FAQ

HOLIDAY 2024

Holiday Extended Return Policy
We offer free returns on all US orders. The return period has been extended for the holiday season. We will now accept returns of full price orders placed on November 6, 2024 onward of unworn/unwashed items back to your original form of payment through January 31, 2025. 

SHIPPING

Do you charge a shipping fee?

Standard shipping is free on all orders with the exception of Australia, New Zealand, and Hong Kong. 

The below international processing fees will be added at checkout for orders going to Australia, New Zealand, and Hong Kong:

Australia: $50 USD

New Zealand: $30 USD

Hong Kong: $25 USD

Domestic (USA):

When will my order ship?

We know what it’s like to be waiting so we try and process shipments ASAP. Shipping times can vary depending on your location. We do ask you to allow us 3-5 business days for processing before shipping. 

Can I expedite my order?

Of course! We like things fast too. UPS 2 Day Air is available for domestic orders only, and will not ship until the following business day. UPS 2 Day Air delivery does not include weekends or holidays.

Can you ship to a PO box?

We do not ship to PO boxes.

International (Outside the USA):

Do I have to pay import taxes? 

The customer is responsible for duties, taxes, and return shipping. The prices shown on our website do not include these fees. Please check your local customs site for more information.

Do I have to pay an international processing fee?

The customer is responsible for international processing fees, however, only for orders going to Australia, New Zealand, or Hong Kong. The below fee will be automatically added at checkout:

Australia: $50 USD

New Zealand: $30 USD

Hong Kong: $25 USD

How long will it take for my order to arrive? 

Most of our orders are shipped within 3-5 business days of purchase from our sunny Los Angeles warehouse. Once your order is shipped, we estimate you will receive your order within 3-8 business days of its ship date. 

Shipping times may vary, but rest assured we work our hardest to get you your order as quickly as possible. Please note, we do not ship on the weekends or US holidays.

Can I get my international order faster?

Currently, we do not offer expedited international shipping. However, we ship all international orders via express service so you will typically receive your order within 3-8 business days of its ship date, and sometimes quicker!

What do I do if I receive damaged or incorrect items in my order?

Oh, no! Please reach out to us at info@rails.com with your order number. We will take it from there!

RETURNS

Domestic:

What is your return policy?

We are sad you have to ask, but we want you to be completely satisfied with your Rails item. 

We offer free returns on all US orders. We accept returns of unworn/unwashed items within 30 days of your ship date back to your original form of payment. 

*Please note that during the holiday season we have an extended return policy. Any orders placed November 6, 2024 onward have until January 31, 2025 to be returned for a full refund back to the original form of payment. 

We reserve the right to reject any returns that do not comply with our return policy. We monitor account activity and reserve the right to refuse transactions, assess fees, and/or close accounts based on order or returns behavior.

Returns containing over 10 items may be subject to a restocking fee.

How do I return or exchange an item?

For USA-based customers - click here to initiate your request.

Can I return an item I bought on sale?

Items purchased at 30% off or on sale may be exchanged or returned for store credit only.

International (Outside the USA and UK) & non-contiguous U.S.

What is your return policy?

International customers may return merchandise by any trackable method at their own expense within 30 days of purchase. Please keep your tracking information for your records and our reference. 

Where do I ship my return to?

RAILS

ATTN: RETURNS

2369 E 51St St

Vernon California

United States 90058

Can I return an item I bought online to a store?

Item(s) purchased through our website cannot be returned to a store outside of the United States. At this time, items purchased online may only be returned through our website or to our US based stores.

What items are eligible for a return?

• Items must be unworn, unwashed, unused with original tags attached. 
• We only accept returns or exchanges purchased from rails.com and not from other retailers.
• Personalized items cannot be returned or exchanged.
• Gifted items are eligible for store credit only and must meet all previously mentioned return criteria.
• All exchanges must be of equal or lesser value (exchanges placed for items priced at lesser value will be refunded the difference in cost via the payment method provided at the time of purchase).

Please note:

Store credit is provided in the form of a Gift Card code that is emailed to the original email address provided at the time of purchase. This code can be used for any item(s) on our website and never expires. If returning a purchase made with a Gift Card code, the refund will go back to the same code used at checkout so that it can be used again towards a future purchase.

GIFT CARDS

We love that you chose to give the gift of Rails! Gift Certificates NEVER expire and may be combined with any other promotions.

If you would like to check how much credit you have left on your card, please reach out to us at info@rails.com. Or you can check your balance by clicking here. 

Gift cards are delivered by email after payment is processed, therefore some delays may occur.

PRICE MATCHING

We do not price match other retailers. 

CATALOG OPT OUT

To opt out of catalogs, please fill out the form here.

CONTACT US: We would love to hear from you!

Love our clothes and want us to know? Not happy with something you ordered and want to tell us? Want to know when we might bring back one of your favorites? We’re here for you at 1-855-982-2839 or info@rails.com