FAQs
In this section you will find our answers to your most frequently asked questions about orders, shipments, purchases and deliveries, site registration and the services that Backboneprostore offers you. Should you require further assistance, remember that you can always contact our Customer Service at: sales@backboneprostore.com .
TERMS AND CONDITIONS
- Where can I find the terms and conditions of the backboneprostore.com website?
You can view the terms and conditions of our site at the following links:
- Where can I find information on privacy and information on the use of personal data?
You can view the requested information at the following links:
BUY ONLINE
- How can I place an order?
- Article search
- Product information
- How to buy
- from the product sheet, select the features from the available combinations
- add the product to the cart
- if you decide to continue shopping, you can view the contents of your cart at any time by clicking on the icon at the top right of the screen
- click on the cart icon and decide when to proceed with the order
- if you are a registered user you can log in or continue as a guest and enter the shipping and billing address
- select a desired type of shipment and payment method
- enter your payment information
- check that the information entered is correct and click on "Buy"
PROMO CODES
- What is the promo code and how does it work?
- I have a promotional code, how can I use it?
Please check that the discount has been applied before concluding the purchase.
Remember to enter the promotional code when finalizing the order as it will not be possible to add it later.
If, after checking, your code does not work, please contact our customer service.
We also remind you that promotions and discounts, in some cases, cannot be combined or are not valid for some product categories; check the conditions of the promotion on the communication received.
In case you need further assistance, remember that you can always contact our Customer Service via email sales@backboneprostore.com or using our chat.
ACCOUNTS
- How can I register?
You can click this link , enter the requested information and choose a password.
Registered users can access all information relating to orders and returns and addresses.
- Do I have to be registered to buy on the site?
- I forgot my password, how can I recover it?
You will receive a message that will allow you to save a new password linked to your account.
- How can I change my account details?
To modify your data, log in to your account by entering your email and password.
By clicking on "Edit" you can update the data you want.
- How can I cancel my account?
Remember that your account is free and allows you to shop easily, take advantage of exclusive promotions and discounts. If you still want to deactivate your account, contact our Customer Service confirming your personal data and email address with which you registered. Once we receive this information, we will deactivate your account and send you an email to confirm the closure.
If you change your mind in the future, all you have to do is contact Customer Service by providing your details again and we can reactivate your account. Alternatively, you can register again using a different email address.
NEWSLETTER
- How can I subscribe to the newsletter?
- How can I unsubscribe from the Newsletter?
It can take up to 7 days for this change to take effect.
If you change your mind in the future, you can sign up again by simply following the instructions listed above.
ORDERS AND SHIPPING
- How can I check that my order is confirmed?
- How can I check the status of my order?
If you are not registered, you will always receive an email when the order is shipped from our supplier's warehouse. Inside the email, there will be a link to track the shipment.
- Can I cancel or change the order (add or delete items)?
It will be necessary to wait for the delivery and proceed with any return and/or repurchase.
To exercise the return for withdrawal, consult the instructions contained on our Returns & Refunds page or click here.
DELIVERY TIME
Standard delivery of orders takes place on average within 3-10 working days from shipment of the order in Italy*, working days in Europe and in all other destinations in the world.
If the Express service is available, delivery will be made within 3-5 working days from the shipment of the order for all destinations.
All orders are processed automatically, consequently it is not possible to change the shipping and delivery times in any case, the times and types of shipping will always be specified in each product sheet.
The carriers do not deliver on Saturdays, Sundays and public holidays; delivery times may be delayed in the event of Italian holidays. For deliveries to non-EEC countries, customs clearance procedures could cause delays beyond our original delivery estimates**.
For orders placed by credit card or PayPal, an administrative verification may be required with order management times of up to 48 working hours.
* 5 days for the Islands, Calabria and disadvantaged areas
** excluding goods detention in customs
We strive to meet delivery deadlines, but during busy periods (including sales, Black Friday or other special events) delivery times may vary slightly. Furthermore, sporadic updates of a technical nature to our operating system, or causes of force majeure (such as, for example, particularly unfavorable weather conditions) could make certain delivery services temporarily unavailable or affect the time limit within which to place an order as well as on the scheduled delivery times.
Nonetheless, we want to reassure you that we will always continue to strive to limit these changes as much as possible and our customer service is always available for updates and clarifications.
- Can I choose the day and/or time of delivery?
You can still try to contact the courier directly to agree on a possible delivery date.
- What are the shipping costs?
SHIPMENT TRACKING
- How can I track the shipment of my order?
After 24/72 hours from sending the order it will be possible to follow the shipping status by accessing the tracking page.
- More than 72 hours have passed and I have not received the order confirmation email; what should I do?
If you do not find the order confirmation email, contact our Customer Service at: sales@backboneprostore.com .
PAYMENTS
- What payment methods are available?
- Is the payment safe?
On Backboneprostore every purchase takes place in maximum security thanks to the use of certified secure servers and the adoption of the most advanced coding systems (SSL).
All transactions are processed by a secure online payment gateway that transfers payment information using the highest security standard, in encrypted form: your credit card details will be totally unreadable to third parties.
We also only use secure connections, as evidenced by the "https" prefix and the padlock symbol appearing in the browser's address bar. To protect your credit card purchases, you will be asked to enter the CVV2/CVC2/CID security code for each order.
We also take the risk of fraud seriously, all credit and debit card payments are subject to validation and authorization by both us and your credit institution.
- What is the security code?
AFTER SALES ASSISTANCE
- In case of defects in the article, who should I contact for assistance?
For products purchased from physical stores or authorized resellers, please contact the point of sale where the purchase was made directly.
For purchases made online, contact Customer Service as soon as you discover the defect and provide as many details as possible (order number, which item is defective, what is the defect, etc.).
A member of Customer Service will find a solution and answer your request as soon as possible.
- What does the warranty cover and how long does it last?
RETURNS AND REFUNDS
- How can I make a return?
You can also choose to send your return with a different courier, in this case the costs will be at your expense.
- How can I exchange my purchase?
To return your purchase, we recommend that you follow the instructions on the Returns & Refunds page.
- Is it possible to return a return to a physical store?
Visit our Returns & Refunds page for more information.
- I filled out the return form but changed my mind and decided to keep the order. What should I do?
- How long does it take to receive the refund?
All refunds will automatically be issued to the payment method used to place the order. The amount will be available again in your account in 5-10 working days depending on the processing times of your bank or the payment method you used.
- How will I be refunded?
When an order (or part of it) is returned, we will only refund the price paid for the items and not any shipping charges, duties etc. unless the entire order has defects.
- Can I receive the refund on a card other than the one used for the order?
For security reasons we cannot refund you to a card other than the one on which you purchased it.
For more questions, you can contact us at the following email: info@backboneprostore.com . We will take care of answering you as soon as possible.