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Shipping, Cancellation and Return Policy
Shipping:
The Back Shop utilizes UPS, USPS and FedEx to deliver your products as quickly as possible. The method of shipping and rates are determined by the size and weight of the item ordered.
Products that are designated as Quick Ship typically ship within three business days; shipping typically occurs within 10 business days for other in stock items. For products that are not part of our normal stock (or are indicated as 'out-of-stock') shipping typically occurs within three to six weeks. Special order items can take up to 12 to 14 weeks.
If you are a Back Shop member you can access Order History and Tracking by logging onto the Your Account area of this Website.
For shipping questions please contact us at info@backshop.us
Order Cancellation:
To cancel an order, send an email to: orders@backshop.us. In your email, include your order number, name, billing address, and items ordered. We will acknowledge your email and let you know as soon as possible if we were successful in canceling your order. An order is not cancelled until you receive an email confirming successful cancellation
Orders that have been sent to shipping cannot usually be canceled although we will make every attempt to do so at your request. Once an order has been sent to our shipping department, or transmitted to a vendor for shipment, there will be a cancellation fee of up to 25% of your order total, with a minimum fee of $5.00.
For orders that cannot be canceled see Return Policy section.
Of course, custom-made merchandise and special orders cannot be canceled. Gift certificates also cannot be canceled and may not be redeemed for cash.
Return Policy:
Should you need to return your merchandise, please contact our Customer Service Department to receive a Return Material Authorization # (RMA#). An RMA# must be clearly marked on the package in order to expedite your return and ensure proper credit to your account. If an RMA# is not clearly marked on the outside of the package it will be returned.
With the exception of the products listed below, all items are returnable within 30 days of receipt (10 days for in-store purchases) for a refund. All items must be in their original packaging and in new condition to be eligible for return. Shipping charges are not eligible for refund and some items may require a restocking fee of up to 25% of purchase price. Refunds are issued upon receipt of merchandise.
In the event of damaged merchandise or shipping error, a full refund including shipping charges, or an exchange, will be issued upon receipt of merchandise.
Due to size, weight or adjustment periods, some items have specific return policies as shown below.
Mattresses:
Tempur-Pedic? mattresses have a 90 day trial period unless specifically stated on your receipt. Due to the natural adjustment period for you and your new mattress, we request that you keep your new Tempur-Pedic? mattress for a full 60 days prior to requesting a return. For questions about set-up or the adjustment period, please contact our Customer Service Department at 1-800-319-8628. If at the end of the adjustment period, you wish to return the mattress, we will issue an RMA# and arrange for pick-up. Please note that it takes a minimum of 7 to 21 business days following your request for return before pick up of the mattress. Upon pick up of the mattress, your purchase price will be fully refunded with the exclusion of the initial shipping costs. There is also a manufacturer's retrieval charge of $199.00. Also note that any promotional items such as pillows, delivery and disposal will be deducted from your refund. Please allow 4-6 weeks for a refund after pick up.
Adjustable Bed Frames and Bases:
Due to shipping and delivery cost considerations, adjustable bed frames, non-adjustable and adjustable (electric) bases are not returnable or refundable.
Bedding:
Due to health codes limiting the resale of bedding items these items are non-returnable.
Personal Items:
Personal accessories such as Neck Supports and Cushions, Handheld massagers, opened Seat and Back Cushions, Inflatable Items, and Aromatherapy/Spa Products are non-returnable.
Miscellaneous:
All Clearance/Sale items are final. Opened DVDs, Videos, and Books may not be returned.
Rev 2 1/8/2008 |
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