You can go through some frequently asked questions by our customers

Do I need to make an account to order?

You can but it is not a must as you can also place your order and checkout as a guest and if you create an account then you will be able to check your previous orders and some other perks. It is 100% on you

is My Information and Payment Secure?

Data security and privacy is the most important factor and we take care of it in the best possible way as we are associated with some of the biggest payment processing companies like PAYPAL and STRIPE so there’s no need to worry about security of payment and data.

I didn’t receive an order confirmation email, how to get update about my order?

Order details and confirmation email is sent to the customer as soon as the payment is processed and it never happens that the customer don’t receive all the required details from our end but if you didn’t get it please make sure to check your spam folder sometimes it might land there. If the rarest case happens that the customer don’t receive the details then just feel free to get in touch with us through the contact page.

Do you accept Cash-On-Delivery payment (COD)?

we are working hard to make that option available for our valuable customers and we will make sure to enable the COD for customers as soon as we can .

What is the currency of the store and can I pay in another currency?

The base currency is USD $ and yes you can pay in any other currency according to the exchange rates. You won’t face any issue in this don’t worry.

SHIPPING & DELIVERY:

How long does it take process our orders?

  • We process and package orders,  within 1-5 business days of the purchase timestamp.

How long do shipping and delivery take? When can I expect my goods?

  • We Offer 2 Methods Of Shipping:
  • Standard shipping takes about 9-25 business days
  • Averages about 9-20 business days. Please allow up to 2-6 weeks for rare cases, like special holidays or extremely high demand
  • You can choose Expedited Express Shipping upon checkout, delivery takes approximately 3-7 business working days
  • All packages are sent withTracking Number so you can check it every step of the way!

Has my order already been shipped? How will I know?

  • You can track your order by using the Track my order page on our site.
  • Once your order has been shipped, you will be sent an automatic email where you’ll be able to track your package and see its status.
  • If unsure, please contact us so our support team can check on your Order details for you. You will need to provide them with your Order ID for them to be able to pull up your tracking info.

The tracking site says my order has been Delivered, but I haven’t received my package yet?

In this case please make sure to reach out to your local post office and if that does not help then just feel free to contact us

I ordered 2 (or more) items but only received 1 item so far… Where is the rest of my order?

  • If you ordered multiple/different products from our store, you may receive multiple packages instead. (this is done for more efficiency and faster shipping times since we have multiple warehouses worldwide)
  • Most of the times, we try to group everything in one package for you.
  • If you ordered many of the same products, then you will usually receive it all in 1 package.

CANCELLATIONS, REFUNDS, RETURNS

Can I cancel my Order?

You can cancel your order within 24 hours of placing it only. After that you will have to return the product if you don’t want it for any reason within 7 days and we will issue a refund for you.

How do I return a damaged item?

You can just share the video or photo of the damaged product and we will make sure to ship a new product to your address.

How do I get a refund?

  • IF you want to return the product and issue a refund then you can go through our return and refund policies

I haven’t received the refund on my credit card yet, what is happening?

  • Please allow 5-10 business days, after you receive the confirmation that the refund has been processed, for the amount refunded to show up on your credit card statement.
  • If you haven’t received a refund yet after that, please contact your credit card company, it may take some time before your refund is officially posted.

GENERAL FAQ’S

Where are products being designed from?

  • Our products are proudly designed in California, London and the Netherlands.

DO you have a local retail store in our location to buy these product offline?

We are working on it and soon you will be able to get the products from your nearby backsupport stores.

How can I unsubscribe from the automatic emails?

We don’t spam our customers and we know that this won’t happen. Our customers get free of cost valuable tips from the team of top spine specialists and health experts

If you still feel you need more support, please do not hesitate to use the contact us page and submit your request to us. Looking forward to hearing from you and serving you!

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