Order Processing Time: 1-2 business days (excluding preorders, weekends, and holidays).
Order Shipment Time: Transit times are based on your location’s end delivery, Fulfillment location, shipping method, and carrier restrictions. Click here for shipping times and methods.
Please check your shipping address carefully during order placement. Incorrect addresses may result in severely delayed delivery or order cancellation.
If you have provided your email address, you will receive emails regarding your order confirmation and shipping confirmation.
U.S. Shipping Rates and Estimates
We offer free postal service shipping to all 50 U.S. states.
Backbone offers free postal service shipping of Backbone One to every validated address in the 50 U.S. states at no cost to you, with a shipment time of 2 to 3 business days based on the distance to the destination (this does not include pre-orders, weekends, and holidays). We do not currently offer expedited shipping options.
Non-U.S Shipping Rates and Estimates
We offer shipping to non-U.S. addresses. We are generally able to ship to many international locations. However, this is subject to change anytime and for any reason. If we cannot ship to your country, we will promptly cancel your order and issue a refund.
Shipping charges for your order will be calculated and displayed at checkout.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Backbone is not responsible for these charges if they are applied and are your responsibility as the buyer and importer.
How do I check the status of my order?
Once your order has shipped, you will receive an email notification from us, including a tracking number you can use to check its status. Please allow up to 48 hours for the tracking information to become available.
If you have yet to receive your order within 21 business days of receiving your shipping confirmation email, don’t hesitate to get in touch with us here with your name and order number, and we will look into it for you.
Damage During Shipping
If your order arrives damaged, please email us as soon as possible here with your order number and a photo of the item’s condition. We address these on a case-by-case basis and follow the carrier’s instructions to submit a claim. However, we will try our best to work towards a satisfactory solution. Please note the time frame for each type of claim below.
My package was marked “delivered,” but I didn’t receive it.
In case your package shows delivered, but it’s not there:
-Check with family members, neighbors, co-workers, a building manager, an apartment office, or others who may have accepted your order on your behalf.
- The carrier may have placed your order near your door, out of plain view.
- Look for your order in the back door, garage, or behind bushes. Check your tracking information to see if a drop-off location was noted.
- In some situations, or during peak delivery times, packages may be delivered up to 48 hours before arrival.
If your order has been marked as delivered for over 45 days, we cannot provide support for lost packages.
Please also reference the grid above for claim submissions. If you have any further questions, please don’t hesitate to contact us here.