Help Hub
Most frequently asked questions
What’s the difference between “Reconditioned” and “Refurbished”?
At RakeRock, we sell only expertly reconditioned devices that have undergone a defined, multi-point inspection, cleaning, and restoration process for quality and performance.
Unlike the vague term “refurbished,” our reconditioned products are graded with transparent standards so you know exactly what to expect:Recon+ (Premium) – Like new: flawless screen, OEM parts, ≥ 85 % battery health.
Recon (Excellent) – Light micro-scratches not visible from arm’s length, ≥ 85 % battery health.
ReconECO (Good) – Noticeable wear (scratches or dents), fully functional, ≥ 80 % battery health.
New – Factory-sealed, never used.
How long does it take to process and ship my order?
After processing, delivery times can vary based on your location.
Processing: 1–2 business days (Monday – Friday, excluding holidays)
Standard delivery: typically 1–5 business days after shipment confirmation
These are estimated delivery times and not guaranteed. You’ll receive a tracking number once your order ships so you can monitor progress.
What is your return policy?
We offer a 30-day return window after delivery for eligible returns. Some important details:
If an item is defective or mis-described, return shipping is free.
If you are returning for other reasons (e.g., change of mind), you are responsible for return shipping costs.
All returns must be approved with an RMA (Return Merchandise Authorization) before shipment. Contact support to begin the process.
Physical shipping address:
470 West 1st Ave, Roselle,
New Jersey 07203
Or select the relevant category to find answers
About my account
Payments
Shipping
Problem with my order
Warranty
Returns & refunds
Account
How can I update my account information?
You can update your account information by accessing the "Account Information" section and selecting the option to change your password, name/last name, or email.
How do I initiate a return for an order?
To initiate a return for an order, navigate to the "My Account" section and select the option "My Returns". Follow the prompts to initiate the return process. You can create a refund only when the order is in the status "Completed".
How can I view my previous orders?
You can view your previous orders by going to the "My Account" section and selecting the option "My Orders". This will provide you with a list of all your past purchases. On this page you can find your order number, tracking number or make a reorder via the "Reorder" button.
Where can I find the cards I've used for purchases?
You can find the credit cards you've used for purchases in the "My Account" section. Look for the option "Payment Method" to view your saved payment methods or credit cards to see the ones you've used for purchases. You will not see available credit cards in this section until you have at least one order with a status of "Completed".
How do I access my wish list?
To access your wish list, simply go to the "My Account" section and select the option "My Wishlist". This will display all the items you've saved for future purchase. You can also go to the Wishlist from the top menu - just click on the ♥ next to your account name.
How can I manage my addresses?
You can manage your addresses by accessing the "My Account" section and selecting the option "Address Book" to add or change your address book. From there, you can add new addresses, edit existing ones, or delete outdated ones. You can also change your address directly at the time of purchase when you are on the payment page.
Payments
What forms of payment do you accept?
We accept American Express, Visa, MasterCard, Discover, ApplePay, and Google Pay as options for payment. For credit card payments, please note that the provided billing information must be a 100% match with the information on file with your credit card company.
Is it safe to enter my payment information on your website?
Absolutely! We take the security of your payment information seriously. Our website uses secure encryption protocols to protect your data and ensure that all transactions are processed securely.
Do you store my payment information?
No, we do not store your payment information on our servers. We prioritize your security and follow industry best practices. All payment information is securely processed by our trusted payment service providers.
When will I be charged for my order?
Your payment will be charged at the time of checkout. Once you confirm your order, the payment will be processed immediately, and you will receive an order confirmation.
Do you offer refunds or returns?
Yes, we have a refund and return policy. If you are unsatisfied with your purchase, please refer to our refund and return policy for instructions on how to initiate the process.
What should I do if my payment is declined?
If your payment is declined, please double-check your payment details, including the card information or available balance. If the issue persists, contact your bank or payment provider to ensure there are no restrictions or limitations on your account.
Shipping
Do you offer free shipping on device purchases?
Yes — we offer free standard ground shipping on orders of $49 or more (before taxes) within the continental United States (48 contiguous states).
Shipping charges will be calculated at checkout for orders under $49.
Free shipping applies to standard ground delivery only. Expedited or upgraded services (if offered) may incur additional charges.
