FAQs
How do I return my order?
To submit a return request please click here and follow the steps below:
- Login to your account by entering your email address, and then click continue.
- The email address you entered will immediately receive a six-digit verification code from our store. Open the email and copy the code provided.
- Paste the six-digit verification code in the required field on our website, and then click submit.
- Click on the order number your return request is for, then select which item(s) you’d like to return and a reason for your return.
- Lastly, click Request Return.
If your return request is approved, please note $10.00 will be deducted from your refund amount for a shipping / restocking fee.
To check if your order is eligible for a return, click here.
Can I exchange an item?
We do not offer exchanges as we cannot guarantee the availability of item(s). However, you can always request a return and use your store credit to place a new order for the item you wish for instead.
Can I return sale items?
All sale items, accessories and vintage items are FINAL SALE.
How long after I receive my order, can I make a return?
We gladly accept returns that are requested within 14 days of your order delivery date.
How do I file a claim with Route if my order is lost, stolen, or damaged?
If you included package protection in your order, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or click here. To file a claim, you will need your store order number or Route ID number, and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here.
How does Route process refunds or reorders?
When a claim is reported and resolved, your product will either be reordered or refunded depending on in-stock availability and the percentage of discounts received.
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded.
For more details on what to expect in an Order Issue Resolution, please click here.
When do I have to file a claim?
Lost Packages
- Claims for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no earlier than 7 days after the last tracking update and no later than 30 days from the last checkpoint for United States domestic shipments (20 days for international shipments, including Canada, unless a Canadian merchant is shipping within Canada, in which case the 7-day domestic shipment timeline applies).
Stolen Packages
- Claims for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises.
Damaged Packages
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 days from when it was marked delivered.
For a detailed breakdown of Route’s coverage criteria, you can view their policies here.
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