Damaged, defective or missing parts?

If your unit is damaged, defective or missing parts, please contact us immediately ( e-mail us at customercare@rack-em.com )or call the 800# of the manufacturer provided with your unit. We have various ways of correcting the problem. We will send our replacement parts or units as we deem necessary free of charge. We cannot take returns due to defective, damaged or defective parts for the "engineered wood" units as our freight costs are very high.

Returning a unit?

If you are not satisfied with your merchandise you may return it at your expense in its original packaging within 30 days of receipt for a refund. The shipping and handling charges included in the price of our products will not be refunded. Please contact us first before returning any unit so we may provide you with a return authorization and return address. We cannot be held responsible for units returned without prior authorization.

NOTICE: Please note that some freight and restocking charges may apply to returned units.

Canceling a order?

Once an order has been accepted by us it may not be possible to cancel the order before it is shipped. If you find yourself in this situation, please contact us immediately and we will do our best to cancel your order, be aware that some charges may apply.

Help?

You may either contact us by e-mail at customercare@rack-em.com or fax us at 1-972-427-8499. You may also call our customer service center at 1-214-536-3027, Monday - Friday 9am-6pm Central Time.

We will NOT accept any returned items without being contacted first.