Shipping policy
Back9lab Shipping 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 | 5–12 business days |
| Europe (EU) | 5–11 business days |
| United Kingdom | 4–11 business days |
| Australia | 7–12 business days |
| Rest of the World | 7–12 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 require 2–5 working days to fulfill your order and prepare it for shipment. Some items may take longer, particularly during peak seasons or holidays. Once your order is processed, no changes (including address updates) can be made. We ship only to the address provided at checkout.
We ship orders on business days only, excluding weekends and holidays. Once your order has shipped, you will receive a Shipping Confirmation email with tracking details. If your order contains multiple items, they may be shipped separately and arrive on different dates depending on the manufacturer’s location.
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.
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:
• Return shipping costs are the responsibility of the customer.
• Any customs fees, import duties, taxes, or other related charges are the responsibility of the customer.
• International returns may take several weeks to arrive.
• The replacement pair will only be shipped once the returned item has been received and inspected.
• 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.
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 there’s still no tracking update, feel free to contact us.
Duties, Taxes, and Other Fees
International shipments may be subject to import taxes, duties, and/or customs clearance fees, which are the sole responsibility of the recipient. Back9Lab has no control over these charges. If a shipment is refused and returned, you will be responsible for any taxes and return shipping costs incurred.
Customs policies vary widely by country, so we recommend contacting your local customs office for more information.
Lost / Stolen / Damaged Packages
Back9lab is not responsible for lost, stolen, or damaged packages. If tracking information states that your package was delivered and you have not received it, please report it and/or file a claim with your shipping carrier.
We utilize timestamp information from tracking links and delivery confirmation from the carrier when reviewing claims. Please report any issues promptly, as we may not be able to honor claims not reported in time.
Wrong Address Disclaimer
It is the buyer’s 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