Returns - Exchanges

WHEN WILL I RECEIVE MY ORDER?

For specific shipping estimates, refer to each item's product description, as shipping and production times vary per item. Most of our made-to-order items ship within 4-6 weeks. Please note that this does not account for time in transit. (See Shipping Policy above for more details about how this works.)

As soon as your order is ready to ship, you will receive an email with tracking information. The shipping method you select at checkout will determine how quickly your order arrives once it has left our warehouse. Transit times may vary depending on method of shipment chosen at checkout, total distance between our warehouse and you, and whether your shipment domestic (USA) or international (everywhere else).
Please note that if you purchased items with different shipping estimates, we will ship your order when all items in your order are ready to ship.

WHY DO SOME ITEMS HAVE 3-DAY SHIPPING?

Some of our items are in-stock and arrive with 3-day shipping. 3-day shipping does not account for processing time and refers to 3 business days.

If you purchase multiple items with different shipping estimates, we will ship your order when all items in your order are ready to ship. We recommend placing multiple orders if the items you are interested in purchasing have different shipping estimates on their product pages.

WHERE IS MY TRACKING NUMBER, AND WHEN WILL I RECEIVE IT?

Domestic and international customers will receive a shipping confirmation email containing their tracking information once item(s) are ready to ship. Please remember that all of our items are made-to-order and that shipping may be delayed during new product releases and holidays.

If you purchased Route shipping insurance at check out, you can download Route’s mobile app for iOS from the App Store or for Android from Google Play to visually track your package and receive real-time notifications on its estimated delivery. Please refer to your Route confirmation email for tracking number and issue resolution details.

WHERE IS THE REST OF MY ORDER?

Although we try to ship items together, we may ship some orders in multiple packages, as production times sometimes vary for our made-to-order items. You will receive a second tracking number for the rest of your order as soon as its ready to head your way!

 

MY ORDER ARRIVED DAMAGED

Fill in the contact form stating your case. We will contact you to evaluate and give you a prompt response.

 

I ENTERED THE WRONG ADDRESS, AND THE PACKAGE IS NOW BEING RETURNED TO SENDER. WHAT ARE THE NEXT STEPS TO HAVE MY PACKAGE RESHIPPED TO ME?

In the event that a package is returned to sender, we will reach out to you to resolve any address issues. Once we have the corrected address and the package has made it to our wharehouse we will re-ship the order in 5 to 7 business days.

HOW DO I CHANGE MY SHIPPING ADDRESS?

If you think that you may have entered an incorrect email or shipping address at checkout, please contact our customer service team as soon as possible, and we'll be happy to assist you. It's important that you contact us promptly in order to accommodate address change requests.

Changes are not confirmed until you have received confirmation from a member of our team and must be received as soon as possible in order to be accommodated.

DO YOU SHIP INTERNATIONALLY?

Yes, we do. We use USPS, Fedex, and DHL please check with your local carriers to make sure those companies deliver to your area, as there are carrier-dependent exceptions.

 

WHY AM I BEING CHARGED FOR DUTIES?

All international packages may be subject to duties, fees and import taxes upon delivery, which are the sole responsibility of the recipient. This charge is determined by your local customs authority, and your payment of these fees is obligatory if you wish to obtain your shipment. Please check your local customs website for more information.

We are not responsible for any duties, fees, or import taxes required by customs.