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GENERAL POLICIES: ONLINE STORE
Purchases made online for pickup require at least 1 business day hours for the item to be available for pickup. You will receive notification when your item is ready for pickup.

PREORDER POLICIES
Preorders are non-refundable unless defective. Many preorder items are built to order, meaning that the manufacturer only produces as many items as are ordered.
Please note that preorder items are not yet available when listed online.
Items with “Preorder” listed in the title and product description are items that we DO NOT have in stock, and are still awaiting delivery from the manufacturer. Not all pre orders are guaranteed due to the quantity that will be produced.
Preorder items will be shipped when they arrive--however, there may be delays. An estimated arrival time is provided by the manufacturer but this is not a guarantee.
Once you pre order an item, we send our request to the manufacturer. If it is accepted, you will receive an email from us letting you know that your order is confirmed and guaranteed.
Please, If you have to cancel a pre order, notify us ASAP.
At Troy’s Train Shop, we try to make pre ordering as easy as possible! We do not require a pre order deposit on items under $500.00. Larger items such as sets or engines will require A 10% deposit..
This deposit is required to secure your item’s availability. Deposits are non refundable.
Early preorders on Built to Order items help ensure the items will be produced.
Customers who do not preorder often wish they had! We usually order “extras” of items in very limited quantities and extra items typically will not be available from our distributor after they are shipped out to stores. Waiting to see the product after it arrives is a risky proposition, and we can not guarantee that they will be available.

LAYAWAY POLICY

At Troy’s Train Shop, we allow customers to place items on layaway. If that is your choice, please call Troy’s Train Shop at (973) 459-2413 to set up a layaway plan. Please have your charge card and billing information ready.
Troy’s Train Shop LAY-AWAY POLICIES
LAST UPDATED 6/8/2026
LAY-AWAY IS ONLY AVAILABLE FOR ORDERS OVER $150.
CUSTOMER MUST PROVIDE A VALID PHONE NUMBER, ADDRESS, AND E-MAIL AT THE TIME OF LAY-AWAY PURCHASE. EMAIL REMINDERS FOR LAY-AWAY ORDERS WILL BE SENT PERIODICALLY.
IF YOU WANT TO ADD TO YOUR LAYAWAY, WE WILL CREATE A NEW LAYAWAY ACCOUNT FOR YOU.
AT LEAST $100 OR 20% DOWN, WHICHEVER GREATER, MUST BE PAID AT THE TIME OF LAY-AWAY PURCHASE.
PAYMENTS MAY BE MADE VIA INVOICE OR OVER THE PHONE!
LAY-AWAY IS HELD FOR NO LONGER THAN 90 DAYS FROM ORIGINAL PURCHASE DATE. LONG-TERM/FREQUENT CUSTOMERS OR HIGH VALUE ORDERS MAY NEGOTIATE A LONGER RATE BUT ADDITIONAL TERMS AND CONDITIONS MAY APPLY.
EXCHANGES FOR LAY-AWAY ITEMS WILL NOT BE ACCEPTED.
IF YOUR LAY-AWAY ORDER IS NOT PAID IN FULL WITHIN THE LAY-AWAY TERMS (TYPICALLY 90 DAYS), WE WILL ATTEMPT TO CONTACT YOU TO ARRANGE PAYMENT. IF THE PAYMENT IS NOT COMPLETED FOR ANY REASON, INCLUDING CANCELLATION BY CUSTOMER, THE DEPOSIT WILL BE FORFEITED AND THE ITEMS WILL BE RETURNED TO STOCK.
PLEASE COMMUNICATE WITH US—WE WILL WORK WITH YOU, WITHIN REASON, IF YOU ARE HAVING TROUBLE MAKING PAYMENTS!

THANK YOU.
WE RESERVE THE RIGHT TO REFUSE ANY LAYAWAY REQUESTS.

RETURN/ REFUND POLICIES
Order Cancellation Policy
Please note that most order cancellations are subject to a 15% restocking fee. This fee helps offset the operational costs associated with processing cancellations, which may include covering non-refundable credit card processing fees, retrieving the item from inventory, voiding shipping labels, or handling preorder cancellations requiring the item to be relisted for sale. This fee is charged even if the item has not been sent out. However, if you contact us immediately after placing your order, this fee may be waived, as the item likely has not yet been processed or pulled from inventory.
Please remember, we are a small business, and these fees help us maintain the quality of our services while managing the operational challenges of cancellations.

We appreciate your understanding and encourage you to reach out with any questions regarding this policy.

