UMAi Dry Shipping Policy
Thank you for ordering on our websites (umaidry.com, drybagsteak.com).
Following are the terms and conditions that constitute our Shipping Policy.
Order processing time
Most orders are processed within 48 hours. Orders are not shipped on weekends or holidays. Between January and August 2022, 47% of orders were shipped the same day, 38% were shipped the next day, and the rest were shipped within two days of being ordered.
We process and fulfill orders received before 12 pm Central Time (UTC-5/-6) on Monday, Wednesday, and Friday unless that day falls upon a Federal Holiday, in which case it will be fulfilled the following business day.
You will receive tracking information via email and/or SMS the moment that your order has been packed. Please allow 12 hours for the tracking information to update.
Shipping rates & delivery estimates
Shipping options and costs for your order will be calculated and displayed at checkout. International orders are sent DDU, meaning the customer is responsible for all importation fees and/or duties.
Orders are generally shipped with USPS First Class Package. Transit time is slow, there is no traceability and no insurance.
No tracking updates are done for international orders between departure from the US and through your country's Customs processing. Often the last scan is done at your local post office, pending payment of duties and local taxes.
USPS Priority and UPS are generally faster and have package tracking. Opting into Route for package tracking will give you the best insight into your order status. Scroll down for more information on Route.
The domestic U.S., U.S. Territories, and APO/FPO/DPO customers may choose between USPS First Class (est. 7-10 days), USPS Priority Mail (est. 3-5 days), or UPS Ground (est. 3-5 days).
International customers may choose between USPS First Class International (est. 14-45 days), USPS Priority International Mail (est. 7-21 days), or a courier service such as DHL Express Worldwide (2-14 days) or UPS Expedited (2-16 days) for speedy, trackable, and insured shipping. Some regions of the world have proven so risky that DHL is the only shipping option available.
Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours. If you are tracking your order with Route, scroll down for more information.
Customs, Duties, and Taxes
All international orders are sent DDU (Delivered Duty Unpaid). UMAi Dry is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the customer's responsibility (tariffs, taxes, etc.). If your shipment is delayed, you may need to check with your local authorities to clear the package for duties, taxes, and handling fees.
UMAi Dry® / DrybagSteak, LLC is not liable for any products damaged or lost during shipping. If you received damaged order, please contact the shipment carrier to file a claim or contact Route if you purchased insurance through them.
Save all packaging materials and damaged goods before filing a claim.
Please direct any questions to our Help Center: umaidry.com/help
Route Package Protection
What is Route?
Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protect can be added during checkout.
You can also utilize 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. Haven’t downloaded the app yet? Download here
Purchased Route Protect and looking to file a shipping issue online? File here
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How Does Route Work?
If your Route protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items depending on in-stock availability. Unavailable items will be refunded. Route will cover any reorders' costs, including shipping, taxes, and Route Shipping Protection.
When Should I File a Claim?
Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered
- Please note, orders over $100 USD will require a police report to be filed by the customer before any resolution can occur
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
What if My Order Never Arrives or is Stolen?
Route Protect definitely helps cover these instances! To protect your order against loss or theft, add Route Protect at checkout.
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (YOUR BRAND'S CONTACT INFO ) and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.