FAQ

About Beyond the Rack

  • What is Beyond the Rack?

    Beyond the Rack is a private shopping club for people who want designer brand apparel and accessories at up to 80% off MSRP. We offer authentic designer merchandise exclusively to our members through limited-time events. Each event starts at a specific time (11:00AM ET and 6:00 PM ET) and typically lasts 48 hours, except for events that start on Friday, which last until the following Monday. After each event ends, the merchandise is no longer available. Members are notified by email in advance of each upcoming event according to their notification preferences.
  • 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. You can edit your notification preferences to choose what type of notifications you want to receive as well as how often you want receive them.
  • 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 (on the checkout page this is listed as an account credit). 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 not expire. 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

  • How many items can I place in my shopping bag?

    In order to ensure all members have equal access to our merchandise, you may only place 30 items in your shopping bag at any given time. If you would like to buy more, please check out and pay for these items prior to going back into the event to add additional items to your cart.
  • 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?

     
  • Can I order by phone?

    To help keep our prices low, all purchases can only be made through our website.

Christmas Shopping

  • Customer service holiday season hours

    December 24 – 8AM to 3PM

    December 25 – Closed

    December 26 – 9AM to 3PM

    December 31 –8AM to 3PM

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

    Our customer service hours are Monday-Friday 9AM-6PM ET and weekends from 10AM-2 PM ET./div>
  • 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.
  • 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.beyondtherack.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 service@beyondtherack.com or 1-844-400-4287 Monday - Friday from 9AM - 6PM. Our Live Chat is also available everyday between 9am to 9pm 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 low base rate shipping. Additional shipping may apply, and is calculated on your ship-to address and the weight or size of the parcel. Some events or items are subject to flat-rate shipping; this is indicated on each item’s page.
  • Free shipping offers

    Unless otherwise indicated, free shipping means that base shipping is free. Additional shipping may apply, and is calculated on your ship-to address and the weight or size of the parcel; orders above 20 pounds will attract additional shipping. Additional shipping will be reflected at checkout.
  • How long will it take to receive my shipment?

    Every item page on our site includes a ships-from-BTR date and a link to a delivery schedule map. Some items are eligible for 5-day shipping (unless it applies for consolidated shipping), while others can take 3-4 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:

    A confirmation as soon as we receive your order

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

    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 North America excluding Yukon.
  • 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.
  • 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, simply return it in its original condition within 30 days of receiving it and we'll apply a credit to your BTR account for the purchase price, less return shipping and handling charges. 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.