Customer policy
Shipping & Delivery
Only approved page content is authoritative. Product, order, and jurisdiction details may require staff review.
Order processing
Orders are processed Monday through Friday. Most in-stock orders are prepared for shipment within 72 hours after receipt. Expedited orders received before 1:00 p.m. Eastern Time may be eligible for same-day shipment on business days; availability must be confirmed.
Standard delivery
Standard orders generally ship by an economical FedEx or UPS Ground service. Coast-to-coast ground transit is typically 7–10 business days after shipment. Many products ship from our primary warehouse in Philadelphia, Pennsylvania. Transit estimates are not guarantees and may vary by product, destination, carrier, weather, and freight requirements.
Shipping charges
Shipping is calculated from the total physical weight of the products in the order and the available delivery method. The exact charge is shown during checkout before the order is placed. Orders that cannot be rated automatically require a shipping quote.
Destinations outside the contiguous United States
Standard service is intended for the 48 contiguous states. The current legacy policy does not offer standard shipment to Alaska, Hawaii, or Puerto Rico. International and Canadian expedited service may be available by quote; customs duties, brokerage charges, and local taxes are not included. Contact True Racks before ordering when the destination requires special handling.
Partial shipments
An order may be divided into multiple shipments to reduce delays when products are available from different locations or at different times. Customers are not charged an additional shipping fee solely because True Racks divides an order into partial shipments.
Inspecting a delivery
Inspect every package before accepting delivery. Note visible damage on the carrier’s delivery record and retain the product, carton, and all packing materials. If damage is obvious, you may refuse the damaged shipment. If damage is discovered after acceptance, contact the carrier and True Racks promptly and preserve photographs and packaging for the claim.
Incorrect addresses and refused shipments
Customers are responsible for the additional carrier charges caused by an incorrect delivery address. A shipment refused for a reason other than documented transit damage may be subject to original shipping, return freight, and the applicable restocking fee under the Returns Policy.