Welcome, model railroading enthusiasts! At ToyHaven Store, we are passionate about delivering the finest HO scale trains, detailed structures, and premium model railroading supplies to hobbyists around the globe. We want your experience from purchase to unboxing to be as smooth and enjoyable as running your favorite locomotive on a brand-new track. Below, you’ll find all the details on how we ship your items and our straightforward policy for returns and exchanges.

Shipping Information

We know you’re eager to get your new gear and start building. Here’s how we get your order to you:

Order Processing Time

Please allow 1-2 business days for us to carefully pick, pack, and prepare your order for shipment. We handle every item with the care it deserves.

Shipping Methods & Delivery Times

We offer two reliable shipping options to meet your needs:

  • Standard Shipping ($12.95): We ship via trusted carriers like DHL or FedEx. Your order should arrive within 10-15 business days after it leaves our warehouse.
  • Free Shipping: For all orders over $50, we offer free shipping via EMS. Please allow 15-25 business days for delivery after your order ships.

🚂 Please Note: Delivery times are estimates and may vary slightly depending on your location and customs processing. We ship worldwide, but unfortunately, we cannot deliver to some remote regions and parts of Asia.

Our Returns & Exchanges Policy

Your satisfaction is our top priority. If your purchase isn’t perfect, we’re here to make it right.

Return & Exchange Timeframe

You may return or exchange most items within 15 days of receiving your shipment.

How to Initiate a Return or Exchange

To ensure a quick and easy process, please follow these steps:

  1. Contact Our Customer Service Team: Within 15 days of receiving your order, please email us at [email protected] with your order number and the reason for your return or exchange. You can use the handy template at the bottom of this page.
  2. Wait for Authorization: Our friendly team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions. Please do not send any items back without this RMA number.
  3. Package the Item(s): Securely pack the item(s) in their original packaging, including all parts, manuals, and documentation. Please include a copy of your original order confirmation or packing slip.
  4. Ship the Package: Mail the authorized return to the address provided in your RMA instructions. We highly recommend using a trackable shipping service, as you are responsible for the item until it arrives safely back with us.

Refund Process

Timing: Once we receive and inspect your returned item, we will process your refund within 5-7 business days.

Method: Refunds will be issued to the original payment method you used during checkout (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 your 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

To ensure the highest quality and safety standards for all our customers, the following items are considered 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.

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 and provide a prepaid shipping label for you 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 Shipping or Returns policy, we’re always happy 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