FAQ

What is Beyond the Rack?

Beyond the Rack is a private shopping club for people who want designer brand apparel and accessories at up to 70% off MSRP. We offer authentic designer merchandise exclusively to our members through limited-time events. Each event starts at a specific time (11:00AM EST/EDT) and typically lasts only 48 hours, except for events that start on Friday, which last until the following Monday. After each event ends, the merchandise is no longer available. Members are notified by email in advance of each upcoming event according to their notification preferences.

Where do I see and buy the merchandise?

All of our events are held online only at www.beyondtherack.com. There is no physical location to view or try on the merchandise.

Do I have to pay for membership?

Membership in Beyond the Rack is free and open to anyone. We do, however, reserve the right to limit or delay access to any member for any reason.

How do I invite a friend to become a member of Beyond the Rack?

To offer your friends an invitation, please click on the "Invite a friend, get $10" button located at the top of every page on our Website.

How do I get notified about the events?

BTR sends an email notification prior to every event. Each email will include the featured brands, date, and time of the upcoming event. Members are notified by email in advance of each upcoming event according to their notification preferences. You can edit your notification preferences to choose what type of notifications you want to receive as well as how often you want receive them.

How long does each event last?

Each event typically lasts only 48 hours, except for events that start on Friday, which last until the following Monday. After each event ends, the merchandise is no longer available.

Credits and inviting friends

What are credits?

We add credits to member's accounts under the following circumstances:

1. When a member joins Beyond the Rack we often give them a welcome credit (on the checkout page this is listed as a promotional credit)
2. When a member wins a sweepstakes, prizes are often fulfilled in credits (on the checkout page this is also listed as a promotional credit)
3. When a member invites a friend to join Beyond the Rack - see program details below (on the checkout page this is listed as a referral credit)
4. When a member returns an item in compliance with our returns policy (on the checkout page this is listed as an account credit). For more information regarding returns, kindly reference our return policy outlined below.

Please note: promotional and referral credits-items 1/2/3 above-are deducted from the price of the item(s) you are purchasing, and do not count toward a reduction in the cost of shipping.

Are there any other rules about credits?

• Credits can redeemed at any time during the checkout process and applied to any purchase
• Please note that credits will not be issued to people living at the same address, using the same shipping address, or using the same credit card
• Credits cannot be redeemed for cash and have no value outside of Beyond the Rack
• If you invite a friend, and they return their first order, you will lose the credits for that friend
• We reserve the right to remove any member who has gathered credits through fraudulent activity. Under those circumstances, all credits will be forfeited

Do my credits expire?

Promotional and referral credits expire one year after they're issued. Account credits do not expire. You will be notified by email if any of your promotional or referral credits are about to expire.

How does the "Invite a friend: Get $10" program work?

You earn a $10 shopping credit for every member you invite who makes a first purchase on our Website. There is no limit to the amount of credits that you can earn by inviting friends.

How do I invite my friends?

If you would like to invite a friend to become a member, click on the "Invite a friend: Get $10" button located at the top of every page on our Website. You can invite a single friend, or invite a group of friends from your email directory. Your friends will receive their invitations from Beyond the Rack with your name in the subject line so they know the invitation is coming from you. We also enable you to personalize the message.

When do I receive credits for friends I invite?

Approximately 14 days after we ship each invited friend's first order.

Merchandise and shopping

How are the products chosen for each event?

Our merchandising team works with our diverse brand partners to select the best product assortment for an event.

Am I guaranteed to get the product that I choose?

When you save an item into your shopping bag, this item is reserved for you for the following 20 minutes. This should give you sufficient time to continue shopping and check out. A timer will tell you how much time you have left. Please leave yourself sufficient time to complete your check out. Since the demand for items in an event can often exceed the available inventory allocated to us by our suppliers, we limit the amount the time that items can remain in shopping bags before we put them back on sale.

Do prices or quantities of merchandise change during an event?

Our prices remain the same for the entire event. The quantities allocated to us are limited and will decrease until exhausted as they are purchased by other members.

How many items can I place in my shopping bag?

