Internet Customer Service Store Hours:
Mon-Sat: 9:30am - 5:00pm
Call 1-800-722-5872 during business hours.
or email us at email@example.com and include the following if applicable
Non customer, product or order related inquiries please click here for corporate information and contact options.
Answered here are some of our more commonly asked questions. If you don't see the answer to your question Check out our Tech Talk section.
How long is my warranty?
While Rack N Road stands behind all of the products we offer, specific warranties vary from manufacturer. Thule and Yakima offer a limited lifetime warranty on their products and our hitch manufacturers Drawtite, Valley, and Curt offer limited lifetime warranties for most of their products. Please check with a Rack N Road Representative in a store, or at "Tech Talk " online for specific product warranties.
Why are racks expensive?
Since most vehicles on the road today no longer have rain gutters, fitting racks to cars has become a science. There is a great deal of design and engineering that goes into making a perfect rack fit for each vehicle. To ensure perfect fit Thule and Yakima both engineer, design and test their racks to fit each vehicle. The good news is that most racks are modular, and you are able to build a roof rack system that will be able to be fitted to most vehicles by simply changing a few parts as you change vehicles.
What if I don't have rain gutters?
Most cars built since the mid 1980's do not have external rain gutters and rack manufactures design racks to fit almost every vehicle.
95% of all orders ship the same day.
This applies to orders consisting of car rack gear such as Yakima or Thule. Other items such as interior and exterior accessories, trailer hitch equipment, home organizers etc. can take up to 72 hours to ship.
We will always contact you via email with the specific shipping details.
Free Shipping Promotion for Online Orders.
During our Free Shipping promotion 95% of all our product is free of any shipping, handling or delivery charges as long as the total order is $200 or more.
The other 5% of our product line is considered oversized and usually has to be delivered by common carrier (UPS, 18 wheeler) to your door, in which case a shipping charge will incure at check out.
Here is a list of our common oversized items and shipping charges:
Cargo Boxes (Roof & Rear) - $99 to $120
Trailers - $140 to $300
Motorcycle & Mobility Carriers - $75
Construction Racks - $60 to $120
Garvin/Wilderness Large Racks & Bumpers - $75 to $200
All prices based on shipment to a commercial address in the lower 48 states - residential delivery or international could be more. For a residential or international delivery quote please call toll free 1-800-722-5872.
Before you hit "Check Out"
If you have not yet hit the "Check Out" button during the checkout process, you can still make changes to your shopping cart. You can add items, remove items, and change the quantities of the products easily - all before entering the rest of your purchasing information.
After your order has been placed.
You will receive a confirmation email stating that your order has been received.
If your order has not been shipped, you may still be able to change your order after you have hit the "Check Out" button.
To make changes after check out, please call us at 1-800-722-5872. Please have ready:
*Your Order Number
*And changes you would like to make to your order.
We will send you a confirmation email with the changes to your updated order.
Cancelling Your Order
If you wish to cancel an order after your order has been placed, please call us at 1-800-722-5872. We are often unable to cancel processed orders on specialty items and custom-made items. Unfortunately, we are also unable to cancel orders that have already been shipped. If your order has already shipped, please refer to our Return Policies.
After I order my product what should I expect?
The first will be the confirmation from Rack N Road that we received your order. If your product needs to be shipped from another store or from the manufacturer, we will send you an additional e-mail with an approx. date that your order will be shipped. If the product is in stock, expect a shipping confirmation within 24 hours.
The second e-mail confirmation will state that your order has shipped. The second e-mail will come from either Rack N Road or our shipping company. If you have not seen any of these e-mails, please check your spam file.
If you still haven’t received your first e-mail or second e-mail, please contact us at firstname.lastname@example.org with "Order Status?" in the subject line. On email order status requests, please provide your first and last name and your order number.
Rack N Road Low Price Guarantee You will never pay more for any product at Rack N Road - That is a Guarantee!
Price match for products you would like to purchase.
If you want to purchase a product from Rack N Road and you see it advertised at a lower price anywhere else, there are two ways to get that price for your order:
Place your order by email.
Email us at email@example.com , and we will gladly place your order at the lower price. Include the lower price and the location where it was found.
Call in your order to get your price match.
We strongly suggest calling in your order, This ensures that no mistakes are made and we can do an online comparison. Call 1-800-722-5872 for on-line orders or contact a store for in-store price matching.
Use our online shopping cart.
Place your order online as you would normally order from Rack N Road. In the "comments" area in the checkout section of your shopping cart, note the lower price you found and where you found that price. We will adjust your order to reflect a credit of the difference.
**Please note: your online receipt will not reflect the price adjustment if you order with our shopping cart. It will be emailed to you immediately once the adjustment has been processed.
Terms and Conditions
Price comparison includes merchandise selling price plus equivalent shipping method and handling charges. Expedited shipping offers may not be available for price matched orders. The item also needs to be the identical product available for purchase from an authorized dealer and not a pricing error. The item must also show IN STOCK. Excludes rebates, liquidations, auction sites such as Ebay, coupons, promotional offers, employee discounts and membership club stores. Price matches discounts cannot be combined with Rack N Road promotional offers. California, Utah and Washington residents – price matches do not include state sales tax.
INFORMATION GATHERED BY RACK N ROAD.
