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FREE SHIPPING ON ALL ORDER OVER $99

FAQ

POPULAR QUESTIONS

 

Does Beyond The Rack sell authentic items?

As one of our main focuses is providing the best products to our customers, we stand by the authenticity of every product sold on our website. Our buying team always does a strict analysis on our independent suppliers to make sure of the authenticity of every single product.

Is Beyond The Rack still in business?

Yes, Beyond the Rack is back in business & better than ever.

Is Beyond The Rack Canadian or American?

Beyond the Rack is a Canadian-based company that ships everywhere in Canada & the United States.

How do I know if one of my favorite brands is coming back?

To get all the insights on our new deals & new arrivals, subscribe to our newsletters.

Do you have physical stores?

Beyond the Rack in an online store, there are no physical locations.

Can I shop on my phone?

Yes, Beyond the Rack has a mobile friendly website. You can access our website through a computer, a phone or a tablet. 

Where can Beyond The Rack ship?

Beyond The Rack ships everywhere in Canada and the United States excluding: Yukon, Nunavut, TNO, Hawaii and Alaska.

How long will it take to receive my shipment?

Depending on the item, it can take up to 10 days for us to receive the goods to our warehouse. Every item page on our site includes a ships-from-BTR date under specification. As soon as we receive the goods, our warehouse team ships out right away the orders. Estimated shipping time varies depending on the location of delivery. 

To make sure you know what is happening with your order, we will send you a series of emails including: 

1. A confirmation email as soon as your order is placed

2. An email with a tracking number, in order to be able to track your package

How do I track my shipment?

Once we have shipped out your package, you will receive an email with a tracking number (do not forget to check your spam emails). You can use the link: https://track.aftership.com/ to track your order.

 

 

ABOUT BTR

 

What is Beyond the Rack?

Beyond the Rack is an online retailer offering its customers the convenience of a one-stop shopping destination with deals up to 80% off retail prices.  Since 2009, Beyond the Rack strives to offer a one of a kind experience to its customers. Since then, we have been continuously offering the most sought-after items to our customers by curating exclusive daily deals of apparel, accessories, beauty, footwear & living, for the whole family.

What are your customer service hours?

You can reach our customer care agents by email (btrsalessupport@btr.com), telephone or by chat. Please allow up to 48 hours for a response by email.

Telephone (1-8444-400-4287) hours: 10:00am-2:30pm

Chat hours: 9:30am-4:00pm

Does Beyond The Rack sell authentic items?

As one of our main focuses is providing the best products to our customers, we stand by the authenticity of every product sold on our website. Our buying team always does a strict analysis on our independent suppliers to make sure of the authenticity of every single product.

Is Beyond The Rack still in business?

Yes, Beyond the Rack is back in business & better than ever. 

Is Beyond The Rack Canadian or American?

Beyond the Rack is a Canadian-based company that ships to Canada & the United States.

 

 

ORDERS & SHIPPING

 

How do I know if what I buy will fit me?

 We suggest that you refer to the size chart on each item, as they might vary between brands.

Can I order by phone?

Yes, you can reach a customer care representative by telephone Monday to Friday, from 10:00am-2:30pm at 1-844-400-4287.

What if you cannot fulfill my order?

In rare cases, for reasons beyond our control, we may not be able to provide you with the product you ordered. Our customer care agents will credit your BTR account or issue a refund if applicable, if this happens.

How can I check the status of my order?

In order to see the status of your order, you will need to log into your account & click on “account” in the top right corner. The status of your orders will be displayed to the right of the order information. 

How do I send somebody a gift?

To send a gift, place your order like usual. At checkout, make sure to fill in the name and address of the person you shopped for in the shipping details box, and enter the billing information associated with the credit card used in the billing address section.

What form of payment do you accept?

We currently accept payments by Visa, MasterCard, PayPal and Sezzle.

How long after I did an order can I cancel it?

You have a 48 hours period to cancel an order.

What currency can I pay in, and how will I be charged?

All prices are shown in US dollars for US purchases, and Canadian dollars for Canadian purchases. You will be charged in the currency of your country of residence. Once you have registered your country of residence, you are not able to change it yourself. To request a change, please contact a customer care representative.

When will I be charged?

Our real-time ordering system will authorize your card the moment you place your order and a charge will most likely occur within 24 hours.

Which carriers do you use to ship your products?

We use various shipping carriers. Depending on your location, a select carrier will be assigned to your order. These carriers include: Canada post, Fedex, UPS & USPS and others.

Who do I contact for billing or payment related questions?

You can reach our customer care agents by email, telephone or by chat. Please allow up to 48 hours for a response by email at btsalessupport@btr.com

Telephone hours: 10:00am-2:30pm

Chat hours: 9:30am-4:00pm

What are your shipping rates?

We now offer free shipping for orders over 99$. For all other orders, we offer a flat shipping fee of $9.99.

Where do you ship from?

We ship orders from our warehouses located in Montreal for Canadian customers and from our Plattsburg warehouse for USA customers.

