FAQ
Absolutely; depending on the item; you have the ability to personalize it with a name (Yours, Your Partner, Children etc); a message, colors , fonts and more.
Do you offer gift wrapping or gift messages?
Additionally, after your order is placed; you have the choice to add these additional services if you wish to do so.
Freight and Shipping
How soon will my order be dispatched when I place it?
All items are normally shipped out within 2 to 5 business days. We aim to dispatch your item within 2 business days if you choose Express shipping at the time of purchase.
Which carrier do you employ?
All products are shipped through USPS. Once the package arrives in your country from abroad, your local mail carrier will handle and deliver it.
How long does it take to arrive?
We ship all orders from our USA and Netherland (EU) factory. Once shipped, we see delivery happen within the following timeframe:
USA - Within 2-5 business days
Canada - Within 4-7 business days
Western Europe - Within 5-7 business days
Australia/NZ - Within 5-10 business days
Rest of the World - Within 5-12 business days
These timeframes are typical, and sometimes during holiday season, local carrier issues may mean you item arrives slightly later than this.
What should I do if my order isn't here?
Please get in touch with our support team and mention your order number from the email or SMS that served as confirmation. We'll assist you in finding your order.
Can I pay more to receive my order sooner?
At the time of purchase, you can choose Express order processing for domestic orders within the USA. When available, this will give your order priority for dispatch within 2 business days. We envisage soon enough adding Priority carrier choices for orders coming from the USA and abroad.
What about taxes or fees associated with customs?
We make every effort to guarantee that your item arrives as fast and without incident as possible, and part of that effort includes labeling the package with the necessary information for customs authorities.
It's unusual for orders of 1-2 items to attract customs fees, except in countries where there is a very low or no tax-free threshold. If fees are charged by customs, they are payable by the recipient.
Offer shipping insurance, please?
At checkout, customers can purchase shipping insurance. Route.com provides it. Route will email you all of the insurance information and terms.
Regardless of whether you paid for the insurance, Route will keep you updated on the shipping and tracking of your package.
You can register a claim with Route directly at this website: https://claims.route.com if your item is stolen, lost, or damaged during transit.
Please be aware that after your order has shipped, shipping insurance is not refundable.
Exchanges or/and Cancellations
Can my order be changed or canceled?
All orders are put into production as quickly as we can. If production hasn't started yet, depending on when your order was placed, cancellation can be an option.
To see if adjustments or cancellations are possible, please get in touch with our support team and explain your situation.
What should I do if my stuff is faulty or damaged?
If you received any things that were broken, flawed, or the wrong item, please send a picture of the problem to our support team.
We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.
Can I refund my purchase?
We really hope you enjoy the product you bought. Please get in touch with our support team for help and clarification if you have any questions about it or are considering returning it.
Please note, personalized items may be subject to a deduction from the refund amount as they cannot be restocked.
What if my item doesn't match the description online?
This happens extremely infrequently. While we make every effort to accurately depict all designs and goods, some listings use lifelike drawings rather than photographs to portray how the item will appear.
It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.