Shipping Policy

Shipment processing time

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All orders are processed within 1-2 business days of receipt. Orders are not processed or shipped from Friday, 2 pm EST through Sunday, or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. If your shipment experiences a significant delay, we will contact you via email or phone.

Shipping rates and delivery estimates

Shipping charges for your order are displayed below.

Model Trains Australia use Australia Post, Sendle and FedEx for shipping and reserve the right to choose the quickest option to get your train gear over to you.

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Location                                         Shipping Cost  

Australia                                         Free**

International (New Zealand)       $35 NZ Dollars

** applies to locomotive and rolling stock only

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Shipment to P.O. boxes not allowed.

Model Trains Australia ships to addresses within Australia, AUS Territories, New Zealand addresses only

 

Shipment Confirmation and Order Tracking

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You will receive a Shipment Confirmation email with your tracking number once your order has shipped. The tracking number will be active within 24 hours.

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Customs, Duties, and Taxes

Model Trains Australia is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the customer’s responsibility (including tariffs, taxes, and other costs).

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Damages

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Model Trains Australia is not liable for any products damaged or lost during shipping. If you

received your order damaged, please file a claim with the shipment carrier. Save all packaging materials and damaged goods before filing a claim.

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International Shipping Policy

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We currently do not ship internationally except for New Zealand.

Any orders not within AU or NZ will incur addition fees. Please note though, we ship at cost, no margin will be applied.

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Incorrect Shipping Addresses and Refused Delivery

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We make every attempt to validate the shipping address provided at checkout to ensure it’s recognized as a valid address. If we cannot validate the address, we will try to contact the customer to provide an updated address. If we cannot update the address, the order will be canceled and refunded.

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Model Trains Australia will not be held responsible if the customer provides the wrong shipping address and we cannot recover the package.

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Shipping Costs for Returns

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In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you.

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If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.

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If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.

In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.

Products must be returned within 7 days of receipt.

Response Time

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We aim to process any requests for repairs, replacements or refunds within 5 days of receipt.

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How to Return Products

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You can contact us using the contact email provided on the website to discuss a return using the information.

Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.

To be eligible for a refund, repair or replacement, you must provide proof of purchase.

You may be required to provide a government issued identification to qualify for a refund, repair or replacement.