You may also be asked to provide personally identifiable information on the Rack N Road website, which may include your name, address, telephone number, and e-mail address. In addition, if a purchase is made, we collect credit card information, billing and shipping address, customer information, vehicle information, and prior purchases. This information can be gathered when feedback or e-mails are sent to Rack N Road, when you register for services, or make purchases via the website. In all such cases you have the option of providing us with personally identifiable information. You may always choose not to provide the requested information, but you then may not be able to participate in the particular activity that requires such information. If you do provide us with your personally identifiable information, you agree that we may contact you to provide you with information we believe may be of interest to you.
You can't go wrong with a product bought at Rack N Road! The Rack N Road Guarantee ensures that every item you purchase at one of our stores or on-line meets your standards, or you can return it for a replacement or refund. Here at Rack N Road, your 100% satisfaction is our goal so we try to make our returns/exchanges process fast and hassle-free. If you are not completely satisfied with your purchase, you may return the product in new condition and original packaging with a receipt for a full refund (except special order items) of the product within 30 days. After 30 days, you may exchange merchandise or receive a Rack N Road Gift Card to use as store credit with original receipt. From 30-60 days there will be a 15% restocking fee. No returns will be accepted after 60 days from the date of receipt.
Online and Phone Orders
If for any reason you are not completely satisfied with your purchase, you may return the item within 30 days of delivery of your order for a full refund less cost of shipping. The item must be in brand new, unused condition and still in the original packaging.
Rack N Road does not accept returns of used items, non-returnable items (such as outlet/ clearance items, custom paint-matched products) or items returned more than 30 days after delivery.
All special orders will require a 20% restocking fee and shipping charges for on-line purchases will be credited only under instances of warranty return or salesperson error.
For your convenience, on-line purchases may be returned or exchanged at any of our 8 retail store locations once a return authorization number (RA#) has been obtained (see Return Procedure below). See our list of store locations.
If you're ever dissatisfied with any Rack N Road purchase, you may return or exchange the item at ANY Rack N Road store within 30 days from original purchase date. See our list of store locations.
All special orders returned to the store will require a 20% restocking fee.
Call ahead to your nearest store location and our Outfitter Pros will be more than happy to assist you.
How long will it take for my order to arrive?
Please allow 4-5 business days after your order has shipped for your items to arrive, unless you have requested expedited shipping.
Can I get my order faster?
Please choose an expedited shipping option upon checkout. If you have already placed your order and would like an express shipping option, please contact us by phone at 1-800-722-5872. Please have ready your name and order number and the express shipping option you desire.
Our #1 commitment is to ship your products to you as quickly and efficiently as possible. Most items will ship from Sacramento, CA. However, if an item is not in stock, we will ship it from one of our 7 other locations or directly from the manufacturer. We will notify you via email if we do ship your items separately and/or from multiple locations.
The following information is provided for your convenience:
FREE SHIPPING POLICY
All orders totaling $200 or more qualify for free UPS Ground shipping, with the exception of items that are considered overweight, oversized, and/or are special order items only. Here are the following exceptions:
Welcome AAA members!
As a member you automatically qualify for our 10%* off - Show Your Card and Save (SYC&S) discount program. Not to be combined with any other offer.
Its easy to save and we have two ways to do it...
Close by to one of our 8 Locations?
Just stop by anytime to get expert advise and choose from the best selection of vehicle racks and accessories around. Then flash your card or give us your membership number at check out and receive 10% off* your total order!
Or if you're shopping online...
Please check out our great product selection on our website (start by clicking on the left or click here for our home page). If you have any questions or want to place an order just give us a call toll free at 800-722-5872. We will help you out over the phone and make sure you get the SYC&S discount* applied to any purchases!
*Offers are subject to change without notice and are not valid with other discounts, promotions, or coupons. Various conditions and restrictions may apply to all offers. Good at participating locations and in covered areas only.
Pick up your order at a Rack N Road store and save on SHIPPING. Some restrictions apply*.
No shipping charges, even for in-stock oversize items (Excluding trailers)*.
If you're not in a rush and have a little time to wait, if we dont have the product in stock we can order it for you at the same time as we place our major stocking orders so you can save on shipping and/or oversize charges.**
Packages won't sit outside your door if no one is home.
Get your order today... No waiting around for delivery!
Preview your product before you buy or compare/demo similar products on our show room floor. In other words, kick the tires!
Save up to 10% with our In-Store promotions.
Trailers: Shipping charges to a local store range from $140 - $300 per unit.
*Must phone in your order at your local store click here for store nearest you. Free shipping on oversized items applies to in-stock products only.
**Does not apply to all product - it applies to 99% of all Thule and Yakima gear, trailer hitches, home storage and interior accessories. this program is manufacturer specific. please inquire with your closest store representative for more details.
Has my order shipped?
You will receive a confirmation email once your order has shipped. If your order is shipping from an alternate location, a Rack N Road representative will email you about your order progress. But if you would still like to check on your order status, please email us at firstname.lastname@example.org with "Order Status?" in the subject line.
In the email please provide your name and order number. A Rack N Road representative will send you a reply within 24 hours with your order tracking number(s), if available.
How do I track my order?
With your tracking number, simply enter the shipping company's website and enter the tracking number when prompted. Each tracking number is linked in the shipper's website for updated package status and an estimated delivery date. A tracking number will not be available for your order if the item has not shipped yet.
Receiving a tracking number
When your order ships out, you will receive a confirmation email with the tracking number for your order. With the tracking number, you can easily check the progress of your package as it makes its way to your door. A tracking number will not be available if your order has not shipped yet.
Please visit our Wholesale and Group Sales page: Click here.
As of 1/1/2015 we have merged our San Carlos location into our San Jose store.