Effects of COVID-19 outbreak on shipping
We continue to ship from our warehouse in NY, Pennsylvania in the United States and our partners international warehouses. Our team is monitoring the situation closely and will announce any changes regarding shipping methods and delivery on our FAQ page.
Our logistics partners have informed us that due to a high volume of packages and limited flight availability, deliveries might be delayed. We apologize for any inconvenience and thank you for understanding.
Our Customer Service is open and is happy to help you with any questions you may have.
Where do you ship?
We ship to the United States (48 continuous States), France, Germany, Norway, Spain (51 of 52 provinces), Sweden, Austria, Belgium, Luxembourg, Netherlands, Switzerland, United Kingdom (England) & Italy.
Where do you dispatch from?
Some products ship from our US warehouses in NY and PA, other products ship directly from its creator. Please note some of our partners ship from international locations.
We offer economy standard shipping to all orders to US and Canada. Shipping costs are calculated at checkout.
Orders will be processed from 1-7 business days, with the exception of made to order items which will have a 4-10 business days processing times.
We use a merge of logistics to deliver our packages, finally your local post office delivers the goods. Please allow 10-15 business days for the order to arrive. Items with longer delivery times will display ETA on the product description.
You can to track your orders 24-48 hours after it has been shipped.
What Shipping Carriers do you use?
For our domestically shipped orders, we use UPS, FedEx, and USPS for delivery. If your address is only deliverable by FedEx or UPS please let us know after order placing, since most of our orders will be delivered with USPS.
For our internationally shipped orders, we use a merge of logistics methods with USPS being the final delivery agent.
Can you expedite?
We can offer DHL or FEDEX services for a fee. Please contact us and we can give you a quote.
Due to the pandemic, expedited shipping service is upon availability.
Do you offer Holiday shipping?
Our orders are dispatched Monday through Friday during business hours.
How long would it take for my tracking link to show updates?
Most shipments will have updates available 1-3 business days after dispatch.
Nonetheless, not all shipping methods behave the same way. Some packages do some internal travelling which is not necessarily recorded before starting to show in-transit updates. If you need any help understanding your package tracking link, please email us at email@example.com.
What if my package is delayed?
For orders that have delays outside of the norm, we can offer a replacement based on product availability.
How do you handle Delivery Exceptions?
At times, there will be delivery exceptions and you will be asked to pick up your package at the local post office. We always intend for our orders to be directly delivered to you, but it is out of our hands when this situation happens. Please contact your local post office directly to arrange redelivery or pick up your parcel. If the parcel is returned to the sender, it will be subject to our return fees.
We do not offer special deliveries. For additional questions contact our support team.
What if I missed my delivery?
If you missed your delivery you will need to reschedule the delivery via the logistics provider’s website. Packages are held for 3-7 days, please schedule your re-delivery as soon as possible. If items are returned to sender please contact us immediately for assistance. Shipping fees will apply.
What if I used the wrong shipping address?
If a wrong shipping address was used, please contact us immediately so we can rectify the error prior to dispatch. If the order is dispatched & delivered using an incorrect address provided by the customer, we do not offer refunds or replacements.
What if my order is returned to sender?
Orders returned to sender due to buyer's neglect (not picking up parcels, wrong delivery address, not paying customs fees) will be considered a buyer's remorse return and customer will be held responsible for return shipping as well as original shipping charges.
What if my order gets lost?
Due to the pandemic stress on logistics, some packages may experience delays and lag of updates. This is not an indication the item is lost, please be patient and allow some extra days for the package to be delivered.
For orders lost in transit, we can replace at no extra cost.
Please note, we are not responsible for orders lost after delivery or stolen. We recommend choosing to insure your package to receive a full refund or replacement in the case this occurs. If your package is insured, please contact us no later than 7 days after delivery of your order so we can help process your claim.
Why choose to protect your orders with shipping insurance?
We value you as a customer and in order to offer the best service in this changing times, we offer shipping insurance via Route.com.
For a very small fraction of the product cost you can get absolute protection for lost in transit, damaged in transit, lost after delivery or stolen packages. In case any of these issues occur you will be 100% covered.
Find the complete Route Protection Policy here.
How can Route Insurance help?
With this added service you can receive a full refund if your order is delayed for an extended amount of time, gets lost by the carrier, or its stolen from your porch.
It also covers for damaged items, either in transit or factory problems that render your product unusable.
Following your order confirmation, you will receive an email with your claim number which can be used to file an insurance claim directly at Route.com. We can also offer assistance and file claims for you, just let us know of any issues and we will take care of it.
Send us an email at firstname.lastname@example.org if you need help with a Route claim.