Urgo Back Care Innovations ships your merchandise using South African Post within the South African borders. You will be notified when your product has shipped.

Damaged and lost packages:
If you receive a package which was damaged, i.e. the product inside the package is damaged or some pieces inside the package are missing, etc., please call us immediately, email your sales person on record, to report it. You must keep all of the original packaging. Do not throw anything away. Customer service will handle the claim process from here as this was not your fault. If your order was received incomplete, please call us immediately or email your salesperson of record to report it.

If you receive your merchandise by other freight, pay special attention to what it says on the paperwork you will be asked to sign. You must count and confirm the number of items before signing. If you receive a package that was short or damaged which was delivered by a freight company, you must sign for it that way.

Sign the bill of lading as (short) or (damaged) Qty?, Item?, Description?, Type damage?, Etc.

Please make sure that the driver acknowledges the situation, in writing on the bill of lading or else Urgo Back Care Innovations cannot proceed in helping you with a claim on the product. The freight carriers are very specific on this matter. If your package has been shipped to you from Urgo Back Care Innovations and has become lost by one of the carriers, then a "tracer" must be started on the item/package.

Urgo Back Care Innovations Products, unfortunately, is at the mercy of the carriers in these situations and our hands are tied.

We must abide by the rules of the carrier under these circumstances. A certain number of days are allowed for the carrier to attempt to locate and deliver the package. If this cannot be completed, then a claim will be opened andUrgo Back Care Innovations will be given permission by the carrier to reship to you.

It is not Urgo Back Care Innovations' fault that the carrier lost your package. In an effort to eliminate this situation we attempt to ship only with the most reputable carriers available.