After receiving your order, all orders are expected to be processed within 2-3 business days (excluding weekends and holidays). If you have provided your email address, you will receive emails regarding your order confirmation and shipping confirmation.
Due to the impact of COVID-19, it may take longer to fulfill your order. We are working on getting your order to you as quickly as possible!
U.S. Shipping Rates and Estimates
We offer free postal service shipping to all 50 U.S. states.
Backbone offers free postal service shipping of Backbone One to every address in the 50 U.S. states within 4 to 12 business days based on the distance to the destination, at no cost to you. You may have the option to select an expedited shipping method while placing your order. If you choose to use an expedited shipping method, those charges will be calculated and displayed at checkout.
Shipping Outside the United States
We offer International Shipping via UPS. We are generally able to ship to many international locations. However, this is subject to change at any time and for any reason. If we cannot ship to your country, we will promptly cancel your order and issue a refund.
Shipping charges for your order will be calculated and displayed at checkout.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Backbone is not responsible for these charges if they are applied and are your responsibility as the buyer and importer.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us, including 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 12 business days of receiving your shipping confirmation email, don’t hesitate to get in touch with us here with your name and order number, and we will look into it for you.
Damage During Shipping
If your order arrives damaged, please email us as soon as possible here 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.
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.
- USPS PACKAGE
If USPS is reporting “delivered,” you must contact USPS directly to file a missing mail search. We suggest reaching out via email by submitting a service request here to save time.
- FEDEX PACKAGE
If FEDEX is reporting “delivered,” you must contact FedEx directly to file a claim. Please visit fedex.com > Support > File a claim.
- UPS PACKAGE
If UPS is reporting “delivered,” you must contact UPS directly to file a claim. Please visit the UPS website > 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.