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INTNL / USA - HI, VI, PR & AK SHIPPING

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INTERNATIONAL SHIPPING 

Questions on International orders and freight can be directed to [email protected] and we will try our best to help you via email. Currently we cannot process international orders directly on the website.
 

USA TERRITORIES HI, VI, AK & PR SHIPPING

We offer FREE ground shipping on all retail orders over $150 for US continuous territories customers only.

Alaska, Hawaii, US Virgin Islands and Puerto Rico do not qualify for free freight. Website estimates freight at checkout for these territories packages are repriced at actual pricing and customer is notified before shipping. 

WHAT IS ROUTE PACKAGE PROTECTION?

IN AN EFFORT TO PROVIDE MORE SAFETY, ASSURANCE, AND INSURANCE FOR OUR AMAZING CUSTOMERS, WE’RE HAPPY TO ANNOUNCE THAT MATRIX CONCEPTS IS NOW INTEGRATED WITH ROUTE PACKAGE PROTECTION. ROUTE IS A SHIPPING INSURANCE COMPANY THAT OFFERS COMPLETE PROTECTION FOR MATRIX CONCEPTS SHIPMENTS AND ORDERS. SIMPLY ADD ROUTE TO YOUR CART AT CHECKOUT TO SAFEGUARD AGAINST ANY UNFORESEEN HICCUPS THAT MAY ARISE. 

Q: WHAT IS ROUTE?

ROUTE IS A SHIPPING INSURANCE COMPANY THAT COVERS PACKAGES THAT ARE LOST, STOLEN, OR DAMAGED IN TRANSIT. ROUTE ENSURES THAT CUSTOMERS GET WHAT THEY PAID FOR, AND ALLOWS FOR EASY REORDERING WITH ONE SIMPLE CLICK. REVIEW THE POLICIES HERE TO UNDERSTAND WHICH LOST, STOLEN, AND DAMAGED ITEMS ROUTE WILL COVER.

Q: HOW DO I FILE A CLAIM FOR A LOST, STOLEN, OR DAMAGED PACKAGE?

YOU CAN FILE A ONE-CLICK CLAIM THROUGH THE EMAIL THAT ROUTE SENDS YOU AFTER YOU CHECK OUT, OR YOU CAN FILE HERE.

Q: DOESN’T MATRIX CONCEPTS ALREADY COVER LOST OR STOLEN PACKAGES THROUGH THEIR CUSTOMER SERVICE?

AT MATRIX CONCEPTS, WE TAKE CUSTOMER SERVICE VERY SERIOUSLY AND ALWAYS TRY OUR BEST TO RESOLVE ISSUES FOR OUR CUSTOMERS AS QUICKLY AS POSSIBLE. BUT BY PURCHASING SHIPPING INSURANCE WITH ROUTE, COMPLETING A CLAIM IS ONLY A CLICK AWAY, AND YOUR CLAIM IS PROCESSED WITHIN 24 HOURS. ROUTE IS EASIER, FASTER, AND HELPS GET ANY SHIPPING ISSUES RESOLVED AS QUICKLY AS POSSIBLE.

Q: WHAT IF MY PACKAGE GETS LOST, AND ROUTE REPLACES IT BY ORDERING ANOTHER NEW PRODUCT FOR ME, AND THEN THAT PACKAGE GETS LOST. DOES ROUTE COVER THAT TOO?

YES! ANY REPLACEMENT ORDERS THAT ARE PLACED BY ROUTE ARE STILL INSURED BY ROUTE.

Q: WHAT ARE ROUTE’S TERMS AND CONDITIONS?

ROUTE’S TERMS AND CONDITIONS ARE LISTED HERE.

Q: IS ROUTE A LICENSED INSURANCE COMPANY?

YES. ROUTE IS A LICENSED INSURANCE COMPANY AND THEY ARE PARTNERED WITH LLOYDS OF LONDON, ONE OF THE BIGGEST NAMES IN SHIPPING INSURANCE.