Shipping, Returns & Refunds
Last Updated: February 18, 2025
Please ensure that you also read and understand all Policies linked in the footer of this site.
SHIPPING
During heavy shipping times such as holidays and during inclement weather, some shipments may arrive later than expected. We apologize for any delays and appreciate your patience.
Shipping prices vary based on your location, the items you ordered, and the size of the package(s) we send to you. Shipping prices you pay may also include handling and packaging fees. Some shipping methods may include tracking codes and some may not. If your package contains tracking, you will receive it in an email. If you do not receive your tracking number for a shipment, please submit a request to our customer care team using the Contact Us link at the footer of this site.
Carrier timelines for delivery to your address may vary, and all timelines we provide for delivery are estimates.
International customers may be required to pay customs and duties fees to receive the package in your location.
Certain products may be provided on a pre-order basis, in which case the estimated carrier timeline shall only become applicable once the product pre-order period has finished, and the orders are ready to ship. Pre-order timelines vary. Estimated Pre-order timelines may be clearly outlined on the product page and are estimated. If you have questions about a pre-order or other order timelines or delivery, please submit a request to our customer care team using the Contact Us link at the footer of this site.
If you return an item, you will be responsible for paying for your own shipping costs for returning your item unless the item was defective and such defect can be proven. Shipping costs from your original order are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping a return or exchange item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, and if we do not receive it, we cannot issue you a refund or credit.
Please note that due to any unforeseen circumstance, weather, holidays, or global or national issue, shipping timelines may be delayed from time to time.
Orders containing multiple items will be shipped as soon as all items are available. Orders will not be split shipped, unless otherwise specifically noted during checkout, or on the applicable product page.
Should you have any questions or concerns, please do not hesitate to contact our customer care team using the request ticket here.
Incorrect Address & Undeliverable Packages
If you enter an incorrect address at checkout and your order is undeliverable due to this mistake, we will re-ship your order only once it has been returned to our warehouse. Please note that the return timeframe depends on the carrier and may vary. We do not process refunds for undeliverable packages resulting from customer address errors.
Lost or Misdelivered Packages
If your package is marked as Delivered but you have not received it, please contact your shipping carrier to file a missing package claim. Once you receive a response from the carrier, forward us their response before requesting a reshipment.
We do not process refunds for packages marked as Delivered by the carrier but claimed as undelivered by the customer. Before reaching out, please check with neighbors, building management, or common delivery areas (such as a back porch or mailroom). If Shipping Insurance is offered at checkout, we highly recommend opting in, as any issues with delivery will be handled directly by the insurer.
Signature Requirement & Reshipment Process
Any package valued at $200 or more will require a signature upon delivery to ensure secure receipt. If your order requires a signature upon delivery and no one is available to sign, the carrier will leave a notice with instructions for redelivery or pickup. The carrier will make multiple delivery attempts or hold the package at a designated location for a limited time before returning it to us. If the package is returned due to unsuccessful delivery attempts, we will re-ship it only after it is received back at our warehouse. We do not process refunds for undeliverable packages due to missed signatures
If a package needs to be reshipped, we will attempt to use an alternate shipping method to help prevent it from being lost in transit again.
Shipping to Countries that require Tax ID/RFC/CPF or other Customs #
It is the customer's responsibility to enter their Customs # information (Tax ID, RFC, CPF, etc.) to your address at checkout. We cannot ship packages to specific locations without these numbers. Your package will not be shipped until this number is obtained, if missing from your original order.
Route Shipping Policy for Claims:
If available on the site, Route Shipping Insurance can be used if your item is lost, stolen or damaged. Route Shipping Insurance gives you protection on your orders and allows you to file a claim if something happens to your order during shipment.
How to File a Claim for Route Shipping Insurance (if available on the site when you place this order and if you opt-in to such service):
1. Open the original email from Route → click File A Claim
a. If you can’t find the original email from Route you can also click here
2. Find your Order ID or Route Insurance ID (this can be found in your original email from Route) and Email Address (the email used to complete your order)
3. Identify your claim type → lost, stolen or damaged
4. Fill out the required information regarding your claim type
5. Submit your claim
6. After submitting your claim you should hear back from a Route service agent within 24-48 hours
If you need help with filing your claim, you can contact our customer care team by submitting a request at the Contact Us link in the footer of this site.
RETURNS
Certain items are sold as non-returnable. Such items cannot be returned or exchanged unless they are proven to be damaged or defective upon your receipt.
For any item that is in fact returnable, if you would like to return the item, please file a ticket with us at the Contact Us link in the footer of this site.
To be eligible for a return, your item must be a returnable item, your item must be in the same condition that you received it. It must also be in the original packaging if it was shrink-wrapped or in a special box within the shipping box. We will require you to email us photographs of the item before issuing return information to you.
Several types of goods are exempt from being returned. Print on-demand items, perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gasses. Additionally, certain limited edition items, or other items as noted on this site may not be returnable.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase and a photograph of the state of the item(s).
Please do not send your purchase back to the manufacturer or to any other address other than the one we will provide when we have approved your return after reviewing your information and the applicable photographs of the items.
There are certain situations where only partial refunds are granted (if applicable).
Our policy lasts 30 days upon the arrival of your purchase. If 30 days have gone by since the arrival of your purchase, unfortunately, we cannot offer you a return, refund or exchange. Additionally, please note that many of our products are made on a print-on-demand basis, meaning they are produced as they are ordered specifically for your order. We will not accept returns or exchanges, or issue refunds for any items purchased that are print-on-demand items unless they are damaged in transit or defective and you can prove such damage or product issue with a photograph. If you would like to know whether or not your product is a print-on-demand item, please submit a request to our customer care team at the Contact Us link in the footer of this site.
Refunds / Store Credit
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or store credit. Some items may only be available for a store credit as opposed to a refund. If you are approved, then your refund or store credit will be processed, and a credit will automatically be applied to your credit card or store account or original method of payment, within a certain amount of days. We reserve the right to only offer store credit instead of refund options.
Late or Missing Refunds
If you haven’t received a refund yet after we have issued it, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please submit a request to our customer care team using the Contact Us link in the footer of this site.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges
We do not offer exchanges for print on demand items. We typically only replace items if they are defective or damaged and are non-print-on-demand items. If you need to exchange it for the same item due to a sizing issue, please submit a request to our customer care team using the request ticket here with all of your order information and the reason for the exchange request. We will only accept exchanges in certain cases, and only if the item is unused, or for clothing if it is unwashed and unworn. If we decide to accept an exchange, we will require emails of photographs to prove the items are unused, unwashed, and unworn. We reserve the right to refuse exchange requests. You will have to pay for the return shipping unless the item was defective.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver if applicable.
Return/Exchange Shipping
You will be responsible for paying for your own shipping costs for returning your item unless the item was defective and such defect can be proven with a photograph. Shipping costs from your original order are non-refundable. If you receive a refund, any applicable cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, and if we do not receive it, we cannot issue you a refund or credit.
We have multiple warehouse locations. Your order may ship from our locations in Michigan, Pennsylvania, California, North Carolina, Canada, UNited Kingdom, Germany, Australia, or another location. For any questions or concerns regarding our shipping locations or processes, please do not hesitate to contact our customer care team using the request ticket here.
Special Promotions
We reserve the right to not allow, or only allow partial returns or exchanges during a special promotion.
Miscellaneous
This document may be updated at any time by us.
Should you have any questions or concerns, please do not hesitate to contact our customer care team using the Contact Us link in the footer of this site.