FAQ – Frequently Asked Question

If you don’t have the time to ask our customer service about a situation you are in you can check out our Frequently Asked Questions because maybe the answer might be there. Feel free to check all questions and we hope that you will find your answer in a few minutes. If you still can’t find your answer please Contact us on our contact page and we will be glad to help you.

GENERAL

Is my personal information safe on your website?
Yes, your personal information is safe with us because we use SSL (Secure Sockets Layer) protocol for the encryption of all personal information sent during the checkout. Everything you want to know about actions regarded to your personal information you can check in our Privacy Policy.

Which browser should I use to visit your site?
If you want to experience our website in best conditions, we recommend you to use up to date versions of Google Chrome, Mozilla Firefox, Microsoft Internet Explorer or Apple Safari.

How can I contact RACK Sports?
You can contact our customer service by e-mail, live chat, social networks, phone, or using our contact form. Everything you need for contacting us on you can find on our Contact us page.

PAYMENT

What are my payment methods?
When you proceed to the checkout you will see all types of payment we accept and you can choose the one you want and can place the order. We do not ship products until the order is completed so please complete and pay so we can send you your order as soon as possible. Currently, accept Paypal and other debit or credit cards.

Is it safe to pay on rackpooltables.com?
Yes, Paypal is one of the safest and fastest payment methods on the internet at the moment.

How can I use my coupon code for discount?
When you proceed to checkout on the top will be a light blue button which says: ”Have a coupon? Click here to enter your code” Click here and enter your coupon. You will see a change in your order.

Do I have to pay sales tax?
Sales tax is already included in the total price advertised.

When will my credit appear on my account?
Credits usually take about a week which is somewhere between 7-10 days from the time we receive your payment for the order.

When will my credit card be charged?
Your credit card will be charged within 24 hours. That way we can ship you your order as soon as possible, which is almost everytime in the 24 hours after we receive the payment.

SHIPPING AND TRACKING

Where is my order coming from?
Your order is coming from our warehouse which is located in San Antonio, Texas, USA.

Do you ship worldwide?
Yes we do! Select your country during the check out process and our system will generate a shipping price to your country.

What is the shipping cost on your website?
Currently, we offer FREE shipping to our customers for all products/orders on our website to the contiguous 48 states. Shipping outside of the contiguous 48 states may incur additional charges.

How long does it take for my product to arrive?
The shipping time is estimated at 2 to 3 business days. The period depends on what you have ordered and on where you are from.

When will my order be shipped?
You will receive a shipment confirmation when we ship your order with a tracking information. We usually ship the product in the next  24 hours after payment confirmation. We recommend you to see each product page for more information so you can be sure that we have it in stock.

How will I know that my order is on the way?
You will get an e-mail with the confirmation and a tracking number once we ship your order. You can use that tracking number to check the status of the shipment once you receive it via e-mail.

How do I track my order?
Once we ship your order you will get a confirmation e-mail with the tracking number. You can use the tracking number to check the status of your order on the link you got in the same email.

You can also find your tracking number in your RACK account with the link so you can check your order in your account too. To go to the RACK account, you have to go to the footer and choose Login/Register and enter your information. Then on the left menu choose Orders. Then choose the order you want to track (or press the button VIEW) and you will see the tracking number. Below that, you will see a button which says „You can track your order here“. When you press that button you will go on the courier’s website and then simply enter your tracking number.

Keep in mind that our orders usually come between 2 and 30 days. That depends on what you ordered and where you are located.

What if my order didn’t arrive in 30 business days?
There is a tracking number with every product so you can check the status of your order. You can see how to check the status of your order in the answer above.

The first step you have to do is make sure that the items listed in your order have already been shipped. If you order displays your Package Tracking Number, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

What if my order is missing an item from my shipment?
If you have ordered two or more products they might come in different packages, depending on the size of the order. If only one package arrived, there is a chance you will have to wait a few days for the second one. To make sure that the second one is on the way you can check the status of the package.

