At Athearn Sales Store, we take pride in offering high-quality HO scale model railroad products to enthusiasts worldwide. We want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • Items must be unused, in original condition, and in their original packaging
  • All included parts and accessories must be present
  • A valid proof of purchase is required

Non-Returnable Items

Due to the nature of these products, the following items cannot be returned or exchanged:

  • HO Scale Detail Parts (small components that may be easily lost or damaged)
  • HO Scale Athearn Parts (specialty replacement parts)
  • HO Scale Couplers, Trucks, and Wheelsets (small mechanical components)
  • Any items marked as “Clearance” or “Final Sale”

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer service team within 15 days of receiving your order by emailing [email protected] with your order number and details about the product you would like to return or exchange.
  2. Receive return authorization – We will provide you with a Return Merchandise Authorization (RMA) number and instructions for returning your items.
  3. Package your return – Securely pack the item(s) in the original packaging, including all accessories and documentation. Include a copy of your order confirmation or packing slip.
  4. Ship your return – Send the package to our warehouse at the address provided in your RMA instructions. We recommend using a trackable shipping service.

Refund Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within:

  • Credit/Debit Cards: 5-7 business days
  • PayPal: 3-5 business days

Please note that shipping costs are non-refundable. If you received free shipping on your original order, the standard shipping fee ($12.95) will be deducted from your refund.

Exchanges

If you need to exchange an item for a different size or model, please follow the return process above. Once we receive your return, we will ship the replacement item. You will be responsible for paying the shipping costs for returning your item and for shipping the new item to you.

Return Shipping Address

All returns should be sent to:

Athearn Sales Store Returns
2054 Fannie Street
Houston, TX 77095
USA

Return Request Template

Use this template when contacting us about a return or exchange:

Subject: Return Request – Order #[Your Order Number]

Email Body:

Dear Athearn Sales Store Customer Service,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Product Name: [Product Name]
  • SKU/Item Number: [If available]
  • Reason for Return: [Please specify]
  • Preferred Resolution: Refund/Exchange for [specify product if exchanging]

Please provide return instructions and RMA number at your earliest convenience.

Thank you,
[Your Full Name]
[Your Contact Information]

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage and your order number. We will arrange for a replacement or refund at no additional cost to you.

For any questions about our returns and exchanges policy, please don’t hesitate to contact our customer service team. We’re here to help you enjoy your model railroading experience!