Beyond the Rack is a private shopping club for people who want designer brand apparel and
accessories at up to 80% off MSRP. We offer authentic designer merchandise exclusively to
our members through limited-time events. Each event starts at a specific time (9:00AM ET
and 5:00 PM ET) and typically lasts 48 hours, except for events that start on Friday,
which last until the following Monday. After each event ends, the merchandise is no longer
available. Members are notified by email in advance of each upcoming event according to
their notification preferences.
Where do I see and buy the merchandise?
All of our events are held online only at www.beyondtherack.com. There is no physical location
to view or try on the merchandise.
Do I have to pay for membership?
Membership in Beyond the Rack is free and open to anyone. We do, however, reserve the right to
limit or delay access to any member for any reason.
How do I invite a friend to become a member of Beyond the Rack?
To offer your friends an invitation, please click on the "Invite a friend, get $10"
button located at the top of every page on our Website.
How do I get notified about the events?
BTR sends an email notification prior to every event. Each email will include the featured brands,
date, and time of the upcoming event. Members are notified by email in advance of each upcoming
event according to their notification preferences. You can edit your notification preferences
to choose what type of notifications you want to receive as well as how often you want receive them.
How long does each event last?
Each event typically lasts only 48 hours, except for events that start on Friday, which last until
the following Monday. After each event ends, the merchandise is no longer available.
All times on our Website are in Eastern Standard/Daylight Time (EST/EDT).
Credits and inviting friends
What are credits?
We add credits to member's accounts under the following circumstances:
When a member joins Beyond the Rack we often give them a welcome credit (on the checkout page this is listed as a promotional credit)
When a member wins a sweepstakes, prizes are often fulfilled in credits (on the checkout page this is also listed as a promotional credit)
When a member invites a friend to join Beyond the Rack - see program details below (on the checkout page this is listed as a referral credit)
When a member returns an item in compliance with our returns policy (on the checkout page this is listed as an account credit). For more information regarding returns, kindly reference our return policy outlined below.
Please note: promotional and referral credits-items 1/2/3 above-are deducted from the price of the item(s) you are purchasing, and do not count toward a reduction in the cost of shipping.
Are there any other rules about credits?
Credits can redeemed at any time during the checkout process and applied to any purchase
Please note that credits will not be issued to people living at the same address, using the same shipping address, or using the same credit card
Credits cannot be redeemed for cash and have no value outside of Beyond the Rack
If you invite a friend, and they return their first order, you will lose the credits for that friend
We reserve the right to remove any member who has gathered credits through fraudulent activity. Under those circumstances, all credits will be forfeited
Do my credits expire?
Promotional and referral credits expire one year after they're issued. Account credits do not expire.
You will be notified by email if any of your promotional or referral credits are about to expire.
How does the "Invite a friend: Get $10" program work?
You earn a $10 shopping credit for every member you invite who makes a first purchase on our Website.
There is no limit to the amount of credits that you can earn by inviting friends.
How do I invite my friends?
If you would like to invite a friend to become a member, click on the "Invite a friend: Get $10"
button located at the top of every page on our Website. You can invite a single friend, or invite
a group of friends from your email directory. Your friends will receive their invitations from
Beyond the Rack with your name in the subject line so they know the invitation is coming from you.
We also enable you to personalize the message.
When do I receive credits for friends I invite?
Approximately 14 days after we ship each invited friend's first order.
How do I use my credits?
"BTR credits" can be located on the top left hand corner of the page. These credits are automatically deducted during the checkout phase. The system will still prompt you to add your credit or Visa Debit card information, even if your total is zero, as an account verification tool. Credits will always be deducted first and any additional funds will be charged to the credit card.
The order value must be greater than the code value before applying the vanity code to your purchase.
Merchandise and shopping
How are the products chosen for each event?
Our merchandising team works with our diverse brand partners to select the best product assortment for an event.
Am I guaranteed to get the product that I choose?
