We have partnered with Route Insurance to ensure that your package is protected from loss, theft, or damage. Route is a small insurance premium that can be added to the cart as an add-on within the cart or checkout area. By purchasing Route, you ensure that there won’t be any issues with receiving a refund or additional cost for a replacement order if any delays, loss, theft or damage does occur during delivery. Please note that if you do not purchase Route, Start Bio Solutions cannot be held responsible for any issues that have occurred during delivery. To view Route’s protection policy, visit this link.

 

If you have purchased Route and you are experiencing issues with your package (theft, loss or damage), please contact Route through the initial email you received when purchasing or by visiting this site.

 

For other issues or if you have not purchased Route, please contact us at sales@urinefree.com.au.

 

What is Route? Route Protect protects your orders against loss, theft, or damage in transit with instant resolution. You can also utilise the Route App to visually track all of your online orders in one place and easily file a claim with their team. 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.

 

How does Route’s Protect product work? You can purchase Route as a separate add-on to your shopping cart/existing order, pay a small insurance premium to protect your order from loss, theft, or damage.

 

How do I report an order issue to get a replacement or a refund? Place a claim with Route through this link.

 

Why do I need Route Package Protection?  Route offers you "peace of mind" package protection for all of your orders at an affordable price. If you do not purchase Route, Start Bio Solutions cannot be held responsible for any issues that have occurred during delivery.

 

How does Route process refunds or reorders?

• Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes.
• 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.

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