Frequently Asked Questions



Find quick answers to your questions below...

Order Status

My Account

Freight & Shipping

Guarantees & Warranties

Pricing and Billing

Buyer's Guide


Order Status

Has my order shipped?

Click the "My Account / Order Status" link at the top right hand side of our site to check your orders status.

How do I change quantities or cancel an item in my order?

Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

How do I track my order?

Click the "My Account / Order Status" link at the top right hand side of our site to track your order.

My order never arrived.

Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your package(s) Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your package(s) each show a status of "delivered", please contact Customer Service for assistance.

An item is missing from my shipment.

Please see above - "My order never arrived"

My product is missing parts.

Please see above - "My order never arrived"

When will my backorder arrive?

You will be notified by Customer Service via telephone or e-mail if an item you ordered is not in stock and cannot be shipped within the normal time frame. You will also have the opportunity to leave your order intact and await shipment at a future date or to cancel the order.

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My Account

How do I create an account?

1) Click the "My Account / Order Status" link at the top right side of our site.
2) Enter your email address.
3) Select "I am a new customer".

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information.

I forgot my password.

Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

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Freight & Shipping

Christmas Shipping 2014


  • Last Day for standard shipping December 19, 2014 - and FREE Shipping Day!
  • Expedited Shipping, Contact Customer Service for a Quote: 580-399-1175

How do I return my product?

Please click here for more information on returning an item.

I received the wrong product.

If you feel that you have received the wrong product, please lodge a request for exchange using our Request for Return/Exchange form within 72 hours of receiving the product. If we have sent you the wrong product in our error, we will refund the cost of postage paid initially & the cost of postage back to our warehouse.

What is your return policy?

Please see our Returns Policy for complete details regarding the return or exchange of your purchase.

When will my order ship?

Your order will be processed within 1 to 2 business days from the time you placed your order. Some items may require a longer processing time, please refer to the individual items page for more information on the availability of each item. You may check the "My Account / Order Status" section track the status of your order. You will receive a shipment confirmation once your order has shipped and tracking information within 24-48 hours of shipment.

How much is my shipping?

Please verify that you have provided us with your correct mailing details to ensure you receive your order correctly and in a timely fashion.

Orders will be shipped using either USPS (United States Postal Service), FedEx, UPS, (with selected large or heavy products). For some items a Threshold delivery service is available (items will be placed inside front door on first floor of delivery site) or a premium White Glove service is available (item will be placed in room of choice and assembled).

When ordering a number of items please note that all parcels may not arrive at the same time.

We ship within the Continental United States ONLY.

Orders up to $25 will be shipped via USPS - no tracking - with approximate delivery time of 5-7 working days. Freight charges of $7.99 will be charged.

Orders $26 to $75 will be shipped via FedEx or UPS - with tracking - with approximate delivery time of 1-4 working days. Freight charges of $7.99 will be charged.

All orders over $75 will be shipped via FedEx or UPS with tracking and FREE freight. Approximate delivery time 1-4 working days.

Express Shipping:

For some of our products we are able to offer Next Day Air shipping ($35 per product) & 2nd Day Air shipping ($25 per product).

Please Note: FedEx/UPS will attempt to deliver your order 3 times before returning your order to us. A postcard will be left by FedEx/UPS in your mailbox that explains how to contact them to re-schedule the delivery. Please ensure you contact the shipping company in a timely manner to avoid delays in delivery.

Exceptions:
Balt products ship in 5-7 working days
BackSaver products ship in 5-7 working days

Do you ship to my country?

Orders will be shipped using either USPS (United States Postal Service), FedEx, UPS, (with selected large or heavy products) Threshold (items will be placed inside front door on first floor of delivery site) and White Glove (item will be placed in room of choice and assembled) for special deliveries.

When ordering a number of items with various shipping methods, please note that all parcels may not arrive at the same time.

We ship within the Continental United States ONLY.

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Guarantees & Warranties

Supply of Product

We may occasionally be out of stock of the product you ordered. If this happens, a bad back store Customer Service Representative will contact you promptly, via the information provided on your order. Contact will be made via either email or phone. If we are unable to fulfil the order, we will discuss an alternative product or refund your payment.

What is the return policy?

Please see our Returns Policy for complete details regarding the exchange or refund of your purchase.

Guarantees & Warranties

Our aim is for you to get your back inline on-line!

We're committed to providing our customers with therapeutic products that are distinctive in quality, design and value. This commitment translates to a pledge of 100% customer satisfaction.

In addition to the 30-day money back guarantee there are also extended warranties by the various manufacturers that are stated on the website and included with your items purchased.

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security

The bad back store wants to ensure that our valued customers can shop with complete confidence online. We have taken every possible measure to give the highest security to our customers.

We use 128 bit Secure Sockets Layering (SSL) to encrypt your personal credit information, including your credit card number, before it travels over the Internet. SSL technology is the industry standard for secure online transactions. Because we use SSL, placing an order online is just as safe as giving your credit card number over the telephone.

SSL is the system that is used by all reputable e-commerce sites and trusted by all popular browsers (eg. Internet Explorer, Netscape, Firefox etc.

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Pricing and Billing

Payment Method

The bad back store accepts payment by Visa and Mastercard and PayPal. Please select from the payment options when checking out of the Bad Back Store.

The bad back store reserves the right to request additional identification. If this is needed, we will contact you by e-mail or telephone. Your order will be processed as soon as we receive the requested information.

Do I have to pay sales tax?

You only have to pay sales tax if you are located in the same state as our warehouse. Our warehouse is located in Oklahoma, USA

I have a question on my charges.

Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt/invoice.

Click the "My Account / Order Status" link at the top right hand side of our site to print invoices.

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

When will my credit card be charged?

Your credit card will be charged at the time you place your order. The bad back store does not keep credit card details on file. All payments are processed through our secure payment gateway Authorize.net. If you choose to pay for your order via PayPal, please refer the PayPal terms and conditions for further information.

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Buyer's Guide

How do I buy/redeem a gift certificate?

To purchase a gift certificate for someone, click here. If you are the recipient of a gift certificate and would like to redeem your gift certificate, click here.

How do I find my product?

To find the products you're looking for, you may use the navigation menus on the left hand side of our website or type a keyword into the SEARCH box located at the top of our website just under the bad back store logo.

If you have any trouble locating a product, feel free to contact customer service for assistance.

How do I navigate the site?

To navigate this website, simply click on a category in which you might be interested. Categories are located on the top, left & bottom of our website.

QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product.

If you have any trouble locating a product, feel free to contact customer service for assistance.

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This page was last modified on September 24, 2012