In order to ensure all members have equal access to our merchandise, you may only place 10 items in your shopping bag at any given time. In some instances, customers may also only be permitted to purchase 2 of the same item from an event within one order. If you would like to buy more, please check out and pay for these items prior to going back into the event to add additional items to your cart.

Can I view the products before an event starts?

You will only be able to view the products for an event once the event starts. We recommend that you log in early to ensure you have the best choice of products, sizes, and colors.

How do I know that the merchandise is really from the designer?

All of our merchandise comes directly from the manufacturer, a licensed agent, retailer, or importer. We guarantee the authenticity of all our merchandise.

How do I know if what I buy will fit me?

We provide an universal size chart that will help you purchase products in your size. If you are unhappy with the size or fit of your product, you may return it, subject to and in accordance with our returns policy (described below).

Can I order by phone?

To help keep our prices low, all purchases can only be made through our website.

Payment and processing

What forms of payment do you accept?

We currently only accept Visa and MasterCard.

What currency can I pay in, and how is my credit card charged?

All prices are shown in US dollars for all members, excluding Canadians. If your credit card is not a US card, then you will be charged an exchange rate set up by your credit card provider. We recommend that you find out the exchange rate prior to purchasing anything

For Canadian accounts -- as determined by your preferences set on the My Account page -- all prices are quoted in Canadian dollars

Once you have registered your country of residence, you are not able to change it yourself. To request a change to this account setting, please use the form on the Contact Us page to get in touch with us

When is my credit card charged?

Our real-time ordering system will authorize your card the moment you place your order and a settlement (debit) will likely occur within 24 hours.

Why do you charge my credit card before the brand sends you the merchandise I ordered?

We only authorize our suppliers to send us their merchandise once the event closes, at which point we know exactly what to order for our membership as a whole. As a private shopping club, we're actually ordering select merchandise on your behalf. Working this way helps us secure great prices and selection for our members on an ongoing basis, which is what BTR is all about.

Are the transactions secure?

Protecting the safety of your credit card information is extremely important to us. We use Secure Sockets Layer (SSL) technology to help protect the security of your credit card information as it is transmitted to us. SSL is a highly sophisticated method of scrambling data as it travels from your computer to our Website's servers. As an added security feature, we do not store your credit card data on our servers once the transaction is completed.

Can I be assured that my personal information will not be sold or rented to anybody else?

Beyond the Rack values its members and respects their privacy. We only collect customer information to fulfill your order, to improve your shopping experience, and in order to communicate with you about our products, services, contests, and promotions. We do not sell or rent your personal information to third parties. All promotional emails that we send have an easy unsubscribe feature that allows you to remove yourself from future mailings

What happens if I forget my log in information?

Go to www.beyondtherack.com, and click on the "Forgot password?" link below the email address field on our home page. Fill in the email address you provided during registration, and we will send an email to that address which contains the password hint we have on file. If you are still having trouble, please get in touch with us by clicking on the Contact Us link at the bottom of each page

Who do I contact for billing or payment-related questions?

Please send us an email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call 1-877-733-4660 begin_of_the_skype_highlighting 1-877-733-4660 end_of_the_skype_highlighting weekdays from 9:00AM to 6:00PM EST/EDT. We will be happy to help.

Shipping and taxes

Where do you ship from and what are your shipping rates?

We ship most US orders through a shipping consolidation warehouse in New York state and ship Canadian orders from our warehouse in Montreal.  Shipping costs are as follows (billed in the currency of the country as chosen in your account preferences). These shipping prices are per order.

• USA - $9.95
• Canada - $11.95

How long will it take to receive my shipment?

