Product Returns

  1. Maintenance
  2. US Rack Product Warranty
  3. US Rack Warranty Procedure
  4. US Rack Non Warranty Returns

Q: Maintenance

Maintenance on your Rack will be required. With powder-coated racks, normal use usually results in scratching of the surface, exposing the steel below. To prevent rust, spot paint any scratches or breaks in the surface with a high quality metal paint, such as “Rustoleum” or similar flat or gloss black.

Q: US Rack Product Warranty

U.S. Rack, Inc products are warranted for a period of 1 year against all defects in structural materials and workmanship provided that they are assembled, installed, and used in accordance with all manufacturer's specifications and instructions. Powder coated racks can not be warranted against rust. Merchandise must be returned in the original box with original packaging or in similar manner to prevent damage.

In the unlikely event that your US Rack product must be returned for warranty consideration, follow the instructions below.

Please have the following information available when contacting our customer service department.

  1. Copy of original purchase receipt
  2. Description of the problem or issue
  3. Images of the product defect. The more clearly the images identify the issue, the faster your claim can be processed
  4. Shipping address the replacement item is to be sent to

Please choose one of the following options for warranty processing and indicate your choice on your initial email request.

  1. I would like to receive a replacement part before I send my part back – This option will resolve the issue the quickest but will require us to have a current credit card on file. Our customer service department will send you a credit card authorization form. In the event we do not receive the warranted item back from you within 30 days of receipt of replacement product, we will charge your card for the replacement cost of the item(s) plus shipping.
  2. I would like to send my item back to US Rack for warranty before a replacement is sent. Email our customer service department at customerservice@usrack.com with the above information. In the event that you do not have access to email, please call customer service at 951-271-3498 for further instructions.

Once this information is received and the issue evaluated, we will be contacting you with further instructions, so please make sure the email address you provide is your primary email. PLEASE ALLOW 24-48 HOURS FOR A RESPONSE. Please note, open warranty claims must be completed within 45 days of RMA issuance.

Q: US Rack Warranty Procedure

U.S. Rack, Inc products are warranted for a period of 1 year against all defects in structural materials and workmanship provided that they are assembled, installed, and used in accordance with all manufacturer's specifications and instructions. Powder coated racks can not be warranted against rust. Merchandise must be returned in the original box with original packaging or in similar manner to prevent damage. If you experience a problem email details to Please note all returns are taken care of via email.

US Rack Returns and Refunds

  1. If the product shipped has missing or defective components, U.S. Rack may first send the customer new components to solve the problem. If after receiving the replacement components, the product is still defective, the customer may call and request that U.S. Rack schedule a return pick-up of the product. After the product has been returned and shown to have a significant defect, the customer will be refunded the entire purchase price including shipping
  2. If customer wishes to return the product for reasons other than a mechanical defect, for most products the customer may call and request that U.S. rack schedule a return pick-up of the product. After the product has been returned U.S. Rack will refund the customer's purchase price minus the standard shipping charges listed on www.UPS.com or www.fedex.com for both directions and minus a 15% restocking fee to cover processing, handling, and repackaging costs. U.S. Rack may also deduct the fair value to repair any damage to the product not caused by U.S. Rack.
  3. All U.S. Rack products are packaged and shipped in excellent condition. Although U.S. Rack products are metal, in rare cases structural damage affecting function can occur during shipping. Products such as our heavy duty truck racks that are custom made or made to order are not returnable except for mechanical defects. In the case of mechanical defects or damage during shipping U.S. Rack will be happy to replace damaged components free of charge and ship via ground. Cosmetic damage such as scratching occurs more frequently during shipment. Such minor damage is beyond the control of U.S. Rack and U.S. Rack cannot be responsible for it. Luckily, such damage can usually be remedied by rubbing or by applying black touch-up or spray paint. A request for return because of cosmetic damage is governed by paragraph 2.
  4. When products are shipped by freight (common carrier) products are generally shipped to commercial addresses in commercial areas based upon the freight company’s determination. Special services such as notification calls before delivery, providing a truck with a lift gate, re-delivery, and especially delivery to residential addresses are available for an additional charge. If the freight company delivers such services, the customer alone is responsible for those charges, not U.S. Rack. We will order the services that the customer tells us are needed, any additional charges that may later be required will be charged back to the customer.

 

US Rack Warranty Return Procedure

In the unlikely event that your US Rack must be returned for warranty consideration, please follow the instructions below. Ensure the following information is available when contacting our customer service department.

  1. Copy of original purchase receipt.
  2. Description of the problem or issue.
  3. Images of the product defect. The more clearly the images identify the issue, the faster your claim can be processed.
  4. Shipping address the replacement item is to be sent to.

 

Please choose one of the following options for warranty processing and indicate your choice on your initial return request.

  1. I would like to receive a replacement part before I send my part back – This option will resolve the issue the quickest but will require us to have a current credit card on file. Our customer service department will send you a credit card authorization form and keep it on file until the warranty process is complete. Credit card information will be destroyed once the procedure is done. The return label will be provided in the replacement box.
  2. I would like to send my item back to US Rack for warranty consideration before a replacement is sent. You will not be required to submit credit card information using this method. Once you provide all the information being requested US Rack will provide you with a return label.

 

PLEASE ALLOW 24-48 HOURS FOR A RESPONSE.

US Rack will cover the cost of outbound shipping on ground service only. Upgraded shipping (next day, 2nd day etc) costs will not be paid for by US Rack. Ensuring proper internal packing is your responsibility. Damage resulting from improper/inadequate internal packing is not covered under warranty. Damage claims for products shipped to US Rack must be initiated and managed by the shipper. US Rack will hold damaged products for a period of 30 days after receipt or until the claim is completed whichever occurs first, after which the product will be returned to the customer at their expense or scrapped. A product that has been determined to have been modified or abused is not eligible for warranty relief. You will be contacted by US Rack to determine disposition of the product in question.

Email our customer service department at customerservice@usrack.com with the above information. Once this information is received and the issue evaluated, we will be contacting you with further instructions, so please make sure the email address and/or phone number you provide are your primary email and/or phone number. Please note, open warranty claims must be completed within 45 days of RMA issuance.

Q: US Rack Non Warranty Returns

If your item was purchased within 30 days, purchased directly from U.S. RACK, INC., and wishes to return the product for reasons other than a mechanical defect, for most products the customer may call and request that U.S. rack schedule a return pick-up of the product. After the product has been returned U.S. Rack will refund the customer's purchase price minus the standard shipping charges listed on www.UPS.com or www.fedex.com for both directions and minus a 20% restocking fee to cover processing, handling, and repackaging costs. U.S. Rack may also deduct the fair value to repair any damage to the product not caused by U.S. Rack.

Ensure the following information is available when contacting our customer service department at customerservice@usrack.com. Please note all non-warranty returns are taken care of via email.

  1. Purchase order number and part number(s) you are requesting to be returned for a refund.
  2. Reason for return.

Please allow 3-5 business days for your RMA to be issued after all the information has been provided. Credit will be issued within 10-15 days after receiving the item. A 20% restocking charge will be deducted from the purchase amount. Products returned without an RMA will be refused. Return shipping is the responsibility of the sender and will not be refunded or included in the credit amount.