WE’D LOVE TO HEAR FROM YOU!
Please look over our commonly asked questions before contacting us. If these answers do not address your concerns, please contact us in the right lower-hand corner so that a team member may assist you further. We will do our best to respond to your email as soon as possible.
We answer emails from oldest to newest, so it may take us a little extra time to get to yours. For the fastest response, please only send one email at a time. We reply within 1-2 business days.
COMMONLY ASKED QUESTIONS
When will I receive my order?
At this time, all orders are processed and shipped on the same or the next business day. Orders are not processed on weekends or holidays.
Order processing times may be delayed by a few days during holidays, launches, sales, or other times when we’re experiencing a high volume of orders. Paying for fast shipping (Priority Mail, DHL, UPS, etc.) will not get your order processed and shipped out faster.
Where is my tracking number?
You will receive a shipment confirmation email notification once your order has shipped (within 1-2 business days). The shipping confirmation email will contain your order tracking number. Please allow 24-48 business hours for this tracking number to become active.
My tracking says delivered but I didn't receive my order!
Delivery hiccups like this can happen. Please wait for the next business day as some carriers scan packages as “delivered” due to backlogs and delays on their end. Customers are usually able to get their packages this way.
If you have yet to receive your package by that time, please contact and file a claim online with the carrier that made the delivery for an update on your package and keep us posted.
I think my order may be lost! (tracking has not been updated in 7 or more days)
Please file a claim with the carrier online and contact us with the claim number that was provided by the carrier.
If you purchased Route Package Protection with your order, please file a claim at claims.route.com. We highly recommend this package insurance, as it is easy to file a claim and can get your refund or new order processed quickly and efficiently.
Do you ship internationally?
Yes, we ship internationally. Shipping rates for your order will be calculated and displayed at checkout. Current rates are up to date and we have no control over rate pricing.
What about Customs, Duties, and Import Taxes?
Please review our shipping policies for more information on international orders.
For more on shipping & returns click here