Frequently Asked Questions (FAQ)

Welcome to Thrilling Toyz – your trusted online destination for model trains and collectibles! Whether you're a seasoned model train collector, a passionate hobbyist, a curious enthusiast, or just beginning your journey into the exciting world of model railroading, we’re here to ensure your experience is smooth, transparent, and truly enjoyable.

We offer one of the widest selections of HO scale model trains from premium European brands including Märklin, BEMO, ESU, HAG, Trix, and LGB, along with models in Z, G, and Scale 1. As one of the fastest-growing resellers in the Asia-Pacific region, we pride ourselves on competitive pricing, secure worldwide shipping, expert support, and high-quality packaging to protect your investments.

This FAQ covers everything you need to know about our ordering process, payments, shipping, and product availability — so you can shop with confidence and grow your collection with ease.

🛒 Ordering & Payments

• Q: Do I need to create an account to place an order?

  A: Yes, account creation is mandatory. This allows us to:
  

  
  
  • Track your purchases, order status, and delivery history — critical for high-value items
  • Ensure proper communication, especially when orders contain a mix of backorder, special order, or pre-order items
  • Calculate accurate shipping based on the actual weight and dimensions of your order for secure packaging. DHL Express and Fedex charge based on the higher of the volumetric weight and actual weight.
  
  

• Q: What is an Order Confirmation?

  A: When you place an order on the Thrilling Toyz website, you’ll receive an Order Confirmation email. Order Confirmation email includes the details of the order - the Brand, Article No, Article Name, Qty, Price and Amount in the attached file in Adobe Acrobat PDF file format. This confirms your intent to purchase the selected items — which may include products that are:

  
  
  • In Stock
  • On Backorder (awaiting restock)
  • Marked as Special Order (ordered upon request)
  • Or part of a New Item release (not yet available from the manufacturer)
  
  

  The Order Confirmation is not a commercial invoice nor a shipping confirmation — it's a record of the products you've selected and your agreement to proceed with the order. Once you receive an order confirmation, please check and confirm the details.
  
  For Special Order items we may request partial or full payment in certain cases before we source the item(s) from the manufacturer.

  
  
• Q: What is an Invoice?

  A: An Invoice is a formal commercial document issued by Thrilling Toyz to request payment for the items a customer has ordered. It includes the final pricing, applicable shipping charges, and relevant taxes or fees, if any.:

  
  
  • We’ve verified and confirmed that the items ordered are in stock and ready to ship
  • We’ve calculated shipping based on packaging dimensions and weight

  
  It serves as a legal request for payment and must be paid before the order is processed and dispatched. The invoice also serves as your official proof of purchase and may be used for customs clearance in the country of importation, warranty claims, or record-keeping.

  
  
• Q: What payment methods are accepted?

  A: We accept payments via bank transfer to our account in Singapore or credit card payments securely processed through PayPal.
  
  For high-value invoices, we may require payment by bank transfer due to the rising incidence of fraudulent transactions and chargebacks. This helps us maintain the security and integrity of our operations, especially when dealing with rare or limited-edition items.
  
  If you have questions about payment options or need assistance, feel free to contact us at orders@thrillingtoyz.com.

  
  

📦 Shipping & Delivery

• Q: Why is shipping not calculated at checkout?

  A: Because we take great care in packaging your order to prevent transit damage, we calculate shipping only after:

  
  
  • Confirming product availability
  • Finalizing total weight and dimensions of the parcel
  
  

  This ensures accurate charges and the safest delivery experience.

  
  
• Q: Will all items in my order ship together?

  A: Shipping is not calculated at the time of order confirmation because your order may include products with different availability statuses — such as in stock, backorder, special order, or pre-order items — which may not all ship at the same time.
  
  Additionally, we go to great lengths to ensure your products arrive in pristine condition. This requires us to carefully select appropriate packaging materials based on the actual size, weight, and fragility of each shipment. Once your order is packed, we calculate the final shipping cost and include it in your invoice. Please rest assured that we do not inflate shipping charges.
  
  We are fair and transparent in our shipping rates, always choosing the most economical and safest delivery method for your model trains.
  
