Ordering

How do I place an order? (Top)
You can place an order on our website through our secure online store or by contacting Customer Care.

How do I track my order? (Top)
• Click on “My Account” and sign in.
• Under “My Orders” category, click on “View the orders I have made”.
Your order status and applicable tracking information will be shown.

What methods of payment do you accept? (Top)
We accept Visa, MasterCard, American Express, and Discover.

Do I pay sales tax? (Top)
Sales tax is charged for orders shipped to California. You will see the total sales tax charged on your order during the checkout process before you confirm your order.

How do I cancel/change my order? (Top)
You may modify or cancel your order if it has not been shipped. Please call Customer Care immediately at (415) 863-3826, as we process most orders on the day it is received. Once an order has been shipped, you will need to return the order.

When will my pre-order/backorder arrive? (Top)
We provide an approximate date of when we expect to ship the pre-order/backorder items on the product page. Delivery time will depend on the shipping method you select. Your credit card will not be charged until the order has been shipped. You will be notified by email with shipping details at that time.

Do you accept international orders? (Top)
Yes, we accept international orders. Please remember that all customs clearing, duties and taxes are not included in the order and are the responsibility of the customer.

Do you accept purchase orders? (Top)
Yes, we accept purchase orders by fax at (415) 863-3829 or by contacting Customer Care.

My order hasn't arrived, is missing an item, or contains the wrong item. (Top)
If your order has not arrived in the time estimated for your order, is missing an item, or contains the wrong item, please contact Customer Care.

How much is shipping? (Top)
Shipping cost depends on the item ordered, where the order is shipped to, and the shipping method you choose. You will be able to view the shipping cost during the checkout process before confirming your order.

International Shipments (Top)
Shipments to addresses outside the United States may incur customs and brokerage fees once the shipments reaches the customer's country. All customs clearing, duties and taxes are NOT included in the shipping charges and are the responsibility of the customer. Customs policies differ from country to country; we have no control over these charges and cannot predict what they may be. If the shipments are received and the customs/brokerage fees are not paid, we reserve the right to bill the customer for the fees. Customs charges through FedEx that are not paid and are reverted back to us will be charged to the customer. If the customer refuses to pay the fees and the shipment is returned to us, the customer will be billed the return shipping charges and any additional fees.

When will my order ship? (Top)
Orders placed after 12pm PST will be processed the next business day. Most orders ship within 1-2 business days if the items ordered are in stock and if payment is received without a problem. Orders requiring USPS services may take 3-5 business days for special processing and shipping. If any delay is expected, the customer will be informed of the expected date of delivery.

When will my order arrive? (Top)
Delivery time includes order processing and shipping time. You may view the shipping time estimate for each shipping method during the checkout process. Processing time is 1-2 business days. (Saturday, Sunday, and Holidays are excluded in calculating delivery time.) We are not liable for failure to deliver by a date specified by the carrier.

What shipping methods do you offer? (Top)
You are given several shipping options at checkout. The standard shipping method is by FedEx. We reserve the right to use other shipping methods where appropriate.

FedEx Ground (please state your business name in the delivery company field to receive this service)
1-5 business days within the contiguous U.S.; 3-7 business days to/from Alaska and Hawaii. Service Days: Monday - Friday.

FedEx Home Delivery (please leave delivery company field blank to receive this service)
1-5 business days within the contiguous states; 3-7 business days to/from Alaska and Hawaii. Service Days: Tuesday - Saturday, from 9 am to 8 pm.

Express Saver
Delivery to businesses by 4:30 p.m. and to residences by 7 p.m, in 3 business days. Not available to and from Alaska and Hawaii. Service Days: Monday - Friday.

2Day
Delivery within two business days by 4:30 PM to most areas within the U.S.; by 7:00 PM for residential deliveries. Service Days: Monday - Friday.

Standard Overnight
Overnight delivery by 3 p.m. to most U.S. addresses; by 4:30 to rural areas. Service Days: Monday - Friday.

Ground International
Delivery to Canada and Puerto Rico in 3 - 7 business days. Service Days: Monday - Friday.

International Economy
Delivery typically in 2-5 business days (2-3 business days to Canada, 3-10 business days to Mexico and Puerto Rico) to more than 205 countries. Service Days: Monday - Friday.

Do you ship to APO/FPO addresses? (Top)
Yes. APO and FPO addresses are shipped to via USPS Priority service. USPS estimates delivery time to be 10-15 days depending on the location of the addressee. Orders requiring USPS services may take 3-5 business days for special processing and shipping. Sorry, we do not ship to PO Boxes.

What is your return policy? (Top)

• Product may be returned within 30 calendar days after the product has shipped from our warehouse. Product must be postmarked within the 30 days or it will not qualify for a refund.
• Product returned in new and unopened condition, with original box, packaging, accessories, and manuals will be given a 100% refund, excluding original shipping costs.
• Opened/used products will incur a 15% restocking fee. To be accepted, product must be in original and resalable condition, with original box, packaging, and accessories.
• Shipping charges on all returned items are the responsibility of the customer. For your protection, we encourage you to insure your shipment in case of loss or damage and to use a carrier that can provide you with proof of delivery.
• Your original method of payment will be credited 2-4 weeks after your return is accepted.
• Shipping fees will not be refunded if shipment is refused at time of delivery.
• We do not accept returns or exchanges of our products purchased from other vendors. Please refer to their return/exchange policy.

What is your exchange policy? (Top)

• If you receive a damaged or defective product, please report it to Customer Care. Damage/defective claims must be submitted within 5 days upon receipt of merchandise. Subject to the consent of Rain Design, Inc., any damaged or defective products will be fixed or replaced without charge.
• If you receive a product different from what you ordered, we will replace the item and refund your return shipping costs.
• No other exchanges are accepted.

How do I return/exchange my product? (Top)
Please contact Customer Care for a RMA number and include a copy of the invoice in your return. Send returns/exchanges to:

Product Return Dept
550 10th Street
San Francisco, CA 94103
United States

Warranty

What is your warranty? (Top)
Rain Design provides a one (1) year warranty against manufacturer's defect and workmanship. Should there be any defect, Rain Design, Inc. would either repair or replace the product at its sole discretion. The warranty does not apply to damages caused by accident, abuse, misuse, misapplication, wear and tear, or acts of God. Rain Design, Inc. is not responsible for direct, special, incidental or consequential damages.