Shipping & RMA

Shipping Charges:

Shipping charges are calculated by weight.

Freight collect shipping is available upon request except for items that ship direct from the manufacturer, as they reserve the right to use their own carrier.

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 48-72 hours depending on the manufacturer’s shipping policy.

“Blind” shipping is available upon request.

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).

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.

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.

Requesting a Freight Quote:

Follow the directions below:

Email [email protected] 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.

RETURNS:

Time Line:

Any non-custom 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.

Restocking Policy:

A non-custom built item in perfect condition may be returned within 30 days of delivery.

Standard restock fee is 20% of the price of the returned item.

NOTICE: Custom built products are non-cancelable/non-returnable at time of purchase.

Return Merchandise Authorization (RMA):

CustomAVRack requires a Return Authorization Number to process your return.

Please follow the directions below to obtain your RMA number:

To Request an RMA:

Email the following to [email protected]

  • Your order ID Number
  • 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 Number

Instructions on how to proceed with your return

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.

shipping