Booked tickets to Madrid but I've yet to receive them, and I need them for tomorrow. Please help.

I booked 2 tickets to Madrid through this site over 3 days ago and have yet to receive my tickets in an email.
I recieved an email after purchasing the tickets telling me I would get another email I'm the next 3 days but this never came.
I went to print them out at the train station and I was told they do not exist.
My friend and I need these tickets for tomorrow.
Help!
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  • Jeff (Official Rep) May 02, 2014 15:06
    Hi Joey,

    Since you need the tickets as soon as tomorrow, I would recommend that you call us at 1-800-622-8600 or 1-847-916-1028 as soon as possible. Our current hours are 9:00 AM to 8:30 PM ET Monday to Friday and 9:00 AM to 5:00 PM ET on Saturdays and Sundays.

    With this being a public forum, we don't advise sharing order numbers or any other personal information here. Any posts containing such information would be removed for security purposes.
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  • Hi Jeff. Thanks for your reply.
    My friend and I have had to book additonal tickets with another provider in order to meet our scheduled date.

    We have called the number you provided in the email and we are being told that we can not be helped because our order did not originate from America.
    This has taken up some considerable time on our part and now great expense now in additional tickets and international call charges.

    Could you please tell me how to organize a refund?
    • Jeff (Official Rep) May 02, 2014 20:13
      Hi Joey,

      We are the United States-based seller of European tickets and passes for North American countries. I'm sorry, but if you purchased your tickets through another vendor, I would have no information about how you would go about requesting a refund.

      We are generally only able to sell to residents of countries outside of North America, due to local restrictions. Residents of countries outside of North America would have to book through an affiliated agent in their own country or region. If you are from a country outside of North America, then you would have booked your tickets through a completely different vendor, and they would be who you would have to contact with your inquiry. You can refer to www.raileurope-world.com for a list of agencies that service other parts of the world. Once you're on www.raileurope-world.com, you would just scroll down to the bottom to view the list of agencies and links to their specific websites.
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