At Bachmann Zone, we take as much care with your satisfaction as we do with our precision model trains. If your purchase doesn’t meet your expectations, our returns process runs as smoothly as our HO Scale locomotives.

Our Return Promise

We accept returns within 15 days of delivery for most items in original condition. Like the intricate details on our N Scale models, we’ve designed this policy with your convenience in mind.

Non-Returnable Items

To maintain quality standards for all collectors, these items cannot be returned:

  • Opened model train sets (G Gauge, HO Scale, N Scale, etc.) with removed packaging
  • Custom-ordered layout accessories
  • Digital download content

Simple 3-Step Return Process

1. Initiate Your Return

Email our customer service team at [email protected] within 15 days of receiving your order. Include:

  • Your order number
  • Item(s) you wish to return
  • Reason for return
  • Whether you prefer exchange or refund
Subject: Return Request for Order #[Your Order Number] Dear Bachmann Zone Team, I would like to request a return/exchange for my recent order: Order Number: [Insert] Item(s) for Return: [Product Name, Scale/Gauge] Reason: [Please specify] Preferred Resolution: [Refund/Exchange for (specify product)] Shipping Address Confirmation: [Your Name] [Your Address] Thank you, [Your Name] [Your Contact Email]

2. Package Your Items

Once approved:

  • Repackage items in original packaging with all included parts
  • Include all manuals, certificates of authenticity, and accessories
  • Securely seal the package to prevent damage in transit

3. Ship Your Return

Mail to our Milwaukee warehouse:

Bachmann Zone Returns
704 Tail Ends Road
Milwaukee, US 53202

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.

Refund Timeline & Methods

Once we receive and inspect your return:

  • Processing Time: 3-5 business days
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Bank Processing: Additional 3-10 business days depending on your financial institution

Exchange Requests

For exchanges (subject to availability):

  • We’ll email a prepaid shipping label if exchanging for a different gauge (e.g., O Gauge to HO Scale)
  • You’ll receive tracking information when your replacement ships
  • Standard shipping times apply (10-15 days for DHL/FedEx, 15-25 days for EMS)

International Returns

For customers outside the U.S.:

  • Customs forms must be marked “Returned Goods” to avoid duties
  • We recommend using tracked shipping (additional cost)
  • Refunds will be processed in USD and may vary based on exchange rates

Damaged or Incorrect Items?

If your Freight Cars or Locomotives arrive damaged or incorrect:

  1. Take photos of the packaging and product
  2. Email to [email protected] within 48 hours of delivery
  3. We’ll arrange free return shipping and immediate replacement

Questions about returning your model train sets or accessories? Our customer service team is ready to help at [email protected].

Now back to building your perfect layout – we’ll handle the return logistics!