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Our Policies
Shipping Policy
International Shipping
Return Policy
Privacy Policy
Shipping Policy
We pride ourselves on being able to turn orders around quickly, and in most cases your order will ship the same day it is placed. We process orders immediately upon receipt throughout our business day. Our standard shipping service is FedEx Ground (Business and Home Delivery). We also offer shipping using the United States Postal Service, FedEx 2-Day Air, and FedEx Standard Overnight. We also provide LTL freight shipments for larger items.
Orders must be received by the following cutoff times to be shipped the same day:
* FedEx Ground Shipment - 2:00pm Mountain Standard Time
* FedEx Express Shipment - 3:00pm Mountain Standard Time
* US Postal Service - 11:00am Mountain Standard Time
Orders are processed on Saturdays throughout the day. FedEx shipments will not ship until the following Monday. US Postal Service shipments will ship the same day if received before our standard cutoff time.
Free Ground Shipping Promotions
From time to time, Cracks & Racks will offer free ground shipping with FedEx Ground on orders over a certain amount. Free Ground shipping does not apply to cargo boxes or other larger items that must be shipped via truck freight or items that are marked oversized. Items that ship via truck are clearly marked on the individual product pages.
Free Ground Shipping does not apply to zip codes in Alaska or Hawaii. If you would like to have your order shipped to these locations, please contact the shop for a shipping estimate prior to placing your order.
Oversized items
Some items that we sell are oversized and may have additional freight charges. These products will be designated oversized with applicable charges listed in their product descriptions.
Freight Shipments
Cargo Boxes and other items that are too big for FedEx will be shipped via Freight Carrier. We can ONLY ship freight items to ADDRESSES in the Contiguous US!
Please allow 24-48 hours for truck shipments to be shipped and 7 - 10 business days for delivery. In most cases, you will be contacted by the trucking company prior to delivery to arrange for the delivery. Occasionally, tracking information may be delayed on truck shipments. Refused Truck Shipments will be assessed a 20% restocking fee and freight is non-refundable. Please feel free to contact the shop if you have any questions about truck shipments.
Express Delivery
We offer Overnight and 2-Day FedEx delivery. Your order must be in by 12:00 p.m. (noon) Mountain Time. Orders placed after noon Monday-Thursday will be shipped out the following business day. Overnight orders placed on Friday by noon will be delivered on Monday, 2 day by Tuesday. Overnight and 2-Day orders placed on Saturday or Sunday will be shipped out on Monday.
U.S.A. Armed Forces Personnel
We are pleased to help members of the Armed Forces with orders for rack parts to be shipped around the world via the United States Postal Service. Please call the shop at 866/925-2287 if you need assistance placing your order. Freight Items
International Shipping
Shipments to Canada
We will ship to Canada via United States Postal Service. Any taxes, duties and fees incurred will be the responsibility of you, the customer. (Packages will not be delivered by US Postal Service until these fees have been paid!) Cracks & Racks will not be responsible for any fees or charges and cannot estimate what these charges might be. If you have questions, please contact the shop toll-free 866/925-2287.
We're sorry, but we cannot ship current Thule or Yakima parts and accessories to Canada.
If a package is returned to Cracks & Racks due to address errors made by the customer, delivery is refused, or no one is available to accept the package, it will be the responsibility of the customer to pay all return shipping and any associated fees.
Refused international shipments will be assessed a 20% restocking fee.
Return Policy
We will happily accept returns within 30 (thirty) days of purchase. All items must be unused, in original packaging, with all parts, manuals, etc. present. Parts that have been previously installed are not returnable. Cracks & Racks, at its discretion, may charge you a 10% restocking fee if all parts are not returned with the above criteria. Freight does not qualify for a refund. You are responsible for all shipping costs back to Cracks & Racks - including all International Shipments.
Return Shipments should be mailed to:
Cracks & Racks
406 Aspen Business Center
Suite A
Aspen, CO 81611
Please reference your Order Number on you return shipment.
Damaged Goods & Warranty Parts
Damaged goods during shipping or warranty replacement parts will be replaced by Cracks & Racks and shipped to the customer directly. If you need to make a return or receive a replacement part, please contact the shop for assistance. We will
Refunds
Refunds will be issued in the same method as the original payment. If your purchase was made during a free shipping promotion, the original outbound cost of shipping to you will be deducted from your refund. Shipping charges are not refundable.
Privacy Policy
We respect your privacy! We will only use your email address for official communications with you from cracksandracks.com and we will never reveal, sell, rent, lease, trade or give it away. In fact, we have no desire to do any of those things. Your personal information is safe and confidential with us. We will not sell or give your information to anyone for any reason other than to complete the transaction at hand. If you enter into any Cracks & Racks contests or submit any photos for our gallery, you are giving us full rights to use your name, any text submitted, and your images on our site. If you want credit for images submitted, please ask and we will be sure it gets listed with the photos.
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Top 10 Reasons to Shop With Us
1. We are a rack specialty store and have personally installed all of the products we sell. We're lifestyle enthusiasts who share your passion for outdoor endeavors. Because we use them ourselves, we know our products extremely well.
2. When you contact us, you are guaranteed personal, one-on-one attention from a real human being that is qualified to answer your questions or help you with your order.
3. We know that a rack purchase is an investment. That's why we're committed to providing you the best value, and will spend as much time as needed to help you make smart, informed decisions.
4. Our customer service goes beyond what you expect from online retailing. This foundation of our business earned us Thule's coveted 5-Star Dealer Status. Just check out what our customers have said.
5. We offer Free Ground Shipping on orders over $99.00 and don't charge sales tax outside of Colorado. In fact, 99% of our orders will ship the same day you place your order. If an item is backordered, we'll send you a personal email so you'll know when to expect your order. We'll ship it out the same day we get it back in stock.
6. Our pricing is the best available online with products from Thule & Yakima at 10% below retail everyday. If you find a cheaper price somewhere else, we'd like the opportunity to match it.
7. Your personal information is completely secure. During checkout, your data is sent via an SSL connection and is protected by encryption, a mechanism that prevents eavesdropping and tampering. SSL provides businesses and consumers with the confidence that private data sent to a Web site, such as credit card numbers, are kept confidential.
8. Our return policy is super easy. We understand that online shopping sacrifices the advantage of touching and feeling the products in person, so we make returns as worry-free as possible. Your responsibility lies with shipping the item back to us.
9. Our store is open from 8am - 5:30pm Monday thru Friday and 9am - 5pm on Saturdays, Mountain Standard Time. Our phones ring straight through to the shop to be answered by a live person. In the event that you leave a voicemail, you can rest assured, we WILL return your call.
10. We've made purchasing base rack systems easier than anyone else with our complete rack systems. We even offer the option to have your rack shipped to you preassembled, if applicable.
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