Shipping Policy

Order Confirmation and Verification

Once you have completed your purchase, a confirmation email will be dispatched to the email address you provided. This email will include a summary of your order, the items purchased, and the complete shipping details. We urge you to review all the information carefully—particularly the shipping address (including country, street number, company name, unit, etc.)—to ensure accuracy. Should there be any discrepancies, or if you detect any errors, please reach out to us immediately for correction.

In the event that you have not received your order confirmation within 24 hours, we recommend checking your spam or junk email folder. Should the confirmation email be missing from these folders as well, please initiate contact with our customer support for further assistance.

SHIPPING

We are committed to excellence in fulfilling your orders, and this extends to our choice of shipping carriers. We partner exclusively with renowned and trustworthy carriers including USPS, Purolator, DHL, UPS, Canada Post, THT, FedEx, Wanb, EMS, YunExpress, and Yanwen to ensure your package is delivered efficiently and securely.

Our team is dedicated to processing your orders promptly, with the aim to dispatch all orders within 1-3 business days from the time of order confirmation. We wish to inform our valued customers that during periods of increased demand such as holiday seasons and major sale events, processing times may extend slightly. We thank you for your patience and understanding.

Upon the dispatch of your order, you will be empowered to track its journey to your doorstep. A notification email, complete with a tracking number, will be sent to you, ensuring that you can stay updated on the status of your shipment at all times.

Please be aware that delivery times may extend beyond the standard estimate during peak periods or due to customs inspections. In certain exceptional cases, your parcel may experience a delay of up to 5 business days. We are dedicated to ensuring timely delivery, however, there are instances where factors outside of our control may cause a delay. In such cases, we appreciate your understanding that we cannot be held liable for late deliveries or undelivered items resulting from such external circumstances.

TRACKING

Following the successful placement of your order, an Order Acknowledgement email will be sent to confirm the specifics of your purchase. Subsequently, upon dispatch, you will receive a Shipment Confirmation email. This email will provide detailed information, including your order number, the carrier details, as well as the date and time your order was placed. Additionally, it will include the current status of your order and the tracking numbers for any items that have been shipped. You will be able to monitor the progress of your shipment on the carrier’s official website after a 24-hour period has elapsed.

Once they arrive in your country, your local postal services take over. This means you’ll be able to track your parcel on your local postal services’ website with the same tracking number. If the tracking shows that the parcel couldn’t be delivered for any reason, please contact your local post office first, to have further details. Since they are handling your parcel, they would be able to give you information that we don’t have.

If you have any trouble tracking your parcel, please email customer@backholder.com. We’d be happy to help you out!

Please note that tracking is active during 60 days so we won’t be able to do anything to help you if you contact us after this period.

DELIVERY

Our commitment to quality includes taking all necessary measures to safeguard your products during shipment. If you receive an item that has been damaged in transit, we ask that you report this issue by emailing us at customer@backholder.com within 3 business days of receipt. For a swift resolution, please include photographic evidence of the damage.

In the event of receiving a damaged order, we advise making a note of the condition (such as damaged or wet packaging, or any deformities to the products) and reporting it directly to the delivery carrier at the time of receipt. This will assist us in addressing and resolving the issue more effectively.

CHANGE MY SHIPPING ADDRESS

Should there be an error with the shipping address for your order, we urge you to contact us without delay. Please send an email to customer@backholder.com so that we can make the necessary corrections promptly.

PLEASE NOTE

• In the event of force majeure, there may be a delay in processing your order. Rest assured, we are committed to expediting your order as swiftly as possible once conditions improve.
• Please note that the delivery address specified at checkout is where your order will be sent. Should any package be returned due to an incorrect or incomplete address, the cost of re-shipping will be at your expense.
• If a return is not due to a quality issue with the product, you will be responsible for covering the shipping fees for the returned item.