When you save an item into your shopping bag, this item is reserved for you for the following 20 minutes. This should give you sufficient time to continue shopping and check out. A timer will tell you how much time you have left. Please leave yourself sufficient time to complete your check out. Since the demand for items in an event can often exceed the available inventory allocated to us by our suppliers, we limit the amount the time that items can remain in shopping bags before we put them back on sale. After 20 minutes, the item will remain in your shopping cart, but other people will be able to purchase the item or place the same item in their shopping bag.
How many items can I place in my shopping bag?
In order to ensure all members have equal access to our merchandise, you may only place 30 items
in your shopping bag at any given time. If you would like to buy more,
please check out and pay for these items prior to going back into the event to add additional
items to your cart.
Can I view the products before an event starts?
You will only be able to view the products for an event once the event starts. We recommend that
you log in early to ensure you have the best choice of products, sizes, and colors.
How do I know that the merchandise is really from the designer?
We guarantee the authenticity of all our merchandise.
How do I know if what I buy will fit me?
We provide a universal size chart and ring sizer that will help you purchase products in your size. If you are unhappy with the size or fit of your product, you may return it, subject to and in accordance with our returns policy (described below).
Can I order by phone?
To help keep our prices low, all purchases can only be made through our website.
BTR Travel Services
After purchase: a BTR Travel representative will contact you within seven days after purchase to obtain the information necessary to issue your travel documents. All travel documents will be issued via email two weeks prior to departure. Passengers: Once passenger names have been submitted to your BTR Travel representative, this travel service is non-transferable and non-refundable. Questions: Please call our BTR Travel Centre at 1-866-815-5196. Our hours are from 8AM-7PM Monday-Friday and from 9AM-5PM Saturday and Sunday. During the holidays we are closed on December 26 and 28 and January 1 and 2. Terms & Conditions: By reserving BTR Travel services, you are deemed to have accepted our terms and conditions which you can read here.
BTR Travel Terms and Conditions
TERMS AND CONDITIONS – IMPORTANT INFORMATION REGARDING YOUR TRAVEL RESERVATIONS AND DOCUMENT REQUIREMENTS
Beyond The Rack Travel, represented by Transat Distribution Canada Inc., a Quebec licensee (“TDC”), acts as an intermediary between you and your selected carriers, hotels, tour organizers, tour operators and other service providers (the “Service Providers”). Consequently, TDC can under no circumstances be held liable to you or your travel companions for the travel services rendered by said Service Providers (the “Travel Services”). TDC, in its capacity as travel agent, assumes no liability for Service Providers’ failure to perform their obligations, including but not limited to, for any damage or loss resulting from delay, cancellation, property loss, illness, injury, accident, death, quality of services, inconvenience, loss of enjoyment, disappointment or any event amounting to an act of God or force majeure.
PAYMENT TERMS AND CONDITIONS
All Travel Services must be paid in full at the time of reservation with TDC and these Travel Services are non-transferable and non-refundable. You are responsible for verifying the terms and conditions in the brochure of the Service Providers corresponding to the Travel Services purchased. Some airline tickets are issued at a special rate that carries restrictions. In the event of any discrepancy between these terms and conditions and those of any Service Providers or those stated in the beyondtherack.com website, the terms and conditions stated herein shall prevail. If full payment is not received or not honored by our credit card processor or financial institution, TDC reserves the right to cancel your reservation without notice and without reimbursement. Travel insurance must also be paid in full at the time of reservation. In the event of a cancellation of any Travel Services purchased from TDC prior to departure, TDC will keep 100% of the total cost of such cancelled Travel Service received from you. If you request a change to any Travel Services, TDC or the Service Providers may allow, at their discretion, such change subject to the payment of certain change fees. If such change to your Travel Services is not allowed or you choose not to travel or use the Travel Services purchased, a cancellation fee equal to 100% of the total cost of the Travel Service will be charged by TDC. Please contact TDC at 1-866-815-5196 with respect to any change request.
