Refund Policy
On most items, we have a 30-day return policy.
To be eligible for a return, your item must be in new condition, and in its original packaging.
To start a return, contact us at customercare@rackupgo.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return cannot be accepted or credited.
You can always contact us for any return question at customercare@rackupgo.com
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If you have already used your product, but you believe the product to be defective, please send an email to customercare@rackupgo.com with a detailed description and pictures of the issue. We will then work with the manufacturer regarding your warranty claim.
If an item is delivered as a small package (UPS Ground, FedEx Home Delivery, US Mail) - please refuse delivery if visibly damaged. If there is concealed damage that is revealed upon opening your item, please visit https://rackupgo.com/a/returns or send an email with pictures of the damage to customercare@rackupgo.com to arrange for replacement / return. DO NOT INSTALL A DAMAGED ITEM or a kit that is missing any components as installation voids your claim. For parcel shipments, damage should be reported to us no later than 48 hrs after receipt of the shipment. Expect a response within 1-2 business days.
If an item is delivered as a LTL freight delivery (truck delivery typical of large items like cargo boxes, etc.) - open and inspect your item before signing for it and refuse delivery if excessively damaged. If there is minor damage, we may provide a partial refund to you instead of returning/exchanging. If the damage is unacceptable, DO NOT SIGN FOR AND/OR INSTALL THE DAMAGED ITEM or a kit that is missing any components as delivery acceptance or installation voids your claim. Please document the damage, take pictures, and send an email with the pictures attached to customercare@rackupgo.com. For LTL Freight deliveries, damage should be reported to us no later than 48 hrs after receipt of the shipment, but MUST be reported to us within 5 business days after delivery as that is the carrier's deadline. Expect a response within 1-2 business days.
If you refuse delivery of your order, damage to the actual product (not just the packaging) must be documented, and you must send pictures of the damaged product to customercare@rackupgo.com no later than 48 hours after delivery refusal. Failure to document actual product damage will result in a 25% restock fee upon delivery back to our warehouse.
If your carrier tracking number shows delivered, but you did not receive the package, you must notify us in writing within 48 hours following the time of delivery shown. Often times in these circumstances, the package is mistakenly delivered to a neighboring address. For this reason, please first check with your neighbors. If your neighbors do not have your package, we will file a lost/stolen package claim with the carrier. The carrier will check GPS coordinates and/or dash cam footage, and discuss with your route's driver. Based on their investigation, if the carrier believes they delivered your package to the correct address, for insurance purposes, you will be required to file a police report for a stolen package to complete a proper investigation. Once your police report is filed and confirmed, a replacement will be shipped out to you. Refunds are only processed for delivered lost/stolen packages if a replacement is not available to ship. If a replacement is available, under no circumstances will a refund be processed for lost/stolen packages that show delivered.
For LTL Freight deliveries, the carrier will typically require a scheduled appointment, so in those cases, they will call you to schedule a delivery appointment. If the carrier is unable to get ahold of you, and in turn, they reroute your shipment back to our warehouse, return freight cost and a 25% restock fee will be deducted from your refund, and we will not ship a replacement. As a recipient of a LTL Freight delivery, you are required to to be available and responsive to carrier requests.
Non-Returnable Items
Items beyond 30 days cannot be accepted on return. Used items cannot be accepted on return - return items must be in new condition and in original packaging. We cannot accept returns on items that have even minor cosmetic blemishes from use.
Exchanges
The fastest way to ensure you get what you want is to submit a return request for the item you have, and once the return is accepted, make a separate purchase for the new item. Once we receive, inspect and approve the returned item, you will receive a refund confirmation email.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. Please allow 5-7 business days after return delivery for the warehouse to process and inspect the item. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
Prices are subject to change at any time. We cannot retroactively match prices due to various vendor promotions and individual product cost/freight changes.
Restock Fees for Incorrectly Ordered Parts/Change of Heart:
Returns of some parcel shipments in new/unused condition using RackUp+Go shipping labels are NOT subject to a restock fee; however, return shipping cost does apply. Items sent back to us without first requesting a return cannot be accepted or credited. If you claim defective or performance issues with your product, but refuse to cooperate with troubleshooting steps, return shipping cost and a 25% restock fee will apply. Some parcel shipment returns may be subject to a restock fee.
Returns of LTL Freight items and other Heavy/Large parcel shipments, such as cargo boxes, rooftop tents, trailers, air conditioning units, etc., are subject to a 25% restock fee, and return shipping cost does apply. To streamline our returns process, the customer must use the carrier chosen and hired by RackUp+Go.
We'll waive the restocking fees and return shipping cost if the wrong item was shipped or if the product was delivered defective or damaged. Verification of incorrectly shipped items will require that the customer email a picture of the label on the package that shows the manufacturer part number of the item delivered. Verification of defective or damaged items will require that the customer email pictures of the defective and/or damaged part with a detailed description. Defective claims may require approval from the manufacturer of the item(s) ordered.
Return Shipping Cost for Incorrectly Ordered Parts/Change of Heart:
You may be responsible for return shipping cost, but in some cases, we may be able to offer you a discounted return shipping label. If your item arrived defective, or we made a mistake, we will gladly take care of the return shipping.
Cancellation & Reroute Requests
Orders for parcel shipment can only be cancelled up until a shipping label has been created or your shipment tracking number has been generated. Due to carrier delay in providing tracking updates, status of the carrier tracking number shown on their website is not relevant, and thus, is not grounds for cancellation. Orders for LTL Freight shipment can only be cancelled up until the warehouse has generated the freight shipment release, which is denoted only within internal documentation, but can be provided upon request. Cancellation requests of orders over $500 will incur a 3% fee to cover our credit card processing cost. For parcel shipments, cancellation requests after labels or tracking numbers have been generated will require a return to sender reroute. Reroute fees for parcel shipments are $49 per package. This fee is charged for any parcel delivery address changes, including order cancelation requests, after tracking has been generated. LTL Freight shipments cannot be rerouted. LTL Freight items must be received and shipped back to us per the refund policy above.