FAQ – Returns & Exchanges

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Returns & Exchanges

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Christmas Return Policy

​We are extending our Return/Exchange Policy for Christmas gift purchases until January

Please note this excludes any and all items purchased on SALE.

Can I return or exchange Back on Track products?

Providing a human, horse, or dog product that has not been used, is clean, and in its original packaging, you may return it for exchange or refund within 30 days of purchase. All discounted or clearance items are final sale. Please contact the Back on Track retailer where you purchased the product or if you purchased the product from our website, contact us.

How do I get a refund?

No exchanges/returns or refunds on ANY SALE items. If you purchased an itemthat wasn’t on sale and need a refund, please contact us.

Do I need to provide proof of purchase if I choose to return my purchase?

Yes. You will need to show us your purchase receipt.

Can I provide a Payment Statement as proof of Payment for a Back on Track product?


How long does it take to get my refund?

Normally a refund is issued within two business days of our warehouse receiving the returned product in good condition.

Can I exchange an item from my Back on Track purchase?

Contact us within the first 30 days after your purchase date if you would like to make an exchange. There are no exchanges for discounted or clearance items. If you decide to exchange your product, be sure it is returned in its original packaging. The product must not have been worn, be dirty, or torn.

How long do product exchanges take?

If you wish to exchange your product for another product, processing will normally take 3-5 business days AFTER your product has been received at the Back on Track warehouse.

Who pays for shipping if I return my product?

The customer pays shipping costs on any returned product UNLESS the product is returned due to manufacturing defect.

Does Back on Track refund shipping costs (and taxes charged on shipping) on returns?

No, Back on Track does not refund shipping costs on order refunds (unless there was a factory defect on the product).