Repair Form - Kato USA Online Store

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1. Select Repair Type

Please Select the type of repair you are submitting. If you submit a warranty repair a proof of purchase is required before you can submit.

Repair Type:*

Standard Non-Warranty Repair

Warranty Service Repair

Send Proof Of Purchase Via:*

By Mail

Digital Upload

Proof of Purchase*

Accepted file types: jpg, png, pdf, Max. file size: 5 MB.

Proof Of Purchase Terms:*

I Understand The Limited Warranty Terms & Conditions

Click here to read terms and conditions

2. Describe The Issue

In detail please describe the issue, and include any helpful images/videos of the issue occuring.

Item Needing Repair:*

Description of issue:*

Files Upload:

Drop files here or

Accepted file types: jpg, jpeg, png, mp4, pdf, Max. file size: 15 MB, Max. files: 10.

3. Your Information

Please fill out your contact information here. If you are logged in your information will automatically fill in, please confirm that this information is correct.

First Name:*

Last Name:*

Email*

Phone

Street Address:*

City:*

State:*

Zip:*

Shipping To Us

Send KATO product(s) only to KATO USA, Attn: Repairs, 100 Remington Road, Schaumburg, IL 60173 USA
We recommend that modelers utilize a delivery means by which your parcel can be INSURED (in the event of damage) and “TRACKED” (in the event of the parcel being lost). Examples of such means would be United Parcel Service, Federal Express and Insured Mail. Naturally, other shipping means are also available.
If possible, place the model in its original packaging. Most N and HO scale locomotives include support pieces that fit under the fuel tank, in front of the nose, and/or above the tender for steam locomotives – these will prevent the locomotive from shifting inside the case and being damaged in transit.
Please be sure to properly and completely pack your product(s). We highly recommend the use of a box and not a padded envelope. Please cushion the item(s) thoroughly using foam peanuts, bubble wrap, or newspaper. Finally, give the packed box a gentle shake to ensure nothing inside is moving around. If the contents are still shifting inside the box, please add more packing material before sending. Kato USA is not responsible for damage caused to models during shipping. Additionally, UPS will not pay for damaged handrails or detail parts.
Be sure to include the note with your contact information, repair(s) needed, and a dated sales receipt in the case of Warranty Repair requests.
Our turn-around time is largely dependent on the volume of work in-house at the time of arrival. All repairs are handled on a “first come, first served” basis. As of January 1st, 2026 current turn-around time for a repair is 6-8 weeks once the item is received.