It is your entire responsibility to obtain, at your own expense, all required travel documents (including but not limited to passport, visa, tourist card, permanent resident card, official documents) and to abide by the laws in place at your travel destinations. TDC cannot be held liable for any damages resulting from failure to obtain travel documents or any delay which you may experience in obtaining such documents. TDC advises consumers to visit the website of the Department of Foreign Affairs and International Trade at the following address: www.dfait.gc.ca. The site provides information and assistance for Canadians travelling abroad. Travel document requirements are subject to change; you are advised to check for such changes prior to your travel.
FOR U.S. AND INTERNATIONAL TRAVEL
A Canadian passport is required; some countries require up to 6 months validity beyond your anticipated stay and a visa may be required; check with your travel agent. Recommended check-in time is at least 2 hours (for U.S. travel) or 3 hours (for international travel) prior to departure. Failure to check in at least 60 minutes prior may result in cancellation of your reservation or advanced seat assignment. Please re¬confirm all international flights 24 hours prior to departure directly with the airline. Living standards and practices in other countries, and the conditions there with respect to the provision of utilities, services and accommodations, may differ greatly from those found in Canada and the United States. A previous criminal record could be an obstacle in U.S. and international travel leading to denied entry. Medical inoculations may be recommended depending on the country or region to which you are travelling.
If a minor (i.e. under 18) is travelling with only one parent, either (i) the absent parent must provide notarized consent or (ii) the travelling parent must provide proof of sole custody or a notarized letter that the other parent is deceased, as the case may be. All notarized consent letters should indicate the destination and length of travel, as well as consent to provide emergency medical treatment if required. If a minor is travelling alone or is accompanied by an adult other than a parent, both parents (or the sole documented custodial parent) must provide notarized consent. If a minor travelling alone has only one parent as evidenced by its birth certificate, a notarized copy of the birth certificate or the original together with the notarized consent of the parent will be sufficient proof allowing for travel. If a minor child travelling alone has only one parent due to the death of the other parent, the notarized consent of the custodial parent is required.
For each reservation, TDC offers you and your travel companions the option of taking out an insurance policy to protect you and your travel companions against certain events – including but not limited to coverage for trip cancellation or interruption, out of country medical, travel accident, baggage, personal effects, personal money, travel delay, etc. – that may occur before, during or after (for a specified number of weeks) your trip. You hereby acknowledge that TDC made this offer of insurance in good faith and that you have made an informed decision to take out or refuse such insurance and to assume full liability for your decision.
WAIVER AND RELEASE
You hereby acknowledge and agree that TDC will not be liable or responsible for any losses incurred by you or your travel companions resulting from denied boarding of an aircraft, vessel or any other mode of transportation, for unsatisfactory trip conditions or for any other matter relating to the trip. You and your travel companions hereby release TDC and its directors, officers, agents, employees from any liability or claim that your or your travel companions now have or may ever have relating to the your trip.
COMPLIANCE WITH THE TERMS AND CONDITIONS
By reserving travel services, you are deemed to have accepted the above terms and conditions and you are expressly acknowledging that TDC has sufficiently advised you in respect of the above listed matters.
Transat Distribution Canada Inc., representing Beyond The Rack Travel, is registered as a travel retailer in Quebec (#753141), Ontario (# 50015084) and British Columbia (# 23567) with offices at: Place du Parc, 300 Léo-Pariseau, Suite 1601, Montreal (Quebec) H2X 4B3; 191 The West Mall, Suite 700, Etobicoke (Ontario) M9C 5K8; and Park Royal Shopping Centre, 2009 Park Royal South, West Vancouver (British Columbia) V7T 1A1.
Customer service holiday season hours
December 24 – 8AM to 3PM
December 25 – closed
December 26 – 9AM to 3PM
Decmber 31 –8AM to 3PM
January 1 – closed
Are some events going to be guaranteed for Christmas?
Yes, some events will be guaranteed for Christmas, these will be clearly indicated on the site.
What if I order an item that is guaranteed for Christmas with one that isn't? Will I get both in time for Christmas?
You may, but items guaranteed for Christmas will be prioritized and may ship earlier than others.
What are your customer service hours for the holiday season?
