Please make sure your order is correct before checking out. We cannot guarantee that your order can be cancelled or changed before shipping. Cancelled orders will be subject to a 5% cancellation fee.
We are not responsible for lost or damaged packages!
We always highly recommend purchasing our third party insurance at checkout. It's inexpensive and they make it very simple a quick to make a lost or damaged package claim if you need to do so. If you have a lost or damaged package, visit https://claims.route.com/
Please allow 4-7 business days handling time for your order to be filled. We use USPS First Class Mail, larger orders will be shipped USPS Priority Mail. Please allow 7-10 days for your item to arrive from the time shipped unless you choose an expedited service.
Priority shipping does not mean Priority handling. We process purchases in the order in which we receive them.
We are not responsible for any delays on the shipping company’s side.
Shipping times do not include handling times.
Business days are Monday-Friday.
Weather and holidays may delay shipping. Please see below for a breakdown of shipping options.
If your order contains an item that is available for preorder only, the order will not ship until the preorder item is ready to ship.
If we can not fill your order completely, we will still ship all of the items we can as soon as possible. We will refund and notify you about any unavailability items and will be happy to work with you on purchasing different items.
Please contact us at email@example.com for assistance.
We are not responsible for lost, stolen, or damaged parcels or parcels returned to sender due to an incorrect addresses being provided, please make sure your address is correct before completing your purchase.
We always highly recommend purchasing our third party insurance at checkout. It's inexpensive and they make it very simple a quick to make a lost or damaged package claim if you need to do so. If you have a lost package, visit https://claims.route.com/.
If you place multiple orders they will combined automatically by our shipping system. If you receive multiple orders that were combined and you paid shipping on each one, please contact us to receive a refund for the difference in shipping cost.
If your tracking shows your order has been delivered but you have not received it please contact your local Post Office and open a case on the package before contacting us. Generally if there is a delivery scan there is nothing we can do, if you believe you parcel was stolen please contact your local Police.
Domestic Mail Services:
First Class Mail: The cheapest and slowest shipping option available for packages under 1lb. This service can take anywhere from 3-10+ business days to arrive. Delivery times are not guaranteed.
Priority Mail: This option is required for packages over 1lb. It is slightly faster with an average shipping time of 2-4 business days. Delivery times are not guaranteed.
Priority Mail Express: The fastest shipping option available, generally arriving in 1-2 business days. Delivery times are guaranteed. Please contact us if your delivery is late.
Economy: This service is the free shipping option that is available for orders over $150. Delivery times are not guaranteed.
Orders cannot be edited or cancelled once placed. Please keep this in mind when placing an order as it is crucial you place your order with everything correctly:
Due to changes with the payment portal policies, credit card and PayPal fees are not being refunded for cancelled orders. It doesn't matter if the order is cancelled immediately after ordering or not. This is completely out of our control and we certainly do not agree with this policy. As a result however, you will be charged for this fee (about 5% of the total order value) if you decide to cancel your order so please be be sure your order is correct before completing the checkout process. If you would still like to cancel your order, orders may be eligible for cancellation but there is no guarantee. Please contact us via email at firstname.lastname@example.org or by using the form on our website to see if your order can be cancelled.
Orders that have been begun the fulfillment process will not be eligible for cancellation.
It is your responsibility to make arrangements to receive your package. Generally, if you miss your package’s arrival, the courier will bring it to a nearby post office and leave you with a delivery notice card. Please familiarize yourself with your postal service’s rules and regulations.
If you fail to pick up your package within the allotted window, you have two options:
- You can pay for shipping again and we’ll send it back to you.
- We can refund your order with the exception of shipping costs and any additional taxes, duties, customs or miscellaneous transportation fees. If it’s been over 30 days, we will also charge a 20% restocking fee.
Please note that, once a delivery attempt has been made and the package has been deposited at your local postal service, the order is complete on our end. After this point, we can no longer track the package. If your local postal service ships it back to us, we cannot give you an estimated date of arrival since we no longer have eyes on it.
If you would like us to refund you for the products contained in the order that has been shipped back to us or if you would like us to resend the product once it arrives and you have paid for shipping, you are responsible for speaking to the appropriate individuals (your local postal service, USPS, customs, etc.) to track down the package and ensure it arrives safely at our facility.
You can find out more information on specific USPS mail & shipping services policies here.