Info & FAQ
Additional Information & FAQ
Welcome to our
2024 THE POLAR EXPRESS™
online retail store
We work within two distinct time frames, In Season and Off Season. In Season spans from October to the week before Christmas, while Off Season is from May to October.
SHIPPING INFO
We ship via UPS Ground, excluding P.O. Boxes. Expedited options like 2nd Day Air and 3 Day Select are available for faster delivery.FAQ
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 shipping times for Off Season?
Outside of the THE POLAR EXPRESS™ Season, which Operates from October through the week before Christmas, orders are typically processed once a week on Fridays.
What are your Holiday Hours for 2024?
Our online store operates 24/7 for your convenience, but please be aware that orders are processed during our standard business hours. Orders placed over the Thanksgiving weekend will be shipped early the following week.
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 bgoulding@raileventsinc.com 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.
Can you help me with my tickets for THE POLAR EXPRESS ™ TRAIN RIDE?
We're not associated with ticketing services and can't assist you with your tickets for any of the train rides. You will need to contact the event venue directly for any ticket-related inquiries. They should be able to provide you with the information and support you need.