Payment, Shipping and Returns

Secure Payments

What payment methods are available to me?

We accept Visa, MasterCard, American Express, Discover, Diner’s Club International, JCB, and company checks (for customers with terms).

Will the payment be secure?

Rakks payments are processed via Authorize.Net, which uses high-level SSL encryption technology.

What is the payment process?

We take payment from your card when you have entered your payment details and clicked the ‘Place order’ button on checkout. We start custom orders and stock shipments once we have received your payment. For commercial accounts wishing to apply for open credit terms, please contact us.

What currencies do you accept?

Payment for deliveries to the United States and Canada will be in US dollars (USD).

Cancellation and Returns

Returns are a hassle. What can I do to avoid errors in my order?

Before placing your order, please double- and triple-check to be sure you are ordering the components, dimensions, color, finish and quantity that you would like, and that you’ve given us the correct shipping address.

Can I cancel my order?

Yes, we do accept cancelations if we have not started production as yet. To cancel an order, please contact Service@Rakks.com or call 781-455-8700 Monday-Friday, 9am-5pm.

What if I need to return items?

The first step is to inspect your shipment immediately upon receipt to be sure the components, dimensions, color, finish, quantity and condition are correct. We cannot accept returns without proper authorization and documentation, so if you need to return products, please contact Service@Rakks.com or 781-455-8700, Option 1. Our team will work closely with you to authorize the return and arrange for shipping back to us.

Orders are eligible for return: if initiated within 60 days of delivery and if a return authorization has been issued by Rakks.

  • A 20% restocking fee will be deducted from the refund amount.
  • Return shipping charges will be deducted from the refund.
  • Any product not in new condition (damaged by shipping or otherwise) will be deducted from the refund amount.

Orders are not eligible for return: if the order was received by us more than 60 days after it was delivered to you; if the products in the order are cut-to-length or custom items; and/or if the returned products are not in new condition due to damage from shipping, installation or mishandling while in your possession.

What should I do if an item or items arrive damaged?

We package all items carefully to ensure that they arrive safely, but items do get damaged from time to time. Please inspect your order immediately upon delivery. Look for damage to the boxes and palletized items. If a box or package arrives visibly damaged, please take photos before you open it so that a damage claim may be made with the carrier. Then, open each box and/or pallet and look at the products inside. Take photos of any items that are bent, dented, or have a damaged finish. We need to hear from you as soon as possible if items are damaged in shipping. Some shipping services only accept claims for damages within 72 hours of delivery, so prompt reporting is really important. To report shipping damage, please contact Service@Rakks.com or 781-455-8700, Option 1.

Shipping and Delivery

Where do you ship from?

Westborough, MA, USA.

How do you ship?

Most orders ship via UPS or UPS Freight. Options are available for special delivery requirements such as residential and inside deliveries. Please inform our team if you have any special shipping requirements.

What are the shipping costs based on?

Shipping and handling are listed on your invoice. Rates are based on weight, size, ship-to address and shipping service used.

What countries do you ship to?

We do ship from our plant in Massachusetts, US, to locations around the world—please contact us to discuss if you are outside the US and Canada.

What should I do if an item or items arrive damaged?

We package all items carefully to ensure that they arrive safely, but items do get damaged from time to time. Please inspect your order immediately upon delivery. Look for damage to the boxes and palletized items. If a box or package arrives visibly damaged, please take photos before you open it so that a damage claim may be made with the carrier. Then, open each box and/or pallet and look at the products inside. Take photos of any items that are bent, dented, or have a damaged finish. We need to hear from you as soon as possible if items are damaged in shipping. Some shipping services only accept claims for damages within 72 hours of delivery, so prompt reporting is really important. To report shipping damage, please contact Service@Rakks.com or 781-455-8700, Option 1.

What should I do if I receive incorrect items, or something is missing in my order?

To minimize shipping costs, we often bundle items together, so please be sure to inspect each box thoroughly when your order arrives. If you find that incorrect product was sent or if something is missing, let us know right away at Service@Rakks.com or 781-455-8700, Option 1. Our team will work diligently with you to replace any incorrect or missing items.

What if I need to return items?

The first step is to inspect your shipment immediately upon receipt to be sure the components, dimensions, color, finish, quantity and condition are correct. We cannot accept returns without proper authorization and documentation, so if you need to return products, please contact Service@Rakks.com or 781-455-8700, Option 1. Our team will work closely with you to authorize the return and arrange for shipping back to us.

Orders are eligible for return: if initiated within 60 days of delivery and if a return authorization has been issued by Rakks.

  • A 20% restocking fee will be deducted from the refund amount.
  • Return shipping charges will be deducted from the refund.
  • Any product not in new condition (damaged by shipping or otherwise) will be deducted from the refund amount.

Orders are not eligible for return: if the order was received by us more than 60 days after it was delivered to you; if the products in the order are cut-to-length or custom items; and/or if the returned products are not in new condition due to damage from shipping, installation or mishandling while in your possession.


Questions?