Info & FAQ
Additional Information & FAQ
Welcome to our
2023 THE POLAR EXPRESS™
online retail store
We ship via UPS Ground, excluding P.O. Boxes. Expedited options like 2nd Day Air and 3 Day Select are available for faster delivery.
Do I need an account to place an order?
Yes. To create an account with us, you can visit our registration page directly at https://www.raileventsretail.com/account/register, or simply utilize the convenient dropdown menu located under the "Account" section on our website
How soon will I get my order?
The shipping timeline for your order depends on the season. Outside of the bustling Polar Express season, there may be a wait of up to a week before your order is prepared for shipment. However, from approximately Halloween through to the 15th of December, we make every effort to ship orders out on the following business day after they are received, though occasional delays of a day or two can occur due to high demand. Rest assured, you will receive an email notification with a shipping number as soon as the shipping label is generated, providing you with tracking information to keep you informed about your order's progress.
What are your hours?
Typically, we respond to emails within the standard business hours, which run from Monday to Friday, spanning 9 am to 5 pm Mountain Standard Time. If you reach out outside of these times, please expect a response during the next available business hours.
What are your Holiday Hours for 2023?
Our online store operates around the clock, 24/7, allowing you to browse and shop at your convenience throughout the year. However, please note that orders will be processed and shipped during our standard business hours. If you place an order over the Thanksgiving weekend, it will be shipped early the following week. We want to ensure that your holiday gifts arrive in time, so it's important to keep in mind that orders placed after Friday, December 15th, cannot be guaranteed to arrive by Christmas, even if you select faster shipping speed. We recommend placing your orders well in advance to avoid any potential delays and ensure a joyful holiday season.
Do you have merchandise exchanges?
All sales are considered final. We advise our customers to carefully review their sizing preferences and product choices before confirming their order to ensure a satisfying shopping experience. If you have any specific concerns or questions about your purchase, please don't hesitate to reach out, and we'll be happy to assist you to the best of our abilities.
I received the wrong item or my order was missing something?
Sorry about that! Please reach out to firstname.lastname@example.org with the invoice number and a description of the issues and we'll get things fixed!
Do you ship Internationally?
Unfortunately, we are not equipped to be able to ship internationally. We are looking into to be able to provide international orders in the future, but at this time it’s not possible.