Refund Policy

Most of American Loco products are made-to-order products – The product is made for your request. Each product requires a different treatment so the length of production time may range from 2 to 4 business days from the time the order was placed. Due to the nature of products manufacture, production may sometimes be delayed.

If you are unhappy with the items that you have received, please contact customer service FIRST by sending an email to support@americanloco.com. Merchandise returned to the manufacturer without contacting customer service will not be processed correctly.

Returns & Refunds (if applicable)

It is very important that you read the description of each item before you place your order. It is also of equal importance that you provide us with your correct information before you finalize your order.

At this time, we do not accept returns for any reason. If you wish to make a correction on your order, please contact customer service within 24 hours from the time you submitted your order form. We normally send your order information immediately to production facility but if you contact us within the indicated time frame, we will still be able to make your requested amendments.

100% Money Back Guarantee Terms & Conditions

If we sent you the wrong order, kindly let us know as soon as possible so that we can send you the correct item. In the instance of our error, you do not have to return the item. You can keep it!

On the other hand, if the product arrived damaged (photos of the damaged product will be necessary) or got lost in the shipping process, we will offer you a replacement or a refund. 

You must email Support@AmericanLoco.com first and describe the problem.

Cancellations

Please place your order carefully. You must contact our support should you wish to cancel your order. Our CS staff will try to intercept the order before it goes into production. However we do not guarantee we will be able to do so.

Shipping

We use the standard shipping method of 15 - 35 business days from the day the item was released from production. The shipping fee will be included in your final bill, unless it was waived due to some promotion. Shipping fee is non-refundable and it will be deducted from the cost of refunded store credits, if you are eligible to receive such credits.

Shipping and Delivery

At this time, American Loco ships merchandise to locations within the United States and U.S. territories. We also ship to Australia, Canada, Germany, New Zealand, Spain, Italy, France, Belgium, Netherland and United Kingdom. The risk of loss and title for all merchandise ordered on this Web site pass to you when the merchandise is delivered to the shipping carrier and appropriate tracking number issued for the package.

 

American Loco staff will do it's best to help resolve any issues, and achieve total customer satisfaction.

 

FAQ

I got the wrong product. How can I get my correct order?

In the event of a wrong order, please contact Customer Service at support@americanloco.com. We will ask you to take a picture of what you have received for verification purposes. We will then check our records to verify your claim. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us.

I received a defective or damaged product. What do I do?

Please contact Customer Service at support@americanloco.com. We will ask you to take a picture of what you have received for verification purposes. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us. You will be given store credits, equivalent to half the amount you paid, if we made a mistake and you declined our offer to send you the correct item.

I entered the wrong address information. Can I still correct it?

We can try to make corrections to your order within 24 hours from the time that you submitted your order form. If you request for the corrections after 24 hours, we will no longer be able to update it on our end. You will then have to wait for your order to be shipped to you. If the address is completely different, American Loco can decline your request due to fraud.

I just made an order but I changed my mind and I'd like to cancel it.

Please order carefully. You should contact us in the first 24 hours since placing your order, we will do our best to help you out and cancel your order if possible. Please contact Customer Service at at support@americanloco.com.

I made an order 3 days ago and since it hasn’t been shipped yet. I'd like to cancel it.

Please know that all our products are made-to-order. Orders are sent to production within 24 hours from the time they are placed. After 24 hours, we can no longer try to cancel your order. Please bear in mind that production time may take 2 - 4 business days but delays may occur during holidays.

What's the ETA of my order?

An ETA can only be provided when your order has been released from production and transferred to the courier. The current turnaround time for production is 2 - 4 business days plus 15 - 35 business days for shipping.

I received the shipping notification but I still haven't received my order.

Please contact the shipping company to check on your order. The tracking number is provided in the shipping notification that you have received. If your package was lost in the mail or missing, then contact customer service at support@americanloco.com, and we will try to help find the order for you.