Shipping and Returns
Shipping
Deliveries and shipments
All orders will be shipped within 2-4 business days. Shipping times range from 3-7 business days and may be subject to carrier delays depending on the shipping address location, shipment method, and other factors.
Insurance and protection
Good thing your package is protected with Route!
If the tracking states delivered but nowhere to be found after checking everything, here are a few steps to follow:
1. File a claim here.
2. Route verifies issue and tracking number
3. Once tracking is verified— Route informs you to file an initial report with the police as the item could be stolen
4. A police report can be done online or via call, no need to go in-person
5. Police conduct a preliminary investigation if the issue is valid. This can be done the same day or up to 2 weeks (rarely)
6. Once the case is validated by police, you must send the official police report to Route with case #
7. When your order issue is reported and resolved, your product will either be reordered at no cost or refunded (depending on in-stock availability and percentage of discounts) by Route.
For customers who didn't purchase Route Package Protection:
Upstart Epoxy is not responsible for any stolen packages and neither is Route.
**NOTE: Please keep in mind that Route has a deadline to report an issue. Make sure to file a claim within the respective deadlines:
Damaged - Within 15 days of when the package was marked delivered
Lost - Between 7 to 30 days from the last tracking update
Stolen - Between 5-15 days of when the package was marked delivered
If an order issue is filed outside of this timeline, Route will deny the order issue and won't be able to cover your order.
To know more about Route Package Protection Policies, please click here.
Returns
Your 100% satisfaction is important for us. We offer a 30-days Return & Exchange Policy:
If a product gets damaged or was faulty upon delivery - please reach out to us so we can remediate the issue. If you purchased the wrong product and still have the original packaging, we can accept a return. We do not accept returns after 30 days of order receipt. Due to the chemical nature of our products we are not able to accept returns of opened or partially used materials. Timing: we have a 30-days Return & Exchange Policy since the day item was received. To be eligible for a return, goods must be unopened, unused, undamaged, and accompanied by proof of purchase. For returns, please email support@upstartepoxy.com with the subject 'Returns' and include your order number, name, and the reason for the return. We will provide you with instructions on where to send returned goods. You are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations. Please note that you are responsible for the shipping costs of returned items. When the returned item is received and inspected, you receive a confirmation email, notifying you about the status of the refund. If the refund is approved, then it will be processed and a credit will automatically be applied to your credit card or original payment method shortly after.
