SALES POLICY – TERMS & CONDITIONS – EXCHANGES & RETURNS – REFUNDS
FREQUENTLY ASKED QUESTIONS
Please take note that due to the due to the individual customization and fit of GOBI products. All GOBI Racks sales are (“FINAL”) upon confirmation of the order with a GOBI representative and payment has been provided by the buyer.
Order Confirmation: All orders placed with GOBI must be confirmed by the buyer and acknowledged by a GOBI representative. The order confirmation serves as an agreement between the buyer and GOBI.
Individual Customization and Fit: GOBI products involve individual customization and precise fitting. It is the responsibility of the buyer to provide accurate specifications and requirements at the time of placing the order.
Confirmation Process: It is the customer’s responsibility to carefully review the order confirmation for accuracy. If any discrepancies are identified, the customer must promptly notify GOBI Racks in writing at customerservice@gobiracks.com to request necessary corrections.
Payment: Payment for the order must be provided by the buyer as per the agreed terms and conditions. GOBI reserves the right to withhold shipment until payment has been received and cleared.
Deposit(s): Once your order is confirmed and payment information has been collected, ALL sales are considered final. This applies to both roof racks and ladder orders, which require a non-refundable deposit upon confirmation with a GOBI representative and collection of payment information. A $500 deposit for a GOBI Roof Rack and a $100.00 deposit for GOBI ladder orders, and full payment for accessory orders. Failure to process payment will result in the inability to produce, pack, or release the order to the shipping company.
GOBI Racks:
Sales Final: Due to the individual customization and fit of GOBI products, ALL sales of GOBI Racks are considered final upon order confirmation with a GOBI representative and receipt of payment by the buyer.
Incorrect Product Shipment: If GOBI is responsible for shipping an incorrect product, GOBI will take full responsibility and promptly reship the correct product to the customer in an expedited manner.
Return Guidelines:
Return Process: If a return is authorized by Management, please adhere to the following guidelines:
Return Location: The customer must return the item(s) to GOBI Racks at
14509 E 33rd Place Unit E, Aurora, CO 80011.
Shipping Cost: The customer is solely responsible for the shipping cost of the return item unless responsibility falls under GOBI Racks.
Condition of Item: It is crucial to return the item in its original condition, without any damage or missing parts.
Inspection and Refund: Once we receive the returned item, we will carefully inspect it. Any agreed-upon charges will be deducted, and a credit will be issued to the original payment method provided by the customer.
Communication Policy:
Written Communication: GOBI requires that all returns and conversations regarding returns be conducted through written communication. This policy is implemented to avoid misunderstandings and ensure clear and documented correspondence.
Please direct all written communications regarding returns to customerservice@gobiracks.com.
By making a purchase from GOBI Racks, you acknowledge and agree to comply with the terms and conditions outlined in these Exchanges & Return Policy. It is recommended to contact GOBI Racks directly to obtain authorization and further instructions regarding any potential returns or concerns.
Refunds: Refund Process: If a refund is deemed necessary, please consider the following policy:
Processing Time: Refunds may take up to ten business days to be reflected on your statement.
Credit Card Payments: Refunds for credit card payments will ONLY be issued to the original credit card provided during the purchase.
Other Payment Methods: Refunds for alternative payment methods will be processed using the same method initially provided.
FAQ’s
Will my vehicle fit into garages with a GOBI Rack? Find out the added height of a certain rack by viewing the SPECIFICATIONS tab on each product page.
How soon will my order ship once I’ve placed my order?
After placing an order online, you will be contacted by a GOBI representative for confirmation within the following 72 hours (excluding holidays and weekends). Lead times may vary. Contact a GOBI representative for current lead times.
What happens if my order is damaged upon arrival?
If your order is damaged upon arrival, please notify the GOBI Office within five business days after day of delivery. A GOBI representative will work with you on how to proceed.
Does GOBI provide installs?
If you are a Colorado local or passing through, and your rack is ready, please call the GOBI office to arrange for an installation at our facility (by appointment only*).
Does GOBI ship to Canada?
Yes, we do ship to Canada. However, we recommend ordering from a GOBI vendor in Canada.
Can my order be shipped to an APO/FPO address?
Unfortunately, it cannot.
Can I cancel my order?
After receiving order confirmation, all GOBI sales are final. This is because we commit to the supplies cost needed per order after receiving your confirmation approval.
Do you have back stock inventory?
No, all GOBI products are specially made to order.
Do I need to drill into my vehicle?
GOBI uses a signature no drill mount system, assuring that you will never need to drill into your vehicle.
Can I pick up my rack to avoid shipping?
Yes, roof rack orders can be picked up directly.
Do you provide order tracking?
No external tracking numbers are provided. Please allow 5-10 business days for delivery. If you do not receive your order within this timeframe please contact the GOBI office.
Which payment methods are accepted?
We accept all major credit cards and PayPal. We also accept in-house cash payments for pick-up orders. (No check payments are accepted)
When does my order get charged?
The order placed requires a deposit. $500 for rack orders, $100 for ladder orders and full payment for accessory orders. If we are unable to process payment we will not be able to pack/release it to the shipping company.
