Shipping & Delivery Policy
Shipping & Delivery Policy
Free & Fast Shipping: We offer free ground shipping on most orders over $185.
- Exclusions: Free shipping does not apply to oversized products, specific brands (such as System One), or any items discounted more than 20% off MSRP.
- Expedited Shipping: Available at a paid price. Please note that two-day and overnight options are not guaranteed to be delivered within 24–48 hours.
- Signatures: All expedited shipments require a signature upon delivery. Rack Warehouse reserves the right to require a signature on large orders at our discretion.
Important: Order Inspection & Accuracy Please inspect your package immediately upon receipt. It is the customer's responsibility to verify the shipment for accuracy, shipping damage, and missing parts
- 30-Day Limit: We are unable to assist with claims regarding missing parts, inaccuracies, or shipping damage once the 30-day window from the date of delivery has passed.
Damaged, Lost, or Stolen Packages
- Damage: If an item arrives damaged, email info@rackwarehouse.com immediately with your order number, a description, and photos of the damage.
- Loss/Theft: Rack Warehouse is not responsible for lost or stolen packages once confirmed as delivered.
- Security Options: For a $5 fee, customers may request a "Signature Required" delivery.
Return & Fitment Policy
Fitment Guarantee: We provide a Fitment Guarantee only for orders where the complete vehicle information (Year, Make, Model, and Roofline) is disclosed at the time of purchase.
- Customer Responsibility: Our website provides multiple opportunities and reminders to enter your vehicle details. If you choose to bypass these prompts, the order is shipped at your own discretion
- Non-Guaranteed Fitments: If vehicle information is not provided, Rack Warehouse cannot be held responsible for fitment issues.
Return Authorization (RA) Required All online returns must be assigned a Return Authorization (RA) number prior to shipping. Email info@rackwarehouse.com to request an RA. Returns sent without a valid RA will be refused.
Condition & Eligibility
- Timeline: Returns must be received within 30 days of the delivery date.
- Condition: Items must be unused and in their original packaging.
- Installed Items: We are unable to accommodate returns for items that have been set up, used, or installed. This applies to all orders, including non-guaranteed fitments and special orders. If an item is installed and does not fit due to missing vehicle information, it remains ineligible for return.
- Final Sale: Special orders (tents, awnings, shipped cargo boxes, etc.) are final sale.
Promotional Items & Free Gifts
- If a qualifying order includes a $0 promotional item, that item must be returned unopened if the main product is returned. If not returned, the retail cost will be deducted from your refund.
Fees & Refunds
- Restocking Fee: All returns are subject to a 6% restocking fee.
- Shipping Deductions: Original shipping costs are non-refundable. For "Free Shipping" orders, the actual outbound shipping cost incurred by Rack Warehouse will be deducted from your refund.
Installation Policies & Procedures (Local Customers)
Professional Installation Services: We offer professional installation services by appointment at our showroom in South Burlington, Vermont.
- Exclusivity: We only install or service products purchased directly from Rack Warehouse.
- Equipment Condition: We are unable to install products in poor condition (e.g., equipment that is cracked, rusty, or structurally compromised).
- Right of Refusal: We reserve the right to refuse an installation at our professional discretion.
Cargo Box Installations: Mounting a cargo box is free of charge unless a crossbar adjustment is required to fit the box.
Labor & Fees
- Shop Time: Just like an auto mechanic, we charge for professional shop time.
- Non-Refundable: All labor charges for setup or installation services are non-refundable.
Contact Us
If you have any questions in regard to the Terms and Conditions as outlined above, please feel to contact us at:
Address:
2500 Williston Road
South Burlington, VT 05430
Toll Free: 800-272-5362; Locally: 802-878-1023
Email: info@rackwarehouse.com
Hours of Operation:
Monday-Friday 9am-5:30pm EST
Saturday 9am-5pm EST
Sundays: Closed