We do not accept returns on our products due to the nature of our products and for health safety concerns, however we understand there can be unforeseen circumstances. For these instances, items eligible for returns must come in their original, unopened shipping packaging. In the event of receiving a defective product, please contact us at email@example.com as soon as possible so we can best assist you!
For other inquiries regarding returns, refunds, cancellations, and exchanges, please e-mail us at firstname.lastname@example.org and please include your order number.
When do I need to reach out regarding a problem with my order?
Returns can only be accepted within 30-days of purchasing. Please read below for additional information and exceptions.
Can I return my order?
A return can only be made if the kit was completely unused and in its original packaging.
SALE items are not eligible for refunds, only items bought at regular price.
Shipping for returns are paid by the customer, and the original shipping fee will be deducted from the order as well as a 15% restocking fee.
Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to the following table for more details.
Can I exchange my order?
If you would like to exchange your kit, you must pay for the return shipping as well as the new shipping cost to have an exchange shipped out. The restocking fee will be waived for exchanges!
Can I cancel my order?
If you need an order cancelled, you must reach out to us ASAP to know the status of your order. We try our best to begin packing our orders as soon as we receive them! If an order has moved into production, we will still offer a cancellation minus a 10% restocking fee.
We are not responsible for any unforeseen circumstances regarding delays or lost packages. We want to do everything we can to help! However, opting in for Route ID Shipping Insurance will be your best help if a package is lost in shipping. That said, when applicable, we would be more than happy to assist with opening up a shipping claim on your behalf with the respective shipping carrier.
Our standard processing time is up to 3 business days (processing upgrade option is available for purchase here) and standard shipping is approximately 2-7 business days depending on location within the Continental United States. International shipping time will vary. If you would like an expedited shipping quote, please contact us.
Damages / Lost Packages
Please reach out to Route ID Claims to begin a claim regarding a damaged or lost package. In the meantime, if your event is coming up, we would recommend placing a new order to have your replacement shipped out ASAP. Based on your claim, Route ID will either approve or deny your claim and process your refund accordingly.
**READ IF YOU OPTED OUT OF ROUTE ID SHIPPING PROTECTION**
We will do our best to assist you with reaching out to the corresponding shipping carrier, but if you unchecked the Route ID Shipping Protection at check-out (it is automatically ticked on), the assistance we are able to provide is limited. We are not responsible for lost packages as we do not personally deliver our kits to our customers!
When will my replacement arrive?
Once your replacement order has been placed, we’ll have it shipped out the same day if placed before 2 PM PST, shipping times will vary depending on your location. After 2 PM PST, it will ship out next day. Please send us an e-mail once the replacement order has been placed, as well as your event date!
My event is near, I need my replacement soon.
We totally understand! Please let us know so we can get you expedited shipping quotes.