Frequently Asked Questions (FAQ)
|Shipping Policies||Returns & Exchanges||Gift Cards & Discounts|
|Sponsorships & Donations||Refunds||Defects|
Is there a way to pick up my order?
We currently are not offering pick up for orders. All orders must be placed through our website and will be shipped from our facility usually within 3-5 business days.
How much does it cost to ship my order?
There is a flat $5.00 shipping fee for domestic orders with standard shipping under $50. Some items ship free of charge and are listed in the product description. International orders are more expensive and do not include tracking unless you pay an additional amount. You can choose to pay extra for tracking for international orders. You can get your order rushed at an additional expense, but this does not apply to pre-order or back-order items. All orders over $50+ ship for free!
When will my order ship and how can I track it?
If you ordered a rush order, we will ship out your package in no more than 1 business day, and select priority shipping. If you ordered standard shipping, we will mail your package within 2-6 business days.
All Route One Apparel items are shipped via USPS and include a delivery confirmation number in an email that we send to you directly. Please let us know if you require a different form of shipping, which may be subject to an additional fee.
If you require a specific delivery date, please contact firstname.lastname@example.org with your order # so we can upgrade your shipping to be guaranteed at your requested time. Your order will be subject to a rush shipping charge that is based on the weight of the items and location it is being shipped to.
How long will it take to arrive to me after shipping?
Please allow 1-5 business days for domestic (USA) orders.
Please allow 10-21 business days for international orders.
You will receive an email with your tracking information when it becomes available!
My tracking says delivered, but I haven't received my shipment - what do I do?
While we trust and value our carriers, sometimes they have delivery issues. Your package may be showing a "delivered" scan prematurely, for example. We also recommend checking with your neighbors to see if it was accidentally delivered somewhere nearby. If you live in an apartment, it is very likely it is at your front desk checkin. If it has been 3 business days or more since false delivery, please email us at email@example.com so we can proceed with our lost package claim process!
RETURNS & EXCHANGES
Extended Holiday Return Policy:
Orders placed during November 1, 2019 - December 24, 2019 will have an extended credit refund date of January 31, 2020. Store Credit of up to 30 days will still apply to the original purchase date for the period after January 31, 2020.
What is your return & exchange policy?
Route One Apparel offers FREE returns & exchanges for store credit, or refunds back to your original form of payment for a $6.00 restocking fee. Refunds must be processed through your original payment method, otherwise they will be issued in store credit (gift card). We accept exchanges and returns for up to 30 days after you receive your order in the mail.
Returned items must be sent back in their original packaging, unworn and with hang tags attached. It must not have any signs of wear including but not limited to fragrance, deodorant stains, dirt, etc. We have a right to deny an exchange or return if the returned product shows any signs of wear.
We do not accept returns or exchanges on final sale or discounted merchandise, women's bathing suits (i.e. bikinis), lingerie items, and jewelry, and other accessory items. Discount codes and e-gift cards that are sent electronically cannot be refunded or exchanged. These are final sale.
For a full detailed list of our return & exchange policy, please click here.
How do you process refunds?
Please allow approximately a week after we receive your order to process your return. Any returned goods will be inspected for signs of use, and we have the right to deny any return if it shows any signs of wear.
- Return shipping is non-refundable, unless you receive damaged, defective or wrong item(s).
- Refunds on discounted or sale items will be refunded at the prorated amount
- Original shipping charges are non-refundable
- Any orders sent with "Free Shipping" will be subject to the original shipping fee deducted from the total amount of the refund.
- International Returns - unfortunately we cannot refund duties, taxes or shipping charges
How do pre-orders work?
We allow some items to be pre-ordered during their manufacturing process at a discounted rate, in exchange for a longer wait time. Individuals who purchase pre-ordered items are guaranteed first delivery of these items. If you purchase pre-ordered items along with regular items, your shipment is sent out when the pre-ordered items arrive in stock. You can pay an additional $5 shipping and handling if you would like your available items to be sent separately.
