Return Policy

Effective date: June 2026

Rackable Pallets supplies new, used, refurbished, and made-to-order plastic bulk containers and pallets. Because the suitability of a container depends a lot on how it will be used, please measure carefully and confirm specifications before you order. This policy explains when a return is possible, what the conditions are, and how to start one.

Quick summary

• New, in-stock products: returnable within 30 days, unused and in original condition, with a 20% restocking fee. Return freight is the customer’s responsibility.
• Used or refurbished containers: sold AS-IS based on photos and the description on the product page. Non-returnable unless what was delivered materially differs from what was described.
• Made-to-order, custom, or drop-shipped from the manufacturer (Buckhorn, Orbis, DuraGreen, Monoflo, Ropak, Uni-Pak, etc.): non-cancellable and non-returnable once production or shipment has started.
• Damaged or short on arrival: notify us within 48 hours and we’ll work with the carrier to make it right.

New, in-stock products

If you change your mind about a new, in-stock item, you can return it under these conditions:

• Return request is submitted within 30 days of delivery.
• Items are unused, in their original condition and packaging, and free of markings, residue, or labels other than the original.
• A 20% restocking fee applies to cover handling and re-inspection.
• Return freight is arranged and paid by the customer. We’ll send a return address and packaging guidance.
• Original outbound freight is non-refundable.

Used and refurbished containers

Used and refurbished containers are sold AS-IS. We photograph and describe them as accurately as we can, including any wear, repairs, color blends, and lot-to-lot variation. Because each lot is unique we don’t accept buyer-remorse returns on used inventory.

If you receive a container that materially differs from what the listing described — wrong dimensions, undisclosed damage that affects function, or a different brand than represented — email us within 7 days of delivery with photos and we’ll work out a fair resolution (replacement, partial refund, or full refund and return).

Made-to-order, custom, and drop-shipped products

Many of the items we sell are produced by the manufacturer (Buckhorn, Orbis, DuraGreen, Monoflo, Ropak, Uni-Pak, Macro Plastics, and others) after the order is placed, or are drop-shipped directly from the manufacturer’s warehouse. These items are non-cancellable and non-returnable once production or shipment has started. We will confirm production status as soon as we get it from the manufacturer.

If you need to make changes to a custom or drop-ship order, contact us as quickly as possible at sales@rackable-pallets.com — if production hasn’t started we’ll do our best to accommodate.

Freight damage and shortages

Container shipments are heavy, palletized freight. When the carrier arrives:

• Inspect the load before the driver leaves. Note any visible damage, crushed corners, or shortages on the delivery receipt (BOL).
• Take photos of the load on the truck and on the ground.
• If you discover concealed damage after unloading, document it with photos and contact us within 48 hours of delivery.

We file the freight claim and work with the carrier so you don’t have to chase it. Damage that isn’t noted on the BOL or that’s reported more than 48 hours after delivery is hard to recover from the carrier, so prompt notice is important.

Non-returnable items

• Used or refurbished containers (except as described above).
• Made-to-order, custom-colored, or custom-stamped containers.
• Lids, parts, and accessories that have been installed, drilled, or modified.
• Items returned without prior authorization, returned more than 30 days after delivery, or returned in non-resaleable condition.

How to start a return

1. Email sales@rackable-pallets.com with your order number, the items you want to return, and photos of the items.
2. We’ll review eligibility and, if approved, send you a Return Merchandise Authorization (RMA) number and return address.
3. Ship the items back freight-prepaid (for buyer-remorse returns on new items) and reference the RMA on the BOL.
4. Once we receive and inspect the return, we’ll issue your refund.

Refund timing

Refunds are processed within 7–10 business days after we receive and inspect the returned items. Refunds go back to the original payment method. If you paid by check or wire, refunds may be issued by ACH or check.

Cancellations

Orders for in-stock items can be cancelled at no charge before they ship. Orders for made-to-order or drop-shipped items can be cancelled only if the manufacturer has not yet released them to production or shipping; a manufacturer cancellation fee may apply.

Questions

If anything about your order doesn’t look right, contact us first — we’d rather make it right than have you stuck with a container you can’t use. sales@rackable-pallets.com