How are your products made?
We work with a print-on-demand supplier, Printful. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently.
Can I use my SoCal Explorer loyalty points to get Metrolink merchandise?
Yes. Simply login to your SoCal Explorer account and select STORE from the menu to redeem your SoCal Explorer rewards points for Metrolink merchandise.
When will I get my order?
We work with an on-demand order fulfillment company and fulfillment times for all products range from 2-5 weeks. Unfortunately, due to COVID-19, shipping is taking a bit longer with an average range of 3-6 weeks.
Do you ship internationally?
No. Currently, Metrolink store merchandise is only available for shipping in the United States (including Hawaii and Alaska).
My order should be here by now, but I still don't have it. What should I do?
First, please check your shipping confirmation email to verify the delivery address is correct. If you find a mistake in your delivery address, we can send you a replacement order, but you will be billed for shipping.
- If the shipping address was correct, please get in touch with us at email@example.com with your order number.
How do I track my order?
You will receive a tracking link via email when your order is shipped. If you have any questions about your tracking or shipment, please contact us at firstname.lastname@example.org.
I received a wrong/damaged/incorrect size product, what should I do?
Please email us at email@example.com within 15 days of delivery. Please include photos of the incorrect/damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible.
I never received my order. What should I do?
For packages lost in transit, please submit your claim no later than 15 days after the estimated delivery date which is included in your order confirmation email. We will review your claim, work with our fulfillment center to track your package and contact you via email regarding the status of your order.
My package wasn’t delivered?
When we receive a returned shipment, an automated email notification will be sent to you. If you provide a mailing address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you. Unclaimed returns get donated to charity after 30 days.
What is your return policy?
We only issue returns or replacements if the items are misprinted, damaged, defective or if you received the incorrect size for your order. Only regular priced items may be refunded. Sale items cannot be refunded. All sale or clearance items are final.
What do I need to do to return my order?
To be eligible, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all labels and tags still attached. Any claims for returns or exchanges must be submitted within 15 days after the product has been received based on tracking information.
If your return request is approved, you will be responsible for return shipping costs. Shipping costs are non-refundable, and the cost of return shipping will be deducted from your refund. Returns will be processed within 15 business days upon receipt of your package to our fulfillment center. Returns will be processed within 15 business days upon receipt of your package for our fulfillment center. Refunds to credit/debit cards will be issued to the original card used for payment within 15 business days.
If you are returning an item over $75, please consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item without these measures.
How long do I have to apply for a return?
You may request a return or exchange from the Metrolink Store up to 15 days after you receive your purchase. We cannot offer a refund or exchange for any requests submitted after 15 days from purchase.
Can I return sale or clearance merchandise?
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded. All sale or clearance items are final.
Do customers need to email firstname.lastname@example.org every time they need to return a product? Or is there another way to request a refund?
All refund requests are handled via the email@example.com email address for tracking purposes. If you have a general question about the Metrolink store you can fill out this form and a customer service representative will get back to you within 72 hours.
Sale and Clearance Items
Can I request a refund or exchange for sale or clearance items?
Only regular priced items may be refunded. sale items cannot be refunded. All sale or clearance items are final.