Customer service

Need help? Contact us or check out the FAQ below.

Our friendly Customer Service representatives can answer any of your questions. Do not hesitate to contact them!

By phone
1 800 363-6272

By e-mail
info@souvenirs.viarail.ca

The Customer Service Department is available
Monday to Friday
8 a.m. to 5 p.m. EST.


Quick access to sections of the customer service:

1. Shipping information                                                                                              back to top

Delivery times from our point of origin (Ontario) will vary based on the destination. Please allow 3 to 10 days for delivery.

How much do you charge for delivery?

Delivery charges are based on the total dollar value of your order (see chart below).

Order Cost Shipping and Handling Charge
$0.01 - $25.00 $8.95
$25.01 - $75.00 $10.95
$75.01 - $120.00 $12.95
$120.01 - $150.00 $14.95
Over $150.00 11%

***Excluding Shipping Cost for all Model Trains-please see individual Model Trains for Actual Shipping Cost of these items.


What if I would like to order an item and have it shipped outside of Canada?
Please contact our Customer Service representatives at 1 800 363-6272, Monday to Friday (8:00 a.m. to 5:00 p.m. EST) or by e-mail at info@souvenirs.viarail.ca

Are all items shipped together?
Generally, all items of an order will be shipped together; however, there may be times when this is impossible. Reasons for this include bulky and oversized items and items on back order.


2. Order information                                                                                                   back to top


Can I place an order off-line?
For your ordering convenience, we offer several ways to place an order. Customer Service: call 1 800 363-6272, Monday to Friday (8:00 a.m. to 5:00 p.m. EST). E-mail: info@souvenirs.viarail.ca. Fax: 519 751-0280.

Will I receive a confirmation that my order has been processed?
An order confirmation will be sent to you via e-mail once you have successfully completed your online order. Your confirmation will include an order number that you can reference if you have any future questions.
Can I get more information on a product before I buy?
If you need product information other than what is listed on the site, please contact a Customer Service representative at 1 800 363-6272, Monday to Friday (8:00 a.m. to 5:00 p.m. EST) or by e-mail at info@souvenirs.viarail.ca. They will be happy to provide you with any additional information.

What if this is for a gift?
To ship your order to an alternate address, simply fill in the appropriate billing information and then proceed to fill in the “ship to” information. This will allow your purchase to be charged and shipped accordingly.

Do you provide care instructions for the apparel that is available for purchase?
All apparel sold on the online store has labels indicating care instructions.


3. Payment methods and information                                                                     back to top


What payment methods are accepted?
We only accept credit cards as a method of payment.. We accept VISA, MasterCard and American Express. Please note that the charge on your credit card statement will be labelled “Fulfillment & Dist’n Center.”

When will my credit card be charged?
We will charge your card once your order has been reserved with all the merchandise requested. Once the credit card authorization process has been completed, your order is released for shipping.

What do I do if my credit card information is declined?
Once we have verified that the name, credit card number and expiration date have been entered correctly, we will telephone you to notify you of the declined status. We are unable to provide information on why a card may have been declined. Occasionally, a credit card purchase is authorized at the time an order is placed, but declined at the time of shipping, which may be due to the expiry date on your credit card. We regret not being able to foresee or control this situation, and recommend that you contact your issuing bank if this should occur. Once you have provided us with revised information we will reprocess the order.


4. Back orders                                                                                                             back to top


If I ordered an item and it is on back order, will you ship it to me when it is available?
If an item is on back order, your entire order will be held until your order can be completely fulfilled and shipped. Alternatively, you may delete the backordered item from your shopping cart prior to final checkout and replace it with another item and/or place the back ordered item(s) on a separate order. This will allow your original order to be processed without delay. The order with the backordered item(s) will be processed once stock arrives.

How do I cancel an order for an item that is on back order?
Please contact a Customer Service representative at 1 800 363-6272, Monday to Friday (8:00 a.m. to 5:00 p.m. EST) or by e-mail at info@souvenirs.viarail.ca. They will gladly cancel your order for you, or help you select a comparable item that is available for immediate delivery.

