Return & Exchanges

Welcome to the Return and Exchange Policy for Masterist Scale Railroad Models

We care a lot about making sure our customers are happy and trust us at Masterist Scale Railroad Models.
We take great care, accuracy, and passion with every model we make, and we want you to feel completely confident in every purchase you make.

Please read our return and exchange policy below if you get something that isn’t what you expected.

1. Who Can Return and Exchange Items

Here are the conditions under which we will accept refunds or exchanges:

The item must be in the same condition as when it was sent and not have been used.
You have 14 days from the time you get your order to ask for a return or exchange.
You need to show proof of purchase, like an invoice or an email confirming your order.
You can’t return or exchange custom or made-to-order models unless they came broken or wrong.

2. Things That Can’t Be Returned

For safety and quality reasons, you can’t return certain items:

Models that are made to order or are limited editions
Gift certificates and things you can download
Items on clearance or “final sale”

3. Items That Are Broken or Wrong

Please get in touch with us within 7 days of delivery if your item is broken or if you got the wrong one.
Please send us clear pictures of the item and its packing.

We will look into your case and provide you with one of the following options:

A new item to replace the broken or wrong one
A refund or store credit (if applicable)
Shipping label for returns that have been approved

4. How to Return and Exchange Items

To begin a return or exchange:

Please email us at info@masteristscalerailroadmodels.com with your order number and the reason you want to return it.
We will email you details on how and where to ship your package after your request is approved.
The customer has to pay for the return shipping, unless the item is broken or wrong.
Once the returned item has been checked and approved, the refund will be handled.
It may take 5 to 10 business days for the refund to show up in your account after it has been approved.

5. Refunds (If They Apply)

You will get an email letting you know whether your refund has been approved or denied once we get and check the item you sent back.
If your refund is approved, it will be sent back to the same way you paid for it within 5 to 10 business days.

You can’t get your shipping fees, import duties, or taxes back.

6. Exchanges

We only let you exchange a defective item for the same one or for something of equal or lesser value (if you ask and we agree).
We might give you store credit instead if the item you want is out of stock.

7. Refunds That Are Late or Don’t Come at All

Please check with your bank or credit card company first if you haven’t gotten your refund after 10 business days.
If you still haven’t gotten it, please email us at info@masteristscalerailroadmodels.com and we’ll help you.

8. Orders from Other Countries

All customs fees, import duties, or taxes are the responsibility of international customers.
Returns from outside Canada must be clearly marked as “Return Goods” on the package to avoid customs delays.

9. Contact Us

For all return or exchange inquiries, please reach out to:

Masterist Scale Railroad Models
Based in Canada
info@masteristscalerailroadmodels.com
+1 (226) 341 5270