FAQ - Orders + Shipments

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Request a Return Label & Refund or Exchange Form
Request a Return Label & Refund or Exchange Form
Request a Return Label & Refund or Exchange Form
Package missing, lost, or stolen? Shipment delayed, not moving, or moving the wrong way? Let us help
Items from order missing, wrong or damaged in package? Dissatisfied with your order? Let us help
Issues while using our site, a promotion or discount, your account or points? Let us help

ROUTE PACKAGE PROTECTION

FAQ | Shipping + Delivery | General

Yes, with UPS

Yes, you can get free standard shipping on orders when you spend $75.00 or more.

Important to Note:
At checkout you must select the “standard shipping” option as the shipping method for the free shipping promotion to apply.

Your order is shipped in standard packaging.
Packages are stereotypical brown cardboard with clear tape or emblem white paper tape.

Discreet shipping
Customers sometimes request for their order to be shipped “discreetly” as a note on their order, we believe the way we package orders standardly to already be discreet. You can add a discreet shipping request as a note on your order, and the packer may use clear tape instead of white tape but this is not a guarantee.

Orders are typically fulfilled Monday-Friday excluding holidays and usually ship 1 to 2 business days after the order has been placed and confirmed.
Expected delays in our fulfillment time will be posted on the website banner.
Orders typically arrive within 1 to 10 days after they have been shipped. The duration of a shipment varies based on location, carrier, and the selected service.

Upon shipment, you will receive a shipping confirmation email which includes a tracking number and a link to track your shipment. Please expect tracking details to become available within 2-3 business days.  

You can input your tracking number into any major search engine or directly on the USPS or UPS websites to track your order or use the link in the email. 

 Please note: Your order confirmation email is sent immediately after your purchase, which is different from your shipping confirmation email. 

FAQ | Shipping + Delivery | Issues

Use this form to notify us about this issue so that we can resolve it asap

Use this form to notify us about this issue so that we can resolve it asap

Use this form to notify us about this issue so that we can resolve it asap

Use this form to request a return label & refund or exchange

Have no worries! This most-likely means that you purchased Route Package Protection (shipping insurance) - no actual items are missing! Since Route is a service, not a physical product, it is represented as a ‘virtual product’ in your order. Therefore, it’s not technically fulfilled with the physical products in your order – which tricks the system to add that misleading message to the packing slip we print. We know that this can be confusing as the customer, so we’re looking to change this.

If you feel unsure and want to double check that no items are missing from your order – you can pull back up the order confirmation email in your inbox to see what you ordered vs. what is on your packing slip.

The less-likely reason your packing slip may have this message is if your order was too large to fit into our largest size box, note that this is unusual. If this is the case though you should receive more than one shipping confirmation email. Once again, if you feel unsure, check your order confirmation email (the first email you received after placing your order) to compare it with your packing slip.

Route Package Protection is a Shipping Insurance that covers lost, damaged, or stolen packages that can be added to your order at check-out.

You can report an issue with Route through the mobile app (iOS or Android), through the email you receive from Route after placing your order, or by going to claims.route.com. Their team is ready to assist you with any questions you may have!

More information about Route

What this means:
If an incorrect house number or zip code was entered, or there were multiple failed delivery attempts, or other shipping issue scenarios then the package may be marked as "return to sender" and returned to our warehouse.

What you can do:
You will receive an automatic refund for "return to sender" deliveries once they have arrived back at our warehouse.

If you added Route Package Protection please reach out to them via their portal linked in the email they sent or by going to claims.route.com

If you did not add Route Package Protection you can inform us that your order has been marked as returned to sender by using this form. This is not required, we will issue the refund when we get the package back, but if you’d like to make sure we are on the look out for it – notify us using this form.

Future tips:
Please double-check that your address is accurate for future orders.
We also encourage our customers to add Route Shipping Insurance to their order’s for added protection.

What this means:  
The package cannot be delivered. But - it is available for pick-up by you at your local Post Office during business hours. 
Use Postal Locator to find your local Post Office  

What you can do:  
Pick up your package from your local Post Office beginning the next business day or request for the package to be “returned to sender”. 

If picking up, you must show valid photo ID.  

 If you don't claim the package within the time limit, they will “return to sender”. 

What this means: 
We call this a “false delivery status” or “marked as delivered”. This happens for various reasons.  
1. One reason could be that sometimes this is the result of the carrier mistakenly marking it as “delivered” when they scanned the shipping label instead of marking the correct status for that scan like “arrived at distribution center” or “ out for delivery” or etc. Once the carrier has marked a package as “delivered” they do not seem able to edit that scan. Typically, when this is what happened, the package will arrive within the same or 1-2 business days after that scan at its intended destination. 
2. Another reason could be that the package was delivered and then stolen from mailbox or from the doorstep. 
3. Another reason could be that the package was delivered to the wrong place, check the address. 

What to do: 
If you added Route Package Protection please reach out to them via their portal linked in the email they sent or by going to claims.route.com   
If you did not add Route, then we ask that you wait 3 business days from the time that it was marked as delivered before contacting us using this form – select “marked as delivered” as the reason 

What this means:
Your order has either not been shipped yet or it was shipped but it was not scanned into the system by the carrier.

What to do: 
Use this form to notify us about this issue so that we can resolve it asap.

What this means: Your order is stuck/lost in the mail. This often will resolve itself by eventually being shipped to you or “returned to sender”.   

What to do: 
If you added Route Package Protection, then please contact Route through the link to their portal in the email they sent you or by going to claims.route.com Route will put in a reshipment for your order or they will reimburse you.  
If you did not add Route - we ask that you watch your tracking for 3 more days before using this form to notify us.

