Before dialing, 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?
3. Was it purchased within the last year? If not, then we recommend taking it to your local Authorized Service Station. (Locate Authorized Service Station)
4. Do you have a receipt? (The 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?
Phone: 586-949-4100 or 800-454-6635
Lionel Customer Service Representatives (CSR’s) are available Monday through Friday 9 a.m. to 5 p.m. ET to answer general questions regarding products and services offered by Lionel.
When calling Lionel Customer Service, please note extensions 9105 and 9106 are no longer valid extensions and will only delay you in reaching our staff.
TalkToUs@lionel.com or (Click Here)
Attn: Customer Service
6301 Performance Drive
Concord, NC 28027
THANK YOU FOR REACHING OUT TO LIONEL CUSTOMER SERVICE; WE
APPRECIATE YOUR CONTINUED INTEREST IN OUR PRODUCTS AND BRAND AND VALUE OUR
FOR MORE INFORMATION AND THE MOST CURRENT UPDATES REGARDING
LIONEL, PLEASE FOLLOW US ON SOCIAL MEDIA
Facebook: @Lionel Trains
YouTube: @Lionel Trains OR
BASED ON THE NATURE OF YOUR INQUIRY, THE CUSTOMER
SERVICE GROUP WILL COMMUNICATE WITH THE APPROPRIATE INTERNAL DEPARTMENT.
UNFORTUNATELY, WE ARE UNABLE TO ANSWER ANY QUESTIONS OR SHARE SPECIFICS
REGARDING FUTURE PRODUCT LAUNCHES AND OFFERINGS AS THESE ARE CONSIDERED
CONFIDENTIAL UNTIL OUR PRODUCT AND MARKETING TEAMS RELEASE THEM.
FURTHER, IT IS LIONEL’S POLICY THAT WE DO NOT SOLICIT FOR OR
ACCEPT ANY UNSOLICITED PRODUCT IDEAS OR SUGGESTIONS INCLUDING ANY CONFIDENTIAL,
SECRET OR PROPRIETARY INFORMATION. If you provide to us anything,
including all ideas and suggestions, you agree that what you provide is neither
confidential nor secret, that it may be freely used by us and others in any
manner and for any purpose, that it neither infringes the rights of anyone else
nor uses anyone else’s confidential information, and that you are providing it
freely and with a royalty-free, perpetual, irrevocable, transferable,
sub-licensable, worldwide, non-exclusive right and license to use, reproduce,
edit, modify, enhance, adapt, publish, translate, create derivative works from,
distribute, perform, and display it, and to incorporate it in other things and
works in any form, media, or technology now known or later developed.
If you have a simple suggestion about a product, we will
forward it to our Product Development department. If you have a more
involved "product idea" that you are wanting to formally suggest to
Lionel, you will need to first have your idea patented, to protect yourself and
Lionel. Then contact us and we will send to you a packet of information
that will explain to you how to formally send us your idea. Please know
that we only accept ideas for trains, no other types of toy products.
be aware you will only get an additional response if we have further questions
or clarifications on your submission.