Return & Refund Policy

Last Updated: May 21, 2026

We want every item you choose from Retail Rack to feel just right and bring a little more joy to your day. If something doesn't meet your expectations, we're here to help resolve it thoughtfully and fairly.

When Refunds Are Available

Damaged, Defective, Missing, or Incorrect Items

If your product arrives damaged, not as described, missing parts, or is the wrong item, we'll arrange a full refund or replacement (when available). Please report the issue within 7 days of delivery and provide clear photos or videos of the problem. We'll review your request quickly and take care of it.

Non-Delivery or Lost Packages

If your order doesn't arrive (after checking tracking and allowing extra time for the estimated window), let us know. We'll investigate and issue a refund if the package is confirmed lost or undelivered.

Category-Specific Return Eligibility

Eligible for Store Credit Returns Within 14 Days from Delivery

  • Apparel
  • Shoes
  • Evening Dresses
  • Party Dresses
  • Woman's Jeans
  • Men's Business Attire

Items must be unworn, unwashed, undamaged, be in original packaging, and have original tags attached.

Not Eligible for Change-of-Mind Returns

  • 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 Sales
  • Clearance Rack Items
  • Seasonal & Event-Based Merchandise

These categories remain non-returnable except in cases of defect or fulfillment error.

How to Request a Refund or Return

  1. Reach Out to Us
    Email returns@retail-rack.com with your full name, order number, photos/videos (if applicable), and a brief description of the issue. We usually respond within 24–48 hours (often much sooner).
  2. Next Steps
    We'll guide you through the process. For most eligible cases, we offer:
    • A full or partial refund to your original payment method.
    • A replacement if one is available.
    • In many situations, you won't need to ship anything back—simply follow our instructions (e.g., keep or safely dispose of the item).
  3. Refund Timeline
    Approved refunds are processed within 5–10 business days, depending on your bank or payment provider. You'll receive a confirmation email once it's on the way.

Important Details

  • No Physical Returns Required in Most Cases — We handle issues directly and rarely ask for returns, making the process simpler for you.
  • International Orders — Customs duties, taxes, or import fees are non-refundable, as they're collected by local authorities and not Retail Rack.
  • Proof Helps — Clear photos or details speed things up and allow us to resolve issues more effectively.
  • We appreciate your patience—orders move quickly once placed, so reaching out soon gives us the best opportunity to assist.
  • Refer to Refund Policy for full details

If your situation falls outside these guidelines or you just have questions, please don't hesitate to contact us. We genuinely care about your experience and want to make things right whenever possible.

Thank you for shopping with Retail Rack. We're grateful to be part of your curated moments.

Need Assistance? Email us at returns@retail-rack.com – we're happy to help.

Policy Terms & Conditions

Coverage Overview

  • Refunds or replacements for physical product orders are available when an item arrives damaged, defective, missing, incorrect, or when a shipment is confirmed lost or undelivered.
  • Select apparel categories are eligible for store credit returns within 14 days of delivery when items are unworn, unwashed, in original packaging, and have original tags attached.

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

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

Damaged Product

A full refund or replacement will be issued if item arrives damaged.

  1. Must be reported within 7 days of delivery with valid photo or video evidence of the product submitted to Retail Rack.
  2. Evidence should include order number, 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.
  3. 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.

Incorrect or Missing Products

  1. A full refund or replacement will be issued for incorrect or missing items.
  2. Requires full name, order number, photo or video evidence within the application timeframe. Evidence must include clear images of the received item, the original packaging, and the shipping label, along with an indication of the specific problem (e.g. incorrect SKU, size, color or missing parts).

Order Cancellation

  1. A full refund is available if the order is cancelled before processing or shipping.
  2. Certain products (e.g. Print-on-demand or pre-order inventory) cannot be cancelled once payment is made.

Change of Mind Returns (Store Credit Only)

Retail Rack accepts change of mind returns only for eligible apparel categories. 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.

Return Window

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

To begin a change of mind return, please follow the steps below:

  1. Request an RMA Number
    Customers must contact returns@retail-rack.com to request a Return Merchandise Authorization (RMA) number before sending any items back. RMA numbers are valid for 14 days from the date of delivery.
  2. Return Shipping Costs
    Return shipping costs for change-of-mind returns are the responsibility of the customer. Retail Rack does not provide prepaid return labels for change-of-mind returns.
  3. Return Address
    All approved RMA returns must be shipped to our inspection facility with the RMA number clearly visible on the top of the box and shipped to the address below:
    Retail Rack – Product Inspection & Processing Center
    2 Pegasus Trail Sparta, NJ 07871
  4. Inspection & Store Credit Issuance
    Once your return arrives at our facility, it will be inspected for condition compliance:
    • Unworn
    • Unwashed
    • Undamaged
    • No odors or signs of wear
    • Original Packaging
    • Original tags attached
  5. Items Not Eligible for Change-of-Mind Returns (This RMA process does not apply to)
    • 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 Sales
    • Clearance Rack items
    • Seasonal & Event-Based Merchandise

    These categories remain non-returnable except in cases of defect or fulfillment error.

Items That Do Not Pass Inspection

All change of mind returns must meet Retail Rack's condition standards. Returned merchandise is inspected at our facility before store credit is issued.

If an item does not meet the required condition standards — including signs of wear, washing, damage, odors, missing packaging, missing tags, or misuse — one of the following outcomes will apply:

A 40% Restocking Fee

A restocking fee of 40% will be deducted from the store credit amount for items that fail inspection but are still eligible for resale.

Return to Customer at Their Expense

If an item is not eligible for resale or store credit, it will be returned to the customer. Return shipping costs are the responsibility of the customer.

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.
  • Change-of-mind store credits will be issues via a Retail Rack Gift Card excluding original shipping costs within 5-10 business days and sent to the email on file

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

Seasonal & Event-Based Merchandise (Final Sale)

Seasonal, holiday, and event-based items — including Halloween, Thanksgiving, Black Friday, Cyber Monday, Christmas, New Year’s, Super Bowl, and all other promotional or holiday-driven products — are Final Sale. These items are not eligible for refunds, exchanges, or store credit except in cases of verified defect or fulfillment error.

Seasonal items are time-sensitive. Customers should confirm delivery estimates before ordering, as Retail Rack cannot guarantee arrival before the intended holiday or event.

Seasonal & Event-Based merchandise is available for U.S. customers only. International shipping is not offered for seasonal items.

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

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