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ProRak

  • Laval
  • DDO
  • Montreal
  • Brossard
  • Quebec
  • Gatineau

CUSTOMER SERVICE

Customer Service

If you cannot find the answers to your questions in this section, please contact a customer service representative in one the following ways:

Email: info@rackultra.com

Telephone: Greater Montreal (450) 681-9998 or 1-877-700-7225

If you do not call during operating hours, we pledge to follow up on your message within 1 to 2 business days.

Rackultra.com customer service business hours

Monday to Friday, 10:00am to 5:00pm (EST)

Place an order on rackultra.com.

Rackultra.com will do everything possible to make your online shopping as easy and enjoyable as possible.

Of course, you can also visit one of our six stores, located in Montreal area and Quebec.

Online order available for Canada only.

Online orders - Update - Availability

You can safely order directly from Rackultra.com, our online store. We use a secure server, which ensures complete credit card confidentiality. Visit the Privacy section for details.

Here are the steps we suggest you follow when shopping online:

First find the item you would like to purchase by choosing section and then browsing true it. You can also use the link to autofit to direct you on the Thule or Yakima fitting guide. It will build your car rack system and suggest you a kit or accessories. Then it will redirect you shopping cart to rackultra.com.

Choose quantity of the items you want to buy.

Then, to add the item to your shopping cart, click on “Add to Cart”.

If you would like us to begin processing your order, click on the “Checkout” button in your shopping cart. You will see the list of products added to your shopping cart since the beginning of your session.

If you want to continue shopping, click “Continue Shopping”. Your selection will automatically be saved to your shopping cart.

Once in your shopping cart, follow the simple instructions that appear on the screen. If you encounter a problem, please contact one of our customer service representatives either by phone at (450) 681-9998 or 1-877-700-7225 (Monday through Friday, 10:00 to 17:00 (EST)), or by email at info@rackultra.com.

Methods of payment accepted: We accept Visa and MasterCard.

We do our update Monday through Friday, between 10:00 to 16:00, except on holidays.

Availability of online products may vary depending of the season, provider or manufacturing delays. We can’t guaranty availability of all products on our website. All products on clear-out are limited, and remaining quantity are indicated, but we can’t guaranty the availability.

Order Processing

  1. Your order will be processed within 1 to 2 business days (we don't process orders on holiday).
  2. Added to the processing time is the selected delivery time option. Please note that delivery times are quoted in business days. For example, suppose you purchased a product and your selected shipping method is Purolator 1 to 5 business days. You can expect to receive your purchase after a minimum of 2 days (1 business day to process + 1 business days for shipping) and within a maximum of 7 days (2 business days for processing + 5 business days for shipping).

    We invite you to read about “Sale Taxes” in our “Delivery” section for more information about the cost, fees and delivery times applicable to your parcel destination.

    Once we receive your order, we will send you a confirmation notice by email. If for any reason you would like to modify your order, just write us at info@rackultra.com or call us at either (450) 681-9998 or 1-877-700-7225 (Monday to Friday,10:00am to 5:00pm (EST)).

    Once your order is shipped, you will be notified by email of the following:

    - the dispatch date;

    - the name of the carrier who will be delivering your parcel;

    - the approximate date of delivery.

    Due to environmental concerns, we do not print an invoice. You will be sent an electronic copy by email when your package leaves our warehouse.

Sales Taxes

Sales taxes will apply to your order, wherever you reside in Canada.

Orders delivered within Canada:

For all orders shipped to an address within Canada, the Goods and Services Tax (GST) of 5%, as well as the Quebec Sales Tax (QST) of 9.5% apply.

Gift cards

Rackultra gift card terms and conditions

  • Your use of this gift card constitutes acceptance of the following terms and conditions. This gift card is redeemable only for merchandise purchased at any Rackultra store and must be presented to the cashier at the time of purchase. This gift card is not valid for online purchases made through rackultra.com.
  • This gift card cannot be used for the purchase of another gift card. The purchase of a gift card cannot be used in conjunction with any other promotion. This gift card cannot be redeemed or exchanged for cash. This gift card is not reloadable.
  • The minimum value of the gift card is 25 $ and the maximum value is 500 $. Gift cards are good for life, until balance is spent. Rackultra cannot be held responsible for replacing a card or reimbursing its value if it is lost, stolen, destroyed, damaged or used without your owner's consent, even if the owner of the gift card sale receipt is provided.
  • The amount of your purchases will be deducted from the balance of the gift card until the value reaches zero. In the event that a gift card is damaged, unusable or defective, Rackultra’s liability is limited to the replacement of the gift card, provided that the information contained on the gift card allows the identification of the account number. We recommand to always keep your gift card sale receipt as the gift card number is writen on it. The terms and conditions for use of the gift card are subject to change without notice.

Warranty (proof of purchase necessary)

Warranty on alll products sold by Rackultra.com are provided by the manufacturer.

  • Thule Warranty - Limited lifetime warranty (since January 1st 2006)
  • Yakima Warranty - Limited lifetime warranty (since March 6th 2006)
  • Inno Warranty - 5 years warranty
  • Saris Warranty - 1 year instore, limited lifetime warranty with Saris directly
  • Automaxi Warranty - 1 year warranty
  • Hollywood Warranty - 1 year instore, limited lifetime warranty with Hollywood directly
  • Sportrack Warranty - Limited lifetime warranty (since January 1st 2013)
  • Tracrac Warranty - 2 years instore, limited lifetime warranty with Saris Tracrac (Thule Group)