Contact Us
By Mail
Lionel LLC
Customer Service
26750 Twenty-Three Mile Road
Chesterfield, Michigan 48051-1956
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
Fax: 586-949-5429
Customer service representatives "CSR's" are available Monday-Friday 10am to 12pm and 1pm to 5pm EDT to answer general questions regarding products and services offered by Lionel.
The Technical assistance "Technicians" are available Monday-Friday 10am to 12pm and 1pm to 5pm EDT to answer technical questions regarding specific Lionel products that require service.
When calling 586-949-4100 please follow the prompts from the auto-attendant. The previous extensions of 9105 and 9106 are no longer active for customer service extensions.
To reach the Lionel Railroader Club please dial extension 9104.
Lionel RailRoader Club - Frequently Asked Questions:
How do I contact the Lionel RailRoader Club?
The Lionel RailRoader Club representatives are available for questions regarding club membership and club related orders, products or service. We can be reached at (586) 949-4100 X9104 Monday through Friday from 8:30 AM - 4:30 PM.
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 Value Added 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 Value Added 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 Value Added Dealer network. If the item you are looking for is not in the store, please contact one of our Value Added 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?
Please review your warranty information that was enclosed in your product. We can be reached at (586) 949-4100 X9105 for Customer Service, Monday through Friday from 10:00 AM to 5:00 PM or for Technical Service (586) 949-4100 X9106 Monday through Friday from 10:00 AM to 5:00 PM. Please note both departments are closed during the noon hour from 12:00 to 1:00 PM.
How do I obtain non-warranty repair service and/or parts for my older Lionel product?
Product that is no longer within its warranty period can be repaired by one of our over 350 authorized Lionel service stations around the country. They also carry a wide variety of older product replacement parts for purchase. To find one call 1-800-4-Lionel or see the dealer and service station listing on our web site at www.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?
All of our current instruction manuals are listed on our web site under the “Customer Service” heading. They are available in a printable format.
How can I purchase replacement parts for my current Lionel product?
The service parts that are available are listed on our web site under the “Customer Service/ Replacement Parts” heading. A “parts order request” can be processed online, faxed, or mailed. Please review that portion of the web site for details and information. The list of parts is updated regularly and can be viewed under the “Service Parts Price List” heading as well.
Shop Online 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 “Shop Online” we offer an array of train product. The web store is designed to complement our Lionel Value Added 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 (586) 949-4100 X9104 Monday through Friday from 10:00 AM to 12:00 Noon and from 1:00 PM to 5:00 PM. Thank you.
K-Line by Lionel Questions:
Where can I purchase K-Line by Lionel products:
K-Line by Lionel products are available though all Authorized Lionel Value Added Dealers. To find a dealer near you call 1-800-4LIONEL or consult our Dealer Locator.
What products will K-Line by Lionel produce in the future?
The 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.
Can I get service or purchase parts of older products produced by the former K-Line Electric Trains?
Lionel will not be able to provide warranty service or parts for products produced by the former K-Line Electric Trains. We do not have any information on design, production or service of these older items. Parts and Non-warranty service for former K-Line Electric Trains products are available from Brasseur Electric Trains. You can reach them by phone, 989-793-4753 or email.
How do I obtain service on my new K-Line by Lionel products?
Any item manufactured as K-Line by Lionel will hold the Lionel one-year warranty. Please contact us regarding your service question. We can be reached at (586) 949-4100 X9105 for Customer Service, Monday through Friday from 10:00 AM to 5:00 PM or for Technical Service (586) 949-4100 X9106 Monday through Friday from 10:00AM to 5:00PM.
Other - Frequently Asked Questions:
How can I contact Lionel?
Our Customer Service representatives and technicians are available to answer train related questions. We can be reached at (586) 949-4100 X9105 for Customer Service, Monday through Friday from 10:00 AM to 5:00 PM or for Technical Service (586) 949-4100 X9106 Monday through Friday from 10:00 AM to 5:00 PM. Please note both departments are closed during the noon hour from 12:00 to 1:00 PM.
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.
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.
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