While browsing on your web site I saw a product that I wanted to order, but when I came back later, it was no longer there. What happened?
The product you are looking for may be temporarily out of stock or no longer available. We make every attempt to keep the site updated so that only currently available items are shown. If an unavailable item becomes available again, we will post it on the site when it is in stock.


5. Exchange and refund policy, and instructions for online purchases               back to top
Your satisfaction is important to us. You may return any item for a refund of the purchase price, less shipping and handling fees ($5.95). There is a dedicated team of returns and damage experts to handle customer service inquiries and deal with all package returns and exchanges. Clients may call our Customer Service Department at 1 800 363-6272 within 72 hours of receiving the item to obtain a “Return Authorization” (RA) number. This RA number must be clearly marked on the outside of the package when it is physically returned. With this RA number, we can identify the problem and accelerate the resolution.

Can I return or exchange merchandise if I do not have the original receipt?
If you do not have a receipt and the item was purchased online, you may call a Customer Service representative at 1 800 363-6272, Monday to Friday (8:00 a.m. to 5:00 p.m. EST). We will search our database for your original order, and if we are able to match your purchase to an order in our system, we will be pleased to process your return. Returns can be processed either with a receipt, or by locating the purchasing information in our database.

How do I return a defective or damaged product?
If you receive a damaged or defective item, please call our Customer Service Department at 1 800 363-6272, Monday to Friday (8:00 a.m. to 5:00 p.m. EST) and a representative will assist you.

What do I do if my order was shipped incomplete, or if I received the wrong item?
If you receive an order that is incomplete, or if the wrong item was shipped, please let us know. Customer Service representatives can be reached at 1 800 363-6272, Monday to Friday (8:00 a.m. to 5:00 p.m. EST) or by e-mail at info@souvenirs.viarail.ca.

How do I return a gift?
Returns can be processed without a receipt for online purchases only, if we can locate the purchasing information in our database. Please call us at 1 800 363-6272, Monday to Friday (8:00 a.m. to 5:00 p.m. EST) and we will search our database for the original order. We will need to know the name of the person who bought the gift for you. If we are unable to match your item with an order in our system, we regret that we will not be able to process your return. However, if we can locate an order, refunds will be given to the credit card used for the original purchase, for the purchase price, less shipping and handling fees.

When can I expect to receive a credit for my return?
Refunds will be given to the credit card used for the original purchase, for the purchase price, less shipping and handling fees. We will process the return and credit your account within 48 hours of verifying the merchandise has been received in good condition. It may take one to two billing cycles for it to appear on your credit card statement.

Turnaround time
If all the products selected on your order are available, the processing time from receipt of order to shipping is 5 to 7 business days. This time allows for payment processing, selection, packing and preparation for shipping. This does not include shipping time.


6. Other points of sale                                                                                                              back to top

    •     Select items are sold in the following VIA’s stations:

          Edmonton
          Halifax
          Jasper
          Moncton
          Montréal
          Ottawa
          Prince George
          Québec City
          Toronto
          Vancouver
          Windsor
          Winnipeg

    •     We also have a selection of items sold on board all of our trains.

Please note that due to reduced storage space, quantity and selection are limited and may vary, in stations as well as on board our trains.



Exchange and refund policy for on-train and station purchases:
    •     Exchanges and refunds will be accepted within 30 days of purchase, with original VIA receipt and           packaging.
    •     Exchanges are subject to availability of items.
How to proceed:

For on-train purchases:

    •     During the trip: Exchanges and refunds may be done on board.
    •     After the trip: Please contact VIA’s Refunds Department at 514 871-7774 or by e-mail at           refunds@viarail.ca. A representative will assist you.

For station purchases:
    •     Exchanges and refunds are possible in any of the above-listed stations. Refunds will be given by           original method of payment used for the purchase.
    •     If an item is not available in a given station, we will do our best to find a replacement. If you cannot go to           one of the above-listed stations, please contact VIA’s Refunds Department at 514 871-7774 or by e-mail           at refunds@viarail.ca. A representative will assist you.