If for any reason you would like to cancel your order please let us know as soon as possible by emailing us at firstname.lastname@example.org. Please include your order number and any other pertinent information relevant to your request.
If your request is received after your order has already been shipped, then we will not be able to process your cancellation. Once your order is shipped, we ask that you wait for it to arrive then contact us at email@example.com to let us know about your return. We will accept returns for un-opened decks, puzzles, and other merchandise that comes sealed, un-damaged prints or for defective items*. Once we determine your item is eligible for return we will send you a pre-paid shipping label which you can then use to return your item(s) back to us. Once we receive your return and confirm the condition, we will issue you a refund to the original payment method used to place your order.
*If the item is being returned because it arrived damaged, please let us know when you request the return label and include a photo of the damage so that we are aware.
*All sale items are final sale and are not eligible to be returned for a full refund.
Please note that we will not be able to process returns and refunds for orders that were placed more than 30 days before your return request is received.
Route Package Protection covers lost, stolen, and damaged items. We highly recommend purchasing Route Package Protection with your order so that any issues with your order can be resolved in a timely and cost-effective manner.
Review the policies to understand what lost, stolen, and damaged items Route will cover.
Note: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
When replacing an item, Route covers the subtotal of the order, the Route premium, shipping costs, and taxes. Route does not pay custom/duty fees.
For a detailed breakdown of Route's official insurance policy, please see https://route.com/insurance.
If you purchased Route Package Protection and you believe your order was lost, damaged or stolen, you can file a claim for a replacement or refund.
Enter your email and order number here: https://claims.route.com/
All issues must be reported within 60 days of the order date.
Ensure you report an issue within the respective deadlines:
Damaged: Within 15 days of when the package was marked delivered
Lost (domestic): Between 7* and 30 days from the last tracking update
Lost (international): Between 20* and 30 days from the last tracking update
Stolen: Between 5* and 15 days of when the package was marked delivered
*Route requires these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered.
We ship orders out daily with the exception of weekends and some holidays. Typically, all orders* placed on weekdays by 11 AM PT will ship out the next business day unless we are overwhelmed by a special release or sale.
*Please note any order that includes a pre-order item will not ship until the pre-order item is available. A timed-edition print is a made-to-order item and will usually require a minimum processing time of two weeks. Please check the product description for a more accurate estimate.
If you live in California, and your order is not a pre-order or timed-release print, it will likely only take one or two business days to arrive once it has shipped. If you live in other parts of the US it will take anywhere from 1 - 5 business days.
USPS International orders usually take anywhere from two to six weeks, depending on the country and time of year, shipping service selected and customs processes. USPS is experiencing service disruptions and delays due to Covid which could add even more time to the aforementioned estimate. USPS INTERNATIONAL SERVICE DISRUPTIONS
DHL is usually the quickest option but is not available for all countries. In the past, it would take 1-3 business days for your order to arrive but due to the ongoing global pandemic, DHL is currently experiencing severe delays (since they are sometimes the only courier to certain countries).DHL COVID UPDATES
If you are in Canada or Mexico, UPS may be an available option at checkout. Typically, UPS takes 3-10 business days but may also be currently experiencing delays.UPS SERVICE ALERTS
For domestic orders, delays in transit are usually an internal issue within the local post office-- this could be due to a number of factors including, not enough equipment to transport mail, road closures, understaffed facilities, and mistakes while sorting mail. Most of the time, these sort themselves out, only rarely do domestic packages get lost in transit. Please be patient if delivery is taking longer than expected.
If you purchased Route Package Protection, please file a claim here no sooner than 7 days after the last tracking update for United States domestic shipments and within 30 days from the last checkpoint.
If you did not purchase Route Package Protection and it’s been over 21 business days of inactivity, please contact us and we’ll see how best to proceed. If it has been more than 30 days since the last tracking update, we will not be able to refund your order.
International orders are unpredictable and there is little we can do to expedite the shipping process. Delays in transit could be caused by customs clearances and unpaid duties.
Once the tracking is scanned into the destination country’s postal system, the USPS no longer holds responsibility for the package-- it is now transferred over to the destination country’s postal service. Sometimes the country’s postal service website will have more up-to-date information on the tracking. However, this is not always the case as some countries are not required to scan the tracking label-- this makes it difficult for us to create an inquiry or locate your package. Sometimes after days of inactivity, the package will arrive.
If you purchased Route Package Protection, please file a claim here no sooner than 20 days for international shipments and within 30 days from the last checkpoint.
If you did not purchase Route Package Protection and it’s been over 21 business days of inactivity, please contact us and we’ll see how best to proceed.
Returned Packages: Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to us. If the package is returned to us because of an incorrect address or because it was never claimed, we will contact you. We will be able to ship it again at your expense.
If you purchased Route Package Protection, please file a claim as soon as possible. Photos of the damage may also be required so be sure to save the package and any other materials your order was shipped with. You can file your Route claim here.
If you did not purchase Route Package Protection, please send us an email with photos of the damaged item and package at firstname.lastname@example.org and we will help you get it sorted out.
Please note, if it has been over 30 days since you have received your item, we are not able to offer you a replacement or refund.
We apologize in advance for any unforeseen taxes. We recommend checking a duty calculator (this one is pretty accurate-- remember to include total cost including shipping) to see what your country’s tariff is on certain goods. Unfortunately, we cannot refund you for import taxes. We aren’t responsible for the duties that countries impose on foreign goods. It’s a federal offense to falsify customs documents-- marking items as gifts or marking the price lower than it actually is. If the customs agent decides that the item is valued higher than it’s marked at, they can re-value the item (sometimes at an inflated rate) and the buyer is then responsible for paying the duties at the new price. For both our protections, all customs documentation will be completed accurately.
If your refuse to pay duties and fees on your shipment we are not able to refund you for your order.
Please ensure that the shipping address you’ve used is verifiable by our shipping carrier and that the phone number is correct so that customs can contact you if there are fees that need to be paid. Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to us. If the package is returned to us because of an incorrect address, if duties were unpaid or because it was never claimed, we will need to charge you for shipping it a second time.
If you purchased Route Package Protection and you believe your order was lost or stolen, you can file a claim for a replacement or refund.
Enter your email and order number here: https://claims.route.com/
Most of the time a package will be scanned as delivered when it is accidentally dropped off at a nearby neighbor. Please check with your neighbors and any other areas on your property where it might have been delivered by mistake. If after one week, the package is still nowhere to be found, email us at email@example.com and we will see what we can do.
We’re so sorry if we accidentally shipped you the wrong order! Please reach out to us at firstname.lastname@example.org with the order number and a photo of the incorrect item you received.
It is possible it's in your shipment just packed away somewhere unexpected or we just simply forgot to include it. Either way, email us your order number at email@example.com and we will assist you.
Yes! If your item is undamaged, unopened and it has been no longer than 30 days since you received it, we can send you a return label to ship it back to us. Please email us at firstname.lastname@example.org with your order number and we will get the process started for you.
We try to ship out orders as quickly as possible so please let us know about your cancellation request ASAP. If your order has not been shipped by the time we receive your request, we will cancel it for you. Let us know by emailing us your order number at email@example.com