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1. Warranty Eligibility & Product Exclusions

  • Kato Unitrack & Accessories: Kato USA does not perform repair services on Kato Unitrack or track accessories. Items purchased new that exhibit factory defects may be replaced within the manufacturer’s warranty period, subject to proof of purchase (valid dated receipt or invoice).

  • Unauthorized Retailers & Platforms: Kato USA does not provide warranty repairs, replacements, or exchange services for products purchased through overseas retailers (e.g., Plaza Japan, Hobby Search) or third-party e-commerce platforms (e.g., Amazon, Walmart). Customers must contact the respective retailer or seller for support.

  • Non-US & International Models: Foreign-market models (Japanese and European prototypes) are ineligible for repair or warranty coverage due to part availability. Exceptions: The N-Scale Rhaetian Crocodile and 009 Small England models are eligible for service.

  • Third-Party & Legacy Production: Locomotives manufactured by Kato for third-party brands (such as legacy Atlas or Con-Cor models) are not eligible for repair services. Kato USA does not maintain replacement parts for these products regardless of any factory trademarks present.

  • Aftermarket Modifications (DCC & Sound): Kato USA performs service exclusively on locomotives with factory-installed DCC or sound, or installations completed directly by Kato USA. Products with aftermarket DCC or sound installations will be declined.

  • Kato Limited Warranty: Link to limited warranty.

2. Shipping, Delivery & Packaging Guidelines

  • Delivery Acknowledgment: Kato USA cannot individually confirm delivery of inbound shipments. Customers should monitor tracking details provided by their shipping carrier.

  • Packaging Requirements:

    • Products submitted for service must be shipped in their original factory packaging (including fuel tank inserts, nose supports, or steam tender foam where applicable) or equivalent protective packaging.

    • Items should be secured inside a rigid shipping box (padded envelopes are strictly prohibited) with ample cushioning material (foam peanuts, bubble wrap, or heavy paper) to prevent movement.

  • Transit Damage Liability:

    • Kato USA is not liable for loss or damage occurring during transit.

    • Products arriving with transit damage will be disqualified from warranty coverage, and standard repair charges will apply.

    • Note: Commercial carriers (such as UPS) generally do not honor insurance claims for delicate external detail parts or handrails.

3. Service Submissions & Documentation

  • Required Documentation: Every submission must include a clear, written or typed explanation of the requested repair, along with customer contact details. The print out generated from our website must be included in the box with the item to be repaired.

  • Proof of Purchase: Warranty claims require a legible copy of a dated sales receipt from an authorized hobby retailer or wholesaler. This can either be included in the box with the item to be repaired or uploaded to the website using the repair portal.

4. Fees, Payment Terms & Return Shipping

  • Sender Responsibility: The customer bears full responsibility for all inbound shipping, insurance, and packaging costs.

  • Warranty Repairs: Valid warranty repairs will be completed at no cost for parts or labor, and Kato USA will cover standard return shipping.

  • Non-Warranty Repairs:

    • Upon completion of non-warranty repairs, an itemized invoice will be sent via USPS mail. Payment is due immediately upon receipt of the invoice.

    • The customer is responsible for all return shipping and handling charges on paid repairs.

5. Right of Refusal & Policy Updates

Kato USA reserves the right to decline repair service and return product unserviced, at no additional cost to the customer, under the following conditions:

  • Missing written description of the issue or requested repair.

  • Discrepancy between the reported malfunction and the physical condition or behavior of the product received.

  • Products deemed damaged beyond economical repair.

By submitting a product (warranty or non-warranty) to Kato USA for service, you acknowledge and agree to the terms outlined above and authorize all applicable repair and return shipping fees. Terms and conditions are subject to change without prior notice.