Support

Shipping timeline: We typically ship items as per the below schedule. Time is calculated from the day we receive full payment of the order. Please note that the shipping timeline is just an estimate and is not a guarantee, shipping might be delayed for reasons beyond our control.

In-stock items: Within 3 business days

Kits and accessories: 14 business days

Made to Order: 75 business days

Pre-order: As communicated in the pre-order notes. Also, please refer to our Pre-order policy for more details as pre-order delivery timelines are NOT guaranteed.

Custom projects: As communicated.

Expected Delivery Timelines:

Typical delivery time from the date of shipping can be expected as below:

Indian customers: 7-10 days from the date of shipping

International customers: 15-90 days from the date of shipping

Please note: Delivery time may vary depending on the postal services, time spent in the customs hold for international customers, and shipping delays due to unforeseen global supply chain issues. You can also expect additional time for remote areas and unexpected weather conditions. None of the above factors are within the control of PMW and we suggest you work with your local contact at the postal service /customs service to clear your item using the tracking ID that is provided for each shipped order.

Shipping charges on purchase.

Shipping charges are calculated based on the destination, the weight of the overall order, and selected services. These options will be available to you while ordering and will vary from product to product. You should consider the shipping rates shown at the time of check-out to be final.

If you are given multiple choices for shipping for different carriers, then the shipping charges will be as per your selection.

Customs and Tax:

Customers in India: For all purchases, a GST bill will be provided to you and the customers are not required to pay any additional charges apart from what is mentioned in the invoice at the time of delivery.

International Customers: No GST will be levied on your purchases, however, you are responsible to pay all customs duty and local taxes as levied by the authorities in the destination country. Please note that PMW neither takes any accountability of customs and taxes levied by any foreign countries, nor is responsible for any procedural matters, restrictions or ruling by other countries' authorities. If there is any dispute about customs charges, restrictions and procedures of the customs clearance process, the customer is required to coordinate with either the local customs officials directly, or the representative of the carrier to clear the matter.

IN THE EVENT THE CUSTOMER REFUSES TO PAY CUSTOMS CHARGES AND COOPERATE WITH LOCAL AUTHORITIES, PMW will not be providing any refund or replacement. If the item is returned to PMW due to non-payment of the required customs duty/non-cooperation of the customer with local authorities, the cost of return as well as additional shipping charges to send the item back will be billed back to the customer.

Shipping Damage claim:

Effective November 2024, NO SHIPPING DAMAGE CLAIM WILL BE ACCEPTED UNLESS A COMPLETE, UNEDITED UNBOXING VIDEO IS PROVIDED AS A PROOF. The video must have one continuous shot of the recipient opening the packaging box, removing the protective clear cover, opening the product box, opening the product packaging and demonstrating the damage.

Drop us an email with your order id and the video proof of shipping damage at info@precisionmodelworks.co.in  within 2 days of the date of delivery. Our team will help you with your queries and resolve them at the earliest.

Return and Refund:

Precision Model Works products are made-to-order, and we reserve the right to refuse any returns on products that have been produced explicitly for the customer. 

We primarily have a NO REFUND policy unless a specific arrangement is made before purchasing the product.

Each return is considered on a case-by-case basis. 

In case you received the wrong item:

Drop us an email at info@precisionmodelworks.co.in within 3 days of the date of delivery. Our team will resolve it at the earliest.

In case you need to cancel your order before it has been dispatched:

You can cancel an order within 24 hours of placing the order. Your refund will be processed within the next 5-7 business days. Since we make your model after the order is placed and we incur cost, no order cancellation or refund will be provided after the first 24 hours of placing the order.

In case your order is marked delivered but not received by you.

Drop us an email at nfo@precisionmodelworks.co.in  within 3 days (72 hours) of the date of delivery. Our team will resolve it at the earliest.

We do NOT accept returns or refunds for the following under any circumstance:

• Items that are on sale/discounted
• Free gifts
• Special runs and one of a kind custom orders

The customer understands that a 'pre-order' or a 'booking' for a model train item is essentially paying for the product in advance, in full or in part, as per the options provided by Precision Model Works LLP ('the firm') for a particular product. The customer understands that the items are NOT IN STOCK at the time of placing this order and will take considerable amount of time for the firm to complete the production and dispatch the items. With this understanding, the customer agrees to the following:

• The estimated delivery/dispatch time is what it says - 'an estimate.' While the firm will do everything in its power to ensure the production concludes on time and the customers who have placed 'pre-orders' receive their items before the items are released for retail sale, the firm neither guarantees nor warrants that it will be able to meet those timelines. Model Train production is a complex process with many variables and at times there might be instances where delays are not within the control of the firm. Under those conditions a delay might be inevitable and the customer understands and agrees to 'wait' till the completion of the project.
• The firm will be responsible to inform the customers who have placed a 'pre-order' or 'booking' of any potential delays and provide a revised timeline to the best of its ability.
• The advance/booking amount paid (either in full or in part) is NON-REFUNDABLE. The customer understands that in the event of any delay the advance cannot be claimed back, and the firm is under no obligation to refund the amount or pay any interest whatsoever on the booking amount for any unforeseen delays in the project.
• Customers who opt for a payment plan understands that the full payment must be completed on or before the last day of the payment OR before the order is dispatched (for which the firm is responsible to notify the customer in writing), whichever is earlier. In the event the customer is not able to complete the payment, a request can be made to the firm to provide a grace period and the firm at its discretion might provide a grace period of up to 15 days.
• In the event the customer is not able to complete the payment even after providing the grace period, the customer understands that the non-refundable booking amount will not be returned to the customer and his 'pre-order' will stand cancelled and the product that he has booked can be sold to another customer. However, the firm, at its discretion, will consider providing the customer with another product equal to the booking amount paid, or provide store credit for future use.

By placing this order and making the payment, the customer agrees to the above terms and conditions. If the customer is not comfortable with any of these terms and conditions, the firm strongly recommends to refrain from placing the 'pre-order'/booking and wait for the production to complete and purchase the product on retail.

PMW Limited Warranty