Shipping policy

Flat Rate Shipping: Enjoy $10 flat-rate shipping for all combined purchases during the week. Orders may take up to 5-7 days to process.

Open Box Option: Prefer to keep an open box and build your order? Use code OPENBOX at checkout. Open boxes must be paid for each week, and all shipping will be finalized and invoiced at the end of the month.

Free Shipping: Orders that total $250 or more in a single week qualify for free shipping — no code needed!

Shipping Protection: We strongly recommend purchasing Route insurance at checkout. Without it, we are unable to replace or refund packages that are lost, stolen, or damaged in transit.

Carrier Contact Numbers: USPS: 1-800-275-8777UPS: 1-800-742-5877

 

Wrong Address Disclaimer


  • It is the buyer's responsibility to make sure that they enter the shipping address correctly. We are not responsible if a package is shipped back to us or lost due to an incorrect or undeliverable address. We do our best to ship same day & next day hence, there is a minimal time gap to change your address. If you need an address change please email us at info@beyondthemood.com  We will do our best to make the change; however, we cannot guarantee that we will do so.
  • If a package is shipped back to us due to an incorrect address or undeliverable address we are not responsible for return shipping. The buyer will be required to pay an additional $5.00 shipping fee (even if the buyer previously had free shipping) before the package will be reshipped. Or items can be returned for store credit.


The insurance is automatically applied at checkout for a small fee. Please note that we cannot replace or refund lost or stolen orders or orders damaged during shipping without the purchase of the Route insurance. Thank you for your understanding. Our first priority is to provide you with the best service that we can offer.

If you should find yourself with a lost, stolen or damaged package, read through the questions below on how to file a claim with Route.  https://claims.route.com/ 

 HOW DO I FILE A CLAIM?

You can file a claim any time of day or night by going here: https://claims.route.com/ You will need to input your email and order number. If your order was damaged, you will need to submit photos of the damage.

MY PACKAGE WAS MARKED AS DELIVERED, BUT I DON’T HAVE IT. WHAT SHOULD I DO?

Please know that sometimes packages are marked delivered prematurely. It would be best to wait a few days and check with your neighbors. However, if you would like, you can file a claim here: https://claims.route.com/ Route will get in touch with you via email.


Order issues for packages marked “delivered” yet not received are considered by Route as stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises. If you wait longer than 15 days to file a claim, your claim may not be approved. If you file a claim before the 5 days after it is marked as delivered, Route may have you wait before processing the claim.

Please note that Route considers orders marked as delivered that never arrive as stolen orders. They will require a police report to be filed for the missing package where the subtotal of the order is over $250.


MY ORDER ARRIVED DAMAGED? WHAT DO I NEED TO DO TO GET A REPLACEMENT/REFUND?

Make sure to take pictures of the damages: torn seals, broken lids or bottles, leaking powder or ghee, the box dented in, etc. You will use these pictures, your email, and order number to file a claim here: https://claims.route.com/ and Route can work with you on getting a refund or replacement.


WHAT DOES ROUTE COVER AND WHAT DOES IT NOT?

When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included. Route will ask you for your PayPal information to credit your PayPal account in the amount that was paid for the subtotal of the order.


MY TRACKING NUMBER HASN’T SHOWN ANY MOVEMENTS OF MY PACKAGE IN DAYS/WEEKS. WHAT SHOULD I DO?

Order issues for packages presumed to be lost by the carrier (where the status is not “delivered”) must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments and within 30 days from the last checkpoint.


IMPORTANT ROUTE TIMELINES FOR FILING A CLAIM:

Ensure you report an issue within the respective deadlines:

  • Damaged: Within 15 days of when the package was marked delivered
  • Lost (domestic): Between 7* and 30 days from the last tracking update
  • Stolen (Marked as delivered but not received): Between 5* and 15 days of when the package was marked delivered


*Route requires these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered. 

Claims can be filed at: https://claims.route.com/