Contact Us  1-754-666-3306

Frequently Asked Questions

1 – HOW LONG DOES SHIPPING TAKE?

Shipping times vary by the country of destination. We run multiple warehouses in North America, Europe And South East Asia. We will ship from the closest warehouse based on distance and availability of the product ordered.

For regular shipping it takes 7-15 days for delivery to the USA and up to 30 days for other countries. Every country’s customs processing time is different, so please look at the tracking number we provide you.

Should the item qualify for *Expedited or **Express shipping then you will see it on the product page. If so, please select the option at checkout. If you select the option for a product that does not qualify for expedited shipping then you will be refunded the difference.

2 – MY TRACKING NUMBER IS NOT VISIBLE

Don’t worry. Updates will be made available once the package goes through certain checkpoints, such as your country’s customs. Once it clears, it is handed off to your country’s national courier postal service who will make additional delivery updates. If you have been provided your tracking number it means the item is already on its way. So, keep on checking and give it 2-3 business days after you receive your tracking number for an update.

3 – WHAT IF I DON’T GET MY ORDER?

We guarantee 100% of all orders and we are responsible until the customer is satisfied. We will ship your order within 24 hours and will guarantee its arrival. Should the order be missing in transit or arrive damaged, then we will send you a replacement at no additional cost. Our commitment to you is your satisfaction or you money back, period.

4 – MY PACKAGE ARRIVED DAMAGED?

Don’t worry. Although we try to select the best courier companies for our deliveries, sometimes they make mistakes too or accidents happen. Our insured shipping insures you in case the item arrives damaged in transit. Contact our support and we will happily order a replacement at no extra cost and you may keep the damaged item. Please include a clearly visible picture of the item “as-is” in the email when contacting support. The photo will be used for verification of the item's condition which will be necessary to have the replacement re-ordered.

5 – MY CARD IS BEING DECLINED

If you are trying to place an order and it is not going through, especially if you live outside the USA, then chances are you may need to call your banking institution to authorize the transaction.

Our merchant processors are third party companies that check against fraud and theft and may accidentally be preventing the transaction. Our store never stores your payment information for protection. Please contact us at support@backpackeronthemove.com for any questions.

6 – ARE YOU A USA COMPANY?

Yes, we are a USA based company registered in the state of Florida. We operate strictly online and ship goods from our warehouses directly to the customer to pass on savings and offer better prices than traditional stores. We will ship from the closest warehouse to your shipping address based on availability.

7 – CAN I CANCEL MY ORDER

You may cancel your order up to the point that we ship the item, which is 24-72 hours. If the item has not shipped and we are able to stop delivery then we will cancel your order. Otherwise, you will have to wait for the item’s arrival and either request the courier company to send the item “back to sender” for no additional fee, or ship the item yourself back to the warehouse. Once the item is received at our warehouse and inspected then a full refund will be issued. If the customer fails to request the courier to send the item “back to sender,” the customer will be responsible for covering shipping expenses back to our warehouse. For items over $50 in value we recommend customers get a tracking number to make sure items are delivered.

8 – I GOT ONE ITEM BUT I’M STILL MISSING ITEMS

Multiple items sometimes will be shipped separately for faster processing time. Each item should have its own tracking number. Please be patient and wait for your other items. If you have not received your item(s) after 2-3 business days after you receive your first item, then contact us at support@backpackeronthemove.com.

9 – I GOT AN EMAIL ASKING TO VERIFY MY PAYMENT

In order to protect our customers, we will verify certain payments that may seem suspicious to help prevent fraud and credit card theft. If your purchase is over $250 dollars there is a high chance our support team will contact you for verification. You will be asked to check how the purchase charge appears on your banking statement to make sure it matches what we have on file. Only you should have access to your own statements. Upon verification, we will know if the method of payment has been compromised. Should we find that the method of payment is compromised, then we will automatically issue a full refund and notify our merchant processors and banking institutions. MAKE SURE you only answer emails from our store’s support@backpackeronthemove.com email when replying to verifications.

10 – HOW DO YOU CHARGE SO LOW?

To stay true to our vision and deliver value to our customers, we avoid the middle man (retail stores) and we ship from the factory or warehouse straight to the customer. That way we can pass on additional savings, great prices and discounts to our customers. We select the best shipping method at the lowest prices so you can pay less. In some instances, we will include *expedited or **express shipping options for certain products, which you may choose at checkout if desired. Should these options be available then you will see them on product page.

11 – EXTRA CUSTOMS TAXES

We pay for the main customs import duties into the country of destination. 99% of the time all shipping expenses will be covered. Some countries may have additional state, regional or local import fees which will be the customer’s responsibility. Import duty laws and regulations are constantly changing and we cannot keep abreast of every change. Please ask your local post office or customs agency for any additional fees you may incur for buying items internationally.

12 – OUR GUARANTEE

Your satisfaction or your money back. We are responsible until you receive your items in excellent condition. Should the item(s) be “lost-in-transit” or “damaged-in-transit” then we will order a replacement at no extra cost. By purchasing from our store, you put your trust on us and we will not rest until you are satisfied with your purchase.