FAQs

Are you a legitmate seller?
Rackley™ is a brand under Big Box Lifestyle Retail Stores Inc - a corporation organised and duly registered with the Department of Trade & Industry on September 2014. The business is registered with Bureau of Internal Revenue (BIR); is an employer member of Social Security System (SSS); has obtained the necessary Municipal Licenses and Permits and has in all respect complied with all government requirements to conduct lawful business.
 
Where is your store located?
Rackley™ is an ecommerce/online store. Currently, we don't have our own physical store yet but you can find our products at Basekamp. Click here for the list of our locations. If you wish to purchase something from our website, we will be happy to send it to you via shipping.
 
Can I pay when the item arrives at my location?
We currently do not offer this option. We require payment before we can ship your order.
 
Do you ship nationwide?
Yes! We ship to any province in the Philippines.
 
Do you ship internationally?
We currently do not ship to international locations.
 
I plan to order one of your products next month, can you possibly reserve the item for me?
We list and distribute our items to different channels so reservations is not advisable. We can try to reserve the item for you maximum of 2 business days but there's no guarantee. 
 
I'm done placing my order, what should I do next?
Payment instructions are displayed on the screen immediately upon order checkout. The same information will be sent to your email address upon order submission. We will typically contact you via your mobile number, but in case you are unreachable, we will send you an email instead. Please ensure to provide a working mobile # and email address. Please settle the full amount within 2 business days from order date. 
 
How soon can you ship the order?
We will process your order within 24 hours as soon as payment is settled and confirmed.
 
How soon can we receive the order?
Shipping transit time are as follows. Note that Sundays and Holidays are not considered business days.

  • Metro Manila shipping via 2Go Express or Xend Express: 1 to 2 business days

  • Provincial shipping via 2Go Express or LBC Express: 1 to 2 business days 

Can I visit your business office to view the products before buying?
We do not allow this. If you wish to purchase something from our online store, we will be happy to send it to you via domestic shipping.
 
Do you do meet-ups?
Meet-up arrangements are not possible. We will be happy to send your orders via domestic shipping.
 
Is it safe to shop here online?
Definitely! All online payments are processed via Paypal website which uses the best technology to keep your information safe. Your data are automatically encrypted using the Secure Sockets Layer Protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).
 
I'm ready to place my order, How will I pay for it?
You may pay the full amount of your order through any of these options:
  • Bank Deposit (BDO)

  • All Major Credit/Debit Cards (Mastercard & Visa) - via Paypal

  • Globe G-Cash 

 
I have already placed my order, but I'd like to change my payment method, Is it still possible?
Of course! Please send us an email at support@rackley.com. Indicate in your email your intent to change the payment method so we can provide you with the payment instructions. If you decide to use Paypal/Credit Card as your new payment option, you may directly create a new order and choose Paypal during checkout.
 
Why can't I track my package?
Most courier websites are only updated the following business day or can take up to 2 business days. There are some instances when our customers have already received their packages but the tracking# is yet to be updated.

Is your shopping website updated?
We try our best to maintain a real-time inventory system. However, our system isn't perfect. If the item you purchased is found to be unavailable, you will be notified by email, and offered a similar replacement or a full refund if the payment has already been received.
 
Can we choose the courier company you will use for our order?
Yes, as long as it is in the list of our partnered couriers - 2Go Express, Xend Express, JRS Express and LBC Express.
 
Can I have someone else receive the package for me?
If you aren't available to receive your package in the address specified, please ensure that a reliable representative will be there to receive it in your behalf. We will not be responsible for lost packages due to incorrect shipping addresses and/or packages that were received by someone you didn't authorize.
 
What is your Return Policy?
Please click here for the full information regarding our Return Policy.