FAQS

SHIPPING
How much does shipping cost?
      Shipping costs vary depending on the weight of the product, the number of items in your order, and your specific location. Your shipping cost is automatically calculated at check out based on these factors.
What is Route?
      Route is premium package protection and live tracking for your order. If your item is lost, stolen, or damaged, you can get a replacement or refund in no time. Route also offers a live tracking app that shows you exactly where your package is when it's scanned on a responsive map.
ORDERS
Who do I contact if I have a problem or question about my order?
      If you have any additional questions about your order or our products, please create a ticket. You can reach us with emali. Please keep in mind that we always aim to reply within one business day of receiving your message; however, response time can fluctuate depending on volume. If we receive a high number of messages at one time, it can take up to several business days to respond, so we appreciate your patience.
I think my order is lost in transit, what do I do?
      Generally, we require customers to wait weeks after their last tracking update before assuming their package is lost in transit. It’s common for packages to arrive during, or even after, this window of time. Because we operate with limited quantity items, we want to be certain that your item is truly lost before going forward with a replacement.
Can I cancel my order?
      All sales are considered final, but we can process cancellations on a case-by-case basis. There is no guarantee we can cancel your item because we manufacture products based on pre-order quantities.
How do I change my address?
      You can now change your address on pending orders without the help of an agent. All you have to do is log in and go to your account. Click on the unshaped order you'd like to change, then click on the "UPDATE SHIPPING ADDRESS." You must repeat this for all unshaped orders. If you are moving out of the country, please open a support ticket so an agent can assist you.