General FAQ
Order
How long does it take to process my order?
It typically takes 2-4 business days for us to process an order. Once we ship out your order, we will notify you through email.
Can I cancel my order?
Orders can only be cancelled when they are not shipped out. Please try to notify the cancellation as soon as you can to ensure full refund.
Shipping
** Please also refer to our Shipping Policy for more information.
Where do you ship to?
We are shipping globally.
Where are you shipping from?
We are based in Hong Kong, China. All orders will be packed and shipped from here =).
How much do I need to order to get free shipping?
We offer free shipping when you cart subtotal is over a certain amount.
- Local: $500 HKD
- International: $1500 HKD
We also offer international free shipping for some items in the Clearance section.
How do you calculate the shipping fee?
We apply fixed shipping rates.
Returns & Exchanges
** Please refer to our Refund Policy for more information.
Can I return or exchange an item?
Currently, we do not provide any returns and exchanges.
What should I do if I receive a defective item?
Please contact us immediately via email at info@trainmodel.com and include your order number, pictures of defective product, and brief description of the defective area in the email. We will coordinate and figure out a solution together =).
