Frequently Asked Questions

For the most efficient support, we recommend using this dedicated support portal. Here's why:

• Faster, more reliable service. The portal allows us to assign your request directly to the best-equipped staff, ensuring you get a quick and accurate solution. When you use email, your request can get lost in the shuffle of order confirmations and other automated messages.
• Complete history of your request. The portal keeps a clear record of all communication, so both you and our team can easily track the progress of your issue from start to finish.
• Better follow-up. The portal ensures that your issue is properly handled, even if there are staff shift changes. Our team can seamlessly hand off your request to the next agent, without you having to repeat yourself.

We want to make sure your issues are resolved as quickly as possible, and the support portal is the best way to make that happen!

No, any account(s) you use to purchase from our retail website(s) are separate from the one needed for our support portal. You'll need to create a new account to submit a support request.

We understand this might be an extra step, but it helps us keep your information secure and ensures that our support team has everything they need to assist you efficiently. Your support portal account will let you track all your requests, view past conversations, and communicate directly with our team.

Of course, support portal passwords can be reset here.

If you've forgotten your password for our retail website(s), use the following link to reset it:

• TGauge.com - https://www.tgauge.com/customer?xCmd=fpshow
• TGauge.us - https://www.tgauge.us/customer?xCmd=fpshow

After using this password reset facility, we strongly advise that you change it once you successfully log in.

Yes, you can update your email address in your account settings once you are logged in.

No, you don't! You can check out as a guest if you prefer.

However, creating an account offers a few key benefits that make shopping with us easier and faster in the future:

• View order history. You can easily view the status of your current orders and access your full order history anytime.
• Faster checkout. Your shipping and payment information will be securely saved, so you won't have to enter it again on future orders.
• Manage everything in one place. Your account is the best way to see all your purchases, which can be helpful for returns or warranty claims down the line.

We designed our accounts to make your shopping experience as smooth as possible, but the choice is always yours.

If it's on our website and you are able to add it to your basket then yes, it is in stock for immediate dispatch.

If a product is on our website but shown as not in stock, don't worry - it will be back!

The short answer is - probably!

During checkout you'll see a "Country" drop-down selection - most countries are included in this. Any shipping charges and taxes are itemised once a shipping destination is entered.

As we are UK based, any orders for delivery in the UK will have UK V.A.T. applied at the current rate.

Any orders for delivery to destinations within the USA will be charged a 10% US Customs Tariff. Additionally, delivery charges to the USA include a £5 fee to cover admin charges levied by couriers for the collection of this Customs Tariff.

For orders delivered to all other destinations you, as the importer, will be liable for any and all import VAT / taxes / duties / tariffs / customs clearance / admin fees that may be due in the country of delivery.

We accept all major credit cards including Visa, Mastercard, American Express and Discover via our payment gateway - PayPal.

You can also choose to pay by Bank Transfer (BACS / IBAN) if you prefer - just select that option at checkout and our bank details will be included in your order confirmation email. Bank Transfers must be in Pounds Sterling (GBP). Payment in any currency other than GBP will be returned, less any fees incurred. Please use the order number as the reference for the payment. Your order will not ship until we receive payment.

Yes. When your order is dispatched, you will receive a notification email with a note of your tracking reference and a link to your carrier to enable you to follow your parcel's progress. If you can't see it there just submit a ticket here and we'll be happy to help.

Our model trains and accessories are not suitable for small children. Due to their extremely small size, many of our products contain parts that could be a choking hazard for young children, especially those under three years old.

In fact, most of our models are labelled as not suitable for children under 15 due to the very small, delicate parts and the complex nature of the models. We recommend our products for serious collectors and hobbyists who understand the care required for these tiny, intricate models.

Our support team is available 7 days a week. You can reach us by submitting a ticket through this support portal.

The method from the product page is: -

"When replacing these springs we recommend using the sharpest of tweezers, holding the spring by the top loop and locating it on to the chassis. Then by retaining the top loop using your finger/nail, use the tweezers again to gently stretch the bottom loop down and on to the bogie hook. Take care at this stage not to let the bogie fall otherwise the first spring may come adrift, and turn the chassis around to repeat the process for the other side. Make sure that the main spiral of the spring sits within the profile of the chassis and won't foul the loco body when this is replaced."

We use a Stanley knife as opposed to scalpel or craft knife as you want a blade that will not bend or be so sharp it will damage the chassis as you work. We're simply prising the body shell off slowly and gently - as is the way with all T Gauge.

This is a handy know should your cat also decide to play with your trains in the only way it knows how, by doing the gravity test ie knocking it to the floor, facilitating the need to replace any components of the locomotive such as the bogies or the springs.

Disclaimer: Please be aware that should you choose to attempt to repair or replace components of your equipment while it is still under warranty and cause damage, you may nullify the warranty.

Why not?

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