FAQ

Q: Are all Racesio products made from genuine Alcantara?

A: Yes, Racesio's products are 100% manufactured from Alcantara. All our products come from authorized Alcantara dealers, so you can be fully confident in their quality. Racesio selects only the most finely made and elegantly styled Alcantara products to recommend.

Q: How can I distinguish genuine Alcantara from fake?

A: We often joke that the only sure thing about Alcantara is its cost. If you find a product claiming to be Alcantara at an unbelievably low price, it's likely not genuine. The best method is to ensure you purchase from an authorized Alcantara dealer.

Q: How should I clean and maintain Alcantara products?

A: Generally, Alcantara is a luxurious but easy-to-maintain material. It doesn't require the extra care that many leather products do. For specific cleaning and maintenance instructions, please refer to the official Alcantara care guide.

Q: How do I know if Alcantara is right for me? Who should buy Alcantara?

A: Alcantara is widely used in automotive, fashion, and interior design and is suitable for anyone who prioritizes safety, environmental concerns, loves animals, and wishes to reduce the use of genuine leather. Alcantara's material is soft, warm in winter, cool in summer, moisture-absorbent and breathable, making it especially suitable for those who prioritize feel and even those with sweaty hands.

 

How much does shipping cost?

We offer free shipping worldwide for orders over $49. For orders under $49, shipping costs will vary depending on the shipping destination and the number of items that you purchase and it will calculated after you confirm your shipping address. please kindly find shipping rates here

 

How long is the shipping? Where do you ship?

We ship from Vancouver, Canada or Beijing, China. We take 1-2 business days to handle your order + 7-15 business days to ship.

 

I'm having issues placing an order.

We're sorry to hear that you’re unable to place an order. Please contact Customer Service and we will work on resolving the issue as quickly as possible. service@racesio.com

Order status questions

What is the status of my order?

Your parcel is carried by USPS or YANWEN. You can keep track of your order at any time by visiting here

Please note: R# XXXX is your order number. Your USPS tracking number is a super duper long number that has 22 numbers.    like this: 420190679******362901401245451, or YANWEN tracking number is UJ59*****25YP

I need help with a late order.

Orders from our store vary by shipping location
If your order has not arrived after 30 business days, please contact customer service at ​service@racesio.com​
You can keep track of your order at any time by visiting here  

My tracking number isn't working.

Please allow up to 1-2 business days for your tracking number to start moving after your initial shipping notification. If there is a problem with the tracking number you received after 1-2 business days, please contact us through email for further assistance.  

Delivered, but not delivered

All of our shipments include a tracking number with delivery confirmation. If the tracking information confirms that the item has been delivered to your delivery address but you have not received your order, please contact your local post to investigate the issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.

Modifying or changing an order

I'd like to modify my order.

We offer address changes for a short period of time after your order is placed. To see if your order is still eligible to be changed, visit here  

I'd like to cancel my order.

Because our orders are custom produced, we offer order cancellations for a short period of time after your order is placed. To see if your order still qualifies for cancellation, visit here

Payment

What payment methods do you accept?

We currently accept the following forms of payment:
Credit Cards: We accept Visa, American Express, Mastercard
Debit Cards: We accept debit cards featuring the Mastercard or Visa logo. If you’re paying with a pre-paid debit card, you must register them before using them for online purchases. You can do this by following instructions on the card or contacting their own support teams.
PayPal: PayPal allows members to have a personal account linked to any bank account or credit card for easy payment at checkout.  

How secure is my payment?

We take your security very seriously by verifying each transaction with the credit company and processing only those orders if the credit company so authorizes it. In the case of a suspicious or declined transaction, our company may contact you to confirm the validity and ensure your identity or cancel that order with full notification.

On credit/debit cards, CVV verification is required before any order can be completed. Additionally, most credit cards and Paypal offer buyer protection for online purchases. Please contact them directly for specific details as it may vary from one financial institution to another.
Our website protects your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input at 128-bit strength. This is often symbolized on most web-browsers by a small padlock appearing on the bottom bar of the window and the address of the window changing from https:// to https://, meaning a secure connection. In the event that an order cannot be completed, please contact our Customer Service. If our website cannot establish a secure connection, we will not risk your confidential information (it will not be transmitted).  

Is my credit/debit card charged as soon as I order a product?

Yes, your charge is processed immediately. It may show up initially as an authorization on your account, and then, as it is accepted it will show as a charge on your statement.