Can I cancel or change my order?
We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.
Please contact our support team to check if changes or cancellation are possible, and give the reason you wish to cancel.
How long after ordering is my order shipped?
We typically ship all orders within 1-3 business days (most likely within 24 hours!).
Which carrier do you use?
In the US, we use USPS or FedEx. For International shipments, a local mail carrier will handle and deliver the package.
How long does it take to arrive?
We have fulfillment centers in 21 countries, including the USA, UK, Canada and throughout Europe, and the delivery timeframe depends on your location:
- USA, UK, Canada, Europe - Within 6-10 days
- International - Within 8-14 days
Our advanced routing algorithm selects the best fulfillment center to ensure timely and efficient delivery.
These timeframes are typical, and sometimes local carrier issues may mean you item arrives slightly later than this.
I didn't receive my order
Orders with multiple items may arrive in separate packaging and on different days, especially if they are fulfilled from different locations.
You will be notified via email as we ship out each item.
In the unlikely event that your order has gone missing, please contact support, quoting your order number from the confirmation email/SMS message.
We'll help track down your order.
What about customs fees/taxes?
We have fulfillment centers in 21 countries including USA, UK, Canada and throughout Europe, which often allows us to ship your items domestically or from a nearby country. This approach greatly reduces the likelihood of incurring customs fees for international orders.
USA, UK, Canada, Europe shipments - we ship from our fulfilment centers local to you and you will not be charged any customs fees.
International shipments - We do our best to help ensure your item arrives as smoothly and quickly as possible, including labeling the package with all relevant 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.
Shipping Insurance
Shipping insurance may be offered at checkout. It's provided by Route. Route will contact you with all insurance info and terms via email.
Route will inform you of the shipping and tracking for your package, regardless of whether you have purchased the insurance.
If your item becomes lost, stolen, or damaged in transit - you can file a claim with route directly at this page: https://claims.route.com
Please note - shipping insurance is non-refundable once your order has shipped.