FAQs
Shipping
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Yes, we ship worldwide! For international orders- customs fees may apply. We also have a currency converter app on the right side of the website (top or bottom will depend on your web browser). This drop down menu shows “USD” as the selected option. Click in this space to change to your local currency. If you don’t see yours listed, please reach out to our customer service team for assistance.
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All orders are subject to a processing time of two to three business days before shipment. Please note that business days are Monday through Friday and exclude federal holidays.
Free shipping for USA based orders have an average shipping time of 6-7 business days. For international orders it is very difficult to predict shipping times due to customs but typically this takes 10-15 days. There may be delays due to the customs process which is out of our control.
Do note that this time frame specifically is referencing how long a shipment will take after it is fulfilled and before it is delivered.
Items that are purchased as part of a product launch or pre-order may be subject to different processing and shipping time frames. Please refer to the item listing for the most up to date details if you are shopping during a restocking event.
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Route Shipping Insurance is added to every consumer’s cart prior to purchase. While you always have the option to opt out of this, we strongly recommend this service. Route offers troubleshooting for lost or damaged shipment, including but not limited to refunds, replacements etc. You can file a claim for a Route protected order by visiting claims.route.com or downloading the mobile app for iPhone / Android.
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Sometimes international orders accrue customs fees at the country of delivery. This is based on the laws of the receiving country and unfortunately this is not something we are able to control. Before purchasing we highly suggest that you research your country’s importing and customs fee regulations.
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Currently, domestic (US) orders are eligible for free shipping over $75 (after any discounts are applied). International orders unfortunately do not have a free shipping option right now, but we hope to find more options for this in the future.
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Right now, there are several factors influencing international shipping rates, including fuel prices, inflation and a lack of shipping employees. Our current international shipping rates are established directly by shipping carriers and are not something our team can control. We know this is a challenge for our international community. As a team we are continuing to explore all possible options to improve this experience in the future. One future goal is to expand to utilizing international warehouses, however as a small business this does take time to develop. We appreciate the support of our community during this time of growth!
Product / Order Information
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Currently our products are ethically made in China. This includes but is not limited to the working conditions within our production locations and the treatment of factory employees. We value being a brand that strives to keep our environment safe, and that includes taking care of those who work for us or our partners.
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You can make a cancellation request to an order that has not shipped by visiting the chat widget on the bottom of the web page. Fill in the requested information and select “cancel order”. This will allow you to address this cancellation immediately. For returns or exchanges visit the chat widget and follow instructions to request a return label.
Account Information
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Creating a customer account allows you to track your order history and accrue loyalty points for each purchase. Loyalty points are earned with each order, in addition to engaging with us via social media and more. Loyalty points can be redeemed for future discounts or free gifts.
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Customer service can reset your password and email you a link with temporary account access. This will allow you to reset your login information. If you did not previously create an account our team can also provide you with a link to create one.
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Unfortunately, an order cannot be retroactively linked to your customer account. However, you can reach out to our support team to transfer over any loyalty points you would have earned from that past purchase. (Limited to the last twelve months)