Refund & Returns Policy

Last Updated: October 2025

At Direct Route Express, customer satisfaction is our top priority. We understand that sometimes delivery plans change or issues may occur during transit. This Refund & Returns Policy outlines the conditions under which refunds and returns are processed.

1. Eligibility for Refunds

Refunds are applicable under the following conditions:

  • When a delivery is canceled before shipment dispatch.
  • When a package is delayed or lost due to carrier fault.
  • When the customer has made duplicate or overpayment.
  • When the delivery is canceled by Direct Route Express for operational reasons.

2. Refund Timeline

All refundable fees will be processed upon the arrival of all packages and/or when delivery is canceled. Refunds are issued using the same payment method originally used for the transaction.

3. Refund Processing Time

Once approved, refunds are typically processed within 7–10 business days. Please note that additional time may be required depending on your bank or payment provider.

4. Non-Refundable Fees

The following are not eligible for refunds:

  • Packages already delivered successfully.
  • Late delivery caused by incorrect customer information.
  • Third-party handling or customs clearance delays.
  • Any service completed according to the provided schedule.

5. Returns Policy

Customers requesting a return of delivered packages must ensure the package is unopened and in its original condition. Return requests are subject to approval and may incur handling or return shipping fees.

6. Damaged or Lost Packages

In the unlikely event that your package is damaged or lost in transit, please contact our support team within 48 hours of the expected delivery date. Claims made after this period may not be eligible for compensation.

7. How to Request a Refund

To request a refund, please contact our support team with your:

  • Tracking Number
  • Proof of Payment
  • Reason for Refund

You can reach us at:
📧 support@directrouteexpress.com
📞 +1 (754) 555-0094

8. Chargebacks

We encourage customers to contact us directly before filing a chargeback. Unresolved chargebacks without prior communication may result in account suspension.

9. Policy Updates

Direct Route Express reserves the right to modify this policy at any time. Updates will be posted on this page, and the “Last Updated” date will reflect the most recent changes.

10. Contact Us

Direct Route Express
📍 Headquarters: United States
📧 Email: support@directrouteexpress.com
📞 Phone: +1 (754) 555-0094