In an effort to provide more safety and assurance for our customers, we're happy to announce that J&R Bicycles is now partnered with Route, a shipping insurance company that offers complete protection for all of our guests. Improve your shopping experience by choosing Route Shipping Protection on the cart page. Additionally, you can download and use the free Route app to track shipments and view order history with us and any of your favorite Route enabled retailers all from one login.
Route Shipping Insurance is a low cost, optional add-on for your J&R Bicycles order, with 100% coverage for customers who want that extra level of assurance and protection from lost, damaged or stolen packages. At only 98¢ for orders under $100, or 3% of the product sub-total for orders over $100, the cost is minimal for that peace-of-mind.
When you purchase Route at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. Route will either reorder your product(s) and have the package shipped directly at no cost to you, or you can request a refund of the actual cost you paid for your item(s), excluding taxes, shipping and initial Route coverage. And did we mention that it’s fast? Very fast! Most claims are resolved within one to three business days.
J&R Bicycles guarantees that all items and packages that leave through our shipping department have been checked for quality before being placed into the hands of whichever carrier you select in a timely manner. Then the carrier - whichever you select - will make their best effort to deliver your package. UPS and USPS both grant $100 automatic insurance for every shipment to cover 'lost' or 'damaged' packages, regardless of whether the package value is significantly higher than $100 – yes, that means your expensive new bike is only covered for $100 if you don’t opt in to Route.
Additionally, with either UPS or USPS, you'll go through a long process anywhere from 30 to 90 days to have your 'lost' or 'damaged' package investigated. Also note that neither carrier covers packages that go missing after delivery...this means that if they mark 'delivered' on your package, the case is closed no matter whether you actually receive the item or not. They might deliver to a wrong address, or maybe someone steals the package off your porch - and if either of those things happen, you are out of luck. You can call in to our shipping department and purchase carrier provided insurance, but it's usually a bit more expensive than ROUTE and still requires the 30 to 90 day investigation period if you need to use the carrier insurance.
Inform Route about the problem shipment. Either you contact them by phone or use the app. Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form. Most claims resolve within 24 - 72 business hours. Pretty simple and straight forward.
If you have questions about filing your claim with Route, please contact us and we'll help you get started.
We always try our best to serve our customers as quickly as possible, and while we will be able to assist you in most situations, working with our shipping companies can oftentimes result in filing a claim that may or may not be resolved. By purchasing shipping insurance with Route, completing a claim is only a click away, and allows your claim to be processed within 72 business hours. Yes, it costs more. But what does it cost to go without?
