Customer Support
We are always here to assist.
Orders and Shipping
Delivery time varies by destination. Please visit our Delivery & Return page for general estimation of delivery time. We strive to ship your order within 24 hours during business days.
Click on the My Account in the header or footer section of the site. On My account page, you will find fill out your email address under Register section. You will then receive an automatically-generated password in via email. You can login and change your password afterward.
At checkout, you are given the option to ship your order to an address other than your billing address. If you already made an order and intended to change your shipping address, you need to email us within 12 hours of your order. If your order has shipped after 12 hours following order, you are no longer able to change your shipping address.
If you request immediate shipping, you will not be able to change your shipping address.
Every shipment comes with a tracking number. You can click on the tracking number in your account, or you can copy and paste the tracking number on the carrier’s website to track shipment.
You may also request via email your order’s tracking number.
We do not keep information related to your credit card information other than billing and shipping address, your name, and phone number for delivery and claim purposes.
Your credit card payment goes through highly secure third-party payment methods (paypal and stripe).
Other than information that goes into the third-party payment methods, and the carrier (USPS or FedEx or UPS) for delivery purposes, we do not share any of your information with any other party.
At present, we do not charge sales tax. As a buyer, you are responsible to pay your obligations to the government.
We are a U.S.-based online store. We ship to all destinations within the U.S. We also ship to most countries – NOT all countries.
Your order will – in almost all cases- come in one package. We may ship your order in separate packages if you order multiple items and when those items will be more efficiently (cost wise) shipped in multiple packages.
Returns and Exchanges
Your order is important to us. We carefully inspect and pack every item to ensure your satisfaction. All sales are final. At present, RACKMETRO.com does not offer return for any reason other than damage during shipping.
If you received a wrong item, take picture of the item and packaging to help us with your claim. You are required to return the item for verification. If verified, RACKMETRO.com will be responsible for shipping charges and refund of your purchase.
We carefully inspect and pack every item to ensure your satisfaction. If you received a damaged item, take pictures of the item or items to help us with your claim. You are also required to return the damaged item. If verified that you receive a damaged item, RACKMETRO.com will be responsible for return shipping charges and refund of purchase price.
You can find return address on shipping label. You have to email us before making any return.
Email is our primary means of communication. We strive to reply to our buyer and other customers promptly.
You need to notify us via email about the incorrect shipping address within 12 hours following a purchase, and provide us with a correct shipping address.
You may cancel your order when the order has not shipped. A cancellation needs to be made within 24 hours following order before you order ships. Once you order has shipped, you can no longer submit request a cancellation. You may request a cancellation via email before your ships.
At present, we do not offer any pre-order.