Shipping, Exchange & Return Policy
Back9lab partners with major international shipping companies like FedEx, DHL, UPS, and local couriers to deliver directly to your door. We proudly offer flat-rate worldwide shipping.
Shipping Times
| Region | Estimated Delivery Time |
|---|---|
| United States | 5โ12 business days |
| Europe (EU) | 5โ11 business days |
| United Kingdom | 4โ11 business days |
| Australia | 7โ12 business days |
| Rest of the World | 7โ12 business days |
Payment and Verification
You will be charged when you place your order. All payments are subject to verification and approval before shipping and may take several days to process. Orders with incorrect billing information or requiring additional verification may be delayed or canceled to prevent fraud.
Shipping Process
We typically require 1โ3 business days to process and fulfill your order before it is transferred to our carrierโs sorting facility.
Some orders may take a little longer, particularly during major holidays and busy periods such as Black Friday, when processing times can take up to 5 business days.
Once your order has begun processing through our shipping department, we are unable to make any changes (including address changes). We will only ship to the address provided at check-out.
We only ship during business days and do not ship on Saturdays, Sundays, or holidays. Once your order has shipped, you will receive a Shipping Confirmation email. If you did not receive the confirmation, please check your spam folder, as emails sometimes end up there.
Returns
At Back9Lab, we want you to be satisfied with your purchase. If you would like to return or exchange an item, please carefully review the conditions below.
We do not offer free returns. We therefore encourage customers to carefully review their order, sizing, and product selection before completing their purchase.
If you would like to return an item, please first contact our support team at support@back9lab.com. Our team will provide you with the necessary return instructions and return address details. All returns must be sent to our business address. Our business address is located in the Netherlands.ย
Shoe Exchanges
If you would like to exchange your shoes for a different size, we offer two options.
Option 1: Return & Exchange
You may return the shoes.
Please note:
โข Return shipping costs are the responsibility of the customer.
โข Any customs fees, import duties, taxes, or other related charges are the responsibility of the customer.
โข International returns may take several weeks to arrive.
โข The replacement pair will only be shipped once the returned item has been received and inspected.
โข A valid tracking number must be shared with us once the return shipment has been sent.
Option 2: Fast Replacement Service
To save the time, cost, and inconvenience of an international return, you may choose our Fast Replacement Service.
For a contribution of $19.95, we will immediately send a new pair in the requested size.ย
Tracking
All orders come with tracking numbers. You will receive an email with tracking information once your order is dispatched.
Please note that it can take several days for tracking information to update. If your order was placed more than 5 business days ago and thereโs still no tracking update, feel free to contact us.
Duties, Taxes, and Other Fees
For international shipments, import taxes, duties, and/or customs clearance fees may apply once a shipment reaches the destination country. These charges will be paid by the shipping courier on behalf of the customer. Customers will not be required to pay any additional duties, taxes, or fees upon delivery.
If a shipment is refused and returned, no additional import taxes or duties will be charged to the customer.
Customs policies may vary by country. If you have any questions, we recommend contacting your local customs office for more information.
Lost / Stolen / Damaged Packages
If your package is lost, stolen, or arrives damaged, please contact our Customer Support team at support@back9lab.com.
Weโll be happy to help you recover your package, and if it is confirmed to be lost or damaged, we will provide a free replacement in most cases.
Wrong Address Disclaimer
It is the buyerโs responsibility to ensure the shipping address is correct before placing an order. Once your order is processed, we cannot retrieve or change the address. If the address is incorrect and the order has already been shipped, Back9Lab will not be held responsible for incorrect deliveries.
Questions?
If you have any questions about your delivery or return, please contact us at support@back9lab.com.