Shipping policy

At Backstage we strive to provide convenient and affordable shipping options to our customers. Here's what you need to know about our shipping policy:

Shipping Process:

We require between 2-5 working days on average to fulfill your order and transport it to our carrier's sort facility. Some items may take longer especially around major holidays (up to 10 days), or if your order includes popular items experiencing stock availability issues. 

Once your order has begun processing through our shipping department we are unable to make any changes (including address changes). We will only ship to the address provided at check-out. 

We only ship during business days and do not ship on Saturdays, Sundays or holidays. Once your order has shipped, you will receive a Shipping Confirmation email.

For orders with multiple items, products may be shipped separately and received on different dates due to the difference in manufacturing partners’ locations. 

Tracking:

All orders are processed with tracking numbers. You will receive an email with the tracking number when you order is dispatched to the carrier's sort facility. 

For some shipping companies, it can take several days for the tracking information to update in the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

Duties, Taxes, and Other Fees:

International shipments may be subject to import taxes, duties and/or customs clearance fees, which are levied once a shipment reaches the recipient's country. These fees are the sole responsibility of the recipient. Island Peak has no control over these charges, nor can Island Peak predict what they may be. If a shipment is refused and returned, you will be responsible for any import taxes and return shipping costs incurred.

Customs policies vary widely by country. If you have questions we recommend that you contact your local customs office for more information. 

Lost/Stolen/Damaged Packages:

Backstage is not responsible for lost, stolen or damaged packages. If your tracking information states that your package was delivered to your address and you have not received it, please report it and/or file a claim with your respective shipping carrier.

Note: We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests and we may not be able to honor your claim if it is not reported.

Wrong Address Disclaimer:

It is the responsibility of the buyer to make sure that the shipping address entered is correct before submitting an order. We start working on your order immediately, so we are unable to make any changes to an order after it has been placed. If the order has already been processed through our shipping department, we cannot retrieve it for an address change. 

Flat Rate Shipping:

  • For orders within the UK, we offer a flat rate shipping fee of £1.99. This ensures that you can enjoy cost-effective shipping no matter where you are in the country.

Free Shipping Over £70:

  • We understand the value of your purchases, which is why we offer free shipping worldwide on all orders over £70. This allows you to stock up on your favorite outdoor gear without worrying about additional shipping costs.

Shipping Time:

  • Our normal shipping time is estimated to be between 5 to 10 days. While we strive to process and dispatch orders promptly, please note that delivery times may vary depending on factors such as order volume and location.

International Shipping:

  • Backstage partners with major international shipping companies like FedEx, SF Express, DHL, and UPS who work with local couriers - allowing us to ship direct to your door.

Customer Support:

  • If you have any questions or concerns regarding your order or shipping, our dedicated customer support team is here to assist you. Please feel free to reach out to us via email or phone, and we'll be happy to help.

Thank you for choosing Backstage for your musical needs. We appreciate your support and look forward to providing you with exceptional service every step of the way.