How long will it be before I receive my order?
After processing, delivery times can vary based on your location.
Processing: 1–2 business days (Monday – Friday, excluding holidays)
Standard delivery: typically 1–5 business days after shipment confirmation
These are estimated delivery times and not guaranteed. You’ll receive a tracking number once your order ships so you can monitor progress.
Where do you ship?
We currently ship orders only within the continental United States (48 contiguous states).
We do not ship to:
Alaska
Hawaii
Puerto Rico
Guam
U.S. Virgin Islands
American Samoa
Northern Mariana Islands
APO/FPO/DPO addresses
P.O. Boxes
International destinations
Orders placed with unsupported addresses may be canceled.
What's my tracking number?
Once your order is shipped, you will receive a shipment confirmation email with your tracking number.
You can also find your tracking number by logging into your account and going to "My Orders" page.
Order
I have a tracking number, but why is my package not yet moving?
Different carriers update tracking systems at different times. Some shipments may show movement delay early in transit, especially if shipped via a logistics partner before last-mile delivery.
If tracking doesn’t update after 24–48 hours or shows no scans, contact our support and we’ll help investigate.
I received an item that doesn’t look like the pictures on your site. What can I do?
Many of the images displayed on our product pages are stock or representative images provided for reference purposes. They may not show the exact unit you will receive.
Each product listing includes a detailed condition description. To better understand what to expect, please review the “Learn More” link on the product page, which explains our condition grading standards.
If you believe the item you received does not match the product description or the stated condition, please contact us within 7 days of delivery to request a Return Merchandise Authorization (RMA).
Once approved, we will provide return instructions. After inspection, we will offer an appropriate resolution, which may include a replacement, partial refund, or full refund, depending on the situation.
We are committed to ensuring that every customer receives a product that matches the advertised condition.
What if I receive a damaged, defective, or wrong item?
Contact customer support within 7 days of delivery with photos and your order number. Once an RMA is issued and the item is returned, we will process a replacement or refund as appropriate. Returns without authorization cannot be processed.
My order shows delivered, but I didn’t receive it — what should I do?
If tracking shows delivered but you haven’t received your package:
1.Confirm the delivery address in your order.
2.Check around your property (porch, garage, backyard).
3.See if a neighbor or front-desk accepted the delivery.
If you still can’t locate the package, contact the carrier directly with your tracking number.
Because the order was shipped in good faith and confirmed delivered, we generally cannot issue a refund for packages marked as delivered unless the carrier confirms a fault.
Warranty
Does the product I purchased come with manufacturer warranty?
No – products sold on our site do not carry manufacturer warranty. Rakerock provides a 1 year limited warranty on all products.
What is the 1 Year limited warranty?
The 1 Year limited warranty applies to all products purchased on our site and assures you of our commitment to you. Warranty is active from the date of your purchase and terminates on the same date of the next year.
Returns
Can I cancel my order if I change my mind?
You can cancel your order as long as it has not yet shipped. Once the order has shipped, you have 30 days to return the product as long as it remains unopened.
Please do not open the product if you do not plan to keep it. If you choose to return a product that is not defective, we do not credit back shipping charges paid on the original order and we do not pay or reimburse for any return shipping costs.
All returns must be received complete (with all original packaging and contents) and in working condition within 7 days after the return is approved and RMA is issued.
Refunds will be issued on change of mind returns once the item is received. Depending on the condition of the returned item, a partial refund may be issued if returned product is not in the original condition.
There are conditions for returning non-defective products.
Please note:
- Computers, laptops, tablets, and phones must be reset to factory settings.
- All items must be clean, unopened, and in resalable condition to be eligible for refund.
Items that appear to have been used, arrive in torn or opened retail packaging, appear to have been tempered with or damaged in anyway, may not be eligible for refund.
What’s an RMA?
An RMA (Return Merchandise Authorization) is a number you receive when your return is approved. Do not return items without first obtaining an RMA; unauthorized returns will not be processed.
What is the 30 Day return policy? What does it cover?
The 30 Day return policy is your assurance that, from the time you receive your order and evaluate your purchase, we give you 30 days to make sure you are satisfied. If your order arrives damaged or is not what you expected, please contact us within 30 days of your purchase. We will respond to your request for replacement, repair, or refund.
