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We recommend that you choose Route package protection at checkout so that your order is protected if it is lost, stolen or damaged. Urban Therapy is not liable for lost, damaged or stolen items if you do not choose Route package protection.
What is Route Protection?
Adding Route Package Protection to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer. Purchased Route Protect and need to file a shipping issue? File here
Route Refunds vs Reorders
When refunding an item via Route, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included. Please note that a refund happens only if you have selected ROUTE PROTECTION during checkout.
Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!
What are Route’s Policies?
Marked As Delivered (Stolen)
Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered
Orders over $100 USD require a police report
Stuck In Transit (Lost)
Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date
Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date
File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.
What if my order never arrives or is stolen?
To protect your order against loss or theft, add Route package protection at checkout. When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
What if my order is damaged?
To protect your order against damage that occurred during shipping, add Route Protect (package protection) at checkout. When you add Route Protect at checkout, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days. If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at firstname.lastname@example.org and we will be happy to work with you to remedy the situation.
How do I file a shipping issue for my lost, stolen or damaged order?
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. You can also file a shipping issue on Route’s app or via the web here. Haven’t downloaded the app yet? Download here
Does Route Protect cover stolen items?
Yes! When you insure your orders with Route Protect, stolen items are eligible for reorders or refunds.