At ToyHaven Store, we take pride in delivering high-quality HO scale trains, buildings, detail parts, and model railroading supplies to enthusiasts worldwide. We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward returns and exchanges process.
Return & Exchange Timeframe
We accept returns and exchanges for most items within 15 days of you receiving your shipment.
How to Initiate a Return or Exchange
To ensure a smooth process, please follow these steps:
- Contact Our Customer Service Team: Within 15 days of receipt, email us at [email protected] with your order number and reason for return/exchange. You may use the template provided below.
- Wait for Authorization: Our team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions. Please do not ship any items back without this RMA number.
- Package the Item(s): Securely pack the item(s) in their original packaging, including all parts, manuals, and documentation. Include a copy of your original order confirmation or packing slip.
- Ship the Package: Mail the authorized return to the address provided in your RMA instructions. We recommend using a trackable shipping service as you are responsible for the item until it reaches us.
Refund Process
- Timing: Once we receive and inspect the returned item, we will process your refund within 5-7 business days.
- Method: Refunds will be issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal). Please allow additional time for the refund to appear in your account, depending on your bank or payment provider’s processing times.
- Shipping Costs: Original shipping fees are non-refundable. For exchanges, we will cover the standard shipping cost to send the replacement item to you.
Conditions for Returns & Exchanges
To be eligible for a return or exchange, the item must be:
- Returned within the 15-day window.
- In its original, unused, and unassembled condition.
- In the original packaging with all tags, parts, and documentation included.
⚠️ Non-Returnable Items
For the safety and integrity of our products, the following items are final sale and cannot be returned or exchanged unless they arrive defective or damaged:
- Detail Parts: Due to their extremely small size and specialized nature, these items are not eligible for return once the package is opened.
- HO Scale Supplies & Tools: Used tools, paints, adhesives, or other consumable supplies cannot be returned for hygiene and safety reasons.
- Opened Software or Digital Products: Any product where the license key or software has been activated.
This policy is in place to ensure the highest quality and safety standards for all of our model railroading customers.
Defective or Damaged Items
If your item arrives defective or damaged, please contact us immediately at [email protected]. We will gladly send a replacement at no additional cost to you, and we will provide a prepaid shipping label to return the damaged item.
Return & Exchange Request Email Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear ToyHaven Store Customer Service Team,
I would like to request a [return/exchange] for an item from my recent order.
- Order Number: [Your Order Number]
- Product Name(s): [Name of the product(s)]
- Reason for Return/Exchange: [Please provide a brief reason]
Please send me the RMA number and instructions for returning the item(s).
Thank you,
[Your Full Name]Contact Us
If you have any questions about our returns policy, please don’t hesitate to reach out. We’re here to help you get back to building your perfect layout!
Email: [email protected]
Postal Address: ToyHaven Store, 1827 Valley Lane, Austin, US 78701
Thank you for being a valued member of the ToyHaven community. Happy modeling!
The ToyHaven Store Team