Frequent Asked Questions

Last Updated: July 14, 2026

Sizing & Products

What sizing charts does Retail Rack use?

Retail Rack uses official sizing charts provided directly by each product vendor. When a vendor does not supply a chart, the default sizing charts from our fulfillment partners are used. These charts include detailed measurements such as foot length, bust, waist, hip, and international size conversions.

Customers should always refer to the Size Guide displayed on each product page before placing an order. For full details please review Retail Rack Size & Fit Policy.

Product Images

How do images display on product pages compared to final products?

Images are provided for reference and illustrative purposes only. Colors, finishes, and minor details may vary slightly due to normal manufacturing variations and product runs. The final product specifications will always take precedence over any images displayed on our website, mobile application, multimedia, or similar platforms. This disclaimer supersedes any notices appearing on individual product pages and may not be displayed on every product listing.

Orders & Shipping

When will my order ship?

Most orders are processed within 3–5 business days after payment is confirmed.

Once your order is processed, our fulfillment partner prepares and ships your items from their warehouse based on the domestic and international ship times. You'll receive a shipping confirmation email with tracking details as soon as your order is on its way.

What happens to my free shipping if I cancel an item?

Free shipping is applied based on the value of items kept in your order. If a cancellation or refund reduces your order total below the free-shipping threshold ($35.00), the standard shipping rate of $9.99 will be deducted from your refund.

Shipping is calculated at checkout and cannot be recalculated after the order is placed, so adjustments are made during the refund process.

What are my delivery options?

Delivery options may vary depending on your location and the products ordered, but typically include:

Standard shipping: Most cost-effective option with standard delivery times
Expedited shipping (where available): Faster delivery at a higher cost

Available options and prices are shown at checkout before you confirm your order.

What are the delivery time frames for domestic and international?

Estimated delivery times (after your order has shipped):

Domestic (within the primary shipping region): Typically, 7–15 business days
International: Typically, 10–25 business days

These are estimates only. Actual times may vary due to factors outside our control.

What countries do you deliver to?

We ship to many countries worldwide through our fulfillment partner.

The list of available countries is shown at checkout — if your country appears in the shipping options, we can deliver there.

Order Issues

Item is out of stock

In rare cases, an item may become unavailable after you place your order due to inventory changes at our fulfillment partner's warehouse.

If this happens:

We'll notify you by email
You may be offered an alternative product (if available), or
A full refund for the out-of-stock item

Why is my order late?

Delivery times can be affected by:

Carrier delays
Customs processing (for international orders)
High-volume periods (holidays, sales, etc.)
Local disruptions (weather, strikes, etc.)

I received a defective or damaged product

If your item arrives damaged or defective:

Must be reported within 7 days of delivery with valid photo or video evidence of the product
Include your full name, order number, a description of the issue, and clear photos or video evidence. Evidence should include a short video or image demonstrating the defect (e.g. the product failing to function properly), along with clear proof of the impact on item functionality. Once reviewed, we may offer a replacement or a refund.
Please note that if the packaging is damaged but the product itself is intact and functioning properly, we cannot process a refund. Refunds are only issued if the product itself arrives damaged or broken, not for damaged packaging.

I received an incorrect product or missing parts

If you received the wrong item:

Must be reported within 7 days of delivery
A full refund or replacement will be issued for incorrect or missing items
Evidence must include clear images of the received item, the order number, the original packaging, and the shipping label, along with an indication of the specific problem (e.g. incorrect SKU, size, color, or missing parts). We'll verify the error and arrange either a replacement or a full refund.

Cancellations

Can I cancel or edit my order?

To request a cancellation or edit your order, act as soon as possible — orders begin processing quickly once placed.

Self-Service (fastest): Sign in at retail-rack.com/account, open your order, and select Cancel items. Available for orders that have not yet shipped. You will receive a confirmation email once submitted and we will review your request within 4 business hours.

By email: Contact us at support@retail-rack.com with your order number and full name. Cancellation requests are reviewed within 4 business hours of receipt.

