Back On Track – Shoulder & Back Supports

Shipping Policy

We are pleased to offer Free Shipping on all orders $150+ if shipped within the continental United States.  Orders less than $150 receive a flat $12 shipping charge within the continental United States.  Orders shipped to Alaska, Hawaii, or Puerto Rico may require additional shipping charges. We do not ship outside of the USA.

Return Policy

We want you to be completely satisfied with your purchase. However, the following items are not eligible for return or credit:

• Lotions, creams, gels, and other liquid products cannot be returned for sanitary reasons.
• Special-order and direct-ship items are governed by the manufacturer’s return policy and may incur restocking fees.
• Books, examinations, videos, CDs, and other media products may only be returned if defective.
• To be eligible for return, items must be reported within 30 days of receipt. After 30 days, all sales are final.

The item I received was incorrect

If we shipped the wrong item, we’ll make it right at no cost to you.

Please contact us within 5 business days of receiving your order. Provided the item has not been opened or used and remains in its original packaging, we will issue a prepaid return label for the incorrect item.

Once we have confirmation that the incorrect item has been shipped back to us, we may begin processing the replacement item. In some cases, particularly for higher-value items, we may require the item to be returned before a replacement or credit is issued.

Once the return is received and verified to be in its original condition, we will process the appropriate credit or replacement. If a replacement order is needed, we will waive any additional shipping charges.

I never received my order or my order arrived damaged

If your package was not received or arrived with damaged items, please contact Prestige Customer Service within 5 business days of the carrier’s recorded delivery date.

If your order was damaged during shipment, please retain all damaged items and original packaging materials. The carrier may require a inspection and may arrange for the damaged merchandise and packaging to be picked up.

Please contact Prestige Customer Service at [email protected] or 800-783-7403 for assistance and further instructions. We will work with you and the carrier to resolve the issue as quickly as possible.

The item I received was defective

If your item appears to be defective and is covered under a manufacturer’s warranty, please contact Prestige Customer Service for guidance on the manufacturer’s warranty process.

For items not covered by a manufacturer’s warranty, please contact Prestige Customer Service within 30 days of the carrier’s delivery date. To help us evaluate the issue, we may request photos of the item and its packaging before authorizing a return.

After reviewing the photos, Prestige will determine the appropriate next steps, which may include troubleshooting, replacement parts, return of the item for inspection, or replacement of the product.

If a return is required, we will provide a Return Authorization (RA) number and any applicable return instructions. Once the item has been evaluated and confirmed to be defective, we will provide the appropriate replacement, repair, or refund.

If you require a replacement before the original item is returned and evaluated, we may be able to ship a replacement immediately with payment for the replacement item. Once the original item is received and confirmed to be defective, we will issue a refund for the original purchase price.

I ordered the wrong item or no longer need it

If you ordered the wrong item or have decided you no longer need a product, you may request a return for account credit.

Return requests should be made within 5 days of receiving your order. While we may be able to accommodate certain situations beyond this timeframe, requests made promptly allow us to process returns more efficiently and help ensure the item remains eligible for credit.

Returned merchandise must be shipped back promptly at your expense and must have a Return Authorization (RA) number issued by Prestige Customer Service. Please include a copy of your invoice and the RA number with your return.

To be eligible for credit, items must be returned in clean, unused, resalable condition with all original packaging and components. Returned items may be subject to a restocking fee.

No credit will be issued for merchandise that has been used, damaged, altered, or returned without original components. Items returned without original packaging may be subject to a 20% reconditioning fee if they can be restored to resalable condition. If the item cannot be restored to its original condition, no credit will be issued.

Special-order items are not eligible for return.

Approved returns are typically issued as account credit. If a refund to the original payment method is requested, a processing fee of up to 5% may apply.

Refused shipments

Orders refused by the customer are subject to all outbound and return shipping charges incurred by Prestige. Any applicable restocking fees may also apply. If a refused shipment is reshipped at the customer’s request, additional shipping charges will apply.