All orders will be processed within 2-3 business days (excluding weekends and holidays) after receiving your order. If you have provided your email address, you will receive emails regarding your order confirmation and your shipping confirmation.

Due to the impact of COVID-19, it may take longer to fulfill your order. We are working to get your order to you as quickly as possible!

Shipping Rates and Estimates

Backbone offers free shipping of Backbone One Australia-wide within 4 to 12 business days, subject to the distance to the destination. We do not ship outside Australia.

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. If you encounter any problems tracking your order, please contact supportau@playbackbone.com.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact us at supportau@playbackbone.com with your name and order number, and we will look into it for you.

Damage During Shipping

In the event that your order arrives damaged in any way, please email us as soon as possible at supportau@playbackbone.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. If you have any further questions, please don't hesitate to contact us at supportau@playbackbone.com.

My package was marked “delivered,” but I didn’t receive it.

In case your package shows delivered, but it’s not there:

-Check with family members, neighbors, co-workers, a building manager, an apartment office, or others who may have accepted your order on your behalf.

- The carrier may have placed your order somewhere near your door, out of plain view. Look for your order in the back door, garage, or behind bushes. Check your tracking information to see if a drop-off location was noted.

- In some situations, or during peak delivery times, packages may state delivered up to 48 hours before their arrival.

- FEDEX PACKAGE

If FEDEX is reporting “delivered,” you must contact FedEx directly to file a claim. Please visit fedex.com > Support > File a claim.

If your order has been marked as delivered for over 45 days, we cannot provide support for lost packages. 

 If you have any further questions, please don’t hesitate to contact us here.

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