Shipping policy

{ ROUTE PACKAGE PROTECTION }
We are excited to have partnered with Route App for all of our package insurance and protection. The Route Team becomes an extension of our customer care team and will work quickly to resolve any order issues for you. Up to 40% of the issues will be resolved instantaneously with either a reorder or a refund! The other issues will be solved in 1-2 business days
PLEASE NOTE: If you do not select Route Package Protection at the checkout, your package will not be covered in the case of loss, damage, delay or theft.  All package enquiries will be handled by Route App and purchases without Route App will not be eligible for any refunds, replacements or store credits. Please see below for more Route Information. 
{ COVID-19 SHIPPING UPDATES }
PLEASE ANTICIPATE SOME DELAYS DURING COVID-19 ON ALL DOMESTIC AND INTERNATIONAL ORDERS. We appreciate your patience during these unprecedented time. We will not issue refunds due to delays during the pandemic.

For information regarding your countries ETA / delays during COVID you can view this link for daily up-to-date information: [https://bit.ly/35nx8Le]
 
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{ SHIPPING POLICIES }
We're excited to announce, every order can now be carbon offset at the checkout! Your carbon offset contribution will be allocated to the global environmental project closest to your location. See our Eco Initiatives for more information. 

Your order will be dispatched within one to three business days. 
Please note that during Holiday or Sale periods this timeline is an indication only. We appreciate your patience and understanding.
* This excludes Pre-Order items

Worldwide Shipping
International Parcels can take anywhere between 5 and 20 business days to arrive depending on the selected shipping service (standard/express) and location (country, and whether it is metro or rural). All items are shipped with insurance and tracking. Below delivery times are in business days and are estimates only. 

Country  Standard Delivery Est.  Express Delivery Est. 
Australia
8 - 12 days
n/a
United States  8 - 12 days 5 - 8 days 
United Kingdom 6 - 10 days  4 - 6 days 
Canada  10 - 15 days  8 - 12 days
Europe  8 - 12 days 

5 - 8 days (select countries)
Middle East  10 - 15 days n/a
Japan  5 - 8 days  n/a
China 3 - 5 days  n/a 
South America 8 - 20 days  n/a
Eastern Europe 6 - 12 days  n/a
ROW 10 - 15 days n/a



Additional Information - 
Taxes & Duties: International delivery costs do not include any taxes or duties which may be applied by customs at the destination country. Any taxes or duties incurred are the responsibility of the delivery recipient. In accordance with Australian export regulations, we are required to declare the exact value of all items. For more information on taxes, duties and customs regulations, we recommend contacting your local customs office directly.If the receiver refuses to pay taxes and duties, the item(s) will be returned to sender and the order will be refunded, excluding the return and original shipping fee.  

Shipping Address: Please enter your shipping address correctly, as once your order has been received and dispatched, we can not alter address details and you will be charged the standard applicable postage rate to resend if it is returned to sender. 

Responsibility: Once items have been shipped, they become the property and responsibility of the purchaser. If a product is misplaced, it is the purchaser’s responsibility to liaise with the given Postal Service. Replacements or refunds will not be given for products missing or damaged in transit, unless the shipping provider agree's to do so. Please ensure you enter your shipping address correctly, as refunds will not be given to failed deliveries due to incorrect or incomplete shipping addresses entered by the customer.

Shipping Insurance with Route Package Protection:

A Guide to Route Protect

1. 1-Click Route Protect can be added at the checkout
2. You will receive a confirmation email containing a Route ID number for your order and instructions on how to track your package and file an issue using the Route App or desktop
3. The Route Team becomes an extension of our customer care team and will work quickly to resolve any order issues for you. Up to 40% of the issues will be resolved instantaneously with either a reorder or a refund! The other issues will be solved in 1-2 business days

Route Protect Policies


In order for the issue to be approved, the purchase must be stolen, lost, or damaged and be within Route policy time frames. Here are the requirements for common issue scenarios:


Stuck In Transit (Lost)
Insurance does not cover delayed packages for whatever reason. Carriers update their websites with expected delays due to inclement weather or other barriers to expected delivery.

For Domestic: Issues can be approved no earlier than 7 days, no later than 30 days from the last update, and no later than 60 days from the order date.For International: Issues can be approved no earlier than 20 days, no later than 30 days from the last update, and no later than 60 days from the order date.



Damaged
Damaged item claims must include photos of the package and item (required), and the issue must be submitted no later than 15 days from when the package was marked delivered.


Marked As Delivered (Stolen)
Issues can be approved no earlier than 5 days and no later than 15 days from when the package was marked delivered. Orders over $100 USD require a police report.

Read More About Route Package Protection Policies HERE

Other Helpful resources: Customer FAQResolve An Issue

 

 

Please see our Exchange and Refunds policy for more information