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Terms & Conditions

Returns/Exchanges

We do not offer returns. We offer exchanges on products that are unused and undamaged within 7 days of confirmed delivery. Exchanges will be issued after the return has been received. Shipping charges are not eligible for a refund and customers are responsible for any additional shipping charges that may apply to complete the exchange.

 

Turnaround/Processing Time

Due to items being customized with stain and high order volume, the current turnaround time may take up to 5-10 business days. Please note that shipping dates are not guaranteed. 

Please note that business days do not weekends or holidays. 

 

Combining Orders

We are able to combine orders that have not shipped. If you decide to add item(s) to your order please send us an e-mail to rackandplume@gmail.com with your name, contact information, and order number. PLEASE NOTE that additional shipping fees may apply and an additional 5-10 business days may be added to your expected shipping time. 

If items in your cart are being shipped to more than one address you will need to complete and pay for each order individually, as each order only ships to one address.

 

Expediting Orders

We are unable to expedite orders at this time. Each order will still take 5-10 business days to process. 
Purchasing a particular shipping options only expedites delivery time once a shipping label has been created and tracking information is sent to customers via e-mail (not from date of purchase).

 

After Placing Your Order

You will receive an order confirmation after placing your order, given you've provided us with an accurate email address. Once your order is processed, a shipping label will be created and an email will be sent to the email address that you provided during checkout. This email will contain a tracking number and additional shipping information. Please allow approximately 24 hours for tracking information to become available. PLEASE NOTE that shipping times are not guaranteed.

Once your package has been received by a designated courier service it is no longer the responsibility of Rack And Plume  you can track the order online but we cannot send a replacement for an order until it has been marked as “lost” so the customer can begin the claim process  

 

Returned Packages

If your package is returned to Rack & Plume due to an incorrect address you are eligible for a refund of the subtotal of your order.  To reship your order, you will be responsible for additional shipping fees.

 

Shipping

  • USPS: (www.usps.com)
    • Ensure you provide an accurate e-mail address in order to receive a tracking number.
    • If your package gets lost or is stolen, your shipping came with insurance and you will be able to file a claim with USPS. If your package is lost or was damaged upon arrival, you have 15-60 days from the date of shipment to file a claim with USPS.
    • If you have not received your order in the time stated above or your order is not showing movement within tracking, please feel free to contact your local post office or call USPS by phone at 1(800) 275-877
  • UPS: (www.ups.com)
    • Ensure you provide an accurate e-mail address in order to receive a tracking number.
    • You can file a claim on a package if it has not been delivered 24 hours after the expected delivery date and time. Before filing a claim
    • If you have not received your order in the time stated above or your order is not showing movement within tracking, please feel free to contact your local UPS Store or call UPS by phone at 1(888) 742-5877 for domestic or 1(866) 783-7892) for international packages.
  • DHL: (www.dhl.com)
    • Ensure you provide an accurate e-mail address in order to receive a tracking number.
    • If your shipment is lost, damaged, missing content, or it arrived later than the published delivery commitment, you will need to complete the correct corresponding claim form to ensure that DHL has all relevant information necessary to process your claim and resolve the situation as quickly as possible.

 

International Shipping

Please note that international orders may take up to a month to arrive and may be subject to additional restrictions or duties, which vary by country and the contents of your order. If you are placing an order from outside the United States of America, it is your responsibility to understand your country’s restrictions, duties and any special requirements in order to receive imported goods. Rack & Plume has no control over additional fees and is not responsible for confiscated items, delayed orders, or any additional duties or taxes that may be imposed by your country’s customs office or other government agencies. Packages returned to Rack & Plume due to a failure or refusal to pay the duties or taxes are ineligible for a refund of shipping fees.