Returns and Replacements

Most items purchased directly from Walthers may be returned for refund or replacement, provided we are contacted for a Return Authorization or other assistance within the allowed time frame as defined in each section of this policy.

There are some exclusions to our return policy including, but not limited to:

  • Opened software, DVDs, etc., which can only be replaced for same title.
  • Discontinued or Sold Out items.
  • Items that have been modified or partially built.
  • Items from manufacturers that require any damaged or defective product be returned directly to them. These manufacturers are listed below:
Manufacturer
Name
Walthers
Manufacturer
Number
Contact
Phone
Number
Broadway Limited 187 386-973-8900
Digitrax 245 770-441-7992
Kato 381 847-781-9500
Lenz 428 978-250-1494
MRC 500 732-225-2100
Mantua 455 732-225-2100
Model Power 490 732-225-2100
Micro-Structures 502 203-595-0619
SJT Enterprises 655 570-620-9080
Soundtraxx 678 970-259-0690
Circuitron 800 815-886-9010

Domestic Shipments:

Domestic Convenience Returns:

  • To avoid a Restocking Fee, contact us within 30 days of the order ship date to obtain a Return Authorization (RA) for unopened/unused items in saleable condition.
  • Items being returned with an RA must be received by Walthers within two weeks of the RA date or it will be invalid.
  • A 20% Restocking Fee will apply to:
    • RA requests made from 31 – 60 days after the order ship date.
    • RA items not received by Walthers within the two-week time frame allowed, but within 60 days of the order ship date.
    • Items returned to Walthers without an RA, but within 60 days of the order ship date.
  • We cannot accept requests made for an RA after 60 days from the order ship date. Items returned without an RA and received after 60 days from the order ship date will be refused.
  • Original order shipping charges, handling charges, upgraded shipping fees or oversize item fees, etc., that are associated with a convenience return item are non-refundable, nor are any shipping costs incurred to ship any convenience return item(s) back to Walthers.

Domestic Damaged, defective or Missing Parts Returns/Replacements:

  • Contact us within 60 days of the order ship date for a Return Authorization (RA).
  • If an RA is created to refund items, they must be received by Walthers within two weeks of the RA date or the RA will be invalid.
  • If an RA is created to return items for replacement (in-stock items only), we reserve the right to hold the replacement order until we are in receipt of the items being returned on the RA. If replacements for items that are damaged, defective or missing parts are shipped in advance of receiving the RA items and the RA items are not received by Walthers within the two-week time frame allowed, the replacement items will be billed to your account.
  • We cannot accept requests made for an RA after 60 days from the order ship date. Items returned without an RA and received after 60 days from the order ship date will be refused.

International Shipments:

International Convenience Returns:

  • Contact us within 90 days of the order ship date to obtain a Return Authorization (RA) for unopened/unused items in saleable condition.
  • Items being returned with an RA must be received by Walthers within one month of the RA date or it will be invalid.
  • A 20% Restocking Fee will apply to:
    • RA items not received by Walthers within the one-month time frame allowed.
    • Items returned to Walthers without an RA, but within 90 days of the order ship date.
  • We cannot accept requests made for an RA after 90 days from the order ship date. Items returned without an RA and received after 90 days from the order ship date will be refused.
  • Original order shipping charges, handling charges, upgraded shipping fees or oversize item fees, etc., that are associated with a convenience return item are non-refundable, nor are any shipping costs incurred to ship any convenience return item(s) back to Walthers.

International Damaged, defective or Missing Parts Returns/Replacements:

  • Contact us within 90 days of the order ship date for a Return Authorization (RA).
  • If an RA is created to refund items, they must be received by Walthers within one month of the RA date or the RA will be invalid.
  • If an RA is created to return items for replacement (in-stock items only), we reserve the right to hold the replacement order until we are in receipt of the items being returned on the RA. If replacements for items that are damaged, defective or missing parts are shipped in advance of receiving the RA items and the RA items are not received by Walthers within the one-month time frame allowed, the replacement items will be billed to your account.
  • We cannot accept requests made for an RA after 90 days from the order ship date. Items returned without an RA and received after 90 days from the order ship date will be refused.

Return Authorizations

A Return Authorization is required to return items for refund or replacement.

  • Before mailing your return, contact Consumer Sales to receive a Return Authorization number:
    • Email us at custserv@walthers.com
    • Call us Monday through Friday between 8:00 AM and 4:30 PM Central Time at 1-800-487-2467 (or 1-414-527-0770 if outside the U.S., Canada or Mexico). After hours, you may leave a message.
  • Provide your customer number, order number, the item number for any product you want to return and the reason for the return. Once we verify an item is returnable, we will supply you with an RA number that is valid for two weeks (or one month if international).
  • Include a note in the box that provides the RA number. Please do not write the RA number or other notes on the product being returned and please do not include unrelated paperwork such as a new order, etc.
  • Write your Return Authorization number on the outside of the shipping carton.
  • It is your responsibility to see that we receive any returned product in the original package, in saleable condition (unless defective when you received it). We cannot be responsible for any damage incurred during shipping or for packages that are not received by Walthers. Therefore, we suggest that you:
    • Pack your return carefully to prevent damage during transit.
    • Insure your return package, at your cost, especially if it has a high-dollar value.
    • Retain the tracking information provided to you when you ship your return.
  • Send all returns to:
    Walthers Returns Department
    5619 W Florist Ave
    Milwaukee, WI 53218-1622
  • A 20% restock fee will be applied to returns which do not meet the above criteria.
  • Refunds will be credited to the original payment method whenever possible and can only be applied to the purchaser’s account. Please allow one week from our receipt of your return for your credit to be processed in our system. If a credit card or PayPal account was credited, allow an additional three business days for the credit to show on your account. If the refund is by check, allow an additional two to three weeks for check processing and mailing.