Shipping and Incorrect Orders Policy

Order Processing

Orders are packed and prepared for shipment as quickly as possible. Processing times may vary during peak periods, promotional campaigns, or periods of high order volume.

Delivery & Tracking

Delivery timelines provided at checkout or on our product pages are estimates only and may vary due to courier partners, peak periods, customs processing, weather conditions, or other external factors. Tracking information will be provided once your order has been dispatched.

Delays in delivery do not automatically qualify an order for cancellation or refund. Please refer to our Returns & Refunds Policy for further details.

Address Accuracy

Please ensure that your delivery address and contact details are accurate at checkout. Rackpack™ is not responsible for parcels delayed, returned, or lost due to incorrect or incomplete address information provided by the customer.

If a parcel is returned to us due to address issues or unsuccessful delivery attempts, re-delivery may be subject to an additional shipping fee.

Lost or Missing Parcels

Once an order has been dispatched and handed over to our courier partner, delivery is managed by the courier.

If a parcel is delayed, marked as delivered but not received, or appears to be lost in transit, please contact Rackpack™ within 7 days of the expected delivery date so we can assist with an investigation.

Customers may be asked to check around the delivery location (such as doorsteps, mailrooms, concierge desks, or with neighbours) while we follow up with the courier on our end.

If a parcel is confirmed to be lost in transit, Rackpack™ will arrange an appropriate resolution, which may include a replacement or refund, at no additional cost to the customer.

Rackpack™ is not responsible for parcels lost or returned due to incorrect or incomplete delivery information provided at checkout.

Incorrect or Damaged Items

If you receive an incorrect or damaged item, please contact us within 7 days of delivery with your order number and supporting photos, and we will assist with a replacement or other appropriate resolution.

Contact

For shipping-related enquiries, please contact contact@shoprackpack.com