International FAQ

Applicable Markets: United Arab Emirates · Hong Kong · Japan · Malaysia · Thailand

Document Type: Customer Reference

Last Revised: July 2026

This FAQ provides clear, customer-friendly answers tailored for international shoppers in the UAE, Hong Kong, Japan, Malaysia, and Thailand. It aligns with Retail Rack’s domestic FAQ tone while incorporating international shipping, refund, and consumer-protection requirements.

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, 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.

Always refer to the Size Guide displayed on each product page before placing an order.

Product Images

How do product images compare to the final item?

Images are provided for reference and illustrative purposes only. Colors, finishes, and minor details may vary slightly due to normal manufacturing variations. Final product specifications always take precedence over images displayed on our website or marketing platforms.

Orders & Shipping

When will my order ship?

Most orders are processed within 3–5 business days after payment is confirmed. Once processed, your order is prepared and shipped by our fulfillment partner. You will receive a shipping confirmation email with tracking details.

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 ($125.00), the standard shipping rate of $14.99 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 vary by country and product type:

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

Available options and prices appear at checkout.

What are the delivery time frames?

Estimated delivery times after your order has shipped:

International: 10–25 business days

These are estimates only. Actual delivery times may vary due to carrier delays, customs processing, seasonal volume, or local disruptions.

What countries do you deliver to?

We ship to many countries worldwide. If your country appears in the shipping options at checkout, we can deliver there.

Order Issues

Item is out of stock

In rare cases, an item may become unavailable after your order is placed. If this occurs:

We will notify you by email.
You may be offered an alternative product (if available).
Or receive a full refund for the unavailable item.

Why is my order late?

Delivery times may be affected by:

Carrier delays
Customs processing
High-volume periods (holidays, sales)
Weather or local disruptions

I received a defective or damaged product

If your item arrives damaged or defective:

Must be reported within 7 days of delivery.
Include your order number, description of the issue, and clear photo/video evidence.

Evidence must include:

A short video or image demonstrating the defect.
Proof of impact on functionality.
Packaging and shipping label.

Note: Damaged packaging alone does not qualify for a refund if the product is intact and functioning.

I received an incorrect product or missing parts

If you received the wrong item or missing components:

Must be reported within 7 days of delivery.
A full refund or replacement will be issued.

Evidence must include:

Clear images of the received item
Original packaging
Shipping label
Order number
Description of the specific issue (incorrect SKU, size, color, missing parts)

Cancellations

Can I cancel or edit my order?

Orders begin processing quickly once placed. To request a cancellation or edit, act as soon as possible.

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.

By Email:
Contact support@retail-rack.com with your order number and full name. Requests are reviewed within 4 business hours.

If your order has already shipped, it cannot be cancelled or modified. Please refer to the International Refunds & Returns Policy for next steps.

What is the cancellation policy?

Before processing or shipping: You may request cancellation through your account or by email. If the order has not yet been processed, we will cancel it and issue a full refund.
After processing or shipping: Cancellations are no longer possible.

Refunds

Can I return an item if I change my mind?

Yes. Retail Rack accepts change-of-mind returns within 14 days of delivery, subject to the conditions and eligible categories below.

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

Not Eligible: 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

Conditions:

Unworn, unwashed, undamaged
Original tags attached
Original packaging
No odors or signs of wear

Return Shipping: Customer is responsible for return shipping costs for change-of-mind returns.

How to Start a Return

Email returns@retail-rack.com within 14 days of delivery with your order number and reason for return.
Request an RMA number (Return Merchandise Authorization).
Do not ship items without an approved RMA.
Ship using a trackable method and retain your tracking number.
Once your return arrives at our facility, it will be inspected for condition compliance.

Once received and inspected, store credits are issued excluding original shipping costs in the form of a Retail Rack gift card and sent to the email on file within 5–10 business days. Please refer to the International Refunds & Returns Policy for full details.

When will I receive my refund?

Refunds are typically processed within 5–10 business days after approval. Your bank or card issuer may take additional time to post the credit.

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 concerns, 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] – [Country]
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 chargeback investigations take?

Once a chargeback is filed, the timeline is controlled by your bank and card network. International disputes typically take 45–120 days to resolve.

Market-specific bank posting times after resolution:

United Arab Emirates: +3–5 business days
Hong Kong: +2–5 business days
Japan: +3–7 business days
Malaysia: +3–5 business days
Thailand: +3–5 business days

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 customs duties, import taxes, or other-related fees refundable through chargeback?

No. Customs duties, import taxes, VAT, and other border-assessment fees are not collected by Retail Rack. These charges are imposed and collected directly by your country’s local customs authority or postal service when your package enters the country.

Because these fees are government-assessed and never paid to Retail Rack, they cannot be refunded, reversed, or disputed through a chargeback. Retail Rack does not receive, process, or control these charges in any way.

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.

Order Delay Thresholds

Order Delays

If an order shows no tracking movement or remains pending beyond:

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

Retail Rack may resend the product or issue a refund.

Delivered Orders

Refunds or replacements cannot 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."

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