FAQ – Order & Shipping

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Order & Shipping

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We offer shipping through FEDEX Ground services.

To track your order, please use your tracking number on fedex.ca.

Do you ship outside of Canada?

No. We only ship within Canada.

How do I know my order has been placed?

You will receive an email confirming your order has been received within one day.

How long does it take my order to leave the Back on Track warehouse?

It normally takes two business days to for your order to leave our warehouse after order receipt. During Christmas it can take longer.

Where is the Back on Track warehouse located?

The Back on Track warehouse is situated in southern Alberta.

How long does shipping take?

Once goods have shipped, they take up to 10 business days to get to the Territories or Nunavut, 5 business days to the Maritimes ,3-4 business days to Quebec, and Ontario, and 2 business days to get to Manitoba, Saskatchewan, or BC.

How much does shipping cost?

$15 flat rate shipping

How do I track my order?

A tracking number will be emailed to you when the goods depart our warehouse.

Can I cancel my order?

Once you have placed an order on our website you cannot cancel it. Contact us for assistance and they will instruct you how to return the purchase and obtain a refund.
You will require a Return Merchandize Authorization (RMA) number before Back on Track is able to receive your return.

Will my order be delivered when I am not at home?

Yes, unless you contact us and specifically request that the package be dropped at a certain time of the day.
Please note that courier delivery times can only be defined as before 12 noon and after 12 noon. They are not able to promise deliveries at a specific time of day.

When I track my order, it says "delivered" but I do not have it. Where is it?

The product may be on the delivery truck and not yet delivered to your address. If you do not see it by the end of the day check your mailbox. If the courier came by and you weren’t home or did not hear the doorbell, they would have left a note in your mailbox instructing you where to pick up the parcel.

What payment methods do you accept?

Visa and MasterCard. You can choose to pay using Moneris or PayPal when checking out of your Shopping Cart.