FAQs

Here you will find some of our frequently asked questions:

Q. What do I do if I want to return a product for a different size or refund?

A. If you’re looking to return or exchange your order for whatever reason, we're here to help! We offer returns or exchanges within 30 days of receiving your order. You can return your product for a different product/size, or a refund to the original payment method. Please note shipping will not be refunded.

Please note the following expectations to our return and exchange policy:

Returned items must have tags still on and be returned in original packaging
Returned items must have no visible signs of wear or use or pet hair

To initiate a return or exchange, please complete the following steps:

Email us - salesonline@backontrack.co.nz with your first & last name and order number e.g. #1999
Tell us what products and quantity you want to return/exchange. Wait for our confirmation before you send them back to us.
Send items that you want to return/exchange back to us at 888 Milson Line RD5 Feilding 4775 with a note in the parcel once again saying why you are returning products.

Q. What size will I be?

A. Most products will have a size guide in their description below is a selection of guides: https://www.backontrack.co.nz/pages/size-guide

Q. Can I wash my products?

A. Yes you can just make sure to follow these instructions:

Our products should be kept clean for maximum effect and can be washed several times without being damaged. Always follow the washing instructions on the label attached to the garment. The minerals that create our effect are woven into the material and cannot be worn away.

However, a couple of things are in common;

> The garments should not be tumble dried
> Do not wash with bleach or rinse aid
> Wash colors separately and invert the garments before washing
> For knitted garments, we recommend that the product is dried flat on a towel
> Waterproof products must be washed with a suitable detergent
> Iontex (R) garments or other sportswear that contains cotton or viscose may shrink when washed for the first time. If this happens, gently stretch the garment while it is still wet
> Do not store the products in direct sunlight, unless necessary
> In many cases, our minerals counteract bad smells, which means that it is enough to wash them with ordinary gentle detergent.

Detergents for sportswear usually contain substances that can damage our textiles, please check this before using these agents. The agents should not contain: Aluminum Chloride, Enzymes, Silver, Citrine. These substances can change the structure of minerals and in turn their properties.

Q. How long can I use the product on myself/horse/dog?

A. It is important to start using the products gradually so that the body gets a chance to get used to the effect of the fabrics. Use the product for a maximum of 4 hours for the first 2-3 days.

The reason for the recommendation is that some people may experience increased sensation . In horse and dog it can manifest in a slight swelling. This is due to the increased blood flow, which is actually a good sign of the effect of the ceramic fabric.

(If there is increased sensation or swelling that occurs after just an hour of use, stop the use of the product for that day. You may introduce the product a little more gradually in the following days.)

After the introduction period, the use should be increased to at least 8 hours per day, preferably longer. Even after an hour, a positive impact on tense muscles and rigid joints is often experienced.

» It is not recommended to use Back on Track®products during pregnancy (humans)

We do not recommend using the products on pregnant animals as not enough research has been done on how increased metabolism and blood circulation can effect the fetus.

Q. What are the effects of Far-Infrared (FIR) Technology?

A. FIR helps stimulate blood flow and improve circulation, thereby supporting the body's own healing processes.

When FIR is sent back to the body, it penetrates the skin and exerts its action deep in the tissues. The effect varies from person to person, but many experience a sense of relief from problems affecting joints, tendons and muscles.

Back on Track was first founded in order to help people suffering from stiff and aching joints or muscles. Since then, the product range has been greatly expanded and the technologies adapted to various kinds of materials and to a multitude of new-found uses.

Q. How long do Back on Track products work?

A. The effectiveness of our products will not change over time. If you have been using our products for a long period of time and feel you don’t see the same results as you did at the beginning, simply take a break for a week or so then start up again. While using our products, the body can get used to feeling better, so you may no longer see an increase in improvement. This improved feeling is now the ‘new normal’ but some prefer to
take a break whereby they will most likely see or feel the difference again.