By providing us with your contact information, we will be able to reach you in case we have any questions and keep you informed as we add more products and features to our site.

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• If you are having problems with our site, see our help page for more information.
  
• For questions about our products or if you can't find a product that you want click here.
  
• For questions about an order that you placed with us click here.
• To mail us a letter or order click here for our address

• Can't find a hobby or toy product on the website.
• Can't find a train repair part you need.
• Need more information about a product.

Can't find a hobby or toy product on the website

On our website, we feature only a few of the products that we carry in our stores.

Before you contact us check out these links for help locating products:
Complete Product Index, Hobby Product Search Tips, Train Repair Parts Ordering Tips. 

Can't find a train repair part you need

PLEASE UNDERSTAND THAT WE CAN NOT ACCEPT PHONE CALLS CONCERNING TRAIN REPAIR PARTS:

We list every train repair part that we sell on this website and in our 64 page Train Repair Catalog. Download a free copy here. We only deal in parts for postwar to present American Flyer S gauge and Lionel 0 or 027 gauge trains. 

Sorry but we do not know how to obtain parts not listed on this website or in our catalog. 

To order a train repair part you must know the correct part number. We cannot identify the correct part numbers for you. These SERVICE MANUALS or the REPAIRMAN'S STARTER KIT are your best sources for the information you need. 

Before contacting us about a S gauge or 0-027 gauge repair part number that you can't find in our list please review these Parts Ordering Tips.

To contact us for more information about a part please use this form. You must provide the part number as identified in the service manual. If it is a part we sell and we have additional information beyond what is provided on our website, in our catalogs or in the service manual we will contact you. Our phone staff cannot assist you in identifying or ordering train repair parts.

Need more information about a product.

We do our best to provide complete and concise information about the products that we have for sale. Our Satisfaction Guarantee and return policy gives you the opportunity to inspect a product before using it.  SEE DETAILS before placing an order.

Generally we do not have more information about the size or specific dimensions of a product.  If the manufacturer has indicated a scale or provided any other measurements we have provided them.  Please refer to the picture of the item for any other details, colors etc. 
If you have a model kit of other item that you need parts or instructions for please contact the manufacturer directly.

To contact us for additional information about a hobby product on our website please email us at CustomerService1@hobbysurplus.com. If we have additional information beyond what is provided on our website or in our catalogs we will contact you. 

• If you had problems placing an order click here
• Questions about the status of an order you placed.
• Questions on order processing or shipping time and procedures.
• Questions about our guarantee, returns, damage claims.

Order Status

Please do not call the 1-800 order number for order status or other information.  The order taking service will not be able to provide order status information and will request that you email our customer service staff. 

When your order is shipped, we will e-mail you a UPS tracking number *

* E-mail notification requires that you provide an accurate e-mail address when placing your order. If you did not provide an accurate e-mail address when you placed your order we cannot provide order tracking information.  
Order status and tracking information is not available for USPS shipments.

For prompt priority service and answers to questions regarding an order that you placed please click this link and use the form to send a message to our:
 CUSTOMER SERVICE DEPARTMENT

In order to best respond to your inquiry we ask you to send us the original order confirmation that you received or provide your full name, address and telephone number. Please list or summarize the items you ordered and the date you placed your order. 

You may also call our customer service number: 1-860-223-0600.  You'll talk to a real live person if you call Mon-Fri between 9:30 am -5:30 p.m. EST.  

Order Processing

It generally takes us 1-3 days to ship an order after we receive it. (Excluding weekends and holidays.) If an item is out of stock this may delay the shipment.  We will notify you by mail if the delay will exceed 30 days. Orders are shipped ground UPS or parcel post (our choice) unless other arrangements have been made. See our policies for more information.

When your order is shipped, we will e-mail you a UPS tracking number *

* E-mail notification requires that you provide an accurate e-mail address when placing your order. If you did not provide an accurate e-mail address when you placed your order we cannot provide order tracking information.  
Order status and tracking information is not available for USPS shipments.

For information of shipment delivery times and options  CLICK HERE

Shipping Damage /Product Defects

If you receive a damaged item file your claim with the carrier (UPS or USPS) and then call us at 1-860-223-0600.  Save all packaging for the carrier's inspection. See our policies for more information.

Mailing Address

HobbySurplus
287 Main Street
New Britain, CT 06051