How long will it take to receive my shipment?

Depending on the item,  it can take up to 10 days for us to receive the goods to our warehouse. Every item page on our site includes a ships-from-BTR date under specification. As soon as we receive the goods, our warehouse team ships out the orders. Estimated shipping time varies depending on the location of delivery. To make sure you know what is happening with your order, we will send you a series of emails including: 

1. A confirmation email as soon as your order is placed

2. An email with a tracking number, in order to be able to track your package

Is my merchandise insured?

Beyond the Rack insures all shipments against theft and accidental damage, up to a value of $100. Once the merchandise has been delivered, the insurance ceases to be in effect.

Do you ship to international addresses?

Beyond The Rack ships everywhere in Canada and the United States, excluding: Yukon, Nunavut, TNO, Hawaii and Alaska.

Will I be charged sales tax?

The sales tax charged varies on the location of purchase.

United States - New York: 7-8%, depending on the state(the actual tax will appear on the checkout page) 

United States - Nevada: 6.85-8.1%, depending on the state (the actual tax will appear on the checkout page) 

Canada - Quebec: 5% GST + 9.975% QST 

Canada - Ontario, Newfoundland/Labrador, and New Brunswick: 13% HST 

Canada - Prince Edward Island: 14% HST 

Canada - Nova Scotia: 15% HST 

Canada: all other provinces: 5% GST

Will everything I order be delivered in one shipment?

If you purchase more than one item from the same event, or shop from more than one event, we may not receive all of your merchandise from our suppliers at the same time. In this case, we may decide to ship to you the item(s) that arrive first right away, then follow up with a second shipment (shipping for the second item(s) is on us, of course) with a separate tracking number when the remaining item(s) become available. Also, Beyond the Rack has several warehouses, so your merchandise may come in several shipments. You will be updated by email regarding the status of your shipments and when they are packaged.

How do I validate my order once received?

Each parcel will contain a packing slip that will include the items shipped as well as the order number. We strongly suggest checking the packing slip to make sure every item listed is received. If there is ever a discrepancy, please contact our customer care representatives by email, phone or chat.

How do I track my shipment?

Once we have shipped out your package, you will receive an email with a tracking number (do not forget to check your spam emails). You can use the link: https://track.aftership.com/ to track your order.

What do I do if I am short shipped on a shipment?

If the number of items does not match what is on the packing slip, you must let us know within three (3) days of delivery. We will ask you to send us a copy of the packing slip. Once the copy of the packing slip has been received, we will investigate the whereabouts of your missing item. We will make arrangements to either ship you a replacement item or issue a full refund for the missing item to your original payment method.

My tracking shows the items are delivered but I don't have my package, what do I do?

Before reporting non-receipt of a package, please be sure you verify with your neighbors, roommates, family members or anyone else who may have been home at the time the package was delivered. If your package is still lost or missing, you must contact us within five (5) days to file a claim. We will be more than happy to assist you in working with the carrier to complete the claim’s process.

 

RETURNS & EXCHANGE

 

How do I return an item?

If you are not satisfied with an item, contact our customer care representative at: btrsalessupport@btr.com to get an authorization code. Make sure to return the item in its original condition within 30 days of receiving it and we will apply a credit to your account. A credit will be applied once the item has been received and accepted by our warehouse.

How do I exchange an item?

If you want to exchange an item, contact us at: btrsalessupport@btr.com to get an authorization code and return your item in its original condition within 30 days of receiving it. In the meantime, you will need to place a new order with the desired new item. Once we will receive the returned item at our warehouse, we will reimburse you on the original payment method that was used.

Are there items that cannot be returned?

Yes, there are items that cannot be returned. This will be mentioned on the product page of the item under specifications.

What is Beyond the Rack’s return policy?

If the item can be returned, you have up to 30 days to return the item in its original packaging. You will then receive a credit to your account equivalent to the price of the item.

What if my order arrived damaged or defective?

If an item is damaged or defective, you must let us know within three (3) days of delivery. We will then ask you to send us a picture of the item. Once the picture has been received, we will investigate the situation. We will make arrangements to either ship you a replacement item or credit you.

 

CREDITS

 

Does my store credit expire?

Store credits expire after 365 days.

I have a store credit in my account but it does not automatically apply at checkout?

If this is the case, please contact our customer care representatives in order for them to assist you in your purchase. 

How will my store credit be applied to my next order?

Store credits are automatically applied at checkout. If it is not automatically applied, please contact one of our customer care agents for assistance.

  

ACCOUNT

 

What happens if I forget my password? / How do I change my password?

Go to www.btr.com, and click on “Sign In” in the top right corner. Then, click on “Forgot your password?”. Fill in the email address you provided during registration, and we will send you an email with instructions to reset your password. If you are still having trouble, please get in touch with one of our customer care agents.

How do I unsubscribe from your email newsletter?

If you scroll to the bottom of any newsletter, you will find the unsubscribe button. Simply click on “unsubscribe” & you will be unsubscribed.