If something isn't right with your order, contact us as soon as possible so we can review the issue and get it resolved. Here's exactly what to do.
Step 1: Document the issue
Before reaching out, take clear photos of the problem. The more detail you can capture, the faster we can assess the situation.
Good photos to include:
Close-ups of the defect or issue (misprint, stitching fault, material damage, wrong design, etc.)
Full product shots showing the item as received
Packaging photos if the box or outer packaging was damaged on arrival (this is especially important for shipping damage claims)
Keep the original packaging until your claim is resolved. If the issue is related to shipping damage, having the box and packaging materials helps us file a claim with the courier.
Step 2: Contact us with the details
Email info@ragecustom.com with the following:
Your order number
Your full name and contact phone number
The date of purchase
A clear description of the issue
The photos you took in Step 1
You can also start a return or warranty claim through your Account page, which will generate a Return Authorization (RA) number automatically.
Alternatively, you can reach us via Live Chat or WhatsApp to get the process started.
Step 3: We review and respond
Once we receive your report, our team will:
Review the photos and details you've provided
Confirm whether the issue falls under warranty or quality assurance
Let you know the next steps, whether that's a replacement, refund, or further information needed from you
If a Return Authorization (RA) number is required, we'll provide one along with instructions on where to send the item. Please don't ship anything back until you've received your RA number and instructions from our team.
What to expect on timing
We aim to respond to all warranty and quality reports promptly. Replacement items are typically dispatched as soon as the claim is confirmed, though if the specific item is not currently in stock, replacements can take up to 2-3 weeks to process. You'll receive an email notification once your return or replacement is processed.
Tips for a smooth process
Report issues as soon as possible. The claim timeframes in our return and warranty policy are based on delivery date, so earlier is always better.
Include your order number in every message. This helps us pull up your details instantly.
Don't discard the packaging until the issue is fully resolved.
Don't ship items back before receiving a Return Authorization number from our team.
→ What is RAGE Custom's return and warranty policy?
→ What if my package is lost, stolen, or damaged during shipping?