Shipping (as covered in TERMS AND CONDITIONS)
We are currently offering free shipping on purchases of $100 or more. We do not offer free shipping for orders going to Canada.
Customs & Government Agencies (Applies Only to Canadian Customers)
It’s very important to always cooperate with customs and government agencies to prevent seizure and possible return of your order. If you are contacted, it is important to always mention the parcel is for personal-use only and is not intended for resale to avoid any unnecessary taxes or fees.
We’ve paid for all the necessary shipping costs including taxes and fees to deliver shipments directly to your door. In international shipping lingo, this is referred to as Delivered Duty Paid (DDP) or Door-to-Door Transport. It is possible that you may be held responsible for extra taxes and duties (including VAT) imposed by your country of residence. In such an event, we do not issue any refunds or credits for such costs. We do this because such costs are the result of a change likely in the customs declaration and there is no way for us to verify the authenticity of such charges.
We use USPS, UPS, and FedEx depending on location and weight of the items. If you request a specific shipping courier of your choice, additional fees may occur.
Express orders (overnight/2-day shipping) placed before 12 PM Pacific from Monday to Saturday will be shipped out the same day via FedEx/UPS. All other orders (standard and free shipping) will be shipped out on next business day. All express orders placed on Saturday (after 12 PM), Sunday, and otherwise noted holidays will be processed on the following business day (for example, if you place an express order on 9/2/2017 (Saturday) at 2 PM, it will be shipped out on 9/5/2017 (Tuesday) via FedEx Express/UPS.
Standard shipping normally takes 2-4 business days to arrive (Monday through Saturday, excluding holidays).
Free standard shipping normally takes 3-7 business days arrive (Monday through Saturday, excluding holidays).
If you place an order during holiday seasons, there could be a slight delay.
We will be closed on following holidays:
- Wednesday, January 1 New Year’s Day
- Monday, January 20 Martin Luther King Jr. birthday
- Monday, February 17 Washington’s Birthday (observed)
- Monday, May 25 Memorial Day
- Saturday, July 4 Independence Day
- Monday, September 7 Labor Day
- Monday, October 12 Columbus Day
- Wednesday, November 11 Veterans Day (observed)
- Thursday, November 26 Thanksgiving Day
- Friday, December 25 Christmas Day
Please note if your order exceeds $250 in value our courier will require a signature.
Shipping and handling charges are subject to change without notice.
Lost, Stolen or Damaged Packages
If your package was lost, stolen or arrived damaged and you selected insurance during check out you can file a claim through Route’s website at: https://help.routeapp.io/hc/en-us/requests/new?. They will make sure to assist you and process a new order or full refund for you. If you did not select insurance during check out, we cannot make ourselves liable for any issues related to your shipment. However, you can email us at email@example.com and we will do our best to assist you. If you still have questions, email us at firstname.lastname@example.org. Make sure to include your full name, order number and the email you used to place your order and we will get back to you as soon as possible.
We are very sorry if a mistake was made in processing your order. Please email us immediately at email@example.com with your order number. Please attach a photo of the item you did receive so that we may help identify the mistake. We’ll send you a return shipping label and schedule a courier for pickup. If we have the correct item in stock, we’ll ship it to you once the incorrect item is received. If the correct item is no longer available, we’ll credit your original form of payment. Please allow 72 hours for the credit to appear on your statement.
Unfortunately we do not accept returns. All of our products are perishable food items, and we must protect the integrity of our inventory for all of our customers.