Once your order ships, you will receive an email containing your tracking number.

 If for any reason you have not received your shipping confirmation email and your order date is past 5 business days, please let us know by emailing support@backpainhelp.com. We will be happy to find out what exactly is going on with your order.

We stand by the quality of our BACK products. All our products are warranted against manufacturing defects for a full year.

If you have any issues, please email support@backpainhelp.com and we will contact you within 1-2 business days to arrange a replacement/refund your order. 

We do not currently offer shop visits, however we are extremely thankful for your interest in our company.

From time to time we develop and release online videos featuring notable aspects of our production process. Please subscribe to our newsletter to receive updates on our latest and greatest ideas!

John Sutcliffe, Consultant Spinal Neurosurgeon, founder and Lead Clinician London Spine Clinic Ltd, based on Harley Street, London co-founded the business.

We saw a great opportunity to become the leader in back care and with John's expertise, it was the perfect partnership.

We have developed and tested all our back products with John's involvement and made sure that they are fully functional and safe for our customers. For more info on the partnership, you can read HERE

Your privacy and security is very important to us. We use Shopify payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable. We also use Paypal and Clearpay both highly reputable payment methods that provide exceptional security to customers. 

We strive to process orders as quickly as possible. But we will try to accommodate any order change.

The quickest way to get a hold of us is by emailing us at support@backpainhelp.com.

Please be sure to include your order number and to let us know what changes need to be made. We will be sure to let you know, as quickly as possible, whether we were able to make the wanted changes.

We accept Visa, MasterCard, American Express, and PayPal for online orders.

We do not offer discount codes at the moment, however, we do run special promotions through our newsletter list from time to time.

If you would like to hear about promotions first please subscribe to our newsletter in the footer of this page.

If you haven't received an order confirmation email, it is likely the result of one or two things:

• Your order was never actually placed and processed.
• You have entered an incorrect email address with your order

If you are certain that the email address linked to your order is correct, please check the spam folder in your mailing client for your order confirmation. In the event that you still cannot locate an order confirmation, please email or call our customer service department:

Email: support@backpainhelp.com

Phone: 0161 6416 844

We do use Amazon as a courier service for some of our orders occasionally, if you have ordered via our website and receive it in an amazon packaged box please don’t be alarmed and still follow our policies on the website.

If you purchased from Amazon directly and Amazon shipped you the order, please follow Amazon's return instructions via your Amazon account section under “My Orders”

We typically ship in 2-4 business days (Mon-Fri)

Please know that we are doing the best we can to get orders out promptly.

You can track your order via the link in your order confirmation

Once your order ships, you will receive an email containing your tracking number.

If for any reason you have not received your shipping confirmation email and your order date is past 5 business days, please let us know by emailing support@backpainhelp.com. We will be happy to find out what exactly is going on with your order.

We’re happy to offer free shipping on orders over £50!

Our standard delivery charge is £2.99

Has your BACK product been sent to the wrong address? We can absolutely help you with this! Provided that the order has not already been shipped, please send us an email to support@backpainhelp.com with the new details and we will get the order updated for you. 

*Please note: We can only send your order to the address provided when you make the order - if you have provided an incorrect address and the package has been delivered there, we are unable to retrieve it so please make sure to double check your address carefully! 

You're still waiting on your refund, right? We know this can be annoying!

Depending on the country you're from & the returns courier you choose when returning your item(s), delivery times back to our warehouse can vary, so please bear this in mind before contacting our team.

*Please note that once your items have been RECEIVED BY THE WAREHOUSE, it can take up to 7 days for your order to be processed and your refund to be actioned.

It can then take 5 days for your refund to appear in your account after the refund has been processed.

If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund.

But if you need to get in touch with Customer Support about your return, please include in your message:

- Proof of postage (like a receipt)
- The tracking number
-  Your order number

We'll then get back to you as soon as we can!

We're sorry to hear you have received a faulty item! Please send us the following info to support@backpainhelp.com:

- Your Order Number
- Item Name
- Photos that show: The fault as clearly as possible
- Full-length photo of the item

Don't worry about sending your faulty item back to us, just keep hold of it until you've been in touch.

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

To return any items, please contact us at support@backpainhelp.com and we will send instructions on how to return your item. 

We stand by the quality of our BACK products. All our products are warranted against manufacturing defects for a full year.

If you have any issues, please email support@backpainhelp.com and we will contact you within 1-2 business days to arrange a replacement/refund your order. 

John Sutcliffe, Consultant Spinal Neurosurgeon, founder and Lead Clinician London Spine Clinic Ltd, based on Harley Street, London co-founded the business.

We saw a great opportunity to become the leader in back care and with John's expertise, it was the perfect partnership.

We have developed and tested all our back products with John's involvement and made sure that they are fully functional and safe for our customers. For more info on the partnership, you can read HERE