Hello, please read as there is important information about enquiries and our current office situation below.

The Rat Race team are currently adhering to government guidelines and working from home alongside managing their family commitments.

We are a small team and at this current time most of our staff are furloughed and as such you won't receive a timely response to your enquiry, but we hope the information below will answer any questions you have.

 

Where’s my order

The Rat Race store remains open during the CV19 pandemic, but our work methods have been modified to ensure our staff are kept safe and that we comply with all the Government advised social distancing measures. This means we are reduced to just 2 members of staff picking, posting and manning our customer service so we can work independently in the warehouse. Consequently, there may be some slight delays in our service, we aim to have orders dispatched within 5 working days with the exception to Virtual Race Tees. Our delivery partner is Royal Mail, who are also working to the same guidelines and have a reduced capacity to deliver a normal service. As a guide, the time from order to dispatch is up to 5 working days and from dispatch to delivery can take up to 5 working days.

Your order status and tracking can be found in the My Orders section of your Rat Race account.

For more information on delivery please see https://ratracestore.com/delivery

 

Returns

We have extended our returns period to 60 days, please use the returns label on your invoice to return your unwanted items to us, include a note stating your name, order number and reason for the return.

You will receive a refund or replacement item within 14 working days of us receiving it. You are responsible for ensuring items are returned to us in a resalable condition, please keep hold of your proof of postage receipt.

For more information on returns please see https://ratracestore.com/returns

 

Virtual Run T-Shirts

These items are for pre-order only and will be delivered in time for the virtual run. There is an automated follow up email on all orders, so apologies for any confusion caused by this email and delivery date. Please disregard this automated email asking for you to contact us if your parcel has not arrived within 48 hours.

 

Order amendments

Unfortunately, we do not currently have the capacity to amend or combine orders. If you have ordered the wrong product, please place a new order for the correct item and return any unwanted items to us.

 

Faulty items

In the unlikely event that your product is damaged on arrival or faulty please return it to us using the returns label on your invoice, include a note stating your name, order number and nature of the fault.

 

I’ve received the wrong order

Mistakes can happen, we try our best to limit these. If you have received the wrong item or an insufficient quantity, please bear with us and we will try to rectify this as quickly as possible. Incorrect items should be returned to us using the returns label on your invoice.

 

If your question is answered above, you will not receive another email from us. For any queries about events, accounts and virtual runs please contact events@ratrace.com or if your enquiry is more urgent you can inbox us on Facebook (https://www.facebook.com/ratraceadventuresports) and we will try to get back to you as quickly as we are able.

 

Kind regards and stay safe,

 

Kind Regards
Rat Race Adventure Sports
Adventure House
Station Lane
Shipton-by-Beningbrough
York YO30 1BS
www.ratrace.com