Refund policy

Return Policy

Return Policy Summary

Most new, unopened items may be returned within 7 days of delivery with an approved Return Authorization Number (RMA). Returns are subject to a 15% or $2.95 (whichever is greater) restocking fee. Opened, used, consumable, clearance, and certain manufacturer-warranty items are not eligible for return. Customers are responsible for return shipping, and manufacturer defects must be handled directly through the manufacturer.

Returns

ScaleModelSupply.com accepts returns on most new, unopened items within 7 days of delivery when accompanied by the original receipt.

Returned items are subject to a 15% or $2.95 (whichever is greater) restocking fee. This fee helps cover payment processing and marketplace fees that are not refunded when an order is canceled or returned.

Items must be returned in new, unopened, and resalable condition, including the original packaging, instructions, manuals, and all included parts. Items must also be returned in the original shipping box with packing materials when applicable.

A Return Authorization Number (RMA) must be issued before any return is sent.

Returns received without an approved RMA will not be accepted and will be returned to the sender.

To request a return authorization, please contact us at:
info@scalemodelsupply.com

Returns are inspected upon arrival. Opened, used, damaged, or non-resalable items will be denied, and return shipping will be the customer’s responsibility.

Refunds or exchanges will be processed after the returned item has been received and inspected. Please allow up to 14 days for processing.

Manufacturer Defects & Warranty

ScaleModelSupply.com is not responsible for manufacturer defects.

Defects including but not limited to missing parts, paint quality or color issues, cosmetic imperfections, glue marks or assembly flaws, and mechanical or electrical failure are covered by the manufacturer’s warranty. Customers should contact the manufacturer directly for support, repair, or replacement.

Digital Command Control (DCC)

Defective DCC products, decoders, and locomotives with installed decoders must be serviced directly by the manufacturer.

Non-Returnable Items

  • Books
  • Magazines
  • DVDs
  • Calendars
  • Gift cards
  • Consumables such as paints, glues, thinners, pigments, putty, paint remover, and similar supplies
  • Clearance or sale items
  • Used or opened products

Shipping costs are non-refundable, and customers are responsible for return shipping.

Brands Requiring Manufacturer Service

Certain manufacturers require warranty service to be handled directly through them.

  • Axial
  • Bachmann
  • Diecast Masters
  • Digitrax
  • E-Flite
  • Estes Rockets & Motors
  • ESU LokSound
  • MTH – Mike’s Train House
  • Piko
  • Pro Boat
  • SoundTraxx
  • Spectrum RC
  • Train Control Systems (TCS)
  • Xuron Tools

Damages & Issues

Please inspect your order immediately upon delivery.

If you receive a damaged item or the wrong item, please contact us as soon as possible so we can evaluate the issue.

Damage caused by misuse, improper handling, or user error is not covered.

Refused Deliveries

If a shipment is refused and returned, any fees charged to us by the carrier will be deducted from the refund.

Returned refused shipments are also subject to a 25% restocking fee.

Damaged Returns

If a returned package arrives damaged due to improper packaging or return shipping damage, a refund will not be issued.

Incorrect Address

ScaleModelSupply.com is not responsible for incorrect shipping addresses entered at checkout.

Please verify your shipping information before completing your order.

Refund Processing

Once a return is received and inspected, customers will be notified if the refund is approved.

If approved, refunds will be issued to the original payment method. Please allow time for your bank or credit card provider to process the refund.

Order Modifications

Orders cannot be combined, modified, or added to after they have been placed.

Order Cancellations

ScaleModelSupply.com does not accept order cancellations. If a cancellation is approved as an exception, a store credit may be issued.

If a refund is requested instead of store credit, a 15% or $2.95 cancellation fee will apply.

Out of Stock Items

If an inventory error occurs and an item cannot be fulfilled, we will issue a refund for that item. Other items in the order will still ship.

Payment Disputes / Chargebacks

If a chargeback or payment dispute is initiated, refund processing will pause until the dispute is resolved.

Returned items connected to a dispute remain subject to our standard return policy.

Last Updated: March 2026