Our team cannot edit the address on an order once the order has been placed. As the receiver of the package, you are able to work with the carrier (USPS or UPS) to reroute your package. 

Both USPS and UPS offer rerouting services, also known as “package intercept”; how to do this and the options available are different for each carrier.

For either carrier, you will need the tracking number which is in the “shipping confirmation” email. 

For USPS you will need a USPS.com account.
Click here to create a USPS.com account 
Click here to login to USPS.com account 

For UPS you will need a UPS My Choice account. 
Click here to create a UPS My Choice account 
Click here to login to UPS My Choice account  

USPS:

USPS offers 2 options with “Package Intercept”
Option 1. Hold for Pick-Up - If you select this option you will need to bring a driver's license or another form of photo ID with you.  
Option 2. Return to Sender  - If you select this option, you will be refunded for the items in your order.

Follow these steps for USPS:
Step 1. Verify that your shipment is eligible
 for Package Intercept.
Your shipment should be eligible if you have a tracking number – you will get the tracking number in the “shipping confirmation” email. 
Step 2. Log into your USPS.com account and submit your request to “Intercept a Package” on USPS.com

Click here to go to USPS “Package Intercept”

UPS:

UPS offers 4+ options with their “Intercept Program” 
Option 1. Redirect to a different address for delivery 
Option 2. Reschedule delivery date 
Option 3. Held for Pick-Up 
Option 4. Return to Sender - If you select this option, you will be refunded for the items in your order.  

You can reroute or reschedule packages online when you create a UPS.com profile and enable “UPS My Choice.”

Follow these steps for UPS: 

1. Log in to UPS.com to view your “My Choice” dashboard.
2. Select “Your Package” or use your tracking number.
3. Click on “Delivery Options.”
4. Follow the prompts on-screen. 
5. Reroute your package to a different location or change the delivery date.

FAQ | Orders + Ordering | General

We offer our entire collection of products on our website - we separate the products by product type.
Use the menu or search bar to find what you are looking for.

If you are on a desktop or laptop - you can find them by using the horizontal scroll bar at the top of the page to find the product type you are looking for.
If you are on a mobile device - click the 3 lines at the top left of the screen to open the menu and select the product type you are looking for.

Select the product type and then use the flavor menu on the product page to select the flavor.
Then select whether you would like to order a single pouch/pack or a box of that product in that flavor.
Then you can select the quantity of Pouches or Boxes you would like to order.

Report issue finding a product

This can be done at checkout, move on from your shopping cart to checkout by clicking the "Check Out" button
1. On the checkout page, scroll down to where it says "order summary"
2. Below "order summary", enter the discount code/promo code into the text box that says "Discount code or gift card"
3. Click the button that says "Apply". This will apply the code to the order before clicking "Pay Now"
Be sure to click the "Apply" button before clicking the "Pay Now" button

On the "Shopping Cart" page above the "Check Out" button there is a text box titled "order instructions". Type your note into that text box before clicking "Check Out".

There are 2 ways you can create your account. By creating an account straight from our main menu or by creating an account via our loyalty program. Link to create account at bottom.

If you've already created an account by clicking "create account" from our menu or "create account" from our loyalty points widget. You have your account, either way you went about setting it up sets up the same type of account.
Click here to login to your account

Click here to create your account

We support small businesses and our retailers. Our website does not compete with retailers of our products by offering cheaper prices online. We encourage you to shop locally for our products, but offer our full collection of products on our website as an additional option. There are perks to shopping our website versus shopping other stores online.

FAQ | Orders + Ordering | Issues

Once placed, we cannot cancel your order. You can request a return label & refund or exchange by using this form.

Once placed, we can't make any additions or changes to your order. This applies to both the items in your order and address. 

Adding items: If you wish to add items to your order, you can place a separate order. Note – we do not honor promotions based on the combined quantity or combined cost of separate orders. Note – you will have to pay for shipping on each order.
Occasionally our team is able to catch and combine separate orders into 1 package, if this occurs, we will refund you the cost of the unused shipping label – this is not a guarantee, even if you’ve notified us.

Removing items: If you wish to remove items from your order, you can request a return label & refund or exchange by using this form.

Swapping items: If you wish to change a detail of an item in your order like for example the size of a t-shirt, color of an item, or flavor of product, you can request a return label & refund or exchange by using this form.  

Editing address: We cannot edit the address on an order once the order has been placed. As the receiver of the package, you are able to work with the carrier (USPS or UPS) to reroute your package.
For further information, please see the FAQ titled “what should I do if my order is being shipped to the wrong address?” in the “FAQ | Shipping + Delivery | Issues” section above. 

Items may be removed from your order if they are no longer in stock or if they are a free item that was part of a past promotion that’s inactive. If you were able to add multiple free items from an active promotion, extras will be removed from your order.

You are refunded for any items that are removed from your order.

Order cancellation may occur for a couple reasons.  

Order cancellation may occur automatically if the order was flagged by our system as “potentially fraudulent”. This can happen for various reasons, like the shipping & billing address being different or the IP Address being far away from the billing address or multiple failed attempts to input the correct CVV/CCV or various other reasons. This is not a manual operation; it’s automated by our processing system and is not always correct.  

Order cancellation may occur if our system tells us that the address is insufficient or incorrect – we will send an email requesting you to confirm your shipping address in a situation like this, if we do not receive a response from you within 7 days your order will be cancelled manually.  

Other reasons order cancellation may occur will be explained to you via email should this occur.  

For any scenario, the money will be refunded. Simply place your order again. 

If you did not receive a confirmation email after checkout, an order was not placed or the email you provided when placing the order is wrong. Notify us that you did not receive a confirmation email by using this form

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