I received a defective or wrong product. What do I do?
DO NOT MAIL IT BACK. Contact us at firstname.lastname@example.org within 3 days of receipt of order with photos of the defects and/or wrong item and we will send you out a new product along with a return shipping label. If you mail it back, we will not compensate you for your return shipping costs.
What is your return shipping address?
Please address your mail to "Route One Apparel", PO Box 42023, Towson, MD 21284. If you are shipping by FedEx or UPS, you can mail it to "Route One Apparel", 808 Gleneagles Ct Ste 1, #42023, Towson, MD 21286.
What types of payment do you accept?
Route One Apparel is proud to accept Visa, MasterCard, American Express and Discovery. We also accept PayPal and bank Deposit as major forms of payment. We do not accept cash, checks or cash-on-delivery (C.O.D.). However, cash or check is acceptable for fees associated with returns and exchanges.
How do I get a gift card from your company?
Gift Certificates can be purchased on our online store and can be sent to a friend or family as a gift. Upon finalizing your purchase, the Gift Certificate number and instructions will be emailed to yourself and the designated recipients.
They may be used toward the purchase of any item in our vast product selection simply by visiting the site. Digital E-Gift Cards are available in denominations of $25, $50, $75, $100, $150, $250 and $500 can be purchased on the our Gift Card page. They make great gifts all year long.
In October 2014 we discontinued the sale of physical gift cards. If you have a physical gift card you may of course still redeem it in checkout.
There are multiple "pending" charges on my bank statement. What does that mean?
This means that the charge did not go through, those will clear by your bank in 1-3 days. We deny all charges with improper billing information. The only way you know your order went through is if you get an EMAIL CONFIRMATION from us. We recommend you contact your bank to re-verify your billing information and try your order again.**
Can I combine multiple promotions or discounts in one order?
At times, our site will have multiple promotions running at one time. Unless otherwise stated, our promotions or discounts cannot be combined. Here are a few scenarios of how promotions or discounts on our site may or may not be combined:
- Receive a free gift if you spend over $75, but you use a coupon that brings your total under $75. You do not receive the free gift.
- You have a coupon for 30% off our sale collection and 20% off site-wide. You cannot combine the 30% off and 20% off coupon for 50% off our sale collection.
- If you buy an item, you get another item for free (BOGO). Unless otherwise stated, this promotion cannot be combined with an additional coupon or discount.
- You forgot to apply your 15% off coupon on your order of $52. We are happy to apply that coupon manually, but we will have to add our $5 shipping fee (for orders under $50, after discounts have been applied, we have $5 flat rate shipping).
If you have questions regarding our promotional or discount policy, we recommend you contact us at email@example.com prior to placing your order to clarify any questions that you may have.
Do you have an actual store?
Unfortunately, we do not have a store that we personally manage at this time. We physically showcase our line at over 30 sales events throughout the year. We also retail at over 60+ stores within the state and beyond. For our full list of wholesale locations, click here.
Please note: third-party vouchers are not redeemable at our outlet store or at our wholesale locations.
Do you have a phone number?
Unfortunately we do not have a live phone number to speak to customers. Since we are a small business with limited available staff, we have a customer service email only that we operate 9 to 5 PM, Monday through Friday, unless during national holidays. Please understand that we do not do this to inconvenience you, it is best to do this so we give all of our customers the best possible service as quickly as possible in the order of their inquiry.
Where can I find some of the articles from past seasons or items that aren’t in your store?
Generally speaking, we don’t reprint clothes once we sell out.
Why don't you offer big person sizes?
Many of our items had to be manufactured in large quantities up front, with a limit to the variation in sizes. We are a small company and try to accommodate all of our customers, however, we cannot avoid this at this current time. Many of our shirts can be printed in larger sizes. If you have a particular one in mind, email our customer service email and we will try our best to take care of you.
How can I be informed of new clothing before it drops so I can get it before it sells out?
Can I get free