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EXTRA 10% OFF SITEWIDE* WITH THE CODE: MAY10

FAQ

About Beyond the Rack

  • What is Beyond the Rack?

    BTR.com is an online destination where shoppers discover hand-picked products in assortments curated by our experts. Through partnerships with our suppliers, BTR is able to provide discounted pricing and single-source shipping convenience. Each assortment is available for a short period of time, as quantities are limited. Shoppers can subscribe to a daily notification of new products and assortments as well as special events and coupons.

    BTR prides itself on our supplier relationships, with a preference for buying local or from sustainability-focused companies. We’ll promote products which are natural, highlight the earth-friendly, and emphasize those which are simply better for you. 

  • Where do I see and buy the merchandise?

    All of our events are held online only at www.btr.com. There is no physical location to view or try on the merchandise.
  • Do I have to pay for membership?

    Membership with Beyond the Rack is free and open to anyone. We do, however, reserve the right to limit or delay access to any member for any reason.
  • How do I get notified about the events?

    BTR sends an email notification prior to every event. Each email will include the featured brands, date, and time of the upcoming event. Members are notified by email in advance of each upcoming event according to their notification preferences. 
  • How long does each event last?

    The Ending time of each event is displayed on each event page. Once an event ends, the merchandise is no longer available. We do recycle some of our events, keep an eye on our daily emails to see when they become available again.
  • Website time

    All times on our Website are in Eastern Standard/Daylight Time (EST/EDT).

Credits and Inviting Friends

  • What are credits?

    When a member returns an item in compliance with our returns policy. For more information regarding returns, kindly reference our return policy outlined below.
  • Are there any other rules about credits?

    Credits can redeemed at any time during the checkout process and applied to any purchase. Please note that credits will not be issued to people living at the same address, using the same shipping address, or using the same credit card. Credits cannot be redeemed for cash and have no value outside of Beyond the Rack. We reserve the right to remove any member who has gathered credits through fraudulent activity. Under those circumstances, all credits will be forfeited.
  • Do my credits expire?

    Account credits will expired after 365 days. Promotional credits do expire.
  • How do I use my credits?

    BTR credits" can be located on the top right hand corner of the page. These credits are automatically deducted during the checkout phase. The system will still prompt you to add your credit or Visa Debit card information, even if your total is zero, as an account verification tool. Credits will always be deducted first and any additional funds will be charged to the credit card. Please note, that if you are using a handheld device, BTR credits will only be visible at the checkout phase.
  • Vanity code?

    The order value must be greater than the code value before applying the vanity code to your purchase. Only one vanity code can be used per order. In the case of a cancellation requested / returns by the customer and the minimum order requirement is not met, we will need to remove the vanity code from the total of your order. Each promotion has its own restriction. Starting and ending date, items exclusions may be changed without notice.

Merchandise and Shopping

  • Can I view the products before an event starts?

    You will only be able to view the products for an event once the event starts. We recommend that you log in early to ensure you have the best choice of products, sizes, and colors./div>
  • How do I know that the merchandise is really from the designer?

    We guarantee the authenticity of all our merchandise.
  • How do I know if what I buy will fit me?

     We suggest that you follow the size chart on each event as they are from different suppliers.
  • Can I order by phone?

    Yes you can call us at 1-844-400-4287 between 10.30 am and 2.30 pm ( Monday to Friday) if you need helps making an order on our website: www.btr.com.
  • 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 service team will credit your BTR account or issue refunds if applicable if this happens. Credits are immediately applied on a subsequent order once the shopper has logged in.

Christmas Shopping

  • Customer service holiday season hours

    December 24 – 9.30AM to 3PM 

    December 25 – Closed 

    December 26 – 9.30AM to 4PM 

    December 31 –9.30AM to 3PM 

    January 1 – Closed
  • What are your customer service hours for the holiday season?

    Our customer service hours are Monday-Friday 9.30AM-4PM.
  • What is your return policy for items purchased for Christmas?

    Most items we sell are now returnable for up 30 days from the time you receive them. Non-returnable items are always indicated on the item page and include toiletries, cosmetics, lingerie, swimwear, earrings, some leather goods, duvets, pillows, goods that are liable to deteriorate or expire rapidly, furniture, and goods sold as "clearance" and/or "final sale”.
  • Do you offer gift wrapping?

    At this time we do not offer gift wrapping.

Sending Gifts

  • How do I send somebody a gift?

    To send a gift, place your order in the usual way. 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 to the credit card used in the Billing Address section.

Payment and Processing

  • What forms of payment do you accept?

    We currently accept payment by Visa credit, MasterCard credit, PayPal and Sezzle.
  • How long after I did an order can I cancel it?

            You have 48 hours to cancel an order as after this windows, we send a PO to our suppliers to ship the product.

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

    All prices are shown in US dollars for US members, and Canadian dollars for Canadian members. 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 to this account setting, please use the form on the Contact Us page.
  • When will I be charged?

