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FAQ

ORDERS


Where's my order number / order confirmation?

Make sure to save your order number for your records at the time of checkout.

Once your order has been placed, we will confirm receipt of your order to the email address provided at checkout. The order confirmation acts as an invoice and also includes your order number and all relevant details.

Please check your spam folder if you do not see your order confirmation in your inbox. If you didn't recieve a confirmation email, it's possible that you entered the email address associated with the order entered incorrectly.

If you believe that you have entered your email address incorrectly, please contact our customer service team as soon as possible, and we'll be happy to help.

 

Can I change, cancel, or combine my order?

Once an order has been placed, it cannot be modified or canceled.

We are not able to update sizing, add items, or combine shipping for multiple orders. For limited, exclusive releases, we reserve the right to limit quantities per order and/order customer.

 

How long will it take to receive my order?

Refer to the product description for an estimated timeframe for production, processing, and shipping of our apparel. Shipping estimates do not account for time in transit. Shipping and delivery dates on made-to-order items are not guaranteed unless otherwise noted.

Once your order is ready to be shipped, tracking information will be sent to the email address provided at checkout.

While we make every effort to communicate accurate delivery estimates, unanticipated production delays may occur. Transit times will vary based upon distance, shipping carrier, and whether your order is being shipped internationally. 

 

I entered my email or shipping address incorrectly at checkout. How do I change it?

If you think that you may have entered an incorrect email or shipping address at checkout, please contact our customer service team as soon as possible, and we'll be happy to assist you. It's important that you contact us promptly in order 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 in order to be accommodated.

 

 I received the wrong size/wrong item.

If you have received the wrong size or item, please reach out to our customer service team with your name and order number, as well as photos of the incorrect item. Our team will be happy to help make things right!

 

What happens if you run out of stock of an item I've already ordered?

We make every effort to ensure inventory is accurate. However, in rare cases, an item may run out of stock after your order is placed due to server errors. If this occurs, we may take a second to produce the item, refund or issue store credit for the amount of the item.

RETURNS AND EXCHANGES

What's your return/exchange policy?

All sales are final and are not eligible for return or exchange.

If there is a defect or another issue with your order, reach out to our customer service team. Please be sure to include your full name, order number, and photos of the issue so that we may better assist you.

If you believe an item to be defective or damaged in transit and you purchased Route at checkout, please contact Route at claims.route.com in order to start your claim process.

SHIPPING

What are you shipping policies?

All shipping estimates listed on product descriptions as "Ships in" reflect the approximate production, processing, and fulfillment timelines for each item. These estimates do not account for time spent in-transit.

Once your order has been fulfilled and is shipped, tracking information will be provided via the email associated with your order.

Transit times will vary based upon a few different conditions, including but not limited to:
• Total distance between us and you
• Whether your parcel is a domestic (USA) or international (everywhere else) shipment
 

 

Where is my tracking number, and when will I receive it?

Domestic and international customers will receive a shipping confirmation email containing their tracking information once item(s) are ready to ship. Please remember that all of our items are made-to-order and that shipping may be delayed during new product releases and holidays.



If you purchased Route shipping insurance at check out, you can download Route’s mobile app for iOS from the App Store or for Android from Google Play to visually track your package and receive real-time notifications on its estimated delivery. Please refer to your Route confirmation email for tracking number and issue resolution details.

 

My order arrived damaged.

When completing your order, Route–a package and protection solution–is automatically added to your cart to give you a seamless delivery experience.

If your order arrived damaged, please contact Route at claims.route.com in order to start your claim process. If you did not purchase Route at checkout, please contact us immediately upon receiving your item with your name, order number, and photos of the item so that we can evaluate the issue and help make things right.

 

What is Route Package Protection?

We’ve partnered with Route–a package and protection and tracking solution–to give you a seamless delivery experience.

Route is premium package protection for your online orders. When you add Route at checkout, you can easily file claims for lost, stolen, or damaged packages with one-click refunds and reorders.

If you have purchased Route and need to file a claim, you can do so at claims.route.com.

The Route App allows you to visually track all of your online orders in one place. For tracking numbers, dynamic maps, and real-time shipping updates, download the app now on the App store or on Google Play.

 

What if I didn't purchase Route Package Protection?

If you choose to opt out of Route Package Protection by removing it from your cart at checkout, please be aware that once your order leaves our warehouse, we are not liable for lost, damaged, or stolen packages.

We recommend contacting your shipping carrier directly should you encounter any issues with delivery.

 

I entered the wrong address, and the package is now being returned to sender. What are the next steps to have my package reshipped to me?

In the event that a package is returned to sender, please reach out to us to resolve any address issues. Once we have the corrected address and the package has made it to our warehouse we will re-ship the order in 5 to 7 business days.

 

How do I change my shipping address?

If you think that you may have entered an incorrect email or shipping address at checkout, please contact our customer service team as soon as possible, and we'll be happy to assist you. It's important that you contact us promptly in order 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 in order to be accommodated.

 

Do you ship internationally?

Yes, we do. We use USPS and Fedex, please check with your local carriers to make sure those companies deliver to your area, as there are carrier-dependent exceptions.

 

Why am I being charged for duties?

All international packages may be subject to duties, fees and import taxes upon delivery, which are the sole responsibility of the recipient. This charge is determined by your local customs authority, and your payment of these fees is obligatory if you wish to obtain your shipment. Please check your local customs website for more information.

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

 

PAYMENT AND GIFTCARDS

What methods of payment do you accept?

We accept all major credit cards. All payment methods accepted are listed at checkout.

At this time, we do not accept PayPal.

 

Why was my credit card charged multiple times?

Once your order has been placed, the funds allocated for that purchase will temporarily be put on hold–you may see them as "Pending" on your statement. This is not an official charge. This standard pre-authorization period ensures that there are sufficient funds to complete the transaction.

The order total will only be deducted from your account once funds have been verified by your card issuer. At this point, the order is approved and will be prepared for production. The pre-authorization charge will then automatically be voided/released from your account.

Please note that if you attempt checkout multiple times, your card will be authorized multiple times.

 

How do I use my giftcard or discount code?

After you press the "checkout" button, there's a text box where you can enter your gift card or discount code prior to pressing "pay now" and completing your order.

Please note: we are unable to retroactively apply gift cards or discounts once your order has been placed. Not to worry, you will be able to use them on future orders!

 

Do giftcards expire?

Giftcards never expire, so you can use them at any time.

 

PRODUCT 

Size Chart

Found in our footer menu

 

Care Instructions For Cut & Sewn Items

1. Turn Hoodie Inside Out

2. Cold Water Low Spin Speed Or No Spin

3. Air Dry Setting On Dryer Or Hang Dry

4. Iron Hoodie

5. Fold Or Hang Dry


For additional information about our products, please refer to the individual product's description or the neck tag inside the garment.