Refund policy
Refund Policy
We have a 30-day return policy, which means you have 30 calendar days after receiving your item to request a return.
To be eligible for a refund, your item must be in the same condition that you received it: unworn, unused, with tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.
By completing your purchase, you acknowledge and agree that approved website returns may be subject to a 3.5% deduction for payment processing fees.
Returns ProcessTo start a return, please contact us at sales@backtrack.com and include the following information:
- Purchaser name (your name or company name, as applicable)
- Purchase contact
- Phone number
- Purchase order number (if applicable)
- Our order reference number
- SKU of item(s) purchased
- Reason for return request
If your return is accepted, we will send you a return shipping label by email, along with instructions on how and where to send your package.
If you have not received a response within 3 business days, please check your inbox and spam/junk folder.
You can always contact us for any return-related questions at sales@backtrack.com.
Please do not send any items without prior return authorization and a shipping label from us. We will not accept unauthorized returns and are not liable for such items.
We are also not responsible for items lost or damaged in transit. While we will assist where possible, it is your responsibility to track and ensure delivery of returned items.
Eastern Canada:
Backtrack Railway Services Ltd.
130 Pennsylvania Avenue
Concord, ON L4K 4A8
Western Canada:
Backtrack Railway Services Ltd.
55 Corriveau Avenue
St. Albert, AB T8N 5A3
Please inspect your order upon receipt and contact us immediately if your item is defective, damaged, or if you have received the wrong item. We will evaluate the issue and work to resolve it as quickly as possible.
Certain types of items cannot be returned, including:
- Perishable goods (for example, food, flowers, or plants)
- Custom or personalized products
- Personal care goods (for example, beauty products)
- Hazardous materials, flammable liquids, or gases
We also do not accept returns on sale items or gift cards.
If you are unsure about your item, please contact us before initiating a return.
The fastest way to receive a different item is to return your original item and place a new order once your return has been approved.
We will notify you by email once we have received and inspected your return, and let you know whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to post the refund.
For website purchases, approved returns are subject to a 3.5% deduction to offset non-refundable payment processing fees incurred at the time of the original transaction. This deduction will be applied to the total refund amount.
This 3.5% deduction does not apply to items that are:
- Defective
- Damaged in transit
- Shipped in error
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at website@backtrack.com.