Our customer service hours are Monday-Friday 9AM-6PM ET and weekends from 10AM-2 PM ET.
What is your return policy for items purchased for Christmas?
Most items we sell are now returnable for up to one year from the time you receive them. Non-returnable items are always indicated on the item page and include toiletries, cosmetics, lingerie, swimwear, earrings, some leather goods, duvets, pillows, goods that are liable to deteriorate or expire rapidly, furniture, and goods sold as "clearance" and/or "final sale”.
Do you offer gift cards for the holidays?
At this time we do not offer gift cards.
Do you offer gift wrapping?
At this time we do not offer gift wrapping.
How do I send somebody a gift?
To send a gift, place your order in the usual way. At checkout, make sure to fill in the name and address of the
person you shopped for in the Recipient Details box. Next, check the "Is this order a gift?" box which appears
just below the shipping and billing information area, and add a personal message if you wish. If your gift
recipient is not already a Beyond the Rack member and wishes to return their gift, the return can only be
processed under your account. However, the paperwork which comes with their gift will feature a special
invitation link they can use to become a member.
The first time your gift recipient makes a purchase we'll put a $10 credit in your account.
Payment and processing
What forms of payment do you accept?
We currently accept payment by Visa credit and debit, MasterCard credit, American Express, Discover Card and PayPal. You may also pay for your purchase through your MasterPass or Visa Checkout account.
What currency can I pay in, and how will I be charged?
All prices are shown in US dollars for US members, and Canadian dollars for Canadian members.
You will be charged in the currency of your country of residence.
Once you have registered your country of residence, you are not able to change it yourself.
To request a change to this account setting, please use the form on the Contact Us page.
When will I be charged?
Our real-time ordering system will authorize your card the moment you place your order and a settlement (debit)
will likely occur within 24 hours.
Why do you charge me before the brand sends you the merchandise I ordered?
We only authorize our suppliers to send us their merchandise once the event closes, at which point we know
exactly what to order for our membership as a whole. As a private shopping club, we're actually ordering
select merchandise on your behalf. Working this way helps us secure great prices and selection for our
members on an ongoing basis, which is what BTR is all about.
Are the transactions secure?
Protecting the safety of your credit or debit card information is extremely important to us. We use Secure Socket Layer (SSL) technology to help protect the security of your credit or debit card information as it is transmitted to us. SSL is a highly sophisticated method of scrambling data as it travels from your computer to our Website's servers. As an added security feature, we do not store your credit or debit card data on our servers once the transaction is completed.
Can I be assured that my personal information will not be sold or rented to anybody else?
Beyond the Rack values its members and respects their privacy. We only collect customer information to fulfill
your order, to improve your shopping experience, and in order to communicate with you about our products, services,
contests, and promotions. We do not sell or rent your personal information to third parties. All promotional emails
that we send have an easy unsubscribe feature that allows you to remove yourself from future mailings.
What happens if I forget my password?
Go to www.beyondtherack.com, and click on the "Forgot password?" link below the email address field on our home page.
Fill in the email address you provided during registration, and we will send an email to that address which contains
the password hint we have on file. If you are still having trouble, please get in touch with us by clicking on the
Contact Us link at the bottom of any page on our site.
Who do I contact for billing or payment-related questions?
Please send us an email at firstname.lastname@example.org or call 1-844-400-4287
Monday - Friday from 9AM - 6PM ET, Saturday - Sunday from 10AM - 2PM ET. We'll be happy to help!
How do I use my MasterPass™?
If you already have an existing account with MasterPass, simply click on the “Buy with MasterPass” button on our check out page and login to your wallet. If you do not have an account with MasterPass and wish to learn more about it or would like to Sign Up, please visit their site at https://www.masterpass.com.
How to use Visa Checkout by Visa?
How to use Visa Checkout by Visa?
If you already have an existing account with Visa Checkout, simply click on the “Buy with Visa Checkout” button on our check out page and log in to your wallet. If you do not have an account with Visa Checkout and wish to learn more about it or would like to sign up, please visit their site at https://www.v.me.
