Welcome to Best Toy Model Store’s FAQ section! We’re here to help answer your questions about our model trains, hobby supplies, and global delivery services. Below you’ll find information about our products, shipping, payments, and more. If you don’t find what you’re looking for, please contact our customer service team at [email protected].
About Our Products
What types of model trains and accessories do you offer?
We specialize in a wide range of model train products including:
- Diesel and Electric Locomotives in various scales (HO, N, O, S, On30)
- Classic Metal Works replicas
- Bridges & Trestles, Fences & Walls, and other scenic accessories
- Wooden puzzles and educational toys from our “For the Kids” collection
- Layout building supplies and scenery materials
What scale models do you carry?
We offer models in multiple scales to suit different preferences and layout sizes:
- HO Scale (1:87)
- N Scale (1:160)
- O Gauge Modern and O Scale 2-Rail (1:48)
- S Gauge (1:64)
- On30 (narrow gauge)
- Other specialty scales
Are your products suitable for children?
Yes! We have a special “For the Kids” collection featuring wooden puzzles and beginner-friendly model train sets designed specifically for younger hobbyists. However, many of our detailed scale models are intended for adult collectors and may contain small parts not suitable for young children.
Ordering & Account Questions
How do I create an account?
You can create an account during checkout by selecting the “Create Account” option. Having an account allows you to track orders, save your shipping information, and receive updates about new products and special offers.
I forgot my password. How can I reset it?
Click on “Forgot Password” on the login page and enter your email address. You’ll receive instructions to reset your password. If you don’t see the email, please check your spam folder or contact our customer service team.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t entered the packing process.
Payment Options
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is it safe to enter my credit card information on your site?
Absolutely. We use industry-standard SSL encryption to protect all your personal and payment information. You can also choose to pay through PayPal for an additional layer of security.
Why was my payment declined?
Payment declines can happen for several reasons:
- Insufficient funds in your account
- Your bank’s fraud protection measures
- Incorrect billing information entered
- International transaction restrictions
Shipping & Delivery
Where do you ship?
We ship worldwide from our workshop in Lyons, US, excluding select remote areas in Asia. During checkout, you can enter your address to confirm we can deliver to your location.
What are my shipping options?
We offer two shipping methods:
- Standard Shipping ($12.95 flat rate)
- Carriers: DHL or FedEx
- Delivery Time: 10-15 days after dispatch
- Includes tracking and reliable delivery windows
- Free Shipping (for orders over $50 USD)
- Carrier: EMS
- Delivery Time: 15-25 days after dispatch
How are delicate model trains packaged for shipping?
We take special care with every shipment:
- Museum-grade packaging materials
- Scale-specific protection (N Scale components have different needs than S Gauge models)
- Hand-inspection before dispatch
- Secure packaging to prevent movement during transit
How can I track my order?
You’ll receive tracking information via email as soon as your package is dispatched. For Standard Shipping (DHL/FedEx), you can track your package directly on their websites. For Free Shipping (EMS), tracking may be available depending on your country’s postal service.
What if my package is delayed or lost?
While most packages arrive within the estimated timeframe, international shipping can sometimes experience delays due to customs processing or other factors. If your package hasn’t arrived within 5 days of the estimated delivery date, please contact us at [email protected] with your order number, and we’ll investigate.
Do I need to pay customs fees or import taxes?
For international orders, customs fees or import taxes may apply depending on your country’s regulations. These fees are the responsibility of the customer and are not included in our shipping charges. We recommend checking with your local customs office for more information about potential fees.
Returns & Exchanges
What is your return policy?
We offer a 15-day return policy from the delivery date. If any item doesn’t meet your expectations, simply contact our customer service team at [email protected] to initiate a return. Items must be in original condition with all packaging.
How do I return an item?
- Contact us within 15 days of delivery at [email protected] to request a return authorization
- We’ll provide return instructions and a return authorization number
- Package the item securely in its original packaging
- Ship the item back to us (return shipping costs are the customer’s responsibility unless the return is due to our error)
- Once we receive and inspect the item, we’ll process your refund
How long does it take to process a refund?
Once we receive your returned item, we’ll process your refund within 3-5 business days. The time it takes for the refund to appear in your account depends on your bank or payment provider.
What if my item arrives damaged?
We take great care in packaging, but if your item arrives damaged, please contact us immediately at [email protected] with photos of the damaged item and packaging. We’ll arrange for a replacement or refund at no additional cost to you.
Contact Information
How can I contact customer service?
Our customer service team is happy to help with any questions not covered in this FAQ. You can reach us at:
- Email: [email protected]
- Mailing Address: 4265 Beeghley Street, LYONS, US 57041
Thank you for choosing Best Toy Model Store for your model train and hobby needs. We’re committed to helping collectors and hobbyists worldwide enjoy their passion without boundaries. Happy modeling!