International Shipping Policy

Effective Date: July 1, 2026

At Retail Rack, we're committed to delivering a smooth, reliable shopping experience from the moment your order is placed to the moment it arrives at your door. To ensure efficient processing and timely delivery, we work with trusted fulfillment partners who manage product handling, packaging, and shipment logistics on our behalf.

Order Processing

Orders are processed within 3–5 business days.
Once processed, your order is transferred to one of our fulfillment partners for packaging and shipment.
Orders placed on weekends or holidays begin processing on the next business day.

Shipping Timeframes

The following estimated delivery windows apply to international orders. These are estimates provided by our fulfillment partners. Actual delivery times may vary due to carrier delays, customs inspections, or seasonal volume.

Standard International Shipping: 10–20 business days after dispatch
Expedited Shipping: When available, options will appear at checkout

Customs processing may significantly extend delivery times depending on your country's import regulations. Retail Rack has no ability to control or predict customs clearance timelines.

Free Shipping Eligibility

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.

Shipping Confirmation & Tracking

Once your order ships, you will receive a shipping confirmation email with a tracking number.
Tracking updates may take 24–48 hours to appear as the carrier scans and receives the package.
Tracking information is provided by our fulfillment partners and reflects carrier scan events. Delays in scan updates are normal and do not necessarily indicate a problem with your delivery.

Shipping Delays

Delays may occur due to:

Carrier backlogs
Weather conditions
Customs inspections
High-volume seasonal periods
Public holidays in the origin or destination country

If your order exceeds the estimated timeframe, our team will coordinate with our fulfillment partners to investigate and resolve the issue promptly. Contact us at support@retail-rack.com with your order number and tracking information.

Incorrect or Incomplete Addresses

Retail Rack is not responsible for delays or failed deliveries caused by:

Incorrect or incomplete shipping information
Missing apartment, unit, or suite numbers
Address changes requested after shipment

If an order is returned due to an incorrect address, reshipment fees may apply. Please double-check your shipping address carefully before confirming your order.

Lost or Missing Packages

If your tracking shows "delivered" but you have not received your package, please take the following steps before contacting us:

Check with neighbors or building management
Confirm the shipping address on your order confirmation
Check with your local postal authority or delivery carrier for additional delivery details
Allow 24–48 hours for potential carrier updates — packages are sometimes scanned as delivered before physical arrival

If the package is still missing after completing the above steps, contact us at support@retail-rack.com and we will work with our fulfillment partners to open a formal investigation.

Please note: delivered orders will not be refunded if tracking confirms the order was delivered. A non-delivery certification from your local postal authority or carrier is required before a claim can be processed.

Non-Delivery Threshold

If your order shows no tracking movement or is confirmed as undelivered, the following threshold applies before a refund or reship can be requested:

Global / International Orders: 60 days from the confirmed shipping date with no tracking movement or confirmed non-delivery

Once this threshold is reached, contact us at support@retail-rack.com with the subject line "Non-Delivery Claim – [Order Number] – [Country]" and we will open a claim with our fulfillment partner on your behalf.

Customs, Duties & Taxes

International customers are responsible for any customs fees, import duties, or taxes imposed by their country's customs authority. These charges are not included in product or shipping costs and are collected directly by your local government — not by Retail Rack.

Retail Rack has no control over customs processing timelines or the fees assessed by local authorities.
Customs fees vary by country, product type, and declared value. We are unable to estimate or predict these charges in advance.
Failure to pay customs duties may result in your package being held, returned to us, or destroyed by customs. Retail Rack is not liable for any of these outcomes.
If a package is returned to us due to unpaid customs duties or refusal of delivery, reshipment fees will apply. Original shipping fees are non-refundable in these cases.
We are required by law to accurately declare the value and contents of all shipments on customs documentation. We are unable to mark packages as "gifts" or under-declare values.

Questions or Support

If you need assistance with your shipment, our support team is here to help. We will work directly with our fulfillment partners on your behalf to ensure your concern is resolved as quickly and accurately as possible.

Our support team is available through the following channels:

Chat: Available 24/7 on the website for general questions, quick answers, basic order information, and guidance while browsing.
Email — General Support: support@retail-rack.com — responses within 24–48 hours, 7 days a week. Ideal for detailed inquiries, order issues, and shipment concerns.
Email — Return Support: returns@retail-rack.com — for return requests and return follow-up questions.
Live Customer Service: customerservice@retail-rack.com — available Saturday & Sunday, 8:00 AM – 4:00 PM EST, excluding holidays. Handles order and shipping assistance, product guidance, account support, and issue resolution.

When contacting us about a shipment issue, please include your full order number, country of delivery, and your tracking number to help us assist you as quickly as possible.

Retail Rack reserves the right to update or modify this Shipping Policy at any time without prior notice.

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