Frequently Asked Questions
How Do I Place An Order?
Shopping online for BNSF products is safe, secure and easy. Follow these simple steps and you’ll be placing orders in no time!
• If you are a current BNSF Online Store customer please login. If you are a first time customer, to create an account with us, please click on My Account and follow instructions to set up your online account.
• Browse through the BNSF Online Store by clicking on a product category, followed by clicking on individual products of interest to you.
• To add a product to your shopping cart, please follow these instructions:
◦ Find a product you like and click on it for more information, a detailed product description will appear along with a menu allowing you to enter your desired quantity, color, & size.
◦ Once you have selected the products and specified the requested information, click Add To Cart. The products will now be added to your shopping cart. You will then select Proceed to Checkout when you have completed your shopping.
◦ Your shopping cart will be expanded to include all of your selections and also allows you to update or remove products by clicking on the icons shown. When you select Checkout, the information you provide in the primary business contact information will default to your billing and shipping information and will be remembered for the next time you order with us.
◦ Select your payment and freight method to submit your order.
◦ Print your View Cart page as your receipt.
Products shown within this site are based solely on manufacturer availability.
How do I place a custom order for product not found on this site, or for a special event?
Contact a Special Order Coordinator by email at: email@example.com or by phone: 913-397-9500
Will I Receive An Order Confirmation?
Yes. Upon completing your order, a confirmation email will be sent to the email address you specified with your username and password.
May I browse the site without a login?
Please feel free to browse the site without a log-in. Upon making your product selection first time customers will be asked to create an account to complete your purchase.
Forgotten Your Password?
If you have forgotten your password, click Lost Password, a Lost Password page will be displayed and prompts you to enter your login id. A new password will be sent to the email address assigned to your login id.
How May I Change My Password?
You may change your password information at anytime by logging into your account and clicking on the My Account link.
Customer Service Questions?
BNSF Customer Service Representatives are available to answer your questions between the hours of 8:00 am to 5:00 pm CT Monday through Friday. Please call us at: 913-397-9500 or you can drop us an e-mail at: firstname.lastname@example.org
What Payment Methods Are Accepted?
Acceptable Payment Methods for the BNSF Online Store are:
Open Account with approved terms.\
BNSF Gift Cards
What Is Your Standard Delivery Method?
All items are shipped via our Standard freight method UPS Ground and billed accordingly. Any item not shipped via our standard freight method of UPS Ground will be charged an additional freight cost, including all orders to Alaska, and Hawaii.
Please Note: UPS cannot ship to post office boxes or to APO/FPO addresses. Saturday. and Airfreight charges are an additional charge.
Will You Ship To Canada or Internationally?
Currently, we only ship within the United States and Canada. Orders placed with international shipping addresses will be automatically cancelled upon review.
Duties and taxes are the responsibility of the recipient.
Are Rush Orders Available?
Customers who require RUSH delivery may contact our customer service department directly to make their requests. Based on product and factory availability we will do our best to honor all requests. Additional freight and handling charges will apply. Please contact us directly to discuss your rush order needs through email at 800-795-0161.
How Are Freight Rates Calculated?
Shipping charges will be calculated based on the published rates supplied by UPS. All other freight methods will be quoted at time of delivery.
Exchange and Return Policy
What is the Exchange & Return Policy?
Your purchases are backed by our Satisfaction Guarantee. If the merchandise you ordered does not meet your expectations, we will gladly exchange it or accept the return for a refund or credit within 15 days from the day you receive your order. Please contact the BNSF Customer Service Team directly at: email@example.com or call customer service at: 913-397-9500between the hours of 800 a.m. and 5:00 p.m. (U.S. Central Time). Shipping Handling and postage will not be refunded.
All returns must be accompanied by a return merchandise authorization (RMA) number. Note: an RMA number must be obtained to ensure accurate and timely replacement or credit. All returned product must be in new and unused condition; "new and unused" means that there are no scratches, marks, or blemishes on the item; there are no signs of wear on the product, the tags, or the case; and the product must not have been sized or altered in any way. We cannot accept a return of any item with any indication that it has been used. We cannot accept a return or exchange of any item that has been personalized with a name or department.
Applicable sales tax will be billed for orders shipping to the following states: Kansas and Texas
Where May I Send Site Comments?
For any questions or comments regarding BNSF online store functionality, please send an email to: firstname.lastname@example.org or call customer service at 913-397-9500. Please to be sure to include your full name and email address.
Thank you for your business!