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What is Route Protection?

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.

Before Delivery & Free Shipping

Orders placed by 1 p.m. Central Standard Time are typically processed the same business day. Weekend orders are processed on the next business day, typically Monday unless it's a Holiday. Many of the products we sell are shipped directly from various warehouses throughout the country, and your order will be shipped from the closest warehouse to your shipping address. Due to short staffing and unprecedented shipping volume during and following the COVID-19 pandemic, carrier delays in pick-up, transit and/or delivery times may occur. RackUp+Go assumes no responsibility for third-party delays, however we will work with your carrier on your behalf to get your order to you as quickly as possible.

Expected ship dates are best estimates based on past shipping times. They are more than 90% accurate. Should a significant delay in carrier pick-up occur (beyond 10 business days), we will notify you by email of the new projected shipping date and provide you with an opportunity to keep your order or cancel it.

In-stock items typically ship within 1-2 business days (weekends and holidays are not considered business days).

Please allow an additional 1 to 14 business days after the shipment date for delivery. You will receive an email with tracking info, so you can follow the shipment along its path to you. Once the item is in transit, the carrier is responsible for any delays that may occur. If your package is delayed, please contact us, and we will do everything we can to help get the package to you in a timely manner.

Free Shipping

Get Free Shipping on qualified items without hidden fees.

RackUp+Go has Free Shipping everyday on many of our products, saving you some valuable cash. Some restrictions do apply. Here are the details:

- Free shipping offer is valid only on qualified items.

- Shipping method will be selected by RackUp+Go. Free shipping orders will be delivered via a standard ground shipping method selected by RackUp+Go or our direct-ship manufacturers/fulfillment centers. Express shipping orders are not eligible for Free Shipping.

- Not available on some items to international, Alaska, Hawaii, Puerto Rico or APO/FPO addresses. Only standard ground shipping orders to residential and commercial addresses in the continental US are eligible for Free Shipping. For international shipments, the customer is solely responsible for any duties, taxes, customs fees, or import charges imposed by the destination country.

- RackUp+Go reserves the right to end or change this Free Shipping offer at any time.

LTL Freight Items

Some of the items we sell exceed the size limits for standard ground shipping and must be sent by truck or freight delivery. Please allow additional processing time and 7 to 10 business days for delivery once the item has been shipped. For residential deliveries, a carrier representative will call you to schedule a convenient time to deliver your item. You may be required to be present to sign for the delivery and ID will be required for verification purposes.

Please be aware that your order will be delivered on a tractor trailer type vehicle and reasonable access needs to be available for the driver to safely maneuver his vehicle. The driver is only required to deliver your order to the Curb. Inside delivery is not available for your order. It may also be necessary for someone to assist the Delivery Driver to safely unload your order if a lift gate is not available. If Access or Assistance is going to be an issue, you may request to pick up your order at the freight company's loading dock.

If you are not present at your scheduled delivery time, and if the carrier is not able to deliver, a redelivery fee of $200 will apply. Please make sure you are present at your scheduled delivery date and time.

For LTL Freight deliveries to residential addresses, the carrier will typically require a scheduled appointment. 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 be available and responsive to carrier requests.

If delivery of a LTL Freight shipment is refused for any reason, redelivery fees will apply. If the carrier has to reroute a shipment back to our warehouse because the delivery was refused, return freight cost and a 25% restock fee will be deducted from your refund, and we will not ship a replacement.

Will I have to sign for my package?

For your security, we may require a signature for delivery, especially if you are shipping to an apartment or if the shipping address does not match the billing address. If you will not be home to sign for the package, you may attempt to leave a signed note on your front door for the driver with special delivery instructions. However, the delivery of the package is still at the discretion of the driver.

After Delivery

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 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 deliveries, 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 freight delivery (truck delivery typical of large items) - 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 and send an email with pictures of the damage to customercare@rackupgo.com. For LTL Freight deliveries, d amage 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 of delivery as that is the carrier's deadline. Expect a response within 1-2 business days.

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.

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. 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. Additional oversize fees may apply for large parcel packages. 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.

Contact - RackUp+Go - Checkout

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, d amage 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, home backup systems, air conditioning units, van roof racks, 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.

Contact - RackUp+Go - Checkout