Do you offer a certain product? Can you make a specific product?
All products we currently offer/produce/sell are listed on our website. If you do not see it listed, it is not available at the time.
Please make sure to follow us on social media and subscribe to our emails for any new releases and restocked items!
What are your shipping methods? Shipping regulations?
USPS, Fedex, and UPS.
We recommend purchasing our third party shipping insurance.
If insurance is not purchased however, the customer assumes responsibility for any damage, lost, or stolen package.
At this time, we only ship to the United States’ consecutive 50 states.
Please make sure to review our disclaimers, All restricted states are listed per item on product descriptions.
If an item is Illegal to ship to your state, we will cancel your order and a 20% restock item will be charged. No exceptions.
How long will it take for my order to ship?
Standard Shipping is 5-10 business days to process your order.
Expedited Shipping in 1-4 business days to process your order.
Please note* this is the time to process your order to leave our warehouse.
What’s your return policy?
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
For all returns, please include your name, email, order number(s) and the items that you are returning. If this information is not included, there is a chance we won’t be able to identify the order to refund.
How soon do you process refunds?
Once your package has been received please allow 5-7 business days for your refund to be processed. We will email you with confirmation once your refund has been posted. Refunds take 1-4 business days, depending on your bank. The refund will be posted to the card originally used for your transaction.
Do you have any discount codes?
Make sure you follow us on social media and subscribe to our email list to be up to date on our latest promos and coupon codes!
Do you offer any kind of military discount?
We offer Military, Law Enforcement, Fire, EMS, Nurses, and Health worker discounts through our partnership with id.me. For more information, visit our military discount page.
Your website isn’t allowing my card to go through- why is this?
We are always working to update and better our website. If you are having issues completing the order process we recommend you check the following:
- Make sure your billing and shipping address matches, our system will not allow an order to process if these do not match for security reasons.
- Make sure your using a modern, updated browser.
- Try deleting your cookies and browsing data.
Route Shipping Insurance
What is Route and Green Package Protection?
Router’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
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.
How Does Route Work?
If your 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.
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
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 and taxes.
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
- In some cases, the Route Support team may require a police report before moving forward with an order issue
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
- 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?
If your order has not arrived, please file a claim with Ro
What if My Order Arrives Damaged?
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?
You can 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.
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.