Returns & Refunds

Can I return my order if I change my mind?

Yes. You can return your order for any reason within 30 days of delivery.

To start a return, email us at support@traintrackr.io with your order number and the reason for your return. We'll reply with a return authorization and the return address. Please don't send a return without contacting us first.

This applies to customers in both the US and Canada.

What condition does the item need to be in?

Please return your board unused and undamaged, in its original packaging, with all box contents, accessories, and documentation included. If the item comes back damaged, marked, incomplete, or showing signs of use, we may make a deduction from your refund to reflect the reduced value.

Our boards contain delicate electronics, so please pack them carefully — we recommend using the original packaging and an insured shipping service with tracking.

Who pays for return shipping?

If you're returning an item because you changed your mind, you are responsible for the cost of returning the item to us. We recommend using a shipping service with tracking and keeping your shipping receipt, as we can't be responsible for returns lost in transit.

If your item is defective or arrives damaged, we'll cover the cost of the return — see below.

How much will I be refunded, and when?

If you return an item within the 30-day window because you changed your mind:

• We'll refund the full price of the product(s).
• Original shipping charges are non-refundable.
• We don't charge restocking fees.

We'll issue your refund within 7 business days of receiving and inspecting the item. Refunds are made to your original payment method. Depending on your bank or card issuer, it may take a few extra days to appear on your statement.

I'm in Canada — is there anything different?

• If you return an item because you changed your mind, we can't refund customs duties, import taxes, or brokerage fees paid when your order arrived.
  You may be able to reclaim duties and taxes on returned goods directly from the Canada Border Services Agency (CBSA) using form B2G (Informal Adjustment Request).
• When sending an item back to our US warehouse, please clearly mark the package "Returned Merchandise" and include a copy of your order confirmation.
• For defective or incorrect items, we'll cover the cost of the return as described below.

I'm outside the US and Canada — how do I return my order?

Please email us at support@traintrackr.io with your order number before sending anything back, and we'll let you know how to return your item.

If you're returning an item because you changed your mind, you're responsible for the cost of return shipping. We can't refund customs duties or import taxes paid to your local customs authority when your order arrived, but you may be able to reclaim them from that authority.
For defective or damaged items, we'll cover the cost of the return as described below.

This doesn't affect any statutory rights you have under the consumer laws of your country.

What if my board arrives damaged or stops working?

Every board is tested before it ships. If you do have a problem, here's how it works:

• Within 30 days of delivery: if your board arrives damaged, defective, or isn't what you ordered, let us know and, once we've confirmed the problem, we'll replace it at no cost to you.
• After 30 days: if your board develops a defect, contact us and we'll take a look. If the board is defective, we'll repair or replace it.
• Our warranty: all purchases are covered by a 1-year limited warranty from the date of delivery, against defects in materials and workmanship. The warranty doesn't cover damage caused by misuse, modification, incorrect power supplies, water damage, or accidental damage.

For confirmed defects, we'll cover the cost of return shipping. To report a problem, email us at support@traintrackr.io with your order number, a description of the problem, and a photo or video showing the issue.

This warranty gives you specific legal rights, and you may also have other rights that vary by state or province. Nothing in this policy limits any implied warranties or statutory rights that can't be excluded under applicable law.

Are there any items I can't return?

Custom-made or personalized items (for example, boards built to your own specification) can't be returned under the 30-day return policy. This doesn't affect your rights if a custom item arrives defective or damaged — those are covered in full as described above.

How do I cancel an order before it ships?

If your order hasn't shipped yet, email us at support@traintrackr.io as soon as possible and we'll cancel it and refund you in full, including shipping.

What if my order is delayed?

We aim to ship all orders within the timeframe shown at checkout. If we can't ship within that timeframe (or within 30 days, if no timeframe was shown), we'll let you know the revised date and give you the option to cancel for a prompt full refund.

What about free items?

From time to time we run offers such as a free item when you buy a set number of products or reach a minimum order total.

If your board is returned because it's unwanted, any free item you were eligible for with your order must be returned too.

The free item must be returned, in its original packaging and with all its contents, at the same time as the rest of your return. If the free item is not returned, or comes back damaged or not in a resalable condition, we'll deduct the value of the free item (as listed on our website at the time of purchase) from your refund.

If you return part of your order and the remaining items no longer qualify for the free item (for example, you return one of two boards, or your order drops below the minimum order total), the free item must be returned or its value will be deducted from your refund.

If your board is defective and we replace it, you can keep your free item.