When will my backorder arrive?
Backordered items are those which our suppliers are unable to predict when they will have more in stock. The moment they get back in stock we will ship them to you as you ordered.

How, when and where to open our package?
We highly recommend that you open the package in front of the post office employee. The reason for that is because if the item is broken you have to make a memo in the post office so we can get the money back for the shipment of the product.

Contact us with the description of the problem and pictures and we will send you another product. This is not something we can control, so please have patience and understanding.

After which day customers need to contact support?
If you do not get an order confirmation email with your purchase receipt within 24 hours business and/or if you do not get a shipping confirmation email with your tracking information within 48 business hours, you can contact support@rackpooltables.com right away.

How does the package tracking work?
Your tracking and carrier information will be sent to the email you included during check out within 48 business hours.

Do you ship your orders in a few different packages and from different locations?
The shipping is curbside delivery only. RACK Pool Tables will be shipped in 1 large package. If your table weighs less than 150lbs it will be shipped via UPS or FedEx. If the table weighs more than 150lbs it will be shipped by a partnered freight company. You can either contact the shipping company to schedule delivery or contact RACK customer service and we will be happy to help! If you order any additional accessories or small parts they will be shipped separately via USPS. Large parts or accessories will be shipped via UPS or FedEx.

RETURNS

What if my order gets damaged?

Table damage must be noted on the Proof of Delivery at the time of delivery to ensure proper credit.If for any reason you suspect damage that is not visible, please note “Subject to Inspection” on the delivery receipt. Should the driver not allow you to make this notation please refuse the shipment and contact us at support@rackpooltables.com

For any concealed table damage found after the delivery you must notify us within five (5) days of delivery to ensure proper credit. If you find your table has concealed damage do not assemble the table.
If a table has freight damage and a pick-up by the freight company is required, you are responsible for re-packing the table in its original packaging.

Should you fail to comply with the arranged pickup time and re-packaging, you will be responsible for any additional charges for new pick up and/or other such fees established by the Freight Company and ourselves.

If there is extensive damage to the product, please contact us at your earliest convenience, and reference your order/shipment number. Such products with shipping or factory damage will be replaced or refunded by the manufacturer according to policy. More information may be required depending on date and products ordered

What if my order is missing parts?
First, you need to check if you got all the items listed in your order. If any of the product you got is missing a part you need to contact our support team and we will make sure that you get the missing part. Contact us via e-mail and describe the problem with pictures so we can solve the problem immediately.

What if I got the wrong size or a wrong product?
If you receive the wrong product, Contact us and return in the next 72 hours and we will send you the right product immediately. You can send us the product with the description of the problem and the pictures on our e-mail, so we will know your reason for return. We will pay the return shipping and send you the right product as soon as possible.

What if I want to return the product I don’t like?
At RACK Pool Tables, your satisfaction is our top priority. We pride ourselves on providing premium Pool Tables at an affordable price.

If for any reason, you are not satisfied with your RACK product, we invite you to return or exchange your item within 14 days of delivery with a full money-back guarantee (excluding return shipping and restocking fees).

That is because we stand behind every RACK product we make, we also offer a LIFETIME Manufacturer Warranty on Pool tables you purchase from our website.

If for any reason, you are not satisfied with your RACK product, we invite you to return or exchange your item by sending the product back unopened and in original packaging and notify us before you send the product with the reason for the return. Then, we will refund you minus the return shipping fees (if you don’t pay it while sending back) and any applicable restocking fees. Our products have detailed descriptions and many pictures so people can see every detail of the product, plus the dimensions.If buyers have any issues or queries prior to order placement, please feel free to reach out to our reliable customer service team.

MY ACCOUNT

How do I create an account?
First, click the Login/Register link at the bottom of the website. After that fill your email address and click on the REGISTER button. You will get a password and username on the e-mail you submitted in the step before. Keep in mind that your information is NEVER sold to any other company and is kept completely private. For more information about that, please view our Privacy Policy.

