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RETURN POLICY

The Rack & GO Good to GO Warranty ensures that every item you purchase at our store or on-line meets your standards, or you can return it for a replacement or refund. Here at Rack & GO, your 100% satisfaction is our goal so we try to make our returns/exchanges process fast and hassle-free. Rack & GO will refund most items purchased through RackandGo.com, by phone from Rack & GO, or at our retail location(s), if returned with the original box, packaging, manuals and accessories within 10 days of purchase in new, unused, saleable condition, less a 15% restocking fee for online/phone orders that are shipped to the customer.

We do not accept returns on Special Orders, but will provide the customer with 50% of the value of the item(s) purchased (less shipping & handling) on a Rack & GO Gift Card or Gift Certificate regardless of whether the item was purchased on RackandGO.com, by phone or at one of our locations. Shipping costs will not be refunded. In the case that Rack & GO or one of its Open Road Team Specialists was at fault then the restocking and return shipping fees will be waived. Refunds may only be credited back to the original purchaser and will be refunded on the original purchasing credit card ONLY.

Proof of purchase is required for all refunds or exchanges and the merchandise must be in new condition, including the original box, packaging, manuals, and accessories. The value of missing and/or damaged items will be deducted from the credit amount for a return.

Rack & GO will NOT accept returns or exchanges for: purchases/deliveries made more then 10 days prior to return/exchange, items that have been used, installed on a vehicle or show wear and tear; items returned without their box, or packaging or manuals or accessories; and any product missing its serial number or UPC code.

Rack & GO will NOT accept returns or exchanges under any circumstances for the following: Gift Cards or Gift Certificates, outlet/clearance/sale or close-out items, custom paint-matched products, spare parts, special orders or items purchased from other vendor's websites/stores regardless of whether Rack & GO carries the product in its line.

If an item is to be exchanged and the new item is less expensive then the original purchase the difference in the cost of goods less any shipping fees with be refunded to the purchaser's credit card once the returned item is received and is deemed to meet the criteria for returned goods as stated in our Return Policy. If an item is to be exchanged and the new item is more expensive then the original purchase the difference in the cost of goods including any new/additional shipping fees will be charged to purchaser's credit card once the returned item is received and is deemed to meet the criteria for returned goods as stated in our Return Policy. If for any reason the item that is returned does not meet Rack & GO's Policy standards you will be contacted before any charges or refunds are applied to your credit card.

Shipping and handling costs are not refundable. It is the responsibility of the original purchaser to ensure that returns are adequately packaged, insured, and tracked. All shipping costs are the sole responsibility of the original purchaser unless Rack & GO was at fault. Returns purchased during designated free shipping programs will be charged the current fees to ship to the Rack & GO warehouse as determined by Rack & GO, based on the original outbound shipping method.

All packages refused by the customer are subject to the terms and conditions of our return policy, plus any additional return shipping costs charged to us by the shipping company. All refused cargo box shipments are subject to an additional $150 transportation fee, in addition to the 15% restocking fee, which will be charged to the customer's credit card.

You should expect to receive your refund within 10 DAYS of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper, the time it takes us to process your return once we receive it, and the time it takes your bank to process our refund request. We'll notify you via e-mail of your refund once we've received and processed the returned item. Refunds for purchases made using a Rack & GO Gift Card or Gift Certificate will be made by applying any credits to an existing Rack & GO Gift Card or Gift Certificate or by issuing a new Gift Card or Gift Certificate to the customer that originally made the purchase.

Please contact an Open Road Team Specialist at 866.571.RACK and request an RMA NUMBER before attempting to return or exchange an item purchased online or by phone that was shipped to you to avoid unnecessary additional fees and/or delays.

If after reading this you feel that the amount of a refund was incorrect please email us at: GoContact@RackandGo.com or call 866-517-RACK. Please include your original Order Number and RMA (Return ID) as well as all of your contact info so that we may research your question and get back to you with an answer promptly.