Changes to the order - Cancelation - Refund - ReturnUpdated 3 months ago
Changes or cancellations to orders must be made at least 1 day (by 1 PM PT) in advance of the shipping date and may be made by email or by phone.
If you need to cancel an order for which you have received a shipping confirmation, please call us before 3 PM PT to inquire if this is still possible.
Orders cannot be canceled once shipped.
Please inspect your package and products as soon as they arrive at your door!
If your package has arrived damaged or tampered with, please take photos of the damage and contact Route (Please search for Shipping insurance - Route to learn more) or our Customer Service Department. Any delay in contacting the carrier and our Customer Service Department makes it more difficult to file a claim.
Please keep ALL packaging and items EXACTLY AS THEY ARRIVED until advised otherwise by our Customer service team. You may be asked to return the product. In the case of the return, we will email you a return label and schedule a UPS/FedEx pick-up for the following shipping day (Mon-Thur) from your address. You will be provided with a time frame for the pick-up and asked to box the products, ice back in the box it arrived in and tape the box along with the return label and leave the package outside your door for the pick-up.