Shipping Return policy
Free & Fast Shipping
We offer free ground shipping on most products and orders over $99. Exclusions do apply on oversized products and on brands such as a System One. We are unable to offer free shipping on items discounted over 20% off of MSRP. Expedited shipping is offered at a paid price. Two-day and overnight shipping options may not be guaranteed to be delivered within 24-48 hours. Expedited shipping requires a signature upon delivery. Large orders may be subject to a signature upon delivery at our discretion.
If an item is received in a damaged condition, please contact us immediately. Photos of the damage can be emailed to info@rackwarehouse.com. Please include an order number and brief description of any damage that may have occurred to the product. Rack warehouse will assist with warranty issues according to each manufacturer’s warranty guidelines and replacement parts may be provided if the damage part is replaceable.
Rack Warehouse can not be held responsible for lost or stolen packages. If you have had issues with lost or stolen items in the past, please contact us prior to shipping. Rack Warehouse customers do have the option to have a signature required upon delivery for a $5 fee or have your package shipped to a secure FedEx location.
Return Policy
All online returns must be assigned a Return Authorization (RA) number by a Rack Warehouse staff member prior to returning. Please send an email to info@rackwarehouse.com with the return request. Online returns without a valid RA will be refused and will not be accepted by our receiving department. Returns must be received within 30 days of the delivery date, unused, and in their original packaging. Any item that is returned having been installed, used or altered, will be returned to the purchaser at their expense. Special ordered items are considered final sales and we are not able to accept any returns on those items. Special order items are considered, but are not limited to: roof top tents, awnings, and shipped cargo boxes. If you have any questions or concerns about special order items, please reach out to us at info@rackwarehouse.com.
In some instances, we may be able to provide the consumer with a discounted return label. It is the purchaser's responsibility to ensure that returns are adequately packaged, insured, and tracked. All returns are subject to a 6% restocking fee. Shipping costs are non-refundable. If outbound shipping was paid for by Rack Warehouse, the amount to be deducted will be provided at the same time the RA number is assigned. The purchaser is responsible for round trip shipping charges on all refused packages.
Installation Policies & Procedures
We offer paid installations for our local customers at our brick and mortar location in South Burlington, VT. We offer paid installations by appointment. Same day appointments are often available. We cannot install or service products purchased elsewhere. We are unable to install products in poor condition (e.g., cracked, taped together, rusty). Refusal to install is at our discretion. Cargo box installations are free of charge unless crossbar adjustment is required. Labor charges for setup or installation are non-refundable. Just like your mechanic, we charge for shop time.
Fitment Guaranteed
We are only able to guarantee fitment for orders in which the year, make model and roofline (when necessary) is disclosed. There are multiple opportunities and reminders on rackwarehouse.com to enter this information. If a consumer chooses to not enter the information, then the order will be shipped out at the discretion of the consumer. We are unable to accommodate returns for items that have been set up and installed, specifically in the case of non-guaranteed fitments and special ordered items. We appreciate your understanding regarding this matter.
Contact Us
If you have any questions in regard to the Terms and Conditions as outlined above, please feel to contact us at:
Rack Warehouse
2500 Williston Road
South Burlington, VT 05430
800-272-5362
info@rackwarehouse.com
Hours of Operation:
Monday-Friday 9am-5:30pm EST
Saturday 9am-5pm EST
Sundays: Closed