Q: I don’t see my vehicle listed on the site.
A: The vehicles on the site are the most common, high demand vehicles in the North American Market. Prime Design ladder racks are very configurable and adaptable. In addition to North America, we have fitted racks to many vehicles in the European market and around the world. Contact a customer service representative to learn what is the right solution for you.
Q: I know what I want. How can I place my order?
A: You may fill out the Request for Quote form and a sales representative will review your needs and contact you to verify or you can call us direct at 877-463-7225.
Q: How long will it take to get my product?
A: Prime Design builds to order. Typically it takes about 2 weeks to manufacture, partially assemble, and ship a rack.
Q: Two weeks is too long to wait, I need a rack tomorrow. How can I get one faster?
A: Depending on what configuration you require, many of our dealers carry certain common models in stock. No waiting required. Check our Dealer Locator and contact a Dealer in your area direct.
Q: Where can I find assembly instructions for my ladder rack or shelving?
A: Assembly instructions can be found within the Resources section of our website. From there you can search by product, document type, or vehicle. You can also type the rack model if that’s known.
Q: I have an ErgoRack and the ladder doesn’t come down and stow correctly or doesn’t rest correctly on the crossbar.
A: The ladder may be binding on the Z-Posts or auto-clamp. Adjustment may be required to re-position the Z-Post, L-post, or auto-clamp position. Review the ErgoRack quick start guide provided with the product or search “Quick Start Guide” within the resources page on our website. If things still aren’t working correctly, feel free to call customer service at 877-463-7225.
Q: The ladder slides around or moves when stowed.
A: The Z-Posts and Auto-Clamps (and/or L-Posts, depending on your exact model configuration) are not adjusted correctly. You will need to adjust the Z-Posts so there is contact on both sides of the ladder and there is 50% engagement on the auto clamp (spring compressed half way.)
