitor your delivery.

Returns & Refunds

What is your return policy?

We want you to be completely satisfied! If you’re not happy with your purchase, you may return it within 15 days of receipt for a refund or exchange. Items must be in original condition with all packaging.

How do I initiate a return?

Please contact our customer support team at [email protected] within 15 days of receiving your order. We’ll guide you through the process and provide a return authorization.

Are there any items that cannot be returned?

For hygiene and safety reasons, opened or used items may not be eligible for return unless defective. Please contact us for specific cases.

Payment & Security

What payment methods do you accept?

We accept Visa, MasterCard, JCB, and PayPal for secure and convenient checkout.

Is my payment information secure?

Absolutely! We use secure encryption technology to protect your personal and payment information. Your data is never shared with third parties.

Contact & Support

How can I contact customer support?

Our friendly team is here to help! Email us at [email protected] for assistance with orders, returns, or any questions. We aim to respond within 24 hours.

What are your business hours?

Our support team is available Monday through Friday, 9 AM to 5 PM CST. Emails received outside these hours will be addressed the next business day.

Where is ToyHaven Store located?

We are based at 1827 Valley Lane, Austin, US 78701. However, we operate primarily online to serve our global community of model railroaders.