Here’s how to track your item
It’s easy to keep your eyes on your device once it’s been shipped — all prepaid shipping labels come with tracking.
Log in to your Back Market account > My Trade-ins > “Track shipment”.
You can also access it by clicking on More details and then clicking on the parcel number.
What if my package is lost?
If you’ve checked the DHL tracking page and it looks like the refurbisher hasn’t received your package in a reasonable time frame, or if the package status remains the same for a week, you can contact the refurbisher directly by logging in to your Back Market account, going to
My Trade-ins > Go to conversation — here, you can send them a message to see if they’ve received your package.
Back Market’s prepaid shipping label provides package tracking and coverage if your package has been lost, stolen or damaged in transit. Be sure to save the proof of mailing so that we can investigate if something happens to your package.
Keep in mind that there’s no need for you to pay for shipping because we offer it for free. If you do pay yourself, contact the shipping provider directly, because we won’t have a way to locate the package.
If you have any unresolved issues or concerns, you can contact us directly through our contact form. Please explain the problem you’re experiencing in detail, and we’ll get back to you as soon as we can.