LionelStore.com Returns/Exchange Policy
Lionel will accept merchandise returns or exchanges under the following conditions:
- All returns or exchanges must be pre-authorized by Lionel before shipping any merchandise to our Customer Contact Center by calling 1.800.628.6202.
- Please note the Returning Merchandise Authorization (RMA) number on the outside of the package. Failure to do so could delay the processing of the return.
- Returns or exchanges received without prior authorization will not be accepted and will be returned to sender at customer's expense.
- For returns or exchanges we offer the following two options:
- Product may be returned using the method of your choice at your expense. We recommend using a service that provides tracking to insure delivery.Insurance is your option, however Lionel is not responsible for lost packages.
- For returns, at your request, we will issue a pre-paid UPS shipping label. The cost of shipping will be deducted from your refund.
- If you are returning defective merchandise, Lionel will pay for the return shipping ONLY if you use the pre-paid UPS shipping label provided by Lionel.
- The refund of shipping fees will be at the sole discretion of Lionel.
- All returns or exchanges must be received within 30 days of authorization. If received after 30 days, a 10% re-stocking fee will be charged.
- All returned merchandise is subject to inspection. Any reported damage not detected by our inspection will not be accepted as damaged and shipping fees will not be reimbursed by Lionel.
- NO RETURNS NOR EXCHANGES AFTER 30 DAYS OF RECEIPT.
Personalized items are only returnable if:
- The item is damaged
- The print work is damaged
- The print work does not match the order
If you have issues with personalized items other than those listed above, please contact support.
If you have any questions or concerns, contact the Lionel Customer Contact Center at 1.800.628.6202 Feb-Sept: Monday-Thursday 9am-6pm & Friday 9am-12pm ET / Oct-Jan: Monday-Friday 9am-6pm ET.
Click here to download a printable Lionel Return Authorization Form PDF.