I recently ordered a rack through mail order from Bicycle Source US. The rack I wanted (this one) can't be sourced in Canada, even though Norco distributes Topeak products. The box came today and I excitedly opened it, only to discover this inside. Close, but no cigar.
After confirming that I had indeed ordered the correct rack (which I had) I phoned Bicycle Source US and was given a manager's email address, to whom I sent a message regarding exchange. This is a real PITA since I've been trying to get my hands on this rack ever since I bought my new bike late last month. It took two weeks to get this one and I foresee another two weeks before I get the one I want.
I looked at dozens of other racks from dozens of other companies and this is the one I want, so while I appreciate the suggestions, I'm not interested in another rack. I am, however, curious to know if anyone here has dealt with Bicycle Source US and would be willing to share their experience. If so, please do.