FAQ

WHERE ARE YOU LOCATED AND WHAT ARE YOUR HOURS?

WHAT ARE YOUR RETURN AND EXCHANGE POLICIES?

Please head to our Shipping & Returns page for information.

WHAT DO I DO IF I'M MISSING AN ITEM, I RECEIVED THE WRONG ITEM, OR MY ITEM ARRIVED DAMAGED?

Please head to our Shipping & Returns page for information.

GENERAL SHIPPING INFORMATION FOR ALL ORDERS

Regardless of the shipment method you’ve paid for, once your package is in transit to you, the actual delivery may be delayed due to any number of issues outside of our control including, but not limited to, inclement weather along your shipping route. We are not responsible for delivery delays once your order leaves our warehouse. Please keep in mind that delivery may be slower around holidays due to shipping companies being busy during that time of year. 

We are not affiliated with any delivery companies so once an order leaves our warehouse, we aren’t able to get any additional information beyond the tracking updates that are also accessible to you. We understand how frustrating it is when packages are routed incorrectly or are delayed and we wish we had control over that but in these cases, the best option is to contact the shipping company directly – doing so usually resolves issues relatively fast.

WHAT ARE YOUR PROCESSING TIMES FOR ORDERS?

Orders have up to 5 business days of processing prior to shipping.

PRE-ORDER INFORMATION

We completely get that pre-orders can be confusing. Pre-ordering does not necessarily mean you’ll receive it before the rest of the world. Sometimes, depending on where you live and the ship date, you may not receive it until after it is released to the public.

Pre-ordering items (including everything from t-shirts to music) means you’re purchasing merchandise in advance which saves you the rush to get online and secure your item on the day of release so you can sleep easy knowing we’ve got your back. It also allows artists the ability to accurately order amounts and sizes according to what fans choose in pre-orders.

All pre-order products will display a pre-order label and a “SHIPS ON OR AROUND” date. This date is as accurate as we can predict, but there are cases where the date will change due to unexpected delays beyond our control.

We always aim to ship items on the initial release date but unforeseen issues impacting that from happening (delays during production, manufacturing etc) means the ship date is subject to change. Please check the product listing for the current release date estimate.

Orders containing a pre-order item will not ship until all items are available. If you order a pre-order item along with an item that’s currently available, we’ll wait until the pre-order item is available too before we ship. If you’d like to receive your other items before the pre-order item is available, please place two separate orders.

Once you've made your selection and placed your order, you will NOT be able to make any updates to your order (size, color, type, shipping address etc) or cancel it, so please plan appropriately before ordering.

Pre-order items are subject to slightly changing between the announcement and the release.

I WANT MY ORDER FAST/MY ORDER IS A GIFT - HOW CAN I GET MY ITEM QUICKER?

Please note that all items will have a processing time connected to them and from the time you placed your order to when it actually get packaged and shipped could be up to 5 business days. If you have an urgent need and would like to know exactly how long your order will take to be processed, please contact us directly before you place your order – you can reach us here: [email protected]

We offer a few different shipping methods – the faster the shipping method, the more expensive it tends to be. 

Ground Advantage USPS (or First Class USPS International if you are outside of the USA) is the slowest option for delivery but it will almost always be the least expensive. If you’d like your item to arrive faster, it would be best to not choose that option.

Regardless of shipment method, once your package is in transit, the actual delivery may be delayed due to any number of issues outside of our control including, but not limited to, inclement weather along your shipping route. We are not responsible for delivery delays once your order leaves our warehouse. Please also keep in mind that delivery may be slower around holidays due to shipping companies being busy during that time of year. 

WHO PAYS DUTIES, TAXES, AND FEES FOR INTERNATIONAL ORDERS?

In addition to the cost of shipping, customers having orders shipped outside of the USA and Canada are responsible for paying any and all costs associated with importing the order – such as duties, taxes and fees. These costs vary depending on each country’s laws and the items being purchased. The quoted amount to ship the order only includes the actual costs to ship and nothing additional.

Canadian orders have a $12 flat rate added to the shipping costs to cover duties and customs. This allows your order to arrive to your home without any additional customs delays or payments.

Please be sure to check your country’s embargo restrictions with your local customs office before placing your order. We are not responsible for items confiscated by importation authorities.

All international orders are final and no returns or exchanges will be permitted. This includes orders that you are unable or unwilling to pay the required duties and taxes for. We are not responsible for international orders once they have shipped.

MY ITEM NEVER ARRIVED BECAUSE THE ADDRESS WAS INCORRECT - WHAT DO I DO?

Orders delivered to an address that was incorrectly entered by the customer during the checkout process will not be replaced or refunded. It is the customer’s responsibility to enter their shipping address correctly. 

USA orders returned to us as undeliverable due to an incorrect address will be refunded within 3 weeks, less the shipping/handling costs. There will be no refund for returned international orders.

We are unable to make any changes to your shipping information or call delivery companies to fix customer errors. Once orders leave our warehouse, we are unable to assist any further and you will need to reach out to the delivery company/customs to make any changes.

MY ORDER SAYS IT WAS DELIVERED BUT I DIDN'T RECEIVE THE PACKAGE - WHAT DO I DO?

Hopefully, you bought Route Insurance coverage for your order! If you did, please click THIS LINK to file a claim.

If you opted out of insuring your order with Route, we cannot assist you in getting a refund or replacement, and you will need to speak solely with the delivery company to attempt to rectify the situation directly with them. This change was due to a great deal of fraud we experienced along with the lost revenue for us and the bands due to delivery companies not effectively doing their job.

After years of our team spending countless hours attempting to fix delivery mistakes that were of no fault of our own (and having it frequently not work in our or our customer's favor) we decided it is much more effective and reliable to offer insurance instead. We apologize for any inconvenience this may cause. 

For future orders: if your address is frequently hit by thieves or if deliveries have to be left in a non-secure location, please take that into consideration when placing orders and ship to a more secure address such as a family member, friend, or place of work.

Always check your mail frequently, especially if your home has lock boxes for oversize packages. Delivery companies have been known to return items back to the sender if they sit in lock boxes for too long due to it making it hard for them to deliver packages to others.

We reserve the right to refuse service at our discretion.