Your order will ship from BTR within 2-3 weeks from the time you click the Process Order button. (Please allow up to one week from the date of shipment for your order to arrive to your doorstep. The reason BTR delivery time differs from traditional e-tailers is that we only authorize the brands to send us what our members have ordered after each event closes. This helps us provide you with a great selection of merchandise at even greater prices every day; which is what an exclusive shopping club is all about!  As merchandise from the brands arrives at our Order Processing Center, our team assembles and ships your order very quickly. To make sure you know what’s happening with your order, we’ll send you a series of emails including:

• A confirmation as soon as we receive your order
• An update when your merchandise has arrived at our Order Processing Center
• A note to let you know your order has shipped that includes a tracking number

If one of our brand partners is delayed in sending your purchase to us, we'll make sure you know what's happening with a special update email. We work hard with our brand partners to make sure delays don't happen, but with so many brands in our growing portfolio we sometimes encounter unforeseen issues. Please note: Packages cannot be shipped to post office boxes.

Is my merchandise insured?

Beyond the Rack insures all shipments against theft and accidental damage, at no cost to our members, up to a value of $100. Once the merchandise has been delivered, the insurance ceases to be in effect.

Do you ship to international addresses?

Please note that as of July 7^th ,2010 Beyond the Rack will no longer be shipping orders to addresses outside of North America.

Do I need to be home to receive the shipment?

Beyond the Rack requires a signature for receipt of each shipment valued at $200 or more. This applies if we ship a single item valued at $200 or more, or if we ship multiple items that have a cumulative value of $200 or more.

For shipments valued under $200, the package will be delivered to the shipping address without a signature requirement. You are responsible to ensure that your specified shipping address is secure as the package will be left unattended.

Note that if you purchase more than one item from the same event, or shop from more than one event, we may not receive all of your merchandise from our suppliers at the same time. In this case, we may decide to ship to you the item(s) that arrive first right away, then follow up with a second shipment (shipping for the second item(s) is on us, of course) with a separate tracking number when the remaining item(s) become available. This means we may split the shipment of an order over $200 into more than one shipment that are each under the $200 threshold. We will email you when we ship the order, and that will specify the value of the item shipped so you can determine whether a signature is required.

Will I be charged sales tax?

The sales tax charged depends on where you ask us to ship the order as follows:

• United States - New York state: applicable state, local sales, and use taxes
• United States - all other states: no sales tax charged
• Canada - Quebec: 5% GST + 7.5% QST (compounded)
• Canada - Ontario, Newfoundland/Labrador, and New Brunswick: 13% HST
• Canada - British Columbia: 12% HST
• Canada - Nova Scotia: 15% HST
• Canada - all other provinces: 5% GST
• International: brokerage, duties, and taxes are the responsibility of the member

Will everything I order be delivered in one shipment?

Note that if you purchase more than one item from the same event, or shop from more than one event, we may not receive all of your merchandise from our suppliers at the same time. In this case, we may decide to ship to you the item(s) that arrive first right away, then follow up with a second shipment (shipping for the second item(s) is on us, of course) with a separate tracking number when the remaining item(s) become available. Also, Beyond the Rack has several warehouses, so your merchandise may come in several shipments. You will be updated by email regarding the status of your shipments and when they are packaged.

Return policy

What is your satisfaction guarantee return policy?

We know it's sometimes necessary to return or exchange an item, and we want to make it easy for you. If you're not satisfied with an item, simply return it in its original condition within 14 days of receiving it and we'll apply a credit to your BTR account for the purchase price, less shipping and handling charges. Credit will be applied once the item has been received and accepted by our Order Processing Center. In order for your credit to be processed promptly, please follow the Return and Exchange Procedure below.

Please note that the satisfaction guarantee policy does not apply to (i) goods that cannot be returned for hygienic reasons (e.g., toiletries, cosmetics, lingerie, some leather goods, swimwear, earrings, duvets, pillows, etc.), (ii) goods that have been made to your specifications or personalized, (iii) goods that have been assembled or installed, (iv) goods that, by their nature, cannot be returned, or are liable to deteriorate or expire rapidly, or (v) goods sold as “clearance” and/or “final sale”.

What if any of my items arrived damaged or was short shipped?

Should any of your items be delivered to you in a damaged condition or if the number of items doesn’t match the bill of lading, you must let us know within 3 days of delivery. Please return any damaged items to our Order Processing Center. Pending its evaluation by our Returns department, we will make arrangements to either ship you an undamaged item at no extra cost to you or issue a full refund as per your original method of payment. For damaged goods, BTR will cover the cost of shipping the item back to us.

