Returns & Refund Policy

How to Start a Return

1️⃣ Log in to your account
Refer to Button 6 of the Shopping Guide for login instructions.

2️⃣ Once logged in

• Click the Profile content block
• Scroll down and click “View Account.”
• Locate your Order # and click it
• Select a return reason and provide details
• Review this policy and submit your request

After submission, you may be required to provide photo or video proof via email before approval.

What Happens Next?

• All requests are reviewed.
• If approved → you receive return instructions and a shipping label (if applicable)
• If not approved → you receive an email explaining the reason
• Refund/store credit is issued after inspection if approved

Important:
Returns must only be sent to the address provided in the approval email. Unauthorized returns will not be processed.

Return Eligibility

Returns are accepted within 30 days of delivery only if:

• The item is defective or damaged upon arrival
• The wrong item was received
• The item is in like-new condition with original packaging and all included accessories.

Minor testing for functionality or fit is allowed. Items showing damage, excessive wear, or missing parts may be rejected.

If a returned item does not meet the eligibility requirements, the return may be rejected, and no refund will be issued. Customers may request the item to be shipped back at their expense.

We do not charge restocking fees because change-of-mind returns and customer selection errors are not accepted. In certain cases, we may offer a replacement at our discretion.

Issue Reporting Deadline

Any issues (damage, defects, missing items) must be reported within 7 days of delivery.

Non-Returnable Items

• Used, worn, or incomplete items
• Personal care or hygiene products
• Perishable goods
• Custom or personalized items
• Hazardous materials
• Gift cards

Return Shipping Responsibility

Refunds & Store Credit

• Defective/wrong items → refund to original payment method
• Other approved cases → may be issued as store credit

If store credit was used, it is restored first before any remaining balance is refunded.

Digital Loyalty Cash™ will be removed if the order is refunded.

Processing Time

• Cards: 5–10 business days
• PayPal: 3–5 business days
• Store credit: within 1 business day
• BNPL/bank: up to 10 business days

Delivered Orders

If tracking shows “Delivered,” the order is considered fulfilled.

With protection → file a claim through Route. Without protection → no refund or replacement

Important Notes

• All returns go to our U.S. return address
• Returns without approval are not processed
• Rejected returns are not refunded
• We reserve the right to deny requests that do not meet these conditions