Frequently asked questions by our customers

Domande frequenti dai nostri clienti

How do I use Back on Track products?

All Back on Track products should be implemented gradually. To start with, use the product for a maximum of 4 hours a day for the first 2 - 3 days. The body then has the opportunity to familiarize itself with the fabric’s effects.

After the introductory period you should increase the usage to a minimum of 8 hours per day, preferably more. It is important to continue to use the product intensively at least 10, preferably 20 days, before assessing its impact. Since the fabric reflects more of the body’s heat radiation as you move, the effect is greatest if you wear the product when active. Back on Track also works when resting, even during sleep.

For more information, read our full user instructions.

Is there an expiry date on Back on Track products?

There is no expiry date on our textile products.

How should I care for my Back on Track products?

Prenez soin de vos produits Back on Track

Can Back on Track be used on a wet horse or dog?

It is safe to use our products on a sweaty/newly washed horse. Towel dry lightly after showering. However, the horse boots should not be used in the pasture for long time periods. If they get wet, it can lead to an effect that resembles blistering.

When should I replace my Back on Track helmet?

Dovrebbe essere sostituito quando la struttura interna è deformata o danneggiata.

Can I layer Back on Track with other brand clothes?

Our products work best when in direct contact with the skin but are also effective with a thin layer of fabric underneath.

Technology FAQs

Can the minerals be washed out?

The minerals responsible for the effect are melted into the material and cannot be washed out or worn off.

Can I use Back on Track during pregnancy?

We have chosen to advise against using our FIR products during pregnancy, simply due to the lack of specific studies in this area. Understandably, such studies would also never be carried out, for ethical reasons.

Our reasons for this decision are thus the greatest possible caution and safety - as proof of non-risk cannot be achieved.

What can Back on Track do for osteoarthritis?

Osteoarthritis is a painful condition and the most common of all joint diseases. Where osteoarthritis occurs - usually in the hand, hip, knee and toe joints - the cartilage begins to break down and the surrounding tissues become inflamed.

Back on Track’s braces and supports can help you maintain an active life. The FIR effect of Welltex stimulates local blood flow and can help alleviate stiffness. Exercise, in and of itself, has been shown to have decidedly beneficial effects even on joints whose cartilage is subject to degenerative processes.

Shipping & Delivery FAQs

Which countries do you deliver to?

We currently deliver to Austria, Belgium, Bulgaria, the Czech Republic, France, Germany, Hungary, Ireland (excluding Northern Ireland), Italy, Luxembourg, the Netherlands, Poland, Portugal, Slovakia and Spain.

If your country is not listed, please contact us at webinfo@backontrack.com for a delivery quote.

How much does delivery cost?

Delivery charges are:

  • Austria: €12.90
  • Belgium: €9.90
  • Bulgaria*: €24.90
  • Czech Republic: €19.90
  • France: €12.90
  • Germany: €7.90
  • Hungary*: €24.90
  • Ireland, excluding Northern Ireland: €19.90
  • Italy*: €24.90
  • Luxembourg: €11.90
  • Netherlands: €6.90
  • Poland: €19.90
  • Portugal*: €29.90
  • Slovakia*: €29.90
  • Spain*: €24.90

Orders over €150 euro apply for free delivery, except for the countries marked with *.

If your country is not listed, please contact webinfo@backontrack.com for a quote.

Which delivery company will deliver my order?

Orders are normally delivered by DPD. In some cases, small parcels weighing up to 2 kg may be sent with PostNL.

Further information about DPD delivery services is available at MyDPD.

How can I track my order?

Once your payment has been approved and your order has left our warehouse, you will receive a shipping confirmation email containing your shipment number and tracking link. You can use these to check the current status of your delivery.

If your parcel was sent with PostNL, you can track it using the PostNL tracking service.

How long will delivery take?

Estimated delivery times are:

  • Belgium and Luxembourg: 2–5 working days
  • Poland, Czech Republic, Spain, Portugal and Italy: 5–7 working days
  • Other listed destinations: 3–6 working days

Working days are Monday to Friday, excluding bank holidays and other public holidays. These delivery times are estimates and may be affected by circumstances outside our control.

What should I do if I have a question about my delivery?

Please contact us at webinfo@backontrack.com if you have questions about your shipment or require a delivery quote for a country that is not currently listed.

Returns & Refunds FAQs

How long do I have to request a return?

You have 21 days from the date you receive your order to request a return.

What condition must my returned item be in?

To be eligible for a return, the item must be in the same condition in which you received it. It must be unworn or unused, with its original tags and packaging.

You will also need your receipt or another form of proof of purchase.

IMPORTANT!

If you order a dog coat and are unsure about the size, please try it on over an intermediate layer. This will prevent the new coat from becoming covered in hair should you need to return it due to a poor fit.

A 20% cleaning fee will be deducted from the refund for any returned dog coat containing hair.

How do I request a return?

Visit our online returns portal and enter:

  • Your four-digit order number
  • The email address used for the order
  • The item or items you want to return

Once your return request has been processed, we will email you a return label. Attach the label to your package and take it to a DPD Pickup parcelshop.

You can find your nearest location using the DPD Pickup parcelshop finder.

Do I have to pay to return an item?

We normally provide the return label free of charge. However, the original delivery charge, if applicable, will be deducted from your refund.

Customers returning parcels from Italy, Bulgaria, the Czech Republic, Portugal, Spain and Slovakia must arrange and pay for their own return.

All returns must be sent using DPD.

Abbiamo notato che queste domande specifiche da parte dei clienti sono le più comuni. Se ti viene in mente una domanda comune che manca o che necessita di ulteriori chiarimenti, faccelo sapere! Ci piace ricevere i tuoi commenti e intendiamo ampliare questa sezione man mano che andiamo avanti.