Shipping & Handling / Returns

SHIPPING & HANDLING/RETURNS
Behind the Scenes will give you our best effort to process your order as quickly as possible. Please remember though that we are a non-profit foundation and not a retail business. Our first priority is to serve our colleagues who are seriously ill or injured by assisting them with and processing their grant applications.

RETURN POLICY
Return options include: exchange, refund (in the form of the original payment minus shipping and handling), or a donation (fully tax-deductible).

Return shipping cost is the responsibility of the customer except in the case of an incorrect order or damage. In case of damage, please call 212-244-1421 to inquire whether the item needs to be sent back to Behind the Scenes. If it is decided to send the item back, please include the original packaging with the item and send to Behind the Scenes, 630 Ninth Avenue, Suite 609, New York, NY 10036. We will re-ship and/or process a refund when we receive the returned item. Refunds and/or exchanges must be made within 60 days of purchase.

Lost Items
We can trace almost all shipments. If you don’t receive a shipment within a reasonable time, call us and we will activate a search.

SHIPPING & HANDLING CHARGES
All of our shipping is done via USPS Mail or Priority Mail and is based on the size of the item(s).

Customs
You may be subject to import duties and taxes, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. Additionally, when ordering you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. Generally, customs forms for international packages will list the value of your order’s contents by product type.

Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our international customers and customers shipping products internationally to be aware that a cross-border shipment is subject to opening and inspection by customs authorities.

BACK-ORDERS
If your order includes a backordered item, we will hold your order and ship all items together unless you specifically request that in-stock items be shipped first by placing a note in the “Notes” section at check-out.

SIZE INFORMATION
Please call us if you have questions about sizing on any of the clothing.