FAQ

 

What is your return policy?

We want you to be completely satisfied with your purchase! If you need to return an item, we offer a 14-day return policy from the date of delivery. Please visit here for more details.

My order says delivered but it did not arrive. What should I do?

Once your order has shipped and handed over to the carrier, we are no longer responsible for the delivery. Please contact the carrier directly or if you have purchased shipping insurance through Route during checkout you are able to contact Route directly. 

Lost Package & Mail Fraud Policy:

We take package tracking and mail fraud extremely seriously. All orders are shipped via USPS with tracking and delivery confirmation. Once a package is marked delivered by USPS, it is considered fulfilled.

If a customer reports a package as missing after it has been confirmed delivered by USPS, we will take the following steps:

1. We will immediately file an investigation with USPS to trace the delivery, including GPS tracking data from the mail carrier.

2. We will contact the buyer’s local post office directly to verify delivery and obtain a delivery scan location.

3. All claims of “missing packages” where delivery is confirmed will be reviewed for fraud and reported to the U.S. Postal Inspection Service if suspicious activity is suspected.

📬 Mail fraud is a federal offense under Title 18, U.S. Code, Section 1341, and is punishable by fines and/or imprisonment.
We pursue all fraudulent claims to the full extent of the law to protect our small business and honest customers.

If you believe your package was misdelivered, we recommend contacting your local post office directly or checking with neighbors and around your property first.

 

How do I use Shop Pay?

Start by adding items to your cart. At checkout, you'll have the option to choose Shop Pay under Express Checkout, or select it in the payment section. The first installment is due at the time of purchase, with the remaining three payments scheduled for 2, 4, and 6 weeks after your order. You can make these payments manually or set them up for automatic payments. Plus, you can pay off the balance early or in full without any penalties. After you apply for Shop Pay Installments, Affirm will review your application. You'll receive an email from Affirm (shoppay@shop.affirm.com) to the email address you use for Shop Pay, letting you know whether you're approved. This email might go to your spam or junk folder, so remember to check those folders too.

For additional details on SHOP PAY INSTALLMENTS, Click Here.

How do Shop Pay payments work?

You can divide your order total into 4 equal payments, with the first payment due at checkout. Orders must range from $50 to $3,000 USD, including taxes, shipping, and discounts. To be eligible for Shop Pay, your shipping address must be within the United States.

What is your return policy?

We want you to love your purchase! If you’re not completely satisfied, we offer a 14-day return window from the date of delivery. Item MUST be in original condition with tags attached. A small 3% restocking fee applies to all returns.

Please note that custom orders are final sale and not eligible for return.