Route Package Protection & Refund Policy
Our primary goal is to make all of our customers 100% satisfied.
NeckFix is proud to partner with Route, the leader in package protection and tracking solutions. Your order is protected from damage, loss*, or theft, so in the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you.
* Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 (20 for international) days and within 30 days from the last checkpoint.
Q: What is Route?
A: We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the experience:
Route+ is premium package protection for your online orders. When you add
Route+ at checkout, you can easily file claims for lost, stolen or damaged
packages in the unfortunate case that they arise.
Purchased Route+ and need to file a claim? File here
- The Route App (Free)
The Route App allows you to visually track all of your online orders in one
place. No need to dig through your email for tracking numbers, dynamic maps
and real-time shipping updates keep you in the loop throughout every part of
Haven’t downloaded the app yet? Download here
Q: Where is my order?
A: Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.
Q: What if my order never arrives or is stolen?
A: To protect your order against loss or theft, add Route+ package protection at
checkout. When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
Our standard return policy lasts 30 days. If 30 days have gone by since your purchase, typically we can’t offer you a refund or exchange.
To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require an email receipt or other proof of purchase.
There are certain situations where only partial refunds are granted: (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
It may take some time before your refund is officially posted.
If you’ve not received your refund within 2 weeks, please contact us at firstname.lastname@example.org.
Exchanges (if applicable)
We only replace items within 30 days if they arrive defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com. and send your item to:
120 Jacobs Ln, Loganville, GA 30052, United States.
To return your product, you should mail your product to:
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Upon request, we may be able to provide a prepaid return shipping label, and deduct the cost from your refund.