Return policy
We have a 14-day return policy, which means you have 14 days after the date of delivery to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you must contact us at Troystrainshop@gmail.com. You will be provided with a Return Authorization Number.
You will need to send items back via UPS at your own expense unless otherwise stated.
DO NOT SEND US AN ITEM FOR RETURN WITHOUT CONTACTING US FIRST. Unauthorized returns with no return authorization information and no paperwork will not be processed, and no credit is due to the customer.
There is a 15% restocking fee for all returns. The only exception to this policy is if we sent you something in error or it is defective. Ordering the incorrect item, an item that is the wrong scale, or other errors on behalf of the customer do not constitute an exception. The restocking fee covers our employees' time and efforts for processing your return, inspecting the item for damage, and relisting it on our site. Restocking fees are charged even if the item is unopened or never run. Customers pay return postage for a return unless otherwise noted (i.e., if product is defective).
What is considered defective? Defective products are items that do not work or are damaged out of the box, with defect or damage in material or workmanship NOT wear or misuse by customer.
If a product is defective, manufacturers often offer warranties. Please see their website for information. Do not send items covered under Lionel manufacturer warranty back to us -- warranty repairs or must be handled directly with the Lionel! Warranty repairs for Lionel must be arranged directly with the manufacturer, if within the warranty period per their website https://www.lionelsupport.com/warranty (Please contact Lionel via email: talktous@lionel.com). For MTH products, please contact the manufacturer directly (https://mthtrains.com/news/002); certain conditions must apply for warranty to be valid. You will need proof of purchase for these warranties. For all other manufacturers, please refer to their websites.

OUTSIDE OF MANUFACTURER WARRANTY >>> Troy’s Train Shop WARRANTY POLICY: If a product is defective and a valid claim is made within thirty (30) days from the date it is received by the customer, Troy’s Train Shop will offer a choice of a refund via original payment method or store credit sent as an e-gift card for our online store. If a customer would like to use store credit for another product, they will need to pay the difference and shipping costs. PLEASE NOTE THIS POLICY APPLIES ONLY TO PRODUCTS NOT COVERED BY MANUFACTURER WARRANTY!
We will not issue a refund for damages that result from misuse or improper handling-- for example, if you run your train off the track, break track while putting it together, or snap off a caboose railing by picking it up! Troy’s Train Shop reserves the right to refuse a refund based on the condition of the merchandise as determined upon inspection.
If an item has been opened, removed from its packaging, ran on the track, or damaged, we will evaluate the current value of the item, and provide you with that amount as once an item is removed from the “Factory Sealed” box, the value drops.
You can always contact us at Troystrainshop@gmail.com OR (973) 459-2413 for any questions about items before you buy them, or questions about our return policies.

Damages and issues with shipping
Please inspect your order upon reception and contact us immediately if the item is defective or damaged, or if you received the wrong item, so that we can evaluate the issue and make it right. Troy’s Train Shop is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact Troy’s Train Shop and we will file a claim with the carrier. Please allow 3-4 weeks for this process since it does take time. Please save all packaging materials and damaged goods before filing a claim. Shipment carriers require documentation so we will need to be able to provide photos or other evidence. If you do not have photos or documentation, a claim may not be possible!

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If your refund is approved, you’ll be refunded on your original payment method or Online gift card: if we are unable to do so, we will contact you and you will need to call us with your credit card number. Please remember it can take some time for your bank or credit card company to process and post the refund. We do not store credit card information; payment is handled via Shopify and we can only see the last 4 or 6 digits.
Shopify provides us with a window through which we can offer a refund, and if this window has passed, we will need to process a refund manually. This will be done via your original payment method (credit card, PayPal, etc) or via store credit. Refunds are only offered through your original payment method or store credit-- we will not provide cash or check refunds.

SHIPPING POLICIES
Thank you for visiting and shopping at www.troystrainshop.com. Following are the terms and conditions that constitute our Shipping Policy.

DOMESTIC SHIPPING POLICY

Shipment processing time:
We are a small business. We try our best to ship products within 3 business days from the day of purchase (unless it's a pre-order). We ship every day except Sundays as we are an online store. If you are shopping for a present and want to be sure it will arrive by a specific date, please email or call. The shipping time displayed at checkout is the estimated time it will take to receive from UPS or USPS AFTER it is shipped.
International shipping is available upon request-- please contact us at troystrainshop@gmail.com or (973) 459-2413
MULTIPLE ORDERS
If you place two orders within 24 hours we will do our best to combine shipping when possible. Please email or call us. After 24 hours your orders will be shipped in the order they were placed.
SHIPPING CHARGES
Shipping rates & delivery estimates
Shipping charges for your order will be calculated and displayed at checkout.
Small items are shipped USPS.
Larger items, including all engines, are shipped UPS or Fedex. Orders over $1,000 require a signature.
Delivery delays can occasionally occur, particularly around the winter holiday season.

Shipment to P.O. boxes or APO/FPO addresses
We ship to addresses within the U.S., U.S. Territories, and APO/FPO/DPO addresses. P.O. Boxes and APO/FPO/DPO addresses are shipped via USPS.

Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.
Shipment delays
If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or phone.
During the holiday season (Nov-Dec), shipping delays are likely due to the high volume of orders received by the store, as well as the high volume of shipments that must be processed by UPS, USPS and Fedex. We recommend that you try to order your gifts well in advance to ensure that they will be received in time for the holidays. Please do not order an item the week of christmas and expect it at your door by christmas.
Delays on high risk orders
Shopify's system includes protection for businesses, such as flagging orders that appear to be fraudulent. This sometimes happens when customers use a new credit card, new PC, new address, etc., or if the purchase amount is high. In this case, your shipment will be delayed, I (Troy Maglin) will reach out to you to verify your purchase. If your order is flagged as fraud, your items will not be shipped until we are able to verify your order.

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