Attn: Customer Service
6301 Performance Drive
Concord, NC 28027
By Phone or Fax
Before you call, take a moment to view the simple checklist below and have the answers to these questions readily available. It will help us to serve you quickly and efficiently.
1. What is your product number(s)?
2. Where was it purchased (s)?
3. Was it purchased within the last year?
If not, then we recommend taking it to your local authorized Service Station. (Locate Service Station)
4. Do you have a receipt?
(Your receipt is your proof of warranty)
5. Are you running your train in command control or conventional?
6. Have you tried to reprogram your engine? (Click Here For Programming Guide)
7.Have you performed any diagnostics? If so, what have you checked?
By Phone or Fax
Phone: 586-949-4100, ext. 2
Lionel Customer Service Representatives (CSR’s) are available Monday through Friday 9am to 5pm EDT to answer general questions regarding products and services offered by Lionel.
When calling Lionel Customer Service at 586-949-4100 please follow the prompts on the phone to reach the service department. Extensions 9105 and 9106 are no longer valid extensions and will only delay you in reaching our staff.
To contact the Lionel Railroader Club please call 586-949-4100 and dial extension 2 when the auto attendant answers.
General Product Questions - Frequently Asked Questions:
I have a question about product that will be offered in the future?
Unfortunately the Lionel Marketing Department cannot share plans for future product. We apologize but because of the nature of our business, future product is made official at the introduction of a new catalog.
How do I find out the value of my vintage Lionel trains?
Lionel does not set the value on vintage trains. You could contact Kalmbach Publishing and order a Greenberg Pocket Price and Rarity Guide to obtain the information you are requesting. Please call 1-800-533-6644 to obtain a copy or go to their web site www.kalmbachbooks.com.
How do I purchase/sell my older Lionel product?
Lionel LLC is a manufacturer of new train product. We do not engage in buying or selling train product in the secondary marketplace. If you want information on such items, we would recommend visiting a local flea market, train meet, or dealer in your area.
How do I obtain information on my older Lionel product?
As a manufacturer of current trains, we do not have a historical department available to research specific consumer questions concerning older products. You would need to obtain a product number and research it through older catalogs. Additionally, you could obtain a “Lionel Price and Rarity Guide” from TM Books and Video by calling 1-800-892-2822, or a “Greenberg’s Pocket Price Guide” by calling 1-800-533-6644. Both of these companies can prove to be a valuable source of information.
Purchasing Product - Frequently Asked Questions:
How do I locate an Authorized Lionel Authorized Dealer?
In order to find a dealer in your area, please call 1-800-4LIONEL. They will ask for your area code and the first 3 digits of your phone number. They will give you the Dealers closest to you or the area code that you provide. Please have pencil and paper handy to record the information. You may also go to the Dealer Locator listed on our website at www.lionel.com.
Where can I purchase Lionel products?
If you are looking for current product to buy, please contact one of our Lionel Authorized Dealer dealers at 1-800-4 Lionel or see our dealer listing on our web site at www.lionel.com We also have a web store that carries a limited array of products to complement our dealers.
Can I buy products directly from Lionel?
Through our Web store located on our web site at www.lionel.com we offer a limited array of train product. The web store is designed to complement our Lionel Authorized Dealer network. If the item you are looking for is not in the store, please contact one of our Lionel Authorized Dealers by calling 1-800-4Lionel or visit the dealer section on the web site to locate a dealer near you.
How do I obtain service/information on other “Lionel logo” products?
Lionel has a number of Licensee vendors that produce everything from watches to banks to bed sheets. These Licensees are not owned by Lionel LLC. They are private companies and must be contacted directly by you if you have any problems with products they produce. To contact the company that offered this licensee product, please review the paperwork that accompanied your product. The company’s name should be listed there. You can also view our website for the list of Lionel licensee products. We are happy to forward any comments you might have about these companies to the proper individuals in our Marketing department. However, we cannot give refunds, replace or repair these licensee items.
Service/Repair - Frequently Asked Questions
How can I obtain warranty repair service?
