Rack Boys FAQs

Need an answer quick? Browse our complete library of frequently asked questions. Chances are you'll find what you are looking for but if not, don't hesitate to contact the Boys by accessing our contact form. They'll be happy to hear from you!
Who are the Rack Boys?


Who are the Rack Boys?

The Rack Boys are 3 dudes crazy about their racks and based in the Austin, Texas area. Rack Boys was formed in 2009. In addition to the online store, Rack Boys maintains three physical locations in Austin, Houston and San Marcos, Texas.

When asked what makes Rack Boys such a success, the Boys answered "We have built our business around our customers through Austin Canoe and Kayak and apply the same business principles in every thing we do at Rack Boys. Our staff will always provide you with professional and friendly customer service." Read more about the Boys here.

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How much are your shipping charges?

Our shipping is affordable and all orders are shipped right to your doorstep no matter if it's your home or your business. For orders that do not contain over-sized items, our ground shipping is always free when you meet our minimum purchase requirement ($39). From time to time we may waive the shipping fee or change the minimum.

Orders that do not meet the minimum purchase requirement will be charged $4.95. Additionally, we only ship to the 48 contiguous states based on this policy. If you live in Alaska or Hawaii, the shipping rate is $14.95 per order regardless of the purchase amount.

The free shipping offer may not apply to all brands. In these cases, a message on the product page will alert you. Ground Orders are shipped via FedEx Ground or UPS Ground.

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How much does it cost to ship an over-sized item to my home or business?

Some over-sized items may require special handling and therefore cost a bit more to ship. We strive to minimize this cost as much as possible and in the cases where there is an over-sized fee associated with the item we will alert you to this on the individual product page.

Any over-sized fees will cover Residential Delivery, which means your over-sized item is shipped to your door. There are no hidden fees!

This over-sized shipping fee only applies to orders shipped to the 48 contiguous states. If you live in Alaska or Hawaii, please contact us, prior to placing an order. Some over-sized items may have a higher fee associated with it.

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What if I need my order faster than regular shipping?

We offer FedEx/UPS Overnight and 2-Day service. You will be given the choice to select this option on the checkout page. Pricing varies and will be calculated when either the Overnight or 2-Day service is selected. Neither 2-day nor Overnight include Saturday delivery; these are based on Business Days only, for Saturday delivery please call us to place your order.

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Do you ship internationally?

We do ship internationally. We charge actual shipping charges and usually ship via USPS Express International or USPS Priority International. In order for us to quote the shipping cost we ask that you request "International Quoting". To do so please add the items to your cart and then click "Checkout", then choose the link for "International Customers Click Here" right above the Shipping Information. From here we will get your complete address so that we can accurately quote the shipping charges. Unfortunately we are not able to ship trailers internationally, only accessories.

Please contact us at customer@rackboys.com should you need additional information or having international shipping questions.

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When will my order ship?

Items that are designated as "In-Stock" and if ordered before the timer on the product page will ship the same day from one of our distribution centers in Texas. Items that are designated as "Ships in 1-2 weeks" are currently out of stock, but are expected to arrive shortly. These items will ship to you the day that they are received.

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Who will deliver my order and how long will it take?

Most non-over-sized orders are shipped by FedEx Ground or UPS Ground unless expedited delivery is chosen. Typical FedEx Ground and UPS Ground delivery time is 1-4 business days. Over-sized items may be shipped on a common carrier such as Estes Express

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What if I find the same item priced lower at a competitor?

We strive to maintain competitive prices and will match a competitor's advertised final price. However, we reserve the right to ensure that the competitor has the product is in-stock as well as to validate the final price including any shipping, handling or other associated fees.

Please contact us at 866-208-7074 or email customer@rackboys.com should you find a lower price.

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Will I be charged Sales Tax?

All orders are shipped to you tax-free unless you reside in the state of Texas. All residents of the State of Texas will be charged State Sales Tax of 8.25%.

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Some items are excluded on coupons, which items are they and why?

Due to our current pricing and manufacturers policies we are sometimes prohibited from discounting a product or offering additional discounts. Our coupons will automatically apply to eligible products and any product that is not eligible will say so on the product page as the last bullet point.

All coupons and other offers exclude trailers, electronics and any closeout or specially priced products. As mentioned above, each product excluded will be noted as not eligible in the bullet points. Please contact us at 866-208-7074 or email customer@rackboys.com should you have any questions or concerns.

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How do I return an item?

We always take care of our customers and will take back any product within 45 days of purchase for any reason. We can't say that we won't ask any questions; of course we will be curious as to why you changed your mind, but that's only because we care and we want to make sure you get the best service possible.

Should you decide to return your product and it is in new condition we will refund you the full purchase price. If we had to ship the product and you are returning it because you changed your mind, well, we can't refund you the shipping - it is only fair. It is also your responsibility to pay the return shipping fees that might be associated with returning the product. If you are returning a trailer please contact us, as there may be re-stocking fees involved depending on the trailer and its condition.

If you are outside the 45 days, please contact at 866-208-7074 or email customer@rackboys.com to discuss.

All returns require a Return Authorization. This can be obtained by contacting us at 866-208-7074 or by emailing customer@rackboys.com.

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How can I track my order?

You can track your order using our Order Tracking. Click here to track the order.

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Is my transaction safe?

Your credit card and all of your personal information are transmitted via Secured Socket Layer. We use a Thawte SSL 123-Bit Certificate to offer secure communications by encrypting all data to and from our site.

Click on the seal below to validate our SSL Certificate.

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Will you sell my information?

Never! We will never share or sell your personal information to anyone. Your information will always remain secure and confidential. For more information please read our privacy policy.

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How can I get an item that you don't carry?

If you find an item at another retailer that you can't find on our site contact us at customer@rackboys.com or 866-208-7074. We will be happy to order the item for you. Special Order items are shipped to you just like our in-stock merchandise; the same shipping policies apply and there are no additional charges.

If the item is supplied from a manufacturer that we currently have a relationship with, and the manufacturer has the item in stock, we will normally receive the item within 7 to 10 business days. Occasionally we can have Special Order items shipped directly to you from the manufacturer. Generally, you can expect to receive your Special Order items within 7 to 14 business days.

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Contact Info
Contact us by email:
customer@rackboys.com
Contact us by phone:
866-208-7074 (Toll Free)
512-687-3055
Customer Service Hours:
M-F 8am-7pm CST
S-S 9am-6pm CST
Mailing address:
Rack Boys
3106 Longhorn Blvd
Austin, TX 78758
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© 2017 Austin Kayak, LLC All Rights Reserved. Rackboys.com is part of the ACK Family.
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