FAQ's

COMMON QUESTIONS ASKED ABOUT OUR PICKUP TRUCK RACKS, INCLUDING OVER BED, OVER CAB, AND SPECIALTY RACKS:


To view the FAQ's for a particular truck rack, just click on the name of that rack:

STAKE POCKET TRUCK RACK

The Stake Pocket Rack works with tonneau covers and carries ladders, lumber, kayaks, canoes, or other cargo weighing up to 500 lbs.

RAIL TRUCK RACK

The Rail Rack is an ideal rack for carrying kayaks, canoes, ladders, lumber, and so on. Listed below are some of the frequently asked questions on the Rail Rack.

PADDLER'S TRUCK RACK

The Paddler's Truck Rack Fits 95% of all pickups on the road today, including Toyota, Nissan, GMC, Ford and Dodge trucks with conventional fleetside bedrails OR TRACK Systems.

  1. Does US Rack allow for will call pickup?
  2. How will the rack be shipped and how long will it take?
  3. How do I tie down cargo?
  4. How do I get technical assistance?
  5. Can I return the rack if I don’t like it?
  6. How do I return my item?

Q: Does US Rack allow for will call pickup?

Yes. You may arrange for pickup with customer service. Just leave a memo note at the time of purchase.

Q: How will the rack be shipped and how long will it take?

Most products shipped by U.S. Rack are delivered to the customer using standard FEDEX ground shipping. Transit time can take up to 5 business days. Processing time especially during the spring/summer season prior to shipping usually takes 1-9 business days after the order is received. However, this may vary so please assume it will take at least 9-14 days for delivery. If you have a certain date by which you must receive your rack, please contact us at 1.888.877.2257 (1.888.usracks) so we can ensure that we ship it in time. An extra fee may be required for expedited processing or delivery.

Q: How do I tie down cargo?

Four tie-down eyes are provided on the four bases of the rack for use with ratchet straps, one on each corner of the rack. There is also a tie-down cleat for use with cords or ropes on each of the four legs.

Q: How do I get technical assistance?

Call us at 951-372-0200 M-F 8:00 am - 5:00 pm PST. Please have the year, make and model of your truck and the part number you need help with handy. One of our technicians will be able to help you.

Please read the following information carefully.

If you are experiencing difficulties when trying to install one of our products and would like to speak with a tech please have the following available before contacting us.

Your vehicle's year, make and model (include sub model) as well as the part number you are trying to install.

Details of the issues you are having. Please be specific when explaining the situation.

Any other problematic issues you are experiencing with the installation.

If we cannot resolve the problem over the phone, we may ask that you send us images illustrating the problem. Images must be in focus, clear, and in good lighting. The more images that are provided the better and the quicker the tech will be able to help determine a complete resolution. When corresponding via email please provide the best phone number to reach you at, as well at what times you will be available.

Q: Can I return the rack if I don’t like it?

Yes. If for any reason you find that your U.S. Rack product is not what you want, simply call us within 30 days of purchase to get a return authorization number. We will then arrange to pick up the product from you. If there is nothing mechanically wrong with the rack a restocking fee of 20% of the total purchase price plus round trip ground shipping will be deducted from your refund. The rack should be returned in the original box and packaged in a way to prevent damage. Damage caused by improper packaging will require repair to return the rack to a condition where is can be re-sold, and will result in a refurbishing fee. If there is a mechanical defect with the product within one year, U.S. Rack will first attempt to fix the problem by shipping you a replacement part. If there is a defect which we cannot fix by replacing components, you may request a return, and we will not charge you restocking or shipping fees. We will then credit your card or send you a check for the appropriate balance.

Q: How do I return my item?

Please supply your order number and reason for return. Product must be in new unused condition and in original packaging to be returned for a refund. Send a copy of your purchase receipt along with a detailed explanation for the reason for the return to customerserivce@usrack. US Rack Warranty Procedure In the unlikely event that your ZROADZ product must be returned. Please follow the instructions below. Ensure the following information is available when contacting our customer service department. Please email the required items outlined below to customerservice@usrack.com 1. PO number/order number and part number(s) you are requesting to be returned. 2. Description of the problem or issue. 3. Pictures of the box and the label on the box. 4. Pictures of the product illustrating the defect. 5. Send this information to customerservice@usrack.com Once the above has been received a customer service representative will be in contact with you with an RMA number. Please allow 3-5 business days for your RMA to be issued after all the information has been provided. Credit will be issued within 7-15 days after receiving the item.