Shipping

We reserve the right to make changes to our shipping policy.
Items are normally shipped within 1 to 3 business days of when the order was placed.
We usually ship to the USA within 7 – 10 business days.

Transit time for all international shipments is 2-4 weeks on average, depending on your location, so let us know if your order has still not been received after 4 weeks.

Please note we cannot be made responsible for any customs charges or duties. All international buyers are responsible for all tax, duties and customs fees.

Items that get lost during shipping due to missing or incomplete address details are the sole responsibility of the buyer. If a postal carrier is unable to successfully deliver an item to the address provided and/or your BackGenie is returned to us, you will be responsible for any reshipment postage fees.

If a package is returned to us and you decide not to have us reship the package, we will issue a partial refund for the item. In such a case we will not refund the original shipping costs.

Exchanges

We only replace items if they are defective or damaged. If you need to have your item exchanged, please send an email to exchanges@backgenie.com.

We would really appreciate it if you could also send us pictures of the defect, so that we can learn from this. In most circumstances, we will exchange the defective item for a brand new one.