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Send us an email - info@backtoreality.co

Our operational hours are 11-5pm Edmonton, Alberta time, Mon-Fri.

Check out our FAQs to see if we have already answered your question here.

Northern America (NA) Orders

Note that as part of our shipping policy, any orders placed for countries within North America will have taxes and customs fees included in the final total. These fees are applicable and have been integrated into the total cost of your order. They will vary depending on the weight, dimensions of the item, and the specific destination within North America.

You will not be required to pay any additional taxes or customs fees upon delivery, as they are already included in the final total provided at checkout.

European Orders

Please be aware that following recent changes in international trade agreements, orders shipped to countries within the EU will now incur customs duties. These charges have been in effect from January 1st, 2021, and will vary depending on factors such as the weight and dimensions of the item, as well as the specific destination within the EU.Upon arrival at your country's border, the courier will notify you of any applicable customs charges. Unfortunately, we are unable to provide individual cost estimates at this time. Note that refusing to pay customs charges at the border may result in a handling fee equivalent to the cost of postage. This fee must be settled before your order can be dispatched by the border control of your country.

We advice you to double check your customs invoice to ensure you are billed for the correct number of items in your order before proceeding with payment. If you have any questions or concerns regarding customs duties or your order, please reach out to us at orders@backtoreality.co

International Orders

Please note that for all orders shipped outside of Canada, separate customs fees will be applied, which are not included in the delivery charge. These fees are determined individually by the border authorities of your delivery country. Once your order arrives at the border of your country, the courier will notify you of any applicable customs charges. Unfortunately, we are unable to provide individual cost estimates at this time. It's important to settle any customs charges promptly, as failure to do so may result in delays in dispatching your order by the border control of your country.

If you have any inquiries regarding the whereaboutss of your parcel, we recommend contacting the appropriate courier directly with your tracking and address information for a detailed response of your package. For further enquiries regarding your order shipment, you can get in touch with us directly via email - orders@backtoreality.co

Unforeseen Global Crisis

Please Note - in the event of any unforeseen global crisis, such as COVID-19, we really do not have control over unforeseen delays that may occur during transit time. If delays do occur during your parcels journey time, you can contact our Client Support on orders@backtoreality.co or the courier company directly for detailed updates.

Payment Methods

The order amount will be captured from your account as soon as your order has been placed. If you wish to cancel your order, please contact us and we will issue a refund back to your account. Easy returns – if something doesn’t fit, just return it to us for an exchange or refund.

The following payments are accepted:

Credit card

You can pay by Visa, Mastercard, American Express and Discover. Visa and Mastercard are verified by a secure code. Payment is debited from your card once you place the order.

Payment apps

You can pay via Alipay, Apple pay (mobile), Android pay (mobile) and Afterpay.

This means that no banking information regarding the Customer transits via the www.backtoreality.co website.

Payment is therefore secure by the partners in charge of managing financial transaction.

The order will then be recorded and validated on acceptance of the payment by the banking service.

Afterpay

We also offer the following payment options with Afterpay:

Pay for your order within 30 days with no fees or interest.

You’ll be redirected to Afterpay to complete your purchase and they’ll be in touch when your payment is due.

Please note, Afterpay performs a soft search with a credit reference agency. However, this will not affect your credit rating

Changing or cancelling your order

For details on your 7 day right of return, please see the Returns Policy section of the website. This section details your statutory rights of cancellation. You have the right to cancel your purchase and receive a full refund provided you notify us in writing as set out below that you are exercising this right of cancellation no later than seven working days (i.e. excluding weekends and bank holidays) beginning with the day after you received your goods.

To exercise this right of cancellation:

Follow the returns instructions as laid out in the returns and exchanges section of this site.

Please note that if you fail to take reasonable care of returned goods or fail to return the goods to us, we will be entitled to make a claim against you for any losses which we suffer.

If your goods are faulty or do not meet the description given on the site, we will refund the value of your order for those goods. For more information on how to return goods to us please refer to the Return Policy section of the site.

We recommend that returned goods be sent via insured, traceable delivery for your protection.

Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

Item(s) not available
Issues with processing your payment information
Cannot ship to address provided
Duplicate order was placed
Fraudulent activity suspected

If your order is cancelled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in alternative products, please contact us by email at info@backtoreality.co for a recommendation.