FAQ

What happens if my tracking shows delivered, but I haven’t received my package?

• While we work with reliable carriers, occasionally, there are glitches on the carrier’s end. We recommend using your tracking information to check with your postal carrier for packages marked as ‘delivered’ that did not show up. If you are still have not been able to receive your package, please fill out the form on our contact us page an include your order number. 

Only part of my order was delivered. What should I do?

• An order confirmation and tracking number will be sent to the email provided at checkout. If no email was provided at checkout, an order confirmation and tracking number cannot be sent.

• The best way to stay informed is to sign up to our email and sms updates to receive notifications of items that come back in stock.

• You may exchange the product for another product of equal or lesser value. For all exchanges, please contact us by filling out this form. 

• Monday - Thursday 9:00AM to 8:00PM
• Friday & Saturday  9:00AM to 8:00PM
• Sunday 10:00AM to 6:00PM

• Yes, choose the pick up option at checkout and select the store nearest to you.

• Yes! We offer FREE shipping on every order over $75.
  

• No, we do not at this time. 

Do you ship or APO address?   

• Yes.

When does my order ship? 

• All orders have a 1-3 business days processing time from the date of your order confirmation and then will ship to you.
  

• Due to a lack of USPS staff, we are experiencing an increased delay in delivery times. But once your order ships, estimated time is 3-8 business days.
  

• Yes.
  

• Yes, before we create the shipping label and you get a tracking confirmation, otherwise it will get sent to the original address. If the address provided was incomplete, it will be returned to the sender and we can reship to the correct address.

• Some orders may be automatically refunded due to being out of stock. Please reach out to us by filling out the contact form here with any questions.
  

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

What is Carbon Neutral Shipping?

• Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.

How does Green Package Protection/Carbon Neutral Shipping work?

• Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.

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, 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

Damaged

• 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 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 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.