Shipping 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.

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Shipping Locations

We currently ship within Canada and the United States. For international orders outside these regions, please contact us directly at support@therackcompany.ca or + 1 873-888-6079.

Shipping Carriers

We primarily use UPS, FedEx, Canpar, and Purolator to deliver your orders.

Processing Time

Orders are typically processed within 1 to 3 business days (excluding weekends and holidays) before shipment.

Shipping Costs

Shipping charges are calculated during checkout based on package weight, dimensions, and destination. We offer free shipping on orders over $250 in Canada, excluding firewood racks (due to their weight) and custom orders.

Delivery Time

• Canada: Estimated delivery time is between 3 to 10 business days.

• United States: Estimated delivery time is between 4 to 10 business days.

Tracking Your Order

Once your order ships, you'll receive a tracking number by email, allowing you to track your package’s journey.

Damaged or Lost Packages

If your package arrives visibly damaged, please do NOT accept the package from the carrier. Instead, refuse the package and contact us immediately so that we can liaise with the courier for resolution. Note that if you accept a package showing signs of damage, we cannot be held responsible for damaged or missing items.

We are not responsible for packages lost by carriers. If you suspect your package is lost, please contact us promptly so we can help resolve the issue.

Taxes & Customs Fees

All orders placed through our website are subject to applicable taxes, duties, and customs fees based on the destination of the shipment. These may include, but are not limited to, sales tax, value-added tax (VAT), goods and services tax (GST), and customs duties.

1. Domestic Orders: Taxes will be calculated at checkout and are based on the shipping address. Customers are responsible for any taxes or fees that may apply in their jurisdiction.

2. International Orders: Orders shipped to countries outside Canada may be subject to additional customs fees, import duties, or local taxes upon arrival. These charges are determined by the customs authority of the destination country. The recipient is responsible for payment of any such charges.

3. Customs Clearance: Customs processes and fees may delay delivery times and are outside of our control. Any customs fees, duties, or taxes that arise as a result of customs clearance will be the responsibility of the customer.

Please note that we are unable to calculate or estimate customs fees or taxes prior to your purchase. For more information on potential charges, we recommend contacting your local customs office.

Shipping Address Accuracy

It is the customer's responsibility to provide a complete and accurate shipping address. We cannot be held liable for delivery delays or losses due to incorrect address entry.

P.O. Boxes

Please note we do not ship to P.O. Boxes. A physical street address is required for delivery.