Where is my order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed to you. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
My package says delivered but I don't have it.
Check your mailbox, porch, garage, and any other location where your package may have been placed. If your order has not been delivered within 24 hours of being marked as delivered, please email firstname.lastname@example.org with your order number.
What's your return policy?
We accept domestic returns and exchanges within 7 days of your order's delivery date. To initiate a domestic return, click here.
We accept international returns and exchanges within 7 days of your order's delivery date. A $20 fee will be deducted from your refund to cover shipping, duties, and taxes. To initiate an international return, click here.
Please ensure that the tags are attached, the item is unused, and packing slip is included.
What payment methods to you accept?
We accept American Express, Visa, Visa Electron, MasterCard, and JCB. We do not accept credit card gift cards or electronic gift cards. You can also make purchases through Klarna, a third-party payment partner that divides the purchase cost into four interest-free payments.
Do you ship internationally?
Yes! The countries we ship to are viewable by clicking the flag icon in the upper right corner of this page (desktop) or under the mobile menu (tablet/mobile). Some of our products are only available in select countries.
What if I received the wrong item?
We will promptly send you the correct one! Visit our domestic or international return portals to initiate an exchange. If you have any issues, please email email@example.com with your order number.
When is the next restock? How can I be notified?
Join our mailing list for exclusive drops and updates.
How do preorders work?
A preorder allows you to purchase an item that will be available at a later date. When you place your order, we will charge your selected payment method. After the order has been processed, it is not possible to change the item or payment method. The estimated shipment date is viewable on the product's page or in your confirmation email. Because orders are processed automatically, the shipping date might vary
My order has been processed, can I change the shipping address?
If your item has not yet shipped, you can use UPS My Choice® to change the destination address. Please contact firstname.lastname@example.org if your order has shipped.
Do you ship to p.o. boxes?
We are unable to send to P.O. boxes or military APO/FPO addresses at this time.
How much does shipping cost?
Shipping is calculated at checkout and determined by the size and destination of your order.
How should I take care of my bag?
Please follow the care instructions in the booklet attached to your bag.
Do you provide shipping insurance? What is Route?
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.
Green Package Protection is automatically added to your cart during checkout. For 2% of your purchase price, this carbon neutral service protects your order if it is lost, stolen, or damaged while in transit. Route donates a portion of each shipment to agroforestry initiatives that remove CO₂ from the air and promote a flourishing ecosystem.
Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.
What shipping carriers do you use?
We use UPS Ground for domestic orders and DHL Express for international orders.
Can I create an account on your website?
Yes! Click here to sign up.