Frequently asked questions

So you can get a good overview quickly and easily, here you will find the answers to frequently asked questions about the ROCO model railway. We hope that you can get the answers to your questions and solve your problems on your own with the help of this overview. This way, you help to ease the daily workload of our service staff and ensure that we can respond even more quickly to your specific questions addressed to us by e-mail or telephone.

In case of further question, please use our contact form.


If you are looking for information about our Z21 control system, you can find it on Z21 questions and answers
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General Information (8)

April 19, 2022
  • How do I find my model?

    By entering the complete operational number of your model in the request field of the ROCO service page, you can, in most cases, already find the desired model on your own. If you get a “locomotive body” as a search result, you will find the model number ...
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  • Where can I complain about an item?

    Sadly, complaints cannot be received and processed directly.In such cases, it is preferable to contact the specialist dealer from whom the item concerned was purchased in case of a complaint.However, please observe the duration of the warranty. This is va...
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  • Can I purchase original packaging for my model?

    Original packaging is not available as a procurable spare part.However, you can find universal packaging in our range. You can find it under the following link:Packaging sizesIn order to guarantee safe transport, the purchaser may need to undertake modifi...
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  • Note on Customer Service requests

    If you do not state an item number, we will be unable to respond to your request.Unfortunately, information regarding the series, company number or the transmission of a photo are insufficient due to the breadth of our range.
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  • Who can I contact if I have questions pertaining to my order?

    The Webshop team is happy to assist you on webshop@roco.cc or webshop@fleischmann.de regarding queries on your Webshop order (order status, payment, etc.)
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  • What do the colours in the availability marking mean?

    Green = Sufficient quantity available; can be ordered via the e-Shop Orange = Small quantity available; can be ordered via the e-Shop Yellow= Currently unavailable; further items may be produced; cannot be ordered via the e-Shop Red = Sold out; is no l...
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  • All information on the Z21 control system: www.z21.eu

    In case of Z21 control system, please utilise the information provided on the Z21 website www.z21.eu.You can find the most important links here:Z21, the systematic control centre: https://www.z21.eu/en/z21-system/general-informationZ21, the different vers...
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  • Conversions and product upgrades

    With regard to conversions and product upgrades, we would like to inform you that we have specialised dealers and repair partners for this purpose. We are therefore unable to provide support for conversions and product upgrades.In the event that repairs ...
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