Here are some questions we get at Back Country World
All the emails are answered within 24-48 hours from Monday to Friday 9AM-5PM.
Also, double check your shipping address and email address before placing the order.
WHAT IS YOUR RETURN POLICY?
- We have an easy 30 day return policy for refunds and exchanges. Please email us at [email protected] to get a return merchandise authorization. We have a US address for returns. Please do not return items to sender. We do not provide paid postages. Returns without the authorization form won't be processed. The item(s) must be received in new condition.
- For refund inquiries, please email us at [email protected]
WHEN WILL YOU SHIP MY ITEMS?
- All items (including expedited shipping) are subject to a handling period before they are dispatched, it usually takes around 3-5 business days.
- We will notify you by email when your items have been shipped. If you have not received this email 10 days after purchase, please check your spam folder before emailing us.
*SOME ITEMS ARE TAKING A LITTLE LONGER TO PROCESS THIS TIME OF THE YEAR DUE TO HIGH DEMAND.
WHEN WILL I RECEIVE MY ITEM(S)?
- Some items should be received within 7-12 days after shipment, this may be a little longer for international delivery. Other specialty items like JACKETS and clothing items can take up to 2 or 3 weeks as they are shipped directly from the manufacturer in another country.
MY TRACKING NUMBER IS NOT WORKING OR UPDATING:
- Please note that it may take 1 - 4 days for your tracking data to appear on the carrier's website after you receive the shipping confirmation email.
- If you ordered via USPS or Standard Shipping and received a USPS link or AfterShip link to track your order, keep in mind that the location of the package will change when it reaches the country's Post Office. It usually takes around 12 days since the item shows as "processed" or on "pre-shipment" in the origin country. After that, your local Post Office will schedule a delivery day.
- If you ordered via USPS or Standard Shipping and received a DHL e-commerce link to track your order, please select the button "Receive Status Update" and put your info so you can receive all the updates. It should take around 12 days to deliver.
- Please, it is not that the package "is stuck", it is on the way and will update when it is scanned in your country. If it has been more than 12 days since shipment and it did not update the location, email us so we can check what is causing the delay.
- If you ordered DHL express at checkout, the order should be delivered 4-7 days after you receive the shipping confirmation email.
WHERE ARE MY ITEMS COMING FROM?
Although our fulfillment house is located in America, most of our items are located in other countries such as Australia, Germany, United Kingdom and China.
WILL MY ITEMS BE SENT IN ONE PACKAGE?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping. Please keep this in mind when receiving deliveries.
CAN I WASH MY WATERPROOF CLOTHING?
We recommend to hand-wash and air-dry it.
If you find it necessary you can use technical detergents and spray it with a waterproof spray to extend the life and waterproof feature of the jacket.
Also, the easiest and most efficient way is to contact us by email if possible.
It helps us keep track of our orders.
We want to make sure that all your questions are answered.