Frequently Asked Questions
How can we help you?
At Rally House, we strive to delight each and every one of our customers in store and online. The following tabs will help you get the information you need at your fingertips.
WHY SHOULD I CREATE AN ACCOUNT?
Creating an account gives you access to all of the site's great features:
- Create wish lists
- Manage shipping and billing addresses
- View order history
- Save your shopping cart
Best of all, you only have to enter your information once. Once your account is created, your billing and shipping information will be saved to provide you with a hassle-free checkout.
HOW DO I CREATE AN ACCOUNT?
HOW DO I LOG INTO MY ACCOUNT?
HOW DO I UPDATE OR CHANGE MY ACCOUNT INFORMATION?
To update or change your account information, click the Sign In link located at the top of our site. If you have not logged in, you will be asked to do so. You will then have access to change your login information, address, and/or wish lists.
I DON'T FEEL COMFORTABLE SENDING MY CREDIT CARD NUMBER OVER THE INTERNET. CAN I STILL CREATE AN ACCOUNT?
Yes! While we offer a secure site to protect your information, we will be happy to take your information via text or chat. You can reach our customer service to place an order here.
DO I HAVE TO CREATE AN ACCOUNT?
Not at all! When you are ready to check out, you will be directed to the LOGIN page. Simply click the blue Express Checkout button on the right side of the page to avoid creating an account.
I FORGOT MY LOG IN INFORMATION/I CAN'T LOG INTO MY ACCOUNT. WHAT DO I DO?
If you're having trouble logging into your account, click the help link located below the Return Customers login form. You will be asked to enter the e-mail address you used when you created your account. Your password will then be sent to your e-mail account. If you no longer have access to your e-mail account or if you have other login problems, please contact us here.
WHAT PAYMENT OPTIONS DO YOU ACCEPT?
We accept PayPal and several major credit cards including Visa, Mastercard, Discover, and American Express.
WHEN WILL YOU RECEIVE OUT-OF-STOCK ITEMS?
We receive shipments of products daily. Keep checking our website for freshly stocked products and an even wider selection of your favorite team merchandise!
HOW DO I CANCEL OR CHANGE MY ORDER?
To cancel or change your order, please contact our customer service here.
HOW LONG WILL IT TAKE TO GET MY ORDER?
This will vary with the type of shipping selected and depending where you are geographically. However, for Basic Shipping you should receive your order within 4-10 business days. For Holiday shipping dates, see our Shipping page.
HOW DO I TRACK MY ORDER?
Once logged-in, click the "My Account" link located above the search bar at the top right corner of our site. Use the drop down menu to navigate to Orders > Order History. If you do not have an account, use this link to check your order status. Enter the order id, billing email address, and billing postal code associated with the order into the form and click "Find Order".
HOW DO I TRACK MY ORDER WITHOUT AN ACCOUNT?
Use this link to check your order status by entering the order id, billing email address, and billing postal code associated with the order into the form. You can also access this tool from the links in the footer of the website, the Shipping page or any email you receive from Rally House.
In Store Pickup
WHAT IS STORE PICK UP?
In-Store Pickup is a program at Rally House that allows you to order online and pickup your order in a Rally House or Kansas Sampler store. In most cases, when items are in stock in your desired pickup location, they are will be ready for pickup within 3 hours from the time the order was placed. If the order was placed outside of regular business hours or at the end of business hours, the order will be ready approximately 3 hours from the time the store opens.
HOW SOON CAN I GET MY ORDER?
Orders are generally processed within 3 hours during business hours provided that all the items ordered are available at the chosen pick up location. You will receive an email from the store when your order is ready to be picked up.
CAN I GET MY ORDER THE SAME DAY?
In most cases, when items are in stock in your desired pickup location, they are will be ready for pickup within 3 hours from the time the order was placed. If the order was placed outside of regular business hours, the order will be ready approximately 3 hours from the time the store opens.
CAN I ORDER SPECIALTY ITEMS FOR STORE PICK UP?
Specialty items being shipped directly from the manufacturer such as furniture, large cooler, certain auto accessories, etc. cannot be shipped to a store. These items are indicated as being direct from manufacturer and require extra shipping time.
Exchanges & Returns
I NEED TO RETURN AN ITEM. WHERE DO I SEND IT?
- You can always return an item to any Rally House/Kansas Sampler store, however, if you woold prefer to ship your return to us, we will help you ship it to the most convenient location. Create a Return Label HERE.
- When filling out the online Return Label, please include your order number, which can be found on your Order Confirmation email or the attached Packing Slip PDF. If you are returning a gift, your email address and telephone number are also required information.
- Send your package, at your expense. We are not responsible until the package reaches our store. If you do not use our return label generator, the return address will be the fulfillment location indicated in your Order Confirmation email. If your order was incorrect, damaged or not as pictured, please contact us here and our Customer Service team will take care of your issue.
- Should you have multiple items from multiple locations, you may send all items to one location in a single package.
Once your return is received and inspected (usually within 5 days of receipt), your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 7 days. Please note that it may take an additional 2-10 business days after your credit is applied for it to post to your account. Please note, for some direct from manufacturer orders, items will be returned to manufacturer. See the first page of your packing slip for vendor specific instructions.
CAN I RETURN AN ITEM TO A LOCAL STORE?
Yes! You can return or exchange your items to any of our local stores. Just bring along your receipt, the Packing Slip PDF or Confirmation Email if you ordered online, and our sales associates will take care of you.
To find a store near you, please use our Store Locations link, located at the top of our site.
HOW DO I EXCHANGE AN ITEM?
You may return your item online for a refund and then you are welcome to place a new order at your convenience. Online purchases can also be returned or exchanged in store, provided that the items follow our return policy and the customer brings their Order Confirmation email or the attached Packing Slip PDF to the store.
CAN I EXCHANGE OR RETURN A GIFT CARD?
Use of gift cards or in-store credit constitutes acceptance of the card terms and conditions. The card contains value which may be only used to purchase goods or services at Rally House or Kansas Sampler locations, and online at www.rallyhouse.com. Card will not be replaced if lost, stolen or destroyed. The card may not be redeemed for cash, unless required by law in the state in which it is sold. Card is not reloadable. No returns on gift cards.
ARE THERE ANY ITEMS THAT ARE NON-RETURNABLE?
Yes, in addition to our normal return policy restrictions, we currently cannot accept returns or exchanges of Fan Masks or Mystery Bag items.
WHERE ARE YOU LOCATED?
Visit our Store Locations page to find a Rally House store near you.
I WANT TO VERIFY EMPLOYMENT.
You can verify employment by contacting our corporate office at 1-913-289-5457.
I WANT TO PITCH A PRODUCT TO A BUYER.
You can e-mail the buyers at [email protected].
I WANT TO TALK TO A CORPORATE EMPLOYEE SPECIFICALLY.
You can contact our corporate office at 1-913-289-5457.
I HAVE A QUESTION THAT HAS NOT BEEN ANSWERED. WHO CAN I TALK TO?
If you still have questions, please contact our customer service at here, and we will be happy to assist you!