The tool bar at the top of the page will indicate when your order qualifies for free shipping. Your order subtotal needs to reach the amount indicated, and it does not include any discounts or coupons.
WHEN DO ITEMS SHIP?
Most orders are generally fulfilled and shipped within 1-2 business days. You can also check the status of your order by clicking on the "My Account" link at the top of the page. If you checked out as guest, you can create an account and see your orders. We will e-mail tracking information as well.
ROUTE ENHANCED TRACKING + SHIPMENT PROTECTION
By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout. Cases are usually resolved within 24 hours.
* Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 (20 for international) days and within 30 days from the last checkpoint.
To file a claim, visit https://claims.route.com
Download the route app.
WHAT IF MY SHIPMENT HASN'T ARRIVED?
We recommend calling the carrier (in most cases, your local post office) who can trace your package more accurately. Many times misdelivered packages show up within 72 hours. Reach out to customer support if you require further assistance.
WHAT IS YOUR RETURN POLICY?
All on-line refund requests must go through on-line customer support. Please do not return on-line purchases at retail locations. We will accept most returns within 30 days of purchase. See details below:
PRODUCTS (I.E. TEAWARE)
Please report damaged shipments immediately including a picture. Otherwise, all products must be in original condition and in the original packaging. Due to the fragile nature of glass, we cannot warranty glass products that have been used. If you believe the product to be defective, please reach out to customer service for resolution.
We will accept returns on tea that have not been opened, excluding samples. We recommend purchasing samples before committing to larger sizes. If you believe the tea has quality issues, please do not throw away the tea and reach out to customer service as soon as possible.
Customers are responsible for return shipping for items purchased in error or have changed their mind.