Custom A/V Rack Shipping & Returns




Shipping Charges:

Shipping charges are calculated by weight.

CustomAVRack does not use shipping charges as a profit center.


Shipping Policies:

Items that are in stock in our warehouse ship same day if the order is placed before 3:00 pm EST. 

Orders shipping directly from the manufacturer to you, typically ship within 24-48 hours depending on the manufacturer's shipping policy. 

To ensure faster delivery, we assess each delivery location and when possible ship from closer warehouses to reduce transit times. 

"Blind" shipping is available upon request.

Freight collect shipping is available upon request. 



FedEx and UPS Shipping Options Include:

  • 1-Day
    • Morning Delivery
    • Afternoon Delivery
  • 2-Day
  • 3-Day
  • Ground

Most items will ship via FedEx or UPS with the exception of oversized/heavy items that require freight delivery. 

Depending on your region of the United States your Ground delivery time can vary from 1-5 business days. 

Transit times are calculated from the time the product is shipped (not ordered). 

Once your order has shipped you can expect Ground shipments to take anywhere between 1-5 business days depending on where it is shipping from and shipping to. 

Attn: Canadian Customers - Shipping GROUND to Canada incurs a $40.00 USD brokerage fee that will be assessed after the order is placed.  After we receive your order that is shipping to Canada, we will contact you about the additional fee.  There are two options to avoid the brokerage fee.

  • You can use your own broker
  • You can choose UPS Worldwide Expedited shipping which includes the brokerage fee


Freight Delivery:

Freight deliveries are sometimes required for large and/or heavy items that cannot ship via common carrier.

Freight deliveries are not necessarily a more expensive delivery option. 

Residential deliveries incur an additional charge from the carrier.  If your order is shipping to a residential location we will contact you with rates, depending on carrier it is around $30.00

Some freight deliveries do require that the delivery location have a dock, and in the case that the delivery location does not have a dock, a lift-gate fee may apply. 

Lift-Gate fees are charged by the freight company and they vary from freight company to freight company. 

The lift-gate fee may be avoided if able bodied individuals are able to unload their shipment from the truck.

It is best that you notify us if you are trying to avoid the lift-gate fee, some items may be way too heavy for a team lift at the delivery location.

All customers who decide to unload freight deliveries, do so at their own risk. 

CustomAVRack is in no way responsible for potential injuries or damage incurred during and after unloading a freight truck that requires a lift-gate.


Requesting a Freight Quote:

Requesting a freight quote is quick and painless!

Follow the directions below:

  • Email the following:
    • Item(s) you want to order
    • Delivery Address
    • Whether or not your location has a Dock
    • Will you need a Lift-Gate? 

You will receive an email reply promptly with the freight charges for the order. 





Time Line:

Any item in perfect condition may be returned within 30 days of delivery.

CustomAVRack cannot accept returns that fall outside of the manufacturer's return policy, typically 30 days.

Any item returned after the 30 days will be assessed on a case by case basis. 


Returns Processing:

CustomAVRack may take up to 14 business days after receiving the returned product to make a decision on the refund in question.  


Return Merchandise Authorization (RMA):

CustomAVRack requires a Return Authorization Number to process your return.

Please follow the directions below to obtain your RMA #:

  • Requesting an RMA:
    • Email the following to
      • Your order ID #
      • Company Name
      • Customer Name
      • Phone #
    • State the item(s) you would like to return
    • State your reason for return

After you request an RMA # you will promptly receive the following via email:

  • RMA #
  • Instructions on how to proceed with your return

If you do not qualify for a return because it has been after the 30 days from delivery we will assess your situation and may be able to take a late return depending on the circumstances.


Restocking Policy:

Unfortunately, restocking fees are necessary.  

Standard restock fee is 25% of the price of the returned item.

CustomAVRack does not use restocking fees as a profit center.

CustomAVRack is charged restocking fees from the manufacturer when a customer returns an item, thus making our restocking fee policy unavoidable.


Crediting Returns:

Credits are made once the returned item is received and inspected. 

Returns are credited to the original account that was used for purchase.

After the credit has been processed it can take up to 72 hours for your funds to appear in your account.