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Return Policy Refunds and Returns Most items may be returned for refund or exchange. Customers must notify the processing web site or store by phone within 10 calendar days of the receipt of their order (as determined by shipment tracking data) of their intent to return an item. That web site or store will then issue a Return Authorization Number (RAN) which must appear on the return shipment label. Return shipments are made at the customer's expense, including insurance. Shipments arriving without a RAN will be refused. We will examine returns to insure that the items are saleable “As New” including all packaging, documentation, wrappings, etc. Items failing to meet this test will be returned to the customer at the customer's expense. Approved returns are subject to a 20% restocking fee for refund, and a 10% restocking fee for exchange. The following items may not be returned or refunded: Items not saleable as new. Items purchased from the “Specials” section of our site. Items containing electronics. Special order items. Pre-order or reservation deposits. Items shipped sealed in factory shrink-wrap if the wrap has been violated. Building kits if the factory seal has been violated. Items for which the 10 day notification cut-off was not met. Modified items, even if by us, such as locomotives involving the installation of sound cards, or decoders when accomplished at the request of the customer.