Refund policy

2025.04.01 IMPORTANT NOTICE FOR U.S. CUSTOMERS

We are a Canadian-based company. We manufacture some products in Canada, and import some others from China.

Please note that orders shipped to the US will be subject to customs duties, tariffs, or other import fees. These charges are imposed by the U.S. government and are the sole responsibility of the recipient. Unfortunately, we have no control over these fees and will not waive or reimburse them.

Due to this situation, all U.S. sales are final and we do not accept returns from the United States. We encourage you to review your order carefully before completing your purchase.

Thank you for your understanding, and know we truly regret this unfortunate situation. Like many of you, we hope for a peaceful resolution to this trade conflict so we can all get back to doing business as usual — fairly and freely.

-----------------

Return Policy

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused, with all pieces, and in its original packaging. You’ll also need a photo of the item and the order number or proof of purchase. 

To start a return, you can contact us at support@therackcompany.ca. 

If your return is accepted, you'll need to provide a tracking number. Items sent back to us without first requesting a return will not be accepted.

With the exception of shipping errors, damages, and/or defective products, all shipping costs are the responsibility of the customer. Any shipping charges (to AND from) that were incurred on the order are non-refundable and will be deducted from your total refund. 

A 50% restocking fee will be applied to cover handling, inspection, and repackaging of the returned product.

You can always contact us for any return question at support@therackcompany.ca or +1 873-888-6079. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Special orders or personalized items cannot be returned. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Cancellation
You may cancel an order at any time prior to the order entering the “Processing” stage. Once it has entered Processing, the order may not be canceled. Once it has shipped, the order may not be canceled. You may return it following the steps listed above in our Return Policy.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@therackcompany.ca.