Shipping policy
All transfers have a 5 business day turnaround time.
Orders are shipped via USPS.
Please note, it is the BUYERS responsibility to provide the correct shipping address at the time of purchase.
We are not responsible for packages lost within the USPS network. Once items leave our hands, we no longer have control over them. We do offer Route Package Protection that is automatically added to each order. Please note, if you remove that from your order, we are unable to assist with lost/damage packages.
Route Claim Filing Timeframes:
Lost item
An item is considered lost if it never is reported as delivered.
- This can also include if your order has been stuck in any shipping state OTHER than "delivered" You may report an order issue if enough time has been allowed for delivery to take place and it's well past the expected delivery date, or if your order is stuck in a shipping state other than "delivered"
Order issues are considered "lost" after 7 days without a tracking status update (20 for international) and must be filed no later than 30 days from the last update.
On orders with an Estimated Delivery Date (EDD), please file within 2-30 days of the EDD.
Damaged order
If your item arrives damaged, unusable, or in an otherwise unacceptable condition, we invite you to report an order issue right away.
- Please remember to include pictures of the item(s) and packaging. Damaged packages must be filed within 30 days from the date it was marked as delivered.
Stolen package
Order issues for packages marked "delivered" yet not received, and where there is no evidence of “porch piracy,” must be made 5 days after “delivery date,” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises.
To file a Route claim, please go here: https://claims.route.com/