Shipping and taxes
Where do you ship from?
We ship orders from our warehouses located in New York state, Las Vegas, and Montreal.
What are your shipping rates?
We now offer low base rate shipping. Additional shipping may apply, and is calculated on your ship-to address and the weight or size of the parcel. Some events or items are subject to flat-rate shipping or White Glove Service (see White Glove FAQ below); this is indicated on each item’s page.
Free shipping offers
Unless otherwise indicated, free shipping means that base shipping is free.
Additional shipping may apply, and is calculated on your ship-to address and the weight or size of the parcel;
orders above 20 pounds will attract additional shipping. Additional shipping will be reflected at checkout.
What is the BTR Free Shipping Pass?
As always, we offer the BTR Shipping Pass.
If your order qualifies, you’ll enjoy free shipping for the duration of the pass.
Orders above 20 pounds will attract additional shipping.
Shipping passes typically last three days, but are sometimes extended.
When offered, Shipping Pass extensions are indicated on our home page.
What is flat-rate shipping?
Certain larger and heavier items, as well as items which ship directly from the vendor, are subject to flat-rate shipping. This is indicated on each item’s page. If you shop from more than one flat-rate event you will be charged flat-rate shipping once per event. You can purchase as many items as you want from a flat-rate event and will only be charged flat-rate shipping once per order. Items that ship directly from a vendor are not returnable. Flat-rate shipping is not part of base shipping.
How long will it take to receive my shipment?
Every item page on our site includes a ships-from-BTR date and a link to a delivery schedule map.
Some items are eligible for 5-day shipping (unless it applies for consolidated shipping), while others can take 2-3 weeks from the time you
click the Process Order button. Please allow one week from the date of shipment for your order
to be delivered to you. The reason BTR delivery time differs from traditional e-tailers is that
we only authorize our brand partners to send us what our members have ordered after each event
closes. This helps us provide you with a great selection of merchandise at even greater prices
every day; which is what an exclusive shopping club is all about! As merchandise arrives at our
Order Processing Center, our team assembles and ships your order very quickly. To make sure you
know what's happening with your order, we'll send you a series of emails including:
A confirmation as soon as we receive your order
An update when your merchandise has arrived at our Order Processing Center
A note to let you know your order has shipped that includes a tracking number
If one of our brand partners is delayed in sending your purchase to us, we'll make sure you know
what's happening with a special update email. We work hard with our brand partners to make sure
delays don't happen, but with so many brands in our growing portfolio we sometimes encounter
unforeseen issues. Please note: Packages cannot be shipped to post office boxes.
Is my merchandise insured?
Beyond the Rack insures all shipments against theft and accidental damage, at no cost to our members,
up to a value of $100. Once the merchandise has been delivered, the insurance ceases to be in effect.
Do you ship to international addresses?
Please note that Beyond the Rack no longer ships orders to addresses outside of North America.
Will I be charged sales tax?
The sales tax charged depends on where you ask us to ship the order as follows:
United States - New York: 7-8%, depending on the county (the actual tax will appear on the checkout page)
United States - Nevada: 6.85-8.1%, depending on the county (the actual tax will appear on the checkout page)
Canada - Quebec: 5% GST + 9.975% QST
Canada - Ontario, Newfoundland/Labrador, and New Brunswick: 13% HST
Canada - Prince Edward Island: 14% HST
Canada - Nova Scotia: 15% HST
Canada: all other provinces: 5% GST
Will everything I order be delivered in one shipment?
Note that if you purchase more than one item from the same event, or shop from more than one event, we may not
receive all of your merchandise from our suppliers at the same time. In this case, we may decide to ship to you
the item(s) that arrive first right away, then follow up with a second shipment (shipping for the second item(s)
is on us, of course) with a separate tracking number when the remaining item(s) become available. Also, Beyond
the Rack has several warehouses, so your merchandise may come in several shipments. You will be updated by email
regarding the status of your shipments and when they are packaged.
Why does Beyond the Rack need my Social Security Number (SSN) or IRS Number?
