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Shipping
Transit time to most of the country typically takes 2–5 business days. Feel free to reach out if you’d like a more precise delivery estimate.
In-stock items ship the same or next business day.
Due to high demand of our products, sales occur rapidly both in-store and online, which may occasionally result in overlapping inventory. While such situations are rare, should an item purchased online be unavailable, we will promptly inform you and provide next steps or other alternatives.
Orders over $198 ship for free. Orders under $198 ship at a flat rate of $15. Some items may have an additional oversized fee or Fixed Shipping Cost.
Free shipping on all Rack Systems. Rack Systems = all components needed to complete a roof rack for a specific vehicle on one order; locks not required.
Cargo Boxes are for pickup at our shop in Austin, TX only.
Most base rack systems ship from our shop here in Austin, TX, with an average transit time of 2–3 business days within the contiguous United States.
Business Days = Monday–Friday
We currently ship within the contiguous United States and are unable to ship to Alaska, Hawaii, freight forwarders, APO/FPO addresses, or PO Boxes.
Special Order items may be subject to shipping charges outside of our shipping policy. This is a case-by-case situation.
To edit or cancel your order, 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.
Signature Required Shipments
Some orders may be shipped with a Signature Required service at delivery. This determination is made at our discretion based on factors such as order value, product type, shipping destination, fraud prevention screening, or carrier requirements. A signature from someone at the delivery address may be required before the package can be released.
Customers are responsible for monitoring tracking information and making arrangements to receive Signature Required shipments. Failure to receive a Signature Required shipment may result in carrier fees, return shipping charges, and/or re-shipment charges that are the responsibility of the customer.
Delivery Address Changes & Returned Shipments
Orders are shipped to the address provided during checkout. Once an order has shipped, delivery modifications may be limited by carrier policies and cannot be guaranteed by The Rack Shop.
If a shipment is returned to The Rack Shop due to customer action or inaction—including but not limited to an incorrect or incomplete shipping address, refusal of delivery, failure to receive a Signature Required shipment, failure to receive a shipment after carrier delivery attempts, failure to collect a held package, carrier hold expiration, or customer-requested delivery modifications—original shipping charges are non-refundable.
Any carrier fees, return shipping charges, address correction fees, or re-shipment costs incurred as a result will be the responsibility of the customer and may be deducted from any applicable refund or collected prior to re-shipment.
Manufacturer Direct Shipments
Some items may ship directly from the manufacturer:
ROAM Adventure Co. | Tucson, AZ
Leitner Designs | Corona, CA
Decked | Defiance, OH
Thule | Seymour, CT
Rhino-Rack | Aurora, CO
Front Runner | Agoura Hills, CA
Freight/LTL Shipments:
Route Tracking/Package Protection
Route is an optional 3rd-Party licensed package insurance service available during checkout that guarantees safe delivery of your packages by protecting them against loss, theft, or damage.
While we, The Rack Shop, take every care to ensure safe delivery of your items, it is e-commerce and things can happen. In the rare event there is an issue, we do follow UPS’ claim guidelines/claim process, which can take up to 5–7 business days to resolve.
Route customers can report when their order is lost, stolen, or damaged in a matter of moments online or through the app. Route can resolve issues quickly too—instantly, in some cases.
If there is an issue, simply follow the prompts from the initial order confirmation email and Route will handle it.
Route service can only be added to an order at the time the order is placed and is non-refundable.
Damage
We package shipments to help minimize the possibility of damages, but unfortunately, with e-commerce and subsequent shipping, damage 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. Please make a thorough inspection before reaching out.
If damage is found, please help the process by performing the following:
- Take pictures of the shipping carton exterior and the damage of the damaged item(s).
- Make note of the part number on the box/package of the damaged product. Replacement of the damaged item/part, and not the entire order, is the expectation.
- Email pictures and part number to hello@therackshop.com. Please include your order number. It is usually easiest to simply reply from your initial order confirmation email.
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 Policy
Before you return, is there anything we can do to help with your order? Email: hello@therackshop.com / 512-351-9849
No? Well, bummer, but not a problem...returns are pretty easy.
You have 30-days* from the delivery date to return the items you don't want with a 0% restocking fee.
Freight items are subject to specific return policies. Read Here for more information.
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
- Returns require a Return Authorization (RA). Email us at hello@therackshop.com or reply to your order confirmation email.
- 30-day* return window from the date of delivery or purchase.
- Items must be in new condition, including all product packaging and manuals.
- To maintain new condition, please do not place shipping labels, tape, or other markings directly on product packaging or manufacturer boxes.
- Returns require packaging sufficient to ensure they arrive back in new condition. Many product cartons are not designed to withstand multiple shipping cycles and may require additional outer packaging for return shipment. A UPS Store can assist with packaging if needed.
- Refunds are returned to the original form of payment after product inspection.
- Shipping charges are non-refundable.
- Package Protection services are non-refundable.
- Return shipping and proper packaging is the responsibility of the returner.
- Bundled/grouped purchases cannot be returned itemized.
- Returns must be received within 7 business days of return approval.
- Refusing delivery or allowing a shipment to be returned to sender does not constitute an authorized return and does not waive applicable shipping, carrier, or return charges.
*Cargo boxes have a 24-hour return window from time of purchase and must be returned in new condition.
Assembled and/or installed items are not eligible for return or refund.
Special Ordered Items are non-refundable. Special Order is defined as a non-stocking item that is ordered for a specific customer/vehicle.
Installation charges are non-refundable.
Gift Cards are non-refundable.
