Help Hub
Most frequently asked questions
What does reconditioned product mean?
We hold a unique process in which we buy products that have been either deemed as overstock, excess inventory or returned by customers for reasons that do not include “damaged, faulty or non-functional”. All products go through our multi-point inspection and classily as reconditioned, although many listed products will be in like new condition. This means that you will receive your product in a great or better condition.
Note* Look for a note box beneath the RECON/RECON+ selection section on the product page.
Need more reassurance? You can view videos recorded of actual products in our facility that provide great examples of what to expect. You can find these videos on each product page.
What’s the difference between RECON and RECON+ ?
We offer two condition categories for our products: RECON and RECON+. Each item is rigorously inspected to meet our reconditioning standards.
For
Functional Condition: 100% functionality required.
Battery Health: Minimum 85%.
LCD/Screen Condition: Perfect (100%) for RECON+ and near perfect (90%) for RECON.
Overall Housing: Must be perfect (100%) for RECON+ and near perfect (90%) for RECON.
For
Functional Condition: Must be 100% functional.
Battery Health: At least 85% for applicable items.
Lens/Surfaces: Perfect condition (100%) for RECON+; near perfect (90%) for RECON.
Housing Condition: Perfect (100%) for RECON+; near perfect (90%) for RECON.
These standards ensure the high quality and functionality of all our reconditioned 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.
Do you charge for shipping?
We cover shipping cost on most orders. Items that are oversized and/or heavier than 25 lbs will typically require some shipping cost to be added at checkout. If you wish to expedite your order, you can select the expedited shipping option if it is available at checkout. The expedited shipping is not covered by Rakerock.
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 ground shipping on all device purchases under 25 lbs.
How long will it be before I receive my order?
All orders are shipped from the east coast and may take longer to reach further states. You can expect to receive your order between 1-5 business days. Order tracking number will provide updated information and delivery date.
Where do you ship?
Currently RakeRock ships only in the United States.
What's my tracking number?
Once your order has been shipped, you will receive an email with your order details and the tracking number. You can also find the tracking number for your order by logging into your account and navigating to the "My Orders" page.
Order
I have received a tracking number, but why is my package not showing any movement?
Most of our orders are shipped via FedEx, UPS, DHL, or USPS depending on the order value and/or the weight. Each carrier has their own system for updating tracking. You can track your order on the carrier's website by entering the tracking number or pasting your number into your browser's search bar. If your item has not arrived by the estimated delivery date, allow an extra day or two then Contact Us and we will be happy to help you check the status of your shipment.
If your tracking number results in an error message on the carrier's website, or doesn't seem to have been scanned by the carrier, please contact our support team for further information.
I received a USPS tracking number, but when I search for it, it looks like USPS hasn't yet received my package. What's going on?
Very shortly after your order is placed, it is assigned a tracking number. If you have a USPS tracking number that is not showing movement, or the search result is "Awaiting Package," it is likely your order was shipped using what is called last-mile USPS delivery. This means your order was shipped using DHL, FedEx SmartPost, or UPS SurePost to your local USPS sorting facility. Your order will be delivered by USPS.
If your USPS tracking number is not showing movement, try searching the same tracking number on DHL eCommerce, FedEx or UPS. The package may be in transit, but has not yet been received at your local USPS facility.
I received an item that doesn’t look like the pictures on your site. What can I do?
It is important to understand that each and every product that is listed on our site will contain a generic image(s) which are not actual images of the product. In order to better understand the condition of a product you can click the Learn More link on the product page.
If you feel that you have received a product that does not match the description and/or it’s condition, you may request an RMA.
What if I receive a damaged or defective item or the wrong item altogether?
If your order is received damaged, broken/defective, or is the wrong item, we will be happy to help make the situation right. Please follow the steps below in order for the mishap to be corrected as quickly as possible:
- Contact our Customer Support team to report the problem within 7 daysfrom delivery date, please include your order number, description of the damage/defect/wrong item and photos of the product.
- Customer Support will provide an RMA number (Return Merchandise Authorization) and return shipping label.
- Once we've registered your RMA and received your returned product, a replacement or a refund will be processed.
Please note that final decision on returns are subject to the company’s discretion and that returns sent back without pre-authorization cannot be processed.
My order shows it has been delivered, but I didn’t get it. What should I do?
If your tracking number shows on the carrier’s website that your order has been delivered, but you have not received it, please contact the carrier directly with your tracking number.
Please verify the address that the order was shipped to by logging in to your account. If your shipping address is correct, check around the delivery area for a safe place the carrier may have placed the package like nearby bushes, a back door, or garage. Check with family members, neighbors, a building manager, or others who may have accepted the package for you.
If you feel that your package has been stolen, we recommend that you contact your local police station and file a report.
You may open a claim with your homeowner's/renter's insurance, if it appears the package was stolen.
It is not our policy to refund orders that have been shipped in good faith and confirmed by the carrier to have been delivered.
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?
RMA stands for “Return Merchandise Authorization.” This is a number you will receive from us when your return is approved. Please do not return items without 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.