  If you have any concerns about shipping costs, feel free to contact us at orders@thrillingtoyz.com for a shipping estimate — either before or after placing your order, as long as it's prior to invoicing.

  
  
• Q: Do you ship internationally?

  A: Yes! We offer worldwide shipping through our trusted logistics partners. Thrilling Toyz proudly serves customers across the Americas, Europe, Asia/Pacific, and select regions in the Middle East and Africa.
  
  Please note that shipping rates to certain countries in South America and parts of the Middle East/Africa can be significantly higher due to logistics network limitations. These rates are set by our shipping providers and are unfortunately beyond our control.
  
  We offer two delivery options:

  
  
  • Economical Shipping: via Singapore Post
  • Premium, Lightning-Fast Delivery: via DHL Express and FedEx
  
  

  At checkout, you’ll be able to select your preferred shipping method. Once your order is shipped, you'll receive an automated email with your tracking number and a direct tracking link from the logistics provider, so you can monitor your parcel in real time.
  
  If you have any preferences or questions about international delivery, please contact us at orders@thrillingtoyz.com. Kindly include your order number so we can assist you efficiently and promptly for any queries related to shipping options and charges.

  
  

🚦 Understanding Product Availability

• 🟢 In Stock

  Item is physically in stock and ready for immediate shipment from our warehouse.

• 🟡 Backorder

  Item has already been ordered from the manufacturer and will be in stock soon. You may place your order now, and we’ll invoice and ship it once it arrives.

• 🟠 Special Order

  Item is not regularly stocked by us. We will order it from the manufacturer after you place an order on the Thrilling Toyz website.
  
  A deposit may be required. Delivery times may vary, so please confirm availability with us before ordering to avoid any inconvenience.

  
  
• 🔵 New Item (Pre-Order)

  Item has been recently announced by the manufacturer. New items are typically released at the start of the year, and again during the year as part of their summer and autumn releases.

  
  
  • Manufacturer may take several months to more than a year before they deliver the new items.
  • Orders are fulfilled in the order received once we receive inventory from the manufacturer.
  • Many are produced in limited production runs, so we recommend pre-ordering early to avoid disappointment.
  • A deposit may be required to secure your pre-order.

  
  
• 🔴 Sold Out
  • No longer available from the manufacturer. These items cannot be pre-ordered. However, you can indicate your interest, and in rare cases, we may be able to source it from partner dealers and notify you if successful.

  
  

🔄 Returns & Refunds

• Q: What is your return policy?

  A: We do not accept returns due to change of mind. Model trains are highly valued collectibles, and many of our customers prefer to purchase items that are brand new and unopened.
  
  We encourage all customers to review product details carefully before purchasing to ensure the item selected meets your expectations.

  
  
• Q: What if I receive a Dead-on-Arrival (DoA) product?

  A: In the rare event you receive a product that is Dead-on-Arrival, we will gladly offer either:

  
  
  • A replacement unit of the same product, or
  • A full refund, including the original shipping cost

  
  To complete the return, we must first receive the original product back at our warehouse. All returns must include:

  
  
  • The original item
  • The manufacturer’s packaging and box, in the same condition as delivered

  
  Please note that DoA issues are extremely rare, as all items are inspected by model train manufacturers before dispatch. In certain cases, we may send a replacement before receiving the return — but this is done at our sole discretion.

  
  
• Q: How do I initiate a return for a DoA product?

  A: Please email orders@thrillingtoyz.com with your order number and a description of the issue. Return requests must be approved by our team before you ship anything back.

  
  
• Q: Will I receive a refund or store credit?

  A: After we receive and inspect the returned item, we will issue either:

  
  
  • A refund to your original payment method, or
  • Store credit, based on your preference and the condition of the returned item.
  
  

👥 Warranty, Service & Support

• Q: Do you offer wholesale pricing or B2B supply?

  A: Yes. If you're a retailer or institutional buyer, please contact us at info@thrillingtoyz.com with your business details.

  
  
• Q: How do I contact customer support?

  A: You can reach our team at support@thrillingtoyz.com. We're happy to help with product questions, order support, or sourcing rare items.