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FAQS

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Below FAQ are some common concerns of our clients before purchasing. If you have other questions, please use our Contact Us page to reach out!

Shipping Questions

Free shipping on all orders over $199. Some items may have an additional oversized fee. 

All orders shipped the same or next business day unless otherwise noted.

UPS Ground Service is used for most orders.
UPS Ground/USPS is used for smaller sized items
 
All packages over $100 are insured with UPS Capital at no charge to you.

Sorry, we are unable to ship to Alaska, Hawaii, or to APO/FPO/PO Boxes.

Once an order's status has changed to 'Shipped', check your email for tracking details. 

Typically, orders will be live with UPS around 6 pm Central the day it ships but may take a business day to show progress.

Yes, you can. Reply to your order confirmation email with the requested edits. Please keep in mind that once an order has been submitted, we do everything we can to get it out the door the same day. This means we may not be able to make edits prior to the order shipping.

UPS offers a free order management service, UPS My Choice. You'll want to access this as soon as possible to help direct your package.

Damage

We package shipments to help minimize the possibility of damages, but unfortunately, with e-commerce, this can happen, and we will do everything possible to get this resolved asap! 
 
Please note: The box might be in poor condition, but the contents are typically fine. Make a thorough inspection before reaching out. 
 
If damage is found, please help the process by performing the following:
 
1. Take pictures of the shipping carton, the damaged item(s), and the tracking label
2. Make note of the part number on the box/package of the damaged product 
3. Email pictures and part number to info@therackshop.com. Please include your order number 
Keep all shipping cartons, as the carrier may need to perform an inspection. The product may need to be returned, if so, a prepaid return label will be provided.
 
In most cases, we can have a replacement part or parts shipped out within 1-2 business days.

Return Questions

Before you return, is there anything we can do to help with your order? Email: info@therackshop.com / 512-351-9849
 
No? Well, bummer, but not a problem...returns are pretty easy.
 
You have 30-days to ship back the items you don't want with a 0% restocking fee.
 
If the issue was our fault, don't sweat it. We will send you a prepaid return label for the order. Keep in mind that we cannot control delays or the time in transit of your shipment. 
 
The Details:
  • 30-day return window from the date of delivery
  • Items must be in new condition; including product packaging
  • Refunds are returned to the original form of payment after product inspection
  • Shipping charges are non-refundable 
  • Return shipping and proper packaging is the responsibility of the returner
  • Email us at info@therackshop.com for a Return Authorization (RA) and return address
  • Insuring your package is recommended

We take care when shipping your order, please do the same to return. Do not "label slap" or tape the product box when returning. If the order was shipped to you in a shipping carton/box, ensure the same care is taken to return your items.

Closeout/clearance items are non-exchangeable and non-returnable
Assembled wind fairings are non-returnable

Prepaid return labels are not provided. You are welcome to shop for the best rate possible.

We'd recommend visiting a UPS Store for assistance in getting your order back safely.

We typically check-in your return the same or next business day and will immediately issue your refund once the product is confirmed to be in new, unused, undamaged condition.

Once a 'refund' has been issued, it can take 1-2 business days for funds to arrive. Some financial institutions may take longer

 

Still have questions? Feel free to reach out. Contact Us
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