Returns - Exchanges

WHEN WILL I RECIVE MY ORDER? For specific shipping estimates, please see each product description as shipping and production times vary by item. Most of our made-to-order items ship within 4-6 weeks. Please note that this does not include time in transit. (See Shipping Policy above for more details on how this works.)

As soon as your order is ready to ship, you will receive an email with tracking information. The shipping method you select at checkout will determine how quickly your order will arrive once it leaves our warehouse. Transit times may vary depending on the shipping method chosen at the time of purchase, the total distance between our warehouse and you, and whether your shipment is domestic (US) or international (everywhere else). Please note that if you purchased items with different shipping estimates, we will ship your order when all items in your order are ready to ship.

WHY DO SOME ITEMS HAVE 3 DAY SHIPPING? Some of our items are in stock and arrive with 3-day shipping. 3 day shipping does not include processing time and refers to 3 business days.

If you purchase multiple items with different shipping estimates, we will ship your order when all items in your order are ready to ship. We recommend placing multiple orders if the items you are interested in have different shipping estimates on their product pages.

WHERE IS MY TRACKING NUMBER AND WHEN WILL I RECEIVE IT? Domestic and international customers will receive a shipping confirmation email containing your tracking information once your items are ready to ship. Please remember that all of our items are made to order and shipping may be delayed during new product releases and holidays.

If you purchased Route shipping insurance at the time of purchase, you can download the Route mobile app for iOS from the App Store or for Android from Google Play to visually track your package and receive real-time notifications about its estimated delivery. Check your Route confirmation email for your tracking number and troubleshooting details.

WHERE IS THE REST OF MY ORDER? Although we try to ship items together, we may ship some orders in multiple packages as production times sometimes vary for our made-to-order items. You will receive a second tracking number for the rest of your order as soon as it is ready to be shipped.

MY ORDER ARRIVED DAMAGED Complete the contact form indicating your case. We will contact you to evaluate the situation and give you a quick response.

I ENTER THE WRONG ADDRESS AND THE PACKAGE IS NOW BEING RETURNED TO THE SENDER. WHAT ARE THE NEXT STEPS FOR MY PACKAGE TO BE RESHIPED? In the event that a package is returned to sender, we will contact you to resolve any address issues. Once we have the corrected address and the package has arrived at our warehouse, we resend the order in 5 to 7 business days.

HOW CAN I CHANGE MY SHIPPING ADDRESS? If you believe you entered your email or shipping address incorrectly at the time of purchase, please contact our customer service team as soon as possible and we will be happy to assist you. It is important that you contact us quickly to accommodate address change requests.

Changes are not confirmed until you have received confirmation from a member of our team and must be received as soon as possible to be accommodated.

DO YOU SHIP INTERNATIONALLY? If we do it. We use USPS, FedEx and DHL. Check with your local carriers to make sure those companies deliver to your area, as there are carrier-dependent exceptions.

WHY AM I CHARGING IMPORT TAXES? All international packages may be subject to import duties, fees and taxes upon delivery, which are the sole responsibility of the recipient. This charge is determined by your local customs authority, and payment of these fees is mandatory if you wish to obtain your shipment. Please check your country's customs website for more information.

We are not responsible for any import duties, fees or taxes required by customs.