Under certain circumstances, and typically only for orders valued at $2,000 and more, Federal Government regulations require etailers like Beyond the Rack to capture this information as part of the ordering process. If you would like detailed information about why this is so, we invite you to visit the appropriate government Webpage.
What is consolidated shipping?
A consolidated shipment is a process put in place to ship a customer’s items together. If we have more than one package ready to be shipped to you, we will attempt to consolidate them into one shipment.
Why consolidate my shipments?
We know that you would rather receive your orders in as few shipments as possible, especially if you are not present when a delivery is made. This will reduce the amount of trips you need make to your local post office, and you may even save on shipping!
Will it take me longer to receive my shipments if the orders are consolidated?
We will make every effort to not delay any orders or items. As per our shipping policy, every item page on our site includes a ships-from-BTR date and a link to a delivery schedule map. Some items are eligible for 5-day shipping, while others can take 2-3 weeks from the time you click the Process Order button. Please allow one week from the date of shipment for your order to be delivered to you.
How will I know if my orders will be consolidated?
There is no way for you to know if your order will be consolidated. Once you receive your parcel, only then will you see on the packing slip that multiple items/orders are consolidated. For this reason we urge you to validate your orders.
How do I validate my orders once received?
Each parcel will contain a packing slip that will include the items shipped as well as the order number. We strongly suggest checking the packing slip to make sure every item listed is received. If there is ever a discrepancy, please contact customer service by phone or email.
What do I do if I am short shipped on a consolidated shipment?
If the number of items doesn't match what’s on the packing slip, you must let us know within three (3) days of delivery. We will then ask you to send us a copy of the packing slip. Once the copy of the packing slip has been received, we will investigate the whereabouts of your missing item. We will make arrangements to either ship you a replacement item or issue a full refund for the missing item as per your original method of payment.
Can I cancel orders that are consolidated?
An order can be cancelled and a refund applied (in the same manner of payment) before an event closes or prior to the item(s) being shipped, whichever occurs first. To cancel your order, please email email@example.com with your order number. A confirmation will be sent to you once we have successfully cancelled your order or item(s) on your order. Please allow 24 hours for the cancellation to go through. If your order has been shipped out, or is in the process of being shipped, we will be unable to cancel your order. You will need to follow the return and exchange procedures listed in the FAQ's section.
Will consolidated shipments cost me more?
No! Consolidating your orders may actually cost you less. If you qualify for a consolidated shipment, we may be crediting you the cost to ship one of your orders (*).
Will I receive a credit for my shipping if my orders are consolidated?
Yes, BTR will notify you by email that the lowest value of shipping has been applied to your BTR account. These shipping credits will not expire and will automatically be applied to your next order. Please note that orders with free shipping do not qualify for the shipping credit.
* In order to qualify for the consolidated shipping credit, two of the consolidated orders will have to have been shipped complete or the number of shipments required < the number of orders.
In other words, if two part-orders ship, you will not qualify for the shipping credit.
Can I choose to qualify for consolidated shipping?
No, unfortunately our system is automated to consolidate shipments when possible. It is not something you can opt in or out of.
How do I return orders/items if they come from a consolidated shipment?
The same return policy applies.
If you're not satisfied with an item, simply return it in its original condition within one year of receiving it and we'll apply a credit to your BTR account for the purchase price, less return shipping and handling charges. Credit will be applied once the item has been received and accepted by our Order Processing Center. In order for your credit to be processed promptly, please follow the Return and Exchange procedure listed in the FAQ’s section.
White Glove Delivery Service
What is White Glove Delivery Service?
White Glove Delivery Service is a program designed to give special care and attention to the handling, transport, and in-home delivery of larger and heavier items, most notably furniture, to the entrance area inside your dwelling. Items deliverable by White Glove Service will be indicated, and the service charged on a per item basis. White Glove Service does not include unpacking, disposal of packaging materials, assembly, or removal of old furniture. Items delivered by White Glove Service are not returnable. White Glove Service is not part of base shipping, and will be included under additional shipping on the checkout page.
How do I know that an item will be delivered with White Glove Service?