What if any of my goods are faulty?

If any of your goods are faulty (other than goods that arrive damaged, the return policy for which is described above), you have 10 days to return the goods to us pursuant to the procedure below. Pending its evaluation by our Returns department, we will make arrangements to either ship you a replacement item at no extra cost to you or issue a full refund as per your original method of payment. For faulty goods, BTR will cover the cost of shipping the item back to us.

This return policy does not apply to minor faults or defects, in which case we will repair the good or grant a partial credit to your BTR account for a portion of the purchase price.

Return and exchange procedure

• In the column headed RRC at the top right of the packing slip that comes with your order, write the Return Reason Code from the list provided next to the item you're returning.
• Return the item in its original packaging, ensuring that all hangtags, boxes, plastic bags, hangers, etc. are with the item.
• The item must be unused, in its original condition (other than items returned for being faulty).
• Important: You must include the packing slip with your return-we encourage you to keep a copy for your records.
• If you have misplaced your packing slip, you can print your original order confirmation receipt and include that with the item you’re returning.

We will not accept any returned goods, even if faulty, that have been tampered with, modified or replaced or switched with counterfeit and/or different products, in whole or in part. In such cases, we may reject the refund claim, retain the returned items, notify local law enforcement agencies in the Buyer’s jurisdiction and/or pursue civil remedies against the Buyer.

Shipping Method A: Each order includes a red and black pre-paid FedEx shipping label. The cost of using this label is $9.95, which will be deducted from your credit. Once the label is affixed to the front of your package, call 1-800-GO-FEDEX begin_of_the_skype_highlighting 1-800-GO-FEDEX end_of_the_skype_highlighting for a pick up, or take your package to the nearest FedEx drop-off location.

Shipping Method B: Should you choose not to use the pre-paid FedEx label, please use USPS or Canada Post to ship your package to us, making sure to affix adequate postage. We suggest you use a traceable and insured shipping method. For your convenience, the front of each packing slip includes a detachable BTR Returns address label to help you prepare your package.

Please note: Our policy is to refuse "collect" packages. If we do receive a collect package in error, the collect cost will be deducted from your BTR account credit or from your refund.

What is a BTR account credit?

When a member returns merchandise under the satisfaction guarantee, they receive a BTR account credit that can be applied to future purchases on our Website. The member is credited for the entire cost of the purchase less shipping costs. We do not charge you a handling fee for your returns. Note that if a member returns merchandise because it is damaged on delivery or faulty, Beyond the Rack will refund the purchase price, including shipping, as per your original method of payment. For example, if you paid the purchase price in part with an existing BTR account credit and the rest with a credit card, the credit card portion will be refunded to your card, and your BTR account will be credited with the account credit portion.

Can I return clearance or final sale items?

From time-to-time, we hold final clearance sales on items offered at extra discounted prices. Unfortunately, we cannot accept any returns or exchanges on final clearance sales items. These sales will be clearly marked, so that members are aware they are purchasing a no-refund/no-exchange item, unless defective.

Can I change my order or cancel it after I've placed it?

An order can be canceled and a refund applied to the credit card by sending us an email before the event closes. If you need to modify an order you've already placed, please submit a new order for the item you want and email us to cancel the original order since we are unable to add or change items within orders if they are in our system. Once an event has closed, our standard return policy applies.

Website time

All times on our Website are in Eastern Standard/Daylight Time (EST/EDT).

Sending gifts

How do I send somebody a gift?

To send a gift, place your order in the usual way. At checkout, make sure to fill in the name and address of the person you shopped for in the Recipient Details box. Next, check the "Is this order a gift?" box which appears just below the shipping and billing information area, and add a personal message if you wish. If your gift recipient is not already a Beyond the Rack member and wishes to return their gift, the return can only be processed under your account. However, the paperwork which comes with their gift will feature a special invitation link they can use to become a member.

The first time your gift recipient makes a purchase we'll put a $10 credit in your account.