Order Processing Time: Approximately 2–3 business days (excluding pre-orders, weekends, and holidays).
Order Shipping Time: 4–12 business days (depending on your location, shipping method, and carrier/courier limitations).
Please carefully verify your shipping address when placing an order. An incorrect address may result in significant shipping delays or the cancellation of your order.
If you have provided an email address, you will receive email confirmations regarding your order and shipping status.
US Shipping Rates and Estimates
We offer free shipping to all 50 US states.
Backbone provides free shipping services to deliver the Backbone One to all 50 US states. Shipping times vary depending on distance (excluding pre-orders, weekends, and holidays) and typically take 4 to 12 business days. You may select expedited shipping during checkout. If you choose expedited shipping, the applicable fees will be calculated and displayed at checkout.
International Shipping Rates and Estimates
We ship internationally. We are generally able to ship to many international regions; however, this is subject to change at any time for any reason. If we are unable to ship to your country or region, we will immediately cancel your order and issue a refund.
Shipping costs for your order will be displayed at checkout.
Your order may be subject to import duties and other taxes (including VAT), which are incurred once the shipment reaches the destination country. Backbone is not responsible for any such fees; as the buyer and importer, you are responsible for paying these charges.
How to Check Your Order Status
Once your order has shipped, you will receive an email notification from us containing a tracking number that you can use to check its status. You should receive your tracking information within 48 hours.
If you have not received your package within 12 business days of receiving your order confirmation email, please contact us here. Please include your name and order number so that we may investigate the issue for you immediately.
Damage During Shipping
If your order arrives damaged, please email us here as soon as possible. Please include your order number and photos showing the condition of the item(s). We address these issues on a case-by-case basis and strive to find a satisfactory solution.
My package status shows “Delivered,” but I haven’t received it.
If your package status indicates “Delivered,” but you have not received it:
- Check with family members, neighbors, colleagues, building management, your apartment office, or anyone else who may have accepted the delivery on your behalf.
- The delivery carrier may have left the package near your door, just out of sight. Check your back door, garage, or behind bushes for your package. Review the tracking information to see if a specific delivery location was noted.
- At times—particularly during peak delivery periods—a package may be marked as “Delivered” up to 48 hours before it actually arrives.
- USPS Packages
If USPS indicates that your package has been “Delivered,” please contact USPS directly to initiate a missing mail search. We recommend submitting a service request here to contact us via email.
- FedEx Packages
If FedEx indicates that your package has been “Delivered,” please contact FedEx directly to file a claim. Please visit fedex.com > Support > File a Claim.
- UPS Packages
If UPS indicates that your package has been “Delivered,” please contact UPS directly to initiate a missing package search. Please visit the UPS website > Support > File a Claim.
If your order has been marked as “Delivered” for more than 45 days, we regret that we are unable to provide assistance regarding the missing package.
If you have any other questions, please feel free to contact us here.