Items covered by White Glove Service will be clearly marked on our Website. Please note that White Glove Service is not optional when indicated; it is our way of ensuring that a superior level of care and attention is given to larger items you order.
Can items from a White Glove event be combined in the same order with items I wish to purchase from a non-White Glove event?
How will I be contacted to schedule a White Glove delivery? And how long does it take?
Shortly after you receive your BTR shipping notification email, a White Glove Representative will call to schedule a delivery appointment to take place within a 10-15 day timeframe. Delivery appointments can be made to accommodate your schedule within a 4-hour window, Monday through Friday, during regular business hours. On the scheduled date of delivery, the White Glove Service will deliver your order to the pre-specified delivery location only.
Is there a re-delivery fee if I’m not home when my White Glove order is delivered?
If no one is present to accept your order at the agreed-to time of delivery, a White Glove Representative will contact you to re-schedule. Please note that the second delivery will result in an additional $60 fee. If you are unable to accept—or choose not to accept—a scheduled White Glove delivery or a second delivery attempt, a re-stocking fee of $200 will be charged to credit or Visa Debit card (in addition to the $60 second delivery fee, if appropriate).
Are there any restrictions to the service?
If required, White Glove Service will carry items up two stair flights prior to your reaching your threshold. There is a $35 per additional stair flight fee for deliveries to higher floors which, if you require it, we will charge to your credit or Visa Debit card. Individual items that weigh over 300 pounds will only be delivered to the nearest dry, safe, ground level area. White Glove Service does not include unpacking, disposal of packaging materials, or assembly. White Glove Service does not deliver to PO, FPO, or APO boxes, nor does it cover deliveries to Hawaii, Alaska, the Northwest Territories, the Yukon, Nunavut, or the Maritime provinces. Certain other postal codes are also excluded; if you try to have a White Glove item delivered to an ineligible location.
Can I have items from a White Glove event shipped anywhere I want?
Unfortunately, White Glove service is not available in all areas.
What if my item is damaged upon delivery?
Should any of your White Glove items be delivered to you in a damaged condition, is the incorrect item, or if the number of items delivered doesn't match the delivery slip, you must describe the damages or missing item clearly on the White Glove Service delivery slip. Within three days of delivery of a damaged, incorrect, or missing item, you must also contact BTR’s Customer Service Department at 1-844-400-4287 to make us aware of the situation. Pending evaluation by our Returns Department, we will make arrangements to either A) ship a replacement item at no cost to you, or B) issue a full refund as per your original method of payment. BTR will retrieve an un-replaceable damaged item, so please do not discard a damaged item unless advised to do so
How do I cancel an order that is being delivered by White Glove Service?
A White Glove order can be cancelled, and a refund applied in the original method of payment, at any time before the end of the event in which the White Glove item is featured, or while the item is in the process of shipping, whichever comes first. To cancel your order, please email firstname.lastname@example.org with your order number. A confirmation will be sent to you once we have successfully cancelled your White Glove order. Please allow 24 hours for the cancellation to be processed. If your White Glove order has already shipped, or is in the process of being shipped, we will be unable to accept your cancellation request. Items which qualify for White Glove Delivery Service are not returnable once processed, shipped, or delivered.
What is your satisfaction guaranteed return policy?
If you're not satisfied with an item, simply return it in its original condition within one year of receiving it
and we'll apply a credit to your BTR account for the purchase price, less shipping and handling charges. Credit
will be applied once the item has been received and accepted by our Order Processing Center. In order for your
credit to be processed promptly, please follow the Return and Exchange Procedure below.
Please note that the satisfaction guarantee policy does not apply to (i) goods that cannot be returned for hygienic
reasons (e.g., toiletries, cosmetics, lingerie, some leather goods, swimwear, earrings, duvets, pillows, etc.),
(ii) goods that have been made to your specifications or personalized, (iii) goods that have been assembled or
installed, (iv) goods that, by their nature, cannot be returned, or are liable to deteriorate or expire rapidly,
or (v) goods sold as "clearance" and/or "final sale".
