PathRight Medical
Shipping & Packaging Policy

• All orders are processed within three business days from when the order is placed. For example, if an order is placed on Thursday, the latest it will be shipped would be the following Tuesday.
• UPS Ground is our standard shipping option with expedited shipping options are also available for purchase. Orders typically arrive in 3 – 6 business days once shipped. When the shipping label is created for your order, you’ll be emailed the UPS tracking number to the email address provided during checkout. Please note, this may happen one business day in advance of shipment.
• Orders DO NOT require a signature for delivery. Customers can select a UPS access point where their package can be held for pick up if they’re worried about their order being left unattended.
• We DO NOT ship to APO/FPO, PO Boxes. We DO NOT ship on Saturday or Sunday.

Expedited Shipping Services
If you need the order in a timely manner, there are 2 optional expedited shipping services to choose from for an additional fee:

• Expedited 2-Day Air – Package arrival in two days once it’s shipped. The cost will be calculated on the checkout page after the shipping address is entered.
• Expedited Next Day Air – This is an overnight delivery service and our most expensive shipping option

** Remember, both expedited shipping services still abide by our three-day processing time frame.

The flat shipping cost for shipping to Hawaii or Alaska is $35. This is due to the upgraded shipping service for those orders to be delivered in a timely manner, since they cannot be shipped UPS Ground.

Please Note:
Although UPS shares the tracking number with the anticipated package arrival day, we cannot guarantee specific delivery window. We strive to deliver your order on time to the address you provided for your order. We are not liable for orders that are not retrieved in a timely manner. Section below will outline how to insure your package.

If you have specific questions that are not addressed on our prerecorded shipping information phone menu (extension two), please select either extensions three or four if you wish to speak to someone or leave a message. If we don’t answer, one of our customer support team members will promptly follow up with you.

What is Route Package Protection?
Route Protection is a package tracking and shipping protection provider. We support purchases by protecting our customers’ online orders from damage, loss, and theft. For complication in transit or after delivery, customers can quickly and conveniently resolve their issue in just a few steps. You should reference the original email you received from us saying your package is secure with Route. All you need to file a claim, is your Route ID # and the email address used on your order. Please note that your Route ID # will be different from the order number you receive from PathRight Medical.

Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery.

Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery; this is optional based on customer preference.

How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.

Need to file a claim? File here

How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.

In both cases, the Route Premium cost will not be refunded.

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

To understand PathRight Medical’s return policy (unrelated to shipping refunds from Route), click here.

When Should I File a Claim?
Marked As Delivered (Stolen)

Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered. Please note, some order issues may require a police report to be filed. This will be further explained by a Route, contingent on the claim filed.

Stuck In Transit (Lost)

• For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged

• Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered. All of Route’s policies are listed here

What if My Order Never Arrives or is Stolen?
Route helps cover these instances! To protect your order against loss or theft, add Route Protection at checkout.

If your order has not arrived, please file a claim with Route here.

What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.

If your order has arrived damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. You can file a claim with Route here.

Our products are well packaged in a branded box and placed inside a discreet shipper box, but if your order has defects or you suspect it was damaged during manufacturing or shipping, please reach out to us and we will be happy to work with you to remedy the situation.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route 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. To file a claim, you will need your store order / Route ID (different from your PathRight Medical invoice number) and the email address that was attached to the order.

What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.