Returns & Refunds
To be eligible for a refund or exchange, you must first email us within 30 days of receiving the product at firstname.lastname@example.org. If 30 days have gone by since you received your product we cannot offer you a refund or exchange.
To be eligible for a refund, your item must be in the original packaging. To initiate your refund please reach out to our customer service team at email@example.com, and we will assist you with the return process. Once we receive the product we will process your refund. See the "Returning Your Item" section below for more details on shipping.
Damaged During Shipping
If you have purchased the Route protection plan during checkout and your product is damaged during shipping and arrives damaged you will likely be covered for a replacement through the Route protection plan coverage. If you did purchase Route and your product arrived damaged we encourage you to visit the Route website and file a claim. For more information about the coverage please see here: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies
Refunds due to Delayed Shipping
While we do our best to provide you with up-to-date estimates on shipping time, we cannot guarantee any shipping time estimates displayed on this webpage. If Route protection is purchased during checkout than shipping delays will be covered under the Route protection plan for shipping delays of 7 or more days (in the US) and shipping delays of 20 or more days for international orders. For more information about the Route protection plan please visit the website here: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies.
Lost or Stolen Packages
We are not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, we will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate. If the Route protection plan is purchased for the order than lost or stolen packages may be covered under this optional protection plan. For more information please visit the website here: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies.
Once an order is placed there is no guarantee it may be cancelled. If you wish to cancel an already placed order please reach out to us as soon as possible and we will attempt to cancel the order before shipment. If an order has already been shipped then there will be no way to cancel that order.
Changing Shipping Address
Once an order is placed there is no guarantee we can modify the shipping address. If you have already placed an order and wish to change the shipping address please reach out to us as soon as possible and we will attempt to do so. However, please keep in mind that if an order is already shipped there will be no way to change the shipping address. You will not be eligible for a refund if you entered the wrong shipping address when you placed your order.
Returning Your Item
To return your item you must mail it back to our warehouse. Please get in touch with our customer service team at firstname.lastname@example.org to arrange shipment.
Your account will be credited for your refund once we receive the item in the mail at our facility.