While KATO models are manufactured to the highest quality standards, occasional issues or unforeseen damage may occur. KATO USA provides repair and warranty services to address such matters. Please review the following information carefully before submitting your item for service.
If you have the technical skills to work on your own locomotive at home, we encourage you to check out our online parts store. Here you will find a vast selection of pieces used for your N and HO Scale locomotives. Another option is to inquire your local hobby dealer, some dealers offer repair services in house.
In the event that repair services are not available locally, consumers can send their KATO locomotives or rolling stock to KATO USA for repair. Replacements will NOT be offered unless the product is deemed to have a manufacturing defect and is considered “unrepairable” by our technician and is within KATO’s manufacturing warranty period. Warranty does not cover user error, this includes dropping the locomotive or handling it incorrectly.
*Please note that we do not repair any KATO UNITRACK items or accessories. If a piece of KATO UNITRACK is purchased new and is found to have a factory defect, it can be replaced within KATO’s manufacturing warranty period with proof of purchase (receipt, invoice).
*We do not offer warranty repairs or exchanges for products purchased through overseas dealers (Plaza Japan, Hobby Search, etc) or through e-commerce platforms such as Amazon or Walmart. You will need to contact their support services for service or exchange.
*Non-US items are not covered for repair or warranty. We do not keep stock of Japanese or European parts. (Exceptions are the 009 Small England and N-Scale Rhaetian Crocodile, these are eligible for repair).
*We are unable to repair older locomotives which were produced by KATO but sold under different manufacturers. Some older locomotives by Atlas and ConCor may include KATO’s factory mark but we do not have parts for any of these locomotives.
Step One – Write Us a Note:
- Included with the item you are sending in for repair please write us a note with the following information:
- A brief description of the issue you are experiencing, and whether you are making a request for Warranty service or for Standard repair service (please see our warranty page for details on what can be considered for Warranty service).
- If submitting a warranty repair, please also include a proof of purchase such as a sales receipt with a printed purchase date.
- Your complete name, mailing address, and phone number information. Also include an e-mail address if you’d like to be contacted through this method.
Step Two – Mail us your repair:
- 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.
- We are unable to directly acknowledge delivery of your parcel to us. Please refer to your tracking information for confirmation.
- 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) thuroughly 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. Naturally, our workload is considerably less in the Summer & early fall than in the Winter and early spring. 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.
- As of 2/20/2024 KATO USA no longer accepts foreign trains for repair.
Repair Cost:
Items that are sent in for repair that are not qualified for warrantee service will have a service charge based on the following chart (applicable to both N & HO items): NEW PRICES EFFECTIVE DECEMBER 10th, 2024
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For all non-warranty repairs, an invoice for repair will be issued upon completion of the repair and payment is expected upon completion. The invoice will be mailed to you by USPS.
Products that are returned to us that ARE within KATO’s manufacturing warranty period and are presented with a valid manufacturing defect (see our Warranty info), will be repaired at no cost to the sender.
A copy of a receipt from a hobby retailer or wholesaler MUST be sent along with the product to be considered for Warranty repair.
Repairs that are sent in for either DCC or Sound installed locomotives will ONLY be repaired if they were installed by Kato USA. Kato USA will not accept repairs for after-market DCC or Sound installations.
Shipping Information (Both to and from Kato USA):
- For both warranty and non-warranty repairs, the modeler is responsible for all charges and packaging responsibility in mailing items to Kato USA
- Items being shipped to Kato USA for repair MUST be sent in their original packaging, or shipped with packing material such that no shipping damage will occur in transit to Kato USA.
- Any product incurs damage during transit to Kato USA will NOT be covered by Kato USA.
- Product that is received by Kato USA with shipping damages that have a claim of a warranty repair will NOT be considered a warranty repair and charges will apply.
- For paid repairs, the customer will be responsible for paying shipping charges for the return of their item.
- For warranty repairs, Kato will pay the cost of return shipping.
Repair Refusal:
- While it is unfortunate, Kato USA reserves the right to refuse any product returned to us for repair in the following cases:
- If the item is submitted without a typed or written description of repair(s) needed.
- If the item is received not “as described” in the written description of the malfunction.
- If the item has been damaged beyond economical repair.
- Refused products will be returned to you without repair at no cost to you.
Note that by submitting any product to Kato USA for repair, both warranty and non-warranty, you agree to pay any charges that Kato USA issues for such repair. These terms and conditions are subject to change at any time without notice.
Thank you for your cooperation and understanding, as well as your support of KATO Precision Railroad Models and UNITRACK products.