Why have I not received my refund?
We always recommend that you check your bank account/easy pay account to see if that refund has been initiated. Be sure to allow for 5-7 business days before expecting that reimbursement.
Where is my order?
We always suggest to check the tracking number associated with your order first to see if that tracking number has any insight for you. We have the same info as you to figure out where your package is with the tracking number. If tracking shows it was delivered but it has not, we suggest to wait a few days as USPS is currently experiencing issues with this.
Another important note is to see if your item you ordered was on "backorder" at the time of the order. This will be noted right next to the product name in a format such as (SHIPPING XXXX)
If you have any other questions regarding the status of your order, don't hesitate to reach out to us via email or phone.
How long will it take for me to receive my package?
We always hope that you will receive your package within 3-5 business days, however, due to COVID we have seen packages take up to 2 weeks to reach the customer. If you live outside of the country, shipping can take up to 30 days to be received. We truly appreciate your patience during this process.
How much does it cost for international shipping?
This varies depending on the country that you are shipping to. Each country has its own customs fees, as such, we do not have any information regarding those costs. Feel free to reach out to your local customs to find out more.
Do you ship to my country?
We ship to all countries that do not currently have restrictions on COVID. As such, there are a few countries that are not allowing the United States to ship to their country. We hope that in the future we will be able to ship to you.
What is Route shipping insurance?
Route charges between $0.98-$4.15 for our shipping insurance coverage. Essentially, once a package leaves our facility and gets into the hands of the carrier, or USPS in this case, the responsibility of the package becomes that of the carrier. So, if a package is lost, damaged, or stolen you would have to take the claim to USPS to get a replacement, refund, etc. Since USPS can take a long time to process claims we offer the shipping insurance at checkout through a 3rd party. So, if something happens to the package then we would be able to take it up with our insurance partner and get it taken care of easier and quicker than if it was USPS. You can learn more about this in our shipping terms here: