Step 1. Are the items returnable?

  • Human products can be worn and returned within 30 days of original purchase for a full refund*.
  • All returned items (equine and canine) should be unused and must be in original condition to qualify for full refund within 30 days of purchase.  If items are found to not be in original condition within the 30 days of purchase they will receive store credit.
  • After 30 days of original purchase all sectors get a store credit if they don’t want an exchange. Free items received as part of a promotion must be returned in original condition along with the return to qualify for a full refund. Free items received as part of a promotion do not need to be returned if an even exchange is requested.
  • Orders can be returned for exchanges/store credit within the first year of original purchase.
  • All returns must have proof of purchase.
    *These dates are measured from date of purchase. During the holiday season the return policy is subject to extension.

  • Call 888-758-9836, Monday – Friday, 8:00am – 4:00pm (ET), to use any credit toward your next order.

Step 2. Request a Return Authorization Number

Please fill out the “Request a Return Authorization” form below and receive an RA number from our customer service before you return the item.

Step 3. Send to Back on Track’s Warehouse

Choose what carrier you wish to use to ship the item(s) back to us. We recommend using a carrier that will have a tracking number.

Ship item back to:

Back on Track USA/Returns

RA# or Name ____________________

350 Circle of Progress Drive

Pottstown, PA 19464

If package does not have a packing slip or RA# included, the package may be refused.

Step 4. Your Return/Exchange

  • Once the returned items have arrived at the warehouse we will process your credit, refund, or exchange.
  • You will receive a tracking number when your exchanged is shipped out.
  • Returns and Exchanges are typically processed within 2-3 days of receipt by our returns department.  Please note that during busy seasons this process may take up to 14 days.

Step 5. Questions

Contact: or call 888-758-9836.

  • Date Format: MM slash DD slash YYYY