What if any of my items arrived damaged or was short shipped?
Should any of your items be delivered to you in a damaged condition or if the number of items doesn't match the bill
of lading, you must let us know within 3 days of delivery. Please return any damaged items to our Order Processing
Center. Pending its evaluation by our Returns department, we will make arrangements to either ship you an undamaged
item at no extra cost to you or issue a full refund as per your original method of payment. For damaged goods, BTR
will cover the cost of shipping the item back to us.
What if any of my goods are faulty?
If any of your goods are faulty (other than goods that arrive damaged, the return policy for which is described above),
you have 10 days to return the goods to us pursuant to the procedure below. Pending its evaluation by our Returns
department, we will make arrangements to either ship you a replacement item at no extra cost to you or issue a full
refund as per your original method of payment. For faulty goods, BTR will cover the cost of shipping the item back
This return policy does not apply to minor faults or defects, in which case we will repair the good or grant a partial
credit to your BTR account for a portion of the purchase price.
Return and exchange procedure
In the RRC column at top right on the front of this sheet, write the Return Reason Code next to the item you’re returning.
Return the item in its original packaging, ensuring that all hang tags, boxes, plastic bags, hangers, etc. are with the item.
Important: You must include this sheet with your return—we encourage you to keep a copy for your records
Shipping Method A: Your order includes a return shipping label. The cost of using this label is $9.95, which will be deducted from your BTR account credit for the item(s) returned. To use this label: (i) identify the carrier who will be completing the return. This information can be found directly on the label; (ii) securely affix the label to the front of your package, then (iii) contact the carrier to either (a) arrange for a pick-up your package, or (b) get the address of their drop-off location closest to you, and bring it there. If you’re using a post office label (USPS or Canada Post) you may drop your package in any mailbox, or at any post office location.
Shipping Method B: Should you choose not to use the return shipping label, we suggest you use a traceable and insured shipping method.
Please hand-write on your package, the BTR Returns Centre address which appears on the pre-paid shipping label included with your order.
Please note: Our policy is to refuse “collect” packages. If we receive a collect package in error, the collect cost will be deducted from your BTR account credit.
What is a BTR account credit?
When a member returns merchandise under the satisfaction guarantee, they receive a BTR account credit that can be
applied to future purchases on our Website. The member is credited for the entire cost of the purchase less shipping
cost. We do not charge you a handling fee for your returns. Note that if a member returns merchandise because it is
damaged on delivery or faulty, Beyond the Rack will refund the purchase price, including shipping and handling, as
per your original method of payment. For example, if you paid the purchase price in part with an existing BTR
account credit and the rest with a credit or Visa Debit card, the credit or Visa Debit card portion will be refunded to your card, and your
BTR account will be credited with the account credit portion.
Can I return clearance or final sale items?
From time-to-time, we hold final clearance sales on items offered at extra discounted prices. Unfortunately, we cannot
accept any returns or exchanges on final clearance sales items. These sales will be clearly marked, so that members
are aware they are purchasing a no-refund/no-exchange item, unless defective.
Can I change my order or cancel it after I've placed it?
An order can be cancelled and a refund applied (in the same manner of payment) before an event closes or prior to the item(s)
being shipped, whichever occurs first. To cancel your order, please email email@example.com with your order number.
A confirmation will be sent to you once we have successfully cancelled your order or item(s) on your order. Please allow 24
hours for the cancellation to go through. If your order has shipped out, we will be unable to cancel your order. You will
need to follow the return and exchange procedures listed in the FAQ's. If you’ve paid using BTR credits only, the credits
should appear in your account within the hour. If you’ve paid using your credit or Visa Debit card, your credit or Visa Debit card will be refunded. If your
credit card hasn’t been charged yet, your transaction will simply be voided. If you need to modify an order you’ve already
placed, please submit a new order for the item you want and proceed to cancel the item you no longer wish to keep.
BAG CONTAINS 0ITEMS.
Items will remain in your bag for 20 minutes. Items in your bag will be removed when an event ends.