FAQ's

 

FREQUENTLY ASKED QUESTIONS:

I have just placed an order, what happens now?

When you place an order via our Website, you will receive, automatically, an e-mail ‘Order Acknowledgement’, from there, the request is passed to our Sales Dept., for processing. Then the goods are picked, packaged and dispatched.

 What is your delivery time?

Goods will be dispatched, within our usual 2 - 3 working day period (unless agreed or advised otherwise). We can only do so much, pack and post items as quickly as we can - the rest is up to Royal Mail/Courier, so please allow plenty of time for delivery, after dispatch, especially at busy times of year

Shipping Fees?

Shipping charges are presented at the ‘Shopping Basket’ summary, so you can select the service and country of destination.

How to I return/exchange my order?

Please email us for a returns form. Print and fill in the form and return to us with your item/items. The customer may return an order up to 28 days after receipt of the ordered items. Once 28 days have elapsed, since the delivery of your purchase, we unfortunately cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Products ordered with embroidery do not have the right for returns or exchanges. Changing of free items and bonus products is not allowed. If you however wish to return such a product, you do not receive financial or material compensation for it. Please note that some products cannot be refunded due to hygiene and safety regulations. Returned underwear will not be accepted unless the products are unopened in original packaging.

Incorrect or Faulty Items.

Please contact our Customer Service Department. E-mail: [email protected]

 How can I track my order?

Once your item has been dispatched, you will receive a dispatch email, which, in most cases, will include the relevant Tacking Number and Service Provider.

What payment methods do you accept?

We accept payment via Cash, UK Postal Order, all major Debit/Credit Cards, Cheque, Bank Transfer, PayPal or, by request, an On-Line Invoice

Customer Service. 

E-mail: [email protected] Tel./Text.: +44 (0)7826335702 or +44(0)7719386171 

Enquiries.

E-mail: [email protected] Tel./Text.: +44 (0)7826335702 or +44(0)7719386171 

Can I buy Gift Vouchers?

Yes, go to www.backontrack-uk.co.uk/ourshop/cat_1279462-Vouchers.html

Can I order by telephone or e-mail?

Yes, orders are accepted via: Telephone (+44 (0)7826335702 or +44(0)7719386171) Text. (+44 (0)7826335702 or +44(0)7719386171) E-mail ([email protected]) and Mail order.

 How do I measure for a dog jacket?

To determine the correct size: With the dog standing still, upright & facing forward, measure the length of the dog’s back (torso) from the withers (shoulder blades) to the base of the tail - excluding any part of the neck or tail. A full, Size Chart is shown on our Website, go to: www.backontrack-uk.co.uk/ourshop/cat_1241102-Canine-Products.html

How do I measure for a horse blanket?

Equine Blankets are categorised in the EU metric sizes (which is determined by measuring the length of the horse’s back from the withers to the base of the tail (excluding any part of the neck or tail)), whereas UK imperial dimension are taken from chest to rump. So (although they are not a direct mathematical conversion), 115cm would be itemised as the approx. equivalent 5’ 9”, 125cm (6’ 0”), 135cm (6’ 3”), 145cm (6’ 6”), 155cm (6’ 9”) & 165cm (7 0”). A full, Size Chart is shown on our Website, go to: www.backontrack-uk.co.uk/ourshop/cat_1241096-Equine-Products.html

How are the Human products sized?

Human garments are based on standard clothing sizes (albeit in metric), but there is no definitive norm, so that can vary from manufacturer to manufacturer and retailer to retailer. However…… Basic guidelines for lady’s garments: XS (size 6), S (size 8 - 10), M (12 - 14), L (size 16 - 18), XL (20 - 22), XXL (24 - 26) & XXXL (28 - 30). In the case of the unisex Upper Garments, size would be determined by the chest measurement - XS (90cm – 94cm), S (95cm – 99cm), M (100cm – 104cm), L (105cm – 109cm), XL (110cm -144cm), XXL (115cm – 119cm) & XXXL (120cm – 124cm). A full, Size Chart is shown on our Website, go to: www.backontrack-uk.co.uk/ourshop/cat_1241099-HUMAN-PRODUCTS.html .