If your order has already shipped, we are unable to cancel or modify it — please refer to our Refund & Returns Policy for next steps.

If your order is significantly delayed beyond the estimated timeframe, reach out and we'll review the tracking and coordinate with our fulfillment partner for an update.

What is the cancellation policy?

Before processing or shipping: You may request a cancellation through your account (self-service) or by emailing support@retail-rack.com. If the order has not yet been processed, we will cancel it and issue a full refund. Requests are reviewed within 4 business hours.
After processing or shipping: Once your order has been processed or shipped, it can no longer be cancelled. Please refer to our Return & Refund Policy for available options.
Seasonal & Event-Based merchandise cannot be cancelled once purchased, even if the order has not yet shipped.

Refunds

Can I return an item if I change my mind?

Yes. Retail Rack accepts change of mind returns only for eligible apparel categories (see eligible categories below). All items must meet the condition requirements outlined in this policy.

When a return is approved, store credit is issued as a digital Retail Rack gift card excluding original shipping charges and sent to the email address on file. Gift cards do not expire and may be used toward any future purchase. Refer to Refunds & Return Policy for details.

Return Window

Change-of-Mind returns must be requested within 14 days of delivery

Eligible Categories

Apparel · Shoes · Evening Dresses · Party Dresses · Women’s Jeans · Men’s Business Attire

Excluded from Change-of-Mind Returns

Sale · Items marked as final sale · Kitchen Essentials · Home Décor · Lighting · Electronics · Jewelry · Watches · Bags & Accessories · Pet Care · Emergency Readiness · Barware · Beauty · Bed & Bath · Bridal · Fitness · Sunglasses · Lingerie · Swimsuits · Gift Cards · Custom · Personalized · Print-on-Demand · Final Sale Items · Clearance Rack Items · Seasonal & Event-Based Merchandise

Conditions

Item must be unworn, unwashed, undamaged, original condition
All original tags must be attached
Item must be in original packaging
No odors or signs of wear
Return shipping costs are the responsibility of the customer for change-of-mind returns

How to Start a Return

Email returns@retail-rack.com within 14 days of delivery with your full name, order number and reason for return and request an RMA number (Return Merchandise Authorization). Please do not ship without approved RMA as it will delay processing
Our team will confirm eligibility and provide return instructions within 4 business hours
Ship the item back using a trackable method — retain your tracking number
Once received and inspected, if 'approved' store credit will be issued as a digital Retail Rack Gift Card excluding original shipping charges within 5–10 business days. Please refer to Retail Rack Refunds and Return Policy for specific details.

When will I receive my refund?

Once your return or refund request is approved:

Refunds are typically processed within 5–10 business days
The refund will be issued to your original payment method

Your bank or card issuer may take additional time to post the credit.

Seasonal & Event-Based Items

Can I return holiday or seasonal items?

No. All Seasonal & Event-Based merchandise is Final Sale and cannot be returned, exchanged, or refunded except in cases of verified defect or fulfillment error.

Are Black Friday, Cyber Monday, or Super Bowl items refundable?

No. All promotional and event-based items are Final Sale.

Can I cancel a seasonal item before it ships?

No. Seasonal & Event-Based merchandise cannot be cancelled once purchased, even if the order has not yet shipped.

Why are seasonal items Final Sale?

Seasonal merchandise is time-sensitive and produced in limited quantities, so all purchases are Final Sale.

Will my seasonal item arrive before the holiday or event?

Seasonal & Event-Based merchandise is time-sensitive. Customers should review delivery timeframes before purchasing. Retail Rack cannot guarantee arrival before a specific holiday or event, and seasonal items should not be ordered if timely delivery is required.

Do you ship seasonal or holiday items internationally?

No. Seasonal & Event-Based merchandise ships to U.S. addresses only. International delivery is not available for seasonal items.

Chargebacks & Payment Disputes

What should I do before filing a chargeback?

Customers must contact Retail Rack before initiating a chargeback or payment dispute with their bank or card issuer. Most issues — damaged items, incorrect products, non-delivery, billing errors, or pre-shipment cancellations — can be resolved directly and significantly faster than through the bank dispute process.

