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 info@rails.com 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.
We offer prepaid DHL return labels. All returns should be taken to DHL Express locations only. 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.
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).
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.
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 info@rails.com
*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.