Shipping, Returns & Refunds Policy

Shipping Policy

At JUDY, we offer domestic ground shipping for all our products in the continental US. Orders shipped through ground usually take between 5-7 business days to deliver once processed. On select products, customers may choose an expedited shipping service. Currently, we ship only to the contiguous United States. At the moment we cannot ship to Alaska, Hawaii, PR, and Guam, nor to international countries, including Canada.

Questions? Check out our FAQ page for more information, chat with us or email us at or text us at +1 (833) 243-6380.

Lost or Stolen Packages Policy

Part of being a JUDY is being prepared for anything, and protecting your shipment is no different. That is why we highly recommend all customers purchase Route Package Protection as part of their JUDY Purchase.

Once your order leaves our Warehouse it is in the care of FedEx and subject to their policies regarding lost packages and claims which can be viewed here. If Route Package Protection is not purchased, JUDY is not liable or responsible for any lost packages and will not be able to replace the lost items. To avoid this situation, we HIGHLY recommend protecting your purchase. In the event that your order is lost, damaged, or stolen, you simply submit a claim to Route. Most claims are resolved within 24 hours. Route will send you a replacement product if your claim is successful.

If you think that your package went missing in transit or was mis-delivered, our Customer Experience Team will gladly assist you. Please send an email to with your order information and we will do our best to make this right. 

Using Route Package Protection

What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. 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. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

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's Green Package Protection and looking to file a shipping issue online? File here

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, shipping, and taxes 

In both cases, the Route Premium cost will not be refunded 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders 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, some order issues may require a police report to be filed

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 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 definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout. 

If your order has not arrived, please file a claim with Route here. 

What are Route’s Terms and Conditions? 
Route’s terms and conditions are listed here:

Returns Policy

We offer a 14-day hassle free return and refund policy for all of our products. If you are not totally satisfied with your purchase, we’ll get you setup with a full refund within 14 days of receipt (purchase of gift cards are non-refundable). All product returns must be shipped back in their original form of packaging and include all accessories, and must be sent within 30 days from submission to be eligible for a refund. Returns are refunded to the original payment method used during purchase. JUDY, at its discretion, reserves the right to charge a restocking and repacking fee of up to 15% if products or packaging are returned in poor condition or missing components or accessories. In addition, JUDY reserves the right to not issue a refund at all if the return is missing components or accessories.

Refunds Policy

We have a 14 day, no-hassle return policy. If your order arrives and you would like to return it, just send us an email at and someone on our team can send you a return label. The same goes for exchanging your Kit. We’ll be able to process your refund once we receive your order at our warehouse. It may then take your bank 5-10 business days to credit the amount back to your card.

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