    Our real-time ordering system will authorize your card the moment you place your order and a settlement (debit) will likely occur within 24 hours.
  • Why do you charge me before the brand sends you the merchandise I ordered?

    We only authorize our suppliers to send us their merchandise once the event closes, at which point we know exactly what to order for our membership as a whole. As a private shopping club, we're actually ordering select merchandise on your behalf. Working this way helps us secure great prices and selection for our members on an ongoing basis, which is what BTR is all about.
  • Are the transactions secure?

    Protecting the safety of your credit or debit card information is extremely important to us. We use Secure Socket Layer (SSL) technology to help protect the security of your credit or debit card information as it is transmitted to us. SSL is a highly sophisticated method of scrambling data as it travels from your computer to our Website's servers. As an added security feature, we do not store your credit or debit card data on our servers once the transaction is completed.
  • Can I be assured that my personal information will not be sold or rented to anybody else?

    Beyond the Rack values its members and respects their privacy. We only collect customer information to fulfill your order, to improve your shopping experience, and in order to communicate with you about our products, services, contests, and promotions. We do not sell or rent your personal information to third parties. All promotional emails that we send have an easy unsubscribe feature that allows you to remove yourself from future mailings.
  • What happens if I forget my password?

    Go to www.btr.com, and click on the "Forgot password?" link below the email address field on our home page. Fill in the email address you provided during registration, and we will send an email to that address which contains the password hint we have on file. If you are still having trouble, please get in touch with us by clicking on the Contact Us link at the bottom of any page on our site.
  • Who do I contact for billing or payment-related questions?

    Please send us an email at btrsalessupport@btr.com or 1-844-400-4287 Monday - Friday from 10.30AM - 1.30PM. Our Live Chat is also available everyday between 9.30am to 4pm EST. We'll be happy to help!

Shipping and Taxes

  • Where do you ship from?

    We ship orders from our warehouses located in Montreal for Canadian customer and from our NY warehouse for USA customers.
  • What are your shipping rates?

    We now offer a flat rate shipping fees of 9.99$ for order under 99$.
  • Free shipping offers

    We offer FREE shipping for any orders above 99$.
  • How long will it take to receive my shipment?

    Every item page on our site includes a ships-from-BTR date. Some items are eligible for 5-day shipping (unless it applies for consolidated shipping), while others can take up to 2 weeks from the time you click the Process Order button. Please allow one week from the date of shipment for your order to be delivered to you. The reason BTR delivery time differs from traditional e-tailers is that we only authorize our brand partners to send us what our members have ordered after each event closes. This helps us provide you with a great selection of merchandise at even greater prices every day; which is what an exclusive shopping club is all about! As merchandise arrives at our Order Processing Center, our team assembles and ships your order very quickly. To make sure you know what's happening with your order, we'll send you a series of emails including: 

    1. A confirmation as soon as we receive your order 

    2. An update when your merchandise has arrived at our Order Processing Center 

    3. A note to let you know your order has shipped that includes a tracking number 

    If one of our brand partners is delayed in sending your purchase to us, we'll make sure you know what's happening with a special update email. We work hard with our brand partners to make sure delays don't happen, but with so many brands in our growing portfolio we sometimes encounter unforeseen issues. Please note: Packages cannot be shipped to post office boxes.
  • Is my merchandise insured?

    Beyond the Rack insures all shipments against theft and accidental damage, at no cost to our members, 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?

    Please note that Beyond the Rack only ships orders to addresses in Canada excluding Yukon, Nunavut, Tno and the USA excluding Hawaii
  • Will I be charged sales tax?

    The sales tax charged depends on where you ask us to ship the order as follows: 

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

    United States - Nevada: 6.85-8.1%, depending on the county (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?

    Note that 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 will I know if my orders will be consolidated?

    There is no way for you to know if your order will be consolidated. Once you receive your parcel, only then will you see on the packing slip that multiple items/orders are consolidated. For this reason we urge you to validate your orders.
  • How do I validate my orders 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 customer service by phone or email.
  • What do I do if I am short shipped on a consolidated shipment?

    If the number of items doesn't match what’s on the packing slip, you must let us know within three (3) days of delivery. We will then 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 as per your original method of payment.
  • My tracking shows delivered but I don’t have my package, what do I do?

    Before reporting non-receipt of a package, please be sure you check with 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 5 days to file a claim. We will be more than happy to assist you in working with the carrier to complete the claims process.

  • How do I return orders/items if they come from a consolidated shipment?

    The same return policy applies. 

    If you're not satisfied with an item, contact us btrsalessupport@btr.com to get an authorization code and return it in its original condition within 30 days of receiving it and we'll apply a credit to your BTR account. Credit will be applied once the item has been received and accepted by our Order Processing Center. In order for your credit to be processed promptly, please follow the Return and Exchange procedure listed in the FAQ’s section.