Refund policy
Refunds, Returns, Exchanges & Warranty
We want you to love your purchase. If you have an issue with your order, please contact us at buytrains@woodentrain.com and we will do our best to help.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, the item must be in the same condition you received it, unused, and in its original packaging. Proof of purchase is required.
Items that have been opened, played with, or damaged through use cannot be returned for a refund unless there is a manufacturing defect.
To start a return, contact us at buytrains@woodentrain.com with your order number and reason for return.
Returns should be sent to:
1000 Camera Ave, Suite G
Saint Louis, MO 63126
Items returned without first contacting us and receiving return instructions may not be accepted.
Exchanges
If you would like to exchange an item, please contact us before returning it.
Shipping charges are non-refundable. Exchanges may require additional shipping charges to cover the cost of sending replacement items.
Exchanges are subject to product availability.
Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival.
If your item arrives damaged, defective, or you received the wrong product, please email buytrains@woodentrain.com within 7 days of delivery. Include your order number and photos or video of the issue.
We will gladly work with you to find a resolution and appreciate the opportunity to correct any mistake that may have passed through our checks.
Our trains are handmade toys, so small variations in shape, finish, graphics, wood grain, or size are normal and part of their handcrafted nature.
We replace items only when there is a manufacturing defect, shipping damage, or an error with the item sent.
Limited Warranty Coverage
Our products are covered against manufacturing defects for 30 days from the date of delivery.
Covered issues may include:
- Broken or missing parts upon arrival
- Components not functioning as intended, such as wheels or trucks not turning properly
- Peeling or chipping graphics or paint not caused by play, water damage, sunlight, heat exposure, or misuse
What Is Not Covered
Normal wear and tear is not covered, including:
- Scratches, scuffs, or dents from play
- Fading or chipping paint or graphics over time
- Minor loosening of parts from handling
- Damage caused by misuse, accidents, water exposure, extreme temperatures, prolonged sunlight, or unauthorized modifications
To keep your trains in the best condition, use them only on recommended surfaces and avoid exposure to water, extreme temperatures, and prolonged sunlight.
Return Shipping
Customers are responsible for return shipping costs unless the item is defective, damaged upon arrival, or the wrong item was sent.
We recommend using a trackable shipping method when returning items.
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method within 5-7 business days. Your bank or credit card provider may require additional time to process the refund.
Shipping charges are non-refundable.
If more than 15 business days have passed since your refund was approved, please contact us at buytrains@woodentrain.com.
