TIER-RACK LLC

Refund and Return Policy

Effective date: June 30, 2026   |   Applies to all orders placed with Tier-Rack LLC

1. Overview

Tier-Rack LLC manufactures and sells industrial stack racks and warehousing equipment built to published engineering specifications. Because these products are made-to-order, application-specific, and used in load-bearing and stacking environments, our refund and return policy is strict. By placing an order, you accept the terms below in full. These terms work together with, and are reinforced by, the Customer Acknowledgment Agreement you accept at checkout.

2. Products We Sell

Tier-Rack sells stack racks and warehousing items only — for example portable stack racks, storage rack systems, nesting and movable racks, warehouse storage bins, carts, and related industrial racking and frames. We do not sell, and this policy does not contemplate, consumer goods such as gift cards, books, downloadable products, software, perishable goods, or personal-care items. References to such items do not apply to any Tier-Rack order.

3. Returns — Engineering Defect Only

We accept returns in one circumstance only: a verified engineering defect in a product as manufactured by Tier-Rack. A qualifying return is resolved by exchange or repair of the affected product. We do not issue refunds.

An “engineering defect” means a flaw in Tier-Rack’s design, materials, or workmanship that causes the product to fail to meet its published specification when used within its rated limits and as intended. The following do NOT qualify as engineering defects:

• Ordering the wrong size, model, dimensions, or quantity.
• Needing a different size after delivery, or discovering the product does not fit the customer’s pallets, space, layout, or equipment.
• Damage, deformation, or failure caused by exceeding rated weight capacity, uneven loading, or improper or unsafe stacking.
• Damage from misuse, modification, improper handling, accident, or normal wear.
• Buyer’s remorse, change of plans, or a project no longer requiring the product.

To request a defect review, contact us at sales@tier-rack.com or (800) 325-7869 within 30 days of delivery with your order number, photographs, and a description of the issue. Returns are accepted only after Tier-Rack inspects and confirms the defect and issues a written Return Authorization. Product returned without authorization will not be accepted.

4. No Refunds or Exchanges for Incorrect Size or Selection

Refunds are not offered under any circumstance. Exchanges are not offered for ordering the wrong size, for needing a different size, or for any other change in the customer’s requirements after the order is placed.

The customer is solely responsible for ensuring the correct product is ordered and that all dimensions, weight capacities, and stack-height restrictions are reviewed and followed. This includes confirming, before ordering, that the product is suitable for the customer’s pallets, storage space, warehouse layout, equipment, and intended application. Tier-Rack processes every order exactly as submitted and is not responsible for incorrect product selection.

5. Used Racks — Sold As-Is

All used racks and used equipment are sold strictly as-is, with no warranty of any kind and no right of return, refund, or exchange, including for engineering defect.

The only exception is where limited refurbishment services have been contracted in writing as part of the sale. In that case, our responsibility is limited to the specific refurbishment work performed — most commonly new powder coating. Refurbishment does not include structural restoration or repair, and Tier-Rack makes no representation as to the structural condition, capacity, or service life of any used rack.

6. Customer Responsibility and Limitation of Liability

By ordering, the customer confirms they have reviewed all product specifications and accepts full responsibility for product selection, fitment, loading, stacking, and safe use, as set out in the Customer Responsibility & Acknowledgment Agreement accepted at checkout. Tier-Rack is not liable for damages, failures, or incidents arising from incorrect product selection, incompatibility, overloading, unsafe stacking, misuse, modification, or any failure to follow product specifications and safety practices. Any misuse or improper application voids all warranties. To the maximum extent permitted by law, Tier-Rack’s total liability for any claim is limited to the original purchase price of the product.

7. Shipping and Authorized Returns

Where a return is authorized for a confirmed engineering defect, Tier-Rack will provide return instructions, including the return address, with the Return Authorization. For all other situations, return shipping is not applicable because returns are not accepted. Original shipping charges are non-refundable. Customers should not ship any product back to Tier-Rack or to the manufacturer without a written Return Authorization.

8. Checkout Acknowledgment

During checkout, customers must confirm that they have read and agree to this Refund and Return Policy and the Customer Responsibility & Acknowledgment Agreement, and that they accept responsibility for product selection, fitment, weight limits, stacking, and safe use. This acknowledgment is a binding condition of sale and applies to every order.

9. Questions

For questions about this policy, or to request a defect review, contact Tier-Rack at sales@tier-rack.com or (800) 325-7869.