Effective date: September 30, 2026
This policy applies to purchases from Prototype Couplers Limited Co. (“Prototype Couplers”), a small model railroad business in Vermont. For questions about an existing order, email orders@prototypecouplers.com. For help choosing or buying a product, email sales@prototypecouplers.com.
Ordering and payment
Please check the product code, pack quantity, shank type, and any finishing options before ordering. Review the order total, shipping charge, and any applicable taxes before completing payment.
Online payments are handled through PayPal. In-stock items can be purchased through the website’s PayPal checkout. For preorders, we send a PayPal invoice when the order is ready to dispatch and ship after payment is received.
Blackening
If the blackening quantity does not match the couplers to be blackened, we will contact you to confirm and correct the quantity before fulfilling your order.
Processing and delivery
In-stock orders typically dispatch within 1–5 business days after payment, depending on our current workload. Delivery time is additional and depends on the destination and delivery service.
We ship worldwide. Shipping is a flat $10 nationwide within the United States and $35 internationally, in U.S. dollars. If actual international postage costs less than $35, we may issue a partial refund of the shipping charge. Shipping charges are shown at checkout or on your invoice.
We use GlobalPost Economy for international shipments. Import duties and taxes are the buyer’s responsibility and are not included in our $35 shipping charge. Customs or carrier handling fees may also apply. Charges and collection arrangements vary by destination; please check with your local customs authority or delivery carrier for details.
If we cannot dispatch within the time stated, we will notify you of the delay and provide the required choice to agree to the revised shipping date or cancel for a refund. Where consent is required and not obtained, we will cancel and refund the unshipped portion of the order as required by law.
Preorders
Items offered as preorders will be identified before you place an order, with the expected dispatch timing stated where available. Payment is not taken when you place a preorder. We send a PayPal invoice when your order is ready to dispatch and ship after payment is received. You may cancel a preorder any time before dispatch under the cancellation policy below. For preorder questions, changes, or cancellations, email preorders@prototypecouplers.com with your reference number.
Changes and cancellations
You may cancel your order any time before it ships for a full refund of the amount paid. Email orders@prototypecouplers.com with your name and order or transaction number to request a cancellation. Contact us as soon as possible if you need to change your shipping address or an item in your order.
Once an order has shipped, please follow the return instructions below.
Returns
We accept returns for any reason, including opened or assembled kits. Please email orders@prototypecouplers.com within 30 days of delivery with your order details and the items you would like to return. Contact us before mailing anything back so we can provide return instructions. We may consider requests outside this window on a case-by-case basis. There is no restocking fee.
For change-of-mind returns, you pay the return postage, and the original shipping charge is normally nonrefundable unless applicable law requires otherwise. We cover return postage for items that are faulty, damaged on arrival, or incorrect. If you return the whole order because of a fault or our error, we also refund the original shipping charge.
Damaged items and missing or incorrect parts
If an item is faulty, arrives damaged, is incorrect, or is missing a component, please email orders@prototypecouplers.com with your order details and a description of the problem. Photos can help us identify the issue. Keep the packaging while we arrange the appropriate next step.
For missing or defective small components, we can usually send replacement parts without requiring a return. Email support@prototypecouplers.com so we can arrange the appropriate replacement or refund.
Refunds
We issue refunds for returned items through the original payment method within 5 business days of receiving the return. We will confirm the amount and when the refund has been issued. The time for it to appear in your account depends on the payment provider.
Assembly support
If you need help with assembly or installation, email support@prototypecouplers.com before discarding any parts.
If you lose a ball or spring during assembly, email support@prototypecouplers.com. We will send replacement balls and springs free of charge, including postage.
The 30-day return window does not limit any additional rights you may have for faulty goods. Nothing in this policy limits your rights under applicable consumer law.