FAQ

 

SHIPPING

Do you charge a shipping fee?

Standard shipping is free on all orders. 

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 7-10 business days for processing before shipping. 

Can you ship to a PO box?

We do not ship to PO boxes, UPS mailboxes, or military bases.

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

Oh, no! Please reach out to us at [email protected] with your order number. We will take it from there!

 

RETURNS

What is your return policy?

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

Not the perfect fit? Just let us know—we’re happy to help and love feedback! We offer free shipping on all returns. We accept returns of unworn/unwashed items within 30 days of your ship date.

How do I return or exchange an item?

Click here to start a return.

Can I return an item I bought on sale?

Items purchased using a 30% discount code or on sale may be exchanged or returned for a full refund back to the original form of payment.

 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.
  • Returns will only be accepted with a completed return form or a copy of your invoice.
  • 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).
  • ALL face masks are FINAL SALE and cannot be returned or exchanged for any reason.

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 [email protected].

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

 

PRICE MATCHING

We do not price match other retailers. 

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 [email protected]

 

*From August 14, 2024 to September 30, 2024, Rails will donate 15% of sales from our Anniversary Capsule to the Rails Education Initiative. Applies only to styles badged with “15th Anniversary” on rails.com and in Rails retail stores. Donation will be based on sales. Donation will occur no later than December 31 2025.