Email: customerservice@retail-rack.com
Subject Line: Dispute Inquiry – [Order Number] – USA
Response Time: 24–48 business hours
Resolution Window: Up to 5 business days

When is a chargeback considered valid?

Chargebacks may be appropriate in the following situations:

Unauthorized use of your payment method
A confirmed lost or undelivered order that Retail Rack could not resolve within the investigation window
A billing error that Retail Rack could not correct after being contacted

Retail Rack cooperates fully with your bank for legitimate disputes.

What is considered an unauthorized chargeback?

Unauthorized chargebacks occur when a dispute is filed for an order that was properly authorized, fulfilled, and delivered. Examples include:

Filing “item not received” when tracking shows delivery
Filing “not as described” without contacting Retail Rack
Filing a dispute after a refund or store credit has already been issued
Filing an “unauthorized transaction” for a purchase made by the cardholder or a household member

Retail Rack will dispute unauthorized chargebacks using order records, tracking data, and fraud-screening information.

How long do domestic chargeback investigations take?

Once a chargeback is filed, the timeline is controlled by your bank and card network. Domestic disputes typically take 30–90 days to resolve.

Your bank may take additional time to post the final adjustment after the dispute is closed.

Are change-of-mind returns eligible for chargebacks?

No. Change-of-mind is not a valid chargeback reason under card network rules. Eligible apparel categories may qualify for store credit returns within 14 days of delivery. Non-eligible categories cannot be returned for change-of-mind under any circumstances.

Are shipping fees refundable through chargeback?

Original shipping fees — These are non-refundable under all circumstances, including chargebacks. Shipping is a consumed carrier service, and Retail Rack does not receive or control these charges, so they cannot be refunded or reversed.

Why are taxes not eligible for chargeback?

Sales tax is collected and remitted according to state and local tax regulations. These funds are not retained by Retail Rack and cannot be reversed through a chargeback.

Retail Rack does not receive, process, or control tax remittance — therefore, taxes are non-refundable via chargeback.

What should I do if I believe my card was used without authorization?

Contact your card issuer immediately to report the suspected fraud.

Also notify Retail Rack at customerservice@retail-rack.com so we can flag the order for investigation and prevent further activity.

Retail Rack cooperates fully with confirmed fraud investigations.

Order Delay Thresholds

Order Delays

If an order shows no tracking information, remains pending or in transit, or expires beyond:

60 days from the shipping date (global)
45 days (US orders)
110 days (Brazil orders)

Retail Rack will, at its discretion, resend the product or issue a refund.

Delivered Orders

Refunds/replacements will not be processed if tracking indicates the order was delivered
If the package was not received, a non-delivery certification from the carrier/postal authority is required

Clearance Rack

Do Clearance Rack items ship internationally?

No. Clearance Rack items ship within the United States only. International shipping is not available for Clearance Rack purchases due to carrier limitations and fulfillment constraints from our Sparta, NJ facility.

Why are these items discounted?

Clearance Rack items may come from customer returns that passed inspection, restocked apparel, or inventory we cannot return to the vendor. They are fully functional and authentic, offered at a reduced price.

Are Clearance Rack items new?

Items are new or nearly new, but may have minor packaging imperfections or signs of handling. All items undergo a condition check before being listed.

Can I return or exchange a Clearance Rack item?

No. All Clearance Rack purchases are Final Sale and cannot be returned, exchanged, or refunded.

Do Clearance Rack items come with original packaging?

Some do, some may not. Packaging conditions may vary, but the product itself is inspected and approved for resale.

Are hygiene items included?

No. Clearance Rack excludes hygiene-sensitive categories such as swimwear, underwear, and similar items.

Will Clearance Rack items restock?

Inventory is limited and varies based on customer RMAs and restock eligibility. Items may not restock once sold out.

"Retail Rack reserves the right to update or modify these policies at any time without prior notice."

Retail Rack · Elevate Your Lifestyle