Returns

You may return most new items within 30 days of delivery for a full refund.  Items shipped between November 1st and December 31st can be returned until January 31st.

1. Returns accepted within 30 days of original delivery date.
2. 100% refund given on unused product returned undamaged.
3. Shipping charges are nonrefundable.
4. Refund issued to the original form of payment.
5. Contact us [+] for RMA # and to confirm return address

Freight Shipments are subject to special terms [+]

Frequently Asked Questions

Q: What is an RMA number?
A: RMA stands for return merchandise authorization, it is a number assigned to your return to ensure a prompt refund.  Along with the number, the appropriate return address is provided which may be different from where the product was originally shipped.

Q: I installed the rack and it's not what I expected, can it still be returned?
A: Yes, but only if the item is resellable as new, carefully disassemble the rack and repackaged as it was delivered.

Q: How long will it take for my refund to be processed once received?
A: Usually within 1 or 2 business days, items that have been opened may require extra time to inspect before a refund is issued.

Q: Can you provide a return shipping label?
A: Due to logistical constraints, we can not provide return shipping labels, we suggest using a local UPS store or UPS.com

Q: You guys did a good job packing the rack, I don't think I can repack it as good, what should I do?
A: Take advantage of your local UPS Store [+] they will pack and ship, ensuring the items will be returned undamaged.

Q: Why do I have to send an email to get the RMA number and return address?
A: The correct return address with the RMA ensures that your refund is processed.  

Q: What if I refuse delivery of my order or send it back to the return address on the shipping label?
A: Refused orders or returns without a return authorization will incur added administrative and shipper costs, which must be deducted from the refund.

Q: What if I can't use something I purchase from Rack Outfitters but it's been longer than 30 days since it was delivered?
A: Returns are costly to merchants, to keep our prices low, we can not accept returns beyond 30 days.  Use CraigsList or Ebay to sell an item.

Exchanges

Returns and exchanges are handled as separate transactions.
1. Return the item according to our return procedure.
2. Place a new order at your convenience

Shipping Damage

Save all packaging and have product available for carrier inspection. Claims cover the specific damaged part, not necessarily the entire product.
1. Email a description of the damage, using part number or part name from manual.
2. Email a photo of the damaged part, this will greatly speed resolution of a damage claim.
3. Further details and instructions will be provided after the initial information is reviewed.

Missing Part

1. Identify the part on the product manual by name and part number.
2. Email your order number along with the missing part details.
3. The replacement part will be shipped from our stock if possible or direct from the manufacturer.
4. We service addresses in the contiguous US only.

Warranties

Defective parts, not necessarily the entire product can be claimed.
1. Email a description of the defect, using part number or part name from manual.
2. Email a photo of the defective part, this will greatly speed resolution of a warranty claim.
3. Further details and instructions will be provided after the initial information is reviewed.
4. We service addresses in the contiguous US only.