If you have any questions about your order please contact us here or email us at email@example.com. Please see below for our Return/Exchange Policy and Process. All Return Authorization requests must be made by email. Our goal is to respond within 1 business day, weekends not included.
Monday-Friday 9AM-6PM PST
P: (213) 745-6312
-Free Standard shipping on all domestic orders (*Hawaii & Alaska not included*) via FEDEX Ground. Shipping times will vary depending on your location. Kindly note, FEDEX will NOT ship to military bases or PO boxes.
-FEDEX 2 DAY AIR is available for domestic orders only, and will not ship until the following business day. 2 DAY AIR shipping/delivery does not include weekend days or holidays.
-International orders ship via DHL. Shipping times vary between 3-7 days depending on the destination.
You will receive an email order confirmation immediately after your order has been placed. Orders will ship from the warehouse within 3-5 business days. Once it is ready to ship, you will receive a second email with tracking information and estimated arrival date. All shipping methods include tracking. Please look for the tracking link in your shipping confirmation e-mail. Arrival time will be estimated within your tracking information and unfortunately, cannot be guaranteed. Due to a possible credit card verification, your order may be subject to a delayed shipping date.
Rails ships via DHL to most countries outside of the United States. International Shipping rates will be calculated at the time of check-out. All customers are responsible for the cost of international shipping/handling + duties. Shipments typically arrive within 3-5 business days after the order has shipped.
RETURN/EXCHANGE POLICY & PROCESS
Rails will gladly refund or exchange any unworn, unwashed, or defective merchandise if returned within 30 days of purchase date. Returns will not be processed without the Return Form fully completed and included with the return. Kindly note: all sale items are EXCHANGE ONLY and cannot be returned for refund, customers will also be responsible for the cost of shipping back sale items for exchange. You may use the original box to return your purchase. We strongly recommend using a traceable/insured shipping method in case your package is lost in transit. Rails will not be responsible for packages lost/damaged in transit.
REFUNDS: All returns must be made within 30 days of purchase date. Customers are responsible for the cost of return shipping, and may use their preferred method of shipping. We strongly recommend using a traceable/insured shipping method in case your package is lost in transit. Refunds will be issued to same credit card used to make the purchase within 10-14 days from the time your return has been received. Please allow 1-2 billing cycles for the refund to appear on your statement, depending on your bank. Kindly note: all sale items are EXCHANGE ONLY and cannot be returned for refund, customers will also be responsible for the cost of shipping back sale items for exchange.
EXCHANGES: FREE SHIPPING BOTH WAYS ON DOMESTIC FULL-PRICED ITEMS. We want you to be happy with your purchase! If you need to exchange your item for a different size or color, we recommend contacting us by email at firstname.lastname@example.org as soon as possible to obtain a free return shipping label by email, and to let us know what item you will be exchanging for so that we can place it on hold for you until we receive your return. Kindly note: all SALE ITEMS are EXCHANGE ONLY and cannot be returned for refund, customers will also be responsible for the cost of shipping back sale items for exchange. All returns must be made within 30 days of purchase date. The exchange item must be of equal or lesser value to the original purchase. Rails will refund the credit card used to make the purchase should there be a price difference between the return and the exchange. Please note that free exchanges are only permitted once per order. Please allow 5-7 days processing time and turnaround on the exchange.
International customers are responsible for covering the return shipping costs. Customers must fill out completely the Return Form and may send back the return using their preferred method of shipping. **Please note: Rails is unable to offer international exchanges at this time. We apologize for any inconvenience.**
- Fill out Return Form completely. Indicate whether you would like to return for a refund or exchange for a different item/size. If exchanging, we recommend emailing us as soon as possible at email@example.com to request a prepaid return shipping label and to have us place the exchange item on hold so that it does not sell out while we are waiting to receive the return. Exchange items will be held for up to 30 days.
- After filling out the Return Form please pack your item securely in an appropriate envelope or box and send it to the address provided below.
- Please allow 5-7 business days for this to arrive to our warehouse, and an additional 1-2 weeks for your return to be received and the refund/exchange processed. You will receive an automated confirmation email once the refund has been issued.
RAILS ATTN: RETURNS
1501 S. SANTEE ST
LOS ANGELES, CA 90015