If for any reason you would like to cancel your order please let us know as soon as possible by emailing us at firstname.lastname@example.org. Please include your order number and any other pertinent information relevant to your request.
If your request is received after your order has already been shipped, then we will not be able to process your cancellation. Once your order is shipped, we ask that you wait for it to arrive then contact us at email@example.com to let us know about your return. We will accept returns for un-opened decks, puzzles, and other merchandise that comes sealed, un-damaged prints or defective items* if it has been no more than 30 days from the original delivery date. Once we determine your item is eligible for a return you can ship your item(s) back to us. After we receive your return and confirm the condition, we will issue you a refund to the original payment method used to place your order for the cost of the items. Shipping fees are non-refundable.
*If the item is being returned because it arrived damaged, please let us know as soon as possible by emailing us photos of the damaged item(s) and/or package it was shipped in so that we are able to file a claim and send you a refund or replacement.
*All sale items are final sale and are not eligible to be returned for a refund.
Please note that we will not be able to process returns and refunds for orders that were placed more than 30 days before your return request is received.
For U.S. visitors, please enter your address at checkout to preview the shipping options available to you.
For non-U.S. visitors please check that your country's flag appears in the upper right corner of our webpage. Having your country selected will assure that the correct duties, insurance and shipping options are applied to your order.
If you are not able to select a shipping option at checkout or feel that the shipping rates shown to you are inaccurate, please send us an email at firstname.lastname@example.org to assure that we have the most current shipping options available.
Most orders ship within 2 business days with the exception of holidays and special release items such as Pre-Orders, Timed-Release Edition prints, and some New Limited Edition prints. Check the product descriptions of these product types for more accurate shipping timelines.
For domestic orders, we use USPS First Class Shipping, USPS Priority Mail and UPS Ground. Enter your address at checkout to view the shipping options available to you.
Once your package ships, it will typically get to you in 2-5 business days.
For non-U.S. orders, we use DHL Express. Please note that depending on your location, duties and taxes may or may not be included in your order total. If these fees are included in your total, it will be clearly stated at checkout. For orders that have duties and taxes pre-paid, no additional duties or taxes will be asked of you at the time of delivery.
Shipping to most non-U.S. locations takes 2-5 business days however, due to the ongoing pandemic, shipping timelines can fluctuate. Check here for current shipping timelines: https://www.simplydhl.com/covid-19updates
Something's not right!
Please get in touch with our team if your package does not appear to be moving for more than 20 days. All issues must be reported within 30 days of the ship date to be eligible for a replacement or refund. We apologize for this inconvenience.
Route Package Protection covers lost, stolen, and damaged items. We highly recommend purchasing Route Package Protection with your order so that any issues with your order can be resolved in a timely and cost-effective manner.
Review the policies to understand what lost, stolen, and damaged items Route will cover.
Note: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
When replacing an item, Route covers the subtotal of the order, the Route premium, shipping costs, and taxes. Route does not pay custom/duty fees.
All issuesmust be reported within 60 days of the order date.
Ensure you report an issue within the respective deadlines:
Damaged: Within 15 days of when the package was marked delivered
Lost (domestic): Between 7* and 30 days from the last tracking update
Lost (international): Between 20* and 30 days from the last tracking update
Stolen: Between 5* and 15 days of when the package was marked delivered
*Route requires these wait-to-file periods for stolen and lost orders as packages are sometimes delayed in transit or prematurely marked as delivered.
Delays in transit are usually an internal issue within the local post office-- this could be due to a number of factors including, not enough equipment to transport mail, road closures, understaffed facilities, and mistakes while sorting mail. Most of the time, these sort themselves out, only rarely do domestic packages get lost in transit. Please be patient if delivery is taking longer than expected.
If you purchased Route Package Protection, please file a claim here no sooner than 7 days after the last tracking update for United States domestic shipments and within 30 days from the last checkpoint.
If you did not purchase Route Package Protection and it’s been over 21 business days of inactivity, please contact us and we’ll see how best to proceed. If it has been more than 30 days since the last tracking update, we will not be able to refund your order.
International orders: International orders can be unpredictable and there is little we can do to expedite the shipping process. Delays in transit could be caused by customs clearances and unpaid duties. If your order has not moved in more than 7 days, pleasecontact usfor assistance.
Returned packages:Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to us. If the package is returned to us because of an incorrect address or because it was never claimed, we will contact you. We will be able to ship it again at your expense.
When navigating our site from outside the U.S. be sure to have your country's flag selected in the upper right corner of the screen. This will assure that all prices are converted to your currency. Unless your country is in the list below, duties and taxes will be included in your order total and paid for upfront. Having these fees pre-paid guarantees that no additional taxes and fees will be asked of you at the time of delivery.
Duties & Taxes are not included for the following countries:
Please ensure that the shipping address you’ve used is verifiable by our shipping carrier and that the phone number is correct so that customs can contact you if there are fees that need to be paid. Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to us. If the package is returned to us because of an incorrect address, if duties were unpaid or because it was never claimed, we will need to charge you for shipping it a second time.
If you purchased Route Package Protection and you believe your order was lost or stolen, you can file a claim for a replacement or refund.
Enter your email and order number here: https://claims.route.com/
Most of the time a package will be scanned as delivered when it is accidentally dropped off at a nearby neighbor. Please check with your neighbors and any other areas on your property where it might have been delivered by mistake. If after one week, the package is still nowhere to be found, email us at email@example.com and we will see what we can do.
RETURNS, REPLACEMENTS, AND CANCELLATIONS
Yes! If your item is undamaged, unopened and it has been no longer than 30 days since you received it, please ship it back to us for a refund. Once we receive the item and confirm that it is in the same condition it was sent, we will send you a refund for the cost of your items (shipping is non-refundable).
Please email us at firstname.lastname@example.org with your order number and we will get the process started for you.
We try to ship out orders as quickly as possible so please let us know about your cancellation request ASAP. If your order has not been shipped by the time we receive your request, we will cancel it for you. Let us know by emailing us your order number at email@example.com
If you purchased Route Package Protection, please file a claim as soon as possible. Photos of the damage may also be required so be sure to save the package and any other materials your order was shipped with. You can file your Route claim here.
If you did not purchase Route Package Protection, please send us an email with photos of the damaged item and package at firstname.lastname@example.org and we will help you get it sorted out.
Please note, if it has been over 30 days since you have received your item, we are not able to offer you a replacement or refund.
We’re so sorry if we accidentally shipped you the wrong order! Please reach out to us at email@example.com with the order number and a photo of the incorrect item you received.
It is possible it's in your shipment just packed away somewhere unexpected or we just simply forgot to include it. Either way, email us your order number at firstname.lastname@example.org and we will assist you.
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