Lionel products come with a one year warranty from the date of purchase, by the original buyer/purchaser. Specific warranty details can be found on the last page of each instruction manual included with each product. To obtain warranty service please contact Lionel Customer Service at 586-949-4100, ext. 2, follow the phone prompts to reach Customer Service. Lionel Customer Service is available Monday through Friday 9am to 5pm EDT. You MUST contact Lionel Customer Service to obtain a Return Authorization (RA) Number before sending any item to Lionel. You can also email Customer Service at TALKTOUS@LIONEL.COM.
How do I obtain non-warranty repair service and/or parts for my older Lionel product?
Product that has exceeded its warranty coverage period are considered “charge repairs” or “non-warranty” repairs. Non warranty repair service can be obtained by contacting Lionel Customer Service at 586-949-4100 (follow the phone prompts to reach Customer Service) or at any of our Factory Trained Authorized Service Stations across the United States. A complete list of Factory Trained Authorized Service Stations can be found on-line by clicking here: Service Station Locator. You MUST contact Lionel Customer Service to obtain a Return Authorization (RA) Number before sending any item to Lionel. You can also email Customer Service at TALKTOUS@LIONEL.COM.
Are the train items that I purchased from other companies compatible with Lionel products?
Lionel products are designed and manufactured to operate with other Lionel products. We cannot guarantee the reliability compatibility or performance of other manufacturers products when used to operate, or in conjunction with, Lionel equipment.
I am building a layout and need information on how to proceed?
If you are looking for ideas on how to construct a layout, please visit your local hobby store to get a book specifically designed to help people building layouts. You may also be able to find information by searching the internet. Additionally, you can find some layout configuration suggestions in the "getting started" section on our web site.
How do I obtain a copy of my lost or missing instruction manual?
Our website contains a vast array of owner’s manuals from the last several years. You can download any product manual from http://www.lionel.com – Customer Services – Resources – Owner’s Manuals. Simply enter the product number or description of your product in the text field and click “search”. Printed copies of the manuals are available in many instances, for a flat fee of $10.00 per manual. To obtain an original manual please contact Lionel Customer Service at 586-949-4100, ext. 2 Monday through Friday 9am to 5pm EDT.
How can I purchase replacement parts for my Lionel products?
Lionel Customer Service has over 80,000 plus parts in stock everyday! Most all of these parts are visible on-line at http://www.lionel.com – customer services – replacement parts. Simply enter the product number of the product you require parts for OR all or part of the part number and click the “search” key. Every part in our inventory has its own photo for your reference! The site is designed as a shopping cart with on-line check out. All part orders ship in less than 24 hours with 100% order accuracy! Please remember to exclude any dashes (-) in part numbers when searching for parts! You can also watch the video tutorial on searching for Lionel service parts.
LionelStore.com Questions - Frequently Asked Questions:
How do I purchase product on your website?
Through our Web store located on our web site at www.lionelstore.com or under the heading “LionelStore.com” we offer an array of train product. The web store is designed to complement our Lionel Authorized Dealer network. If the item you are looking for is not in the store, please contact one of our dealers by calling 1-800-4 Lionel or visit the dealer section on the web site to locate a dealer near you.
How do I contact you if I am having a problem with my online order?
Please contact us regarding your question. We can be reached at 800-628-6202 in the U.S. Monday - Friday, 9 a.m. - 5 p.m. Holiday hours may vary.
Other - Frequently Asked Questions:
How can I contact Lionel?
Lionel Customer Service is available Monday through Friday 9am to 5pm EDT. We can be reached at (586) 949-4100, ext. 2. Please follow the phone prompts to reach Customer Service. Our Customer Service Representatives are available to answer questions regarding Lionel products and obtaining both warranty and out of warranty service on Lionel products.
How can I obtain a catalog?
To order our current catalog packet, please call (586) 949-4100 and choose option 6 from the phone menu. Then leave your name and address on the voice mail, after the prompt.
We will process your request for a catalog. Please allow several weeks for shipping and handling. Only the current catalog would be available, previous volumes are available for viewing under the “Product Section” of our website.
My Lionel Account Question
Happy Railroading from Lionel!
Please understand that the above groups are not able to answer product marketing questions. They cannot discuss product marketing issues such as when a product, not yet in a Lionel catalog, will be offered, etc. Customer Service individuals do not know the answers to these types of marketing questions. Questions that concern Lionel marketing of product, etc. are company private issues and are not shared with individuals outside the executive and marketing areas of the company.