How do I edit my account details?
To edit your account details, click the Login/Register link at bottom of the website. You will get in the dashboard of your account and you can choose Account Details. There you can change your first name, last name, display name, email address, and password. If you have any trouble, please contact our customer service.

How do I edit my billing and shipping address?
Click the Login/Register link at bottom of the website to edit your account details. In the dashboard of your account you have to choose Addresses and then choose which address you want to change (billing address or shipping address). The next step is to click on edit icon right next to the address you want to change. You can change your address and when you are done, don’t forget to click on button Save Address.

How can I delete my account from your website?
To delete your account from our website with all your information you have to send an email to our customer support. In that email, you can tell them why you want to erase the account or just notify them that you want to erase it. Make sure that you tell which account you want to erase in the e-mail. After sending your email your account will be deleted in next 24-48 hours. You can contact our support team on our contact page here.

What if I forget my password?
If you forget your password, click the Login/Register link at bottom of the website. Under the login box, you’ll see a link that says Lost your password?. Click on that link. After that, you need to write your Username or e-mail we can send you an e-mail. We suggest to put your e-mail and click on button Reset Password. In few minutes you will get an e-mail with the new password for your account because the password is reset.

BUYER’S GUIDE

What if I want to see my previous orders?
To review your orders, Click the Login/Register link at bottom of our site and in your dashboard click on “Orders”. There you may compare your order history on our website, with your financial records. If you have any other questions or concerns about the topic, please contact our customer service for further assistance.

What if I need a copy of my receipt/invoice?
You don’t have to worry about that because you will get a copy of your receipt/invoice when you complete the order on your e-mail. If you lost your email with receipt/invoice you can check by clicking the Login/Register link at bottom of our site and in your dashboard click on Orders.

How do I find the product I am interested in?
To find the product you’re looking for, you may use the navigation menus on the top, left & bottom of our website. The second option is to type a keyword of the product into the SEARCH box in our sidebar. If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I navigate the site?
To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You’ll notice that anytime you scroll over something that is a link, your mouse cursor will become a “hand”. Whereas scrolling over anything that is NOT a link will leave your cursor as an “arrow”. You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

How to use website?
To use the website you have to click on the shop icon on the website and you will see the products we offer. Choose the product you are interested to see the details of the product. Choose the size or the color (if it is applicable) and once you are satisfied, click on Add to cart. The next step is to proceed to checkout. There you have to enter the shipping and billing address and choose the payment option with the required information.

Do you offer any military or teacher discount?
We appreciate and want to honor those who currently serve, have served, or teach Pre K – 12th, the future leaders of our world. These brave men and women will receive a 10% discount on all orders. Contact customer support to apply this discount to your order.

GUARANTEES

Low Price Guarantee
It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money! That is why besides low price we are offering you FREE SHIPPING option for almost every order.

Privacy Policy
We value your privacy and we want you to be satisfied with our work. Due to that, we encourage you to view our Privacy Policy for complete details on how we use the information we collect.

Security
This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security so you can be sure that your information is safe.

Lifetime Warranty
We give an Unlimited Lifetime Warranty on all products and parts sold on our website and thru authorized seller sites that are worn, stop working properly or are damaged. The only exception is we do not cover damage from acts of mother nature such as flooding, fire, hurricanes, etc or any kind of damage caused by customer actions. If you have any questions about the warranty, please contact our customer support.

14- Days Money-Back Guarantee – No Questions Asked
At RACK Pool Tables, your satisfaction is our top priory. We pride ourselves on providing premium Pool Tables at an affordable price. But if for any reason, you are not satisfied with your RACK product, we invite you to return or exchange your item within 14 days of delivery with a full money-back guarantee (excluding return shipping and restocking fees).

Free Shipping
For all orders that you make on our website, we give you FREE shipping.

Your 100% Satisfaction Is Our #1 Priority
In our company customer is in the first place. That is the reason why we have great products with the better support that want to help you.