Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Please note that we do not accept returns.
Order Modifications or Canceling
After your order has been placed, you have 24 hours to contact us and request order modifications, change of address, or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified.
Damaged, Lost, Stolen or Incorrect Orders
We try our best to ensure product quality and accuracy, but in some cases errors occur and we sincerely apologize in advance if or when it happens. If either of these rare occurrences happens to you please do not attempt to return the product.
If You Have Purchased Route+
If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to contact us and we will be happy to work with you to remedy the situation.
If You Have NOT Purchased Route
Use the form on our Contact Us page and select Refund as the subject. Write a brief description of the problem and kindly upload a clear photograph of the item(s) along with your order number. Once we receive your message we will review it. If your claim is approved we will get a replacement sent to you or arrange a refund right away.
As mentioned in our shipping page, shipping times can be longer during busy periods and for International postage.
IMPORTANT: Unfortunately, we can not be responsible if a package is undelivered because of missing, incomplete, or wrong destination information. We do our best to prevent errors by verifying the shipping details with every customer in the order confirmation sent out immediately after ordering. Costs to reship the package will be invoiced to the customer.
We are also not responsible for unsuccessful deliveries due to the addressee not being home during the time of delivery.