What is your satisfaction guaranteed return policy?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 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 below.
Please note that the satisfaction guarantee policy does not apply to (i) goods that cannot be returned for hygienic reasons (e.g., toiletries, cosmetics, lingerie, some leather goods, swimwear, earrings, duvets, pillows, etc.), (ii) goods that have been made to your specifications or personalized, (iii) goods that have been assembled or installed, (iv) goods that, by their nature, cannot be returned, or are liable to deteriorate or expire rapidly, or (v) goods sold as "clearance" and/or "final sale".
What if any of my items arrived damaged or was short shipped?Should any of your items be delivered to you in a damaged condition or if the number of items doesn't match the bill of lading, you must let us know within 3 days of delivery. Please return any damaged items to our Order Processing Center. Pending its evaluation by our Returns department, we will make arrangements to either ship you an undamaged item at no extra cost to you or issue a full refund as per your original method of payment. For damaged goods, BTR will cover the cost of shipping the item back to us.
What if any of my goods are faulty?If any of your goods are faulty (other than goods that arrive damaged, the return policy for which is described above), you have 10 days to return the goods to us pursuant to the procedure below. Pending its evaluation by our Returns department, we will make arrangements to either ship you a replacement item at no extra cost to you or issue a full refund as per your original method of payment. For faulty goods, BTR will cover the cost of shipping the item back to us.
This return policy does not apply to minor faults or defects, in which case we will repair the good or grant a partial credit to your BTR account for a portion of the purchase price.
Return and exchange procedureIn the RRC column at top right on the front of this Packing Slip, write the Return Reason Code next to the item you’re returning.
Return the item in its original packaging, ensuring that all hang tags, boxes, plastic bags, hangers, etc. are with the item.
Important: You must include this Packing Slip with your return—we encourage you to keep a copy for your records
Shipping Method A: You can request a shipping label to be emailed to you by contacting us via email at email@example.com with your order number and the item number you would like to return. The cost of using this label is $9.95, which will be deducted from your BTR account credit for the item(s) returned. To use this label: (i) identify the carrier who will be completing the return. This information can be found directly on the label; (ii) securely affix the label to the front of your package, then (iii) get the address of their drop-off location closest to you, and bring it there, please ensure that a receipt is provided to you and keep it as a record.
Shipping Method B: Should you choose not to use the return shipping label, we suggest you use a traceable and insured shipping method. Please hand-write on your package, the BTR Returns Centre address: Canada: 5440 Paré, Mont-Royal, Quebec, H4P 1R3 United States: 12 Nepco Way, Plattsburgh, New York, 12903
Please note: Our policy is to refuse “collect” packages. If we receive a collect package in error, the collect cost will be deducted from your BTR account credit.
What is a BTR account credit?When a member returns merchandise under the satisfaction guarantee, they receive a BTR account credit that can be applied to future purchases on our Website. The member is credited for the entire cost of the purchase less shipping cost. We do not charge you a handling fee for your returns. Note that if a member returns merchandise because it is damaged on delivery or faulty, Beyond the Rack will refund the purchase price, including shipping and handling, as per your original method of payment. For example, if you paid the purchase price in part with an existing BTR account credit and the rest with a credit or Visa Debit card, the credit or Visa Debit card portion will be refunded to your card, and your BTR account will be credited with the account credit portion.
Can I return clearance or final sale items?From time-to-time, we hold final clearance sales on items offered at extra discounted prices. Unfortunately, we cannot accept any returns or exchanges on final clearance sales items. These sales will be clearly marked, so that members are aware they are purchasing a no-refund/no-exchange item, unless defective.
Can I change my order or cancel it after I've placed it?An order can be cancelled and a refund applied (in the same manner of payment) before an event closes or prior to the item(s) being shipped, whichever occurs first. To cancel your order, please email firstname.lastname@example.org with your order number. A confirmation will be sent to you once we have submitted the cancellation request. Please allow 24-72 hours for the cancellation to go through. If your order has shipped out, we will be unable to cancel your order. You will need to follow the return and exchange procedures listed in the FAQ's. If you’ve paid using BTR credits only, the credits should appear in your account once the cancellation is completed. If you’ve paid using your credit or Visa Debit card, your credit or Visa Debit card will be refunded. If you need to modify an order you’ve already placed, please submit a new order for the item you want and proceed to cancel the item you no longer wish to keep.