SHIPPING & RETURNS

We want your Rack-Ware order to arrive safely and make the return process clear and straightforward. This page provides a summary of our shipping, delivery, return and refund practices.

For complete terms and conditions, please review our Store Policies. If there is any difference between this summary and the Store Policies, the Store Policies will govern.

Shipping and Delivery

Orders are shipped to the delivery address entered during checkout. Please review your address carefully before placing your order. Customers are responsible for providing a complete and accurate shipping address.

Available shipping methods, estimated delivery times and shipping charges will be displayed during checkout when available. Delivery dates are estimates and are not guaranteed unless a shipping option is expressly identified as guaranteed.

Once an order has been accepted by the shipping carrier, delivery may be affected by weather, service interruptions, address problems and other circumstances outside Rack-Ware’s reasonable control. We will assist customers with legitimate carrier claims when reasonably possible.

Rack-Ware is not responsible for delays or delivery failures caused by an incorrect or incomplete address supplied by the customer. Additional charges resulting from address corrections, refused deliveries or reshipment may be the customer’s responsibility.

Shipping Delays

If an unexpected delay prevents us from shipping your order within the stated time—or within 30 days when no shipping time was stated—we will contact you.

You will have the choice to accept the revised shipping schedule or cancel the affected order for a full refund.

Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible at rackwareusa@gmail.com.

We will make a reasonable effort to accommodate your request. However, an order cannot be changed or canceled after it has entered fulfillment or has been transferred to a shipping carrier.

After an order has shipped, it must be handled through the return process described below.

Returns and Exchanges

Most unused Rack-Ware products may be returned within 14 days after delivery, subject to the following conditions:

The product must be unused, uninstalled and in resalable condition.
All parts, hardware, instructions and accessories must be included.
The product should be returned in its original packaging whenever reasonably possible.
Proof of purchase or the original order number is required.
The return must be authorized by Rack-Ware before it is shipped.

To request a return, email rackwareusa@gmail.com with your name, order number, the product you wish to return and the reason for the return.

Please do not ship a product back until Rack-Ware has provided return authorization and instructions.

Return-Shipping Costs

Customers are generally responsible for return-shipping costs when a product is returned because of personal preference, an ordering mistake or incompatibility with the customer’s shelving rack.

Rack-Ware will be responsible for reasonable return-shipping costs when we sent an incorrect item or when a product arrived materially defective.

Original shipping charges are not refundable unless the return results from a Rack-Ware error or a materially defective product.

Products That May Not Qualify for Return

Products that have been installed, modified, painted, damaged through misuse or returned with missing components may be refused or may receive a reduced refund reflecting the product’s loss in value.

Custom-made, special-order, clearance and final-sale products may not be returnable when they were identified as such on the product page before purchase.

These restrictions do not apply to products that arrive damaged or materially defective.

Damaged, Defective, Missing or Incorrect Items

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, incomplete or different from what you ordered, contact us within seven days after delivery.

Please include:

Your name and order number
A description of the problem
Clear photographs of the product
Photographs of the packaging and shipping label

Please retain the product and all packaging until Rack-Ware provides instructions.

Depending on the circumstances, we may provide replacement parts, replace the product, arrange a return or issue an appropriate refund.

Damage caused by improper assembly, installation, modification, overloading, misuse, normal wear, accidents or failure to follow instructions is not considered a manufacturing defect.

Refunds

Approved refunds are issued to the original payment method after the returned product has been received and inspected.

Please allow several business days for Rack-Ware to inspect the return and process the refund. Additional time may be required for your payment provider or financial institution to post the refund to your account.

If Rack-Ware cancels an unshipped order or cannot fulfill an order, the amount paid for the affected merchandise will be refunded to the original payment method unless the customer voluntarily chooses another resolution.

Product Compatibility

Rack-Ware products are designed for compatible boltless steel shelving racks. Dimensions, post openings, beam designs and materials can vary among shelving manufacturers and models.

Before ordering, please review the product description, measurements, photographs and compatibility information. Rack-Ware accessories should not be assumed to fit every shelving rack.

If you are uncertain about compatibility, contact us before ordering and include photographs and measurements of your shelving rack. Products returned because they are incompatible with the customer’s rack remain subject to the return conditions and return-shipping provisions described above.

Questions or Return Requests

Email: rackwareusa@gmail.com

Please include your name, order number and a brief description of your question or request. We make every reasonable effort to respond within one business day.