Q: Where do you ship from?
A: All orders ship from Muskegon, Michigan
Q: What carriers do you use?
A: We ship every business day with USPS and FedEx. UPS picks up every Monday & Friday. Your order will be shipped by the method you select during checkout. If your carrier charges less than you paid for the shipping method selected, we will refund the difference.
Q: How long will it take for my order to ship?
A: Orders are typically processed within 3-5 business days. When your package ships, you will receive an email notification with a tracking number. Exceptions are during high-volume times, when processing time make take 5-7 business days.
Q: Since my order hasn't shipped, can I add to or change my order?
A: Unfortunately, we can not change an order once it has been placed. We suggest placing another order if you would like to add on items, and if possible, we will combine the orders.
Q: What if my order is wrong or item(s) are damaged?
A: If you have an issue with an order you have placed with us and are missing item(s) or have any damage to your item(s) you must contact us via email to firstname.lastname@example.org within 2 business days of your order being marked delivered by the shipping carrier. After this amount of time your order will be considered to have been received complete and correct.
Please include in your email your order number and photo documentation including packing slip and all items received in package. If you are filing a claim or have issues with your order, you will need photo documentation for both processes, so please do not throw out ANY packaging or shipping materials until after your issue is resolved. Failure to provide the photo documentation will result in us being unable resolve your issue.
Q: What should I do if my package doesn’t arrive?
A: Once the package ships, the carrier is responsible for the delivery of your package. If your package is lost, you may file a claim with the carrier.
Q: What if I ordered something that is out of stock?
A: If we are unable to fulfill an item(s) you ordered due to being out of stock, we will refund the amount for the out of stock item(s).
Q: Is my package insured?
A: Your package is insured up to $50 with Priority USPS or $100 with UPS & FedEx. First Class & Parcel Select USPS is not insured through USPS. Route+ package insurance is offered on our website for a small fee, it insures your entire purchase amount.
Q: How do I reach customer service?
A: You can reach customer service by emailing email@example.com. We are in the office from 8:00 a.m. to 5 p.m. Eastern Standard Time, M-F, and respond to emails during those hours.
Q. How does Afterpay work?
A: You can fill your cart with between $30-$1000 of product. When you go to checkout, you can choose Afterpay as your payment method. You'll be redirected to their website to complete the purchase. No credit check is done. You will need a debit or credit card to be stored for automated payments. Your total will be split into four equal installments, with the first installment due at the time of purchase, and a payment withdrawn every two weeks for six weeks. We ship as soon as you order! If you return an item purchased through Afterpay, the refund will be applied to your balance and taken off your final payment. Afterpay is a third party vendor. They can be reached at (855) 289-6014.
Q: When will my items be delivered if I use Afterpay?
Q. How do I file a claim with my Route+ insurance if my package is lost, damaged, or stolen?
A: Go to https://claims.route.com/ to get the claim process started. You will need your order number along with some other order details, so have that information available.
Q: Are returns/exchanges allowed?
A: Sorry we do not accept any exchanges or returns.
Q: What day do you restock? When will a certain item be back in stock?
A: There is no specific restock days. Items are ordered and shipped by supplier as they become available. The best way to order something specific, is to join the Facebook group and purchase the item(s) during a buyin.
Q: What is a buyin?
A: A buyin is basically a preorder. When you purchase a buyin item, the expected date that it will be in is in the item description. These are estimated times, but may sometimes be delayed to unexpected delays from supplier. When placing a buyin order, make sure you DO NOT add any ready to ship items to the order. Only buyin items should be ordered together. Please make sure to read all description of the buyin item(s) prior to purchase.