Frequently Asked Questions (FAQ) Dispute Resolution

If you have any issues or concerns about your shipment, our customer service is ready to help.

What should I do if my order is delayed beyond the estimated delivery time?
Check your tracking link regularly for status updates. If there is no movement or update for more than 5 business days, contact our live chat support. We’ll investigate with the carrier and provide you with the next steps.

What happens if my order arrives damaged or defective?
Take clear photos and an unboxing video at the time of delivery. Submit both via live chat within 48 hours of receiving the item. Claims without this documentation may be denied. Our team will review and provide a resolution based on the condition and evidence provided.

Can I dispute a charge for an undelivered order?
Yes. If tracking information shows no delivery, reach out via live chat. We will initiate a carrier investigation. If the package is confirmed lost, we will offer a replacement or refund according to our shipping and return policy.

How do I file a claim for a lost or stolen package?
If the tracking shows "delivered" but you haven’t received the package, first check with your neighbors or building management. If still unresolved, contact live chat within 7 days to initiate a claim through Route™ Shipping Insurance. Claims filed beyond 7 days may not be eligible.

What should I do if I received the wrong item?
Take clear photos and a short video of the item and its packaging. Contact us via live chat immediately. We will verify the error and arrange a replacement if applicable.

Can I request a refund if my package is returned due to an incorrect address?
Yes. However, return shipping fees will be deducted from your refund, and additional shipping costs may apply if the item needs to be reshipped. Reach out via live chat to proceed.

Who is responsible if my package is lost in transit?
If the loss occurs while the item is in the carrier’s possession, we will handle the claim directly with them. Orders covered by Route™ Shipping Insurance will be eligible for expedited claim processing and resolution.

What if I have a dispute regarding shipping charges?
If you believe you were incorrectly charged for shipping, contact us via live chat. We will review the details and determine if an adjustment is applicable. Shipping fees are non-refundable per our policy.

How long does it take to resolve a shipping dispute?
Most disputes are resolved within 5–7 business days. However, lost package investigations with carriers or shipping insurance providers may take longer depending on their internal processes.

Do I need to provide any documents when filing a dispute?
Yes. Depending on the case, we may ask for any of the following:

Can I cancel my order after it’s been placed?
Yes, if it is still within 12 hours and the item hasn’t been picked for shipment, you are eligible for a full refund. If cancellation occurs after 12 hours but before shipment is processed, a 5% processing fee applies. Orders in transit cannot be canceled under any circumstances.

What happens if I refuse the delivery?
Refusing delivery does not qualify as a valid cancellation. The item must be received first, and then a return request must be submitted. Any return shipping costs and restocking fees will apply based on the return policy.

Is my return eligible if I don't have the original packaging?
No. All returns must be in their original, undamaged packaging. Items that are assembled, altered, scratched, stained, or returned without packaging are not eligible.

What if I miss my scheduled delivery?
If no one is present to receive the delivery at the scheduled time, the attempt will be marked as failed. A return fee will be charged, and you may incur additional logistics costs. Missed deliveries are not a valid reason for cancellation or refund.

Are custom-made or bulk orders eligible for cancellation or return?
No. Custom or made-to-order products are final sale once confirmed. Orders with five or more items are also non-cancelable once payment is completed.

What is the refund breakdown if I return my order after 14 days?
Returns made after 14 days are subject to a 20% restocking fee. Only the item subtotal (after the fee) and item tax are refundable. Shipping fees and shipping-related taxes are non-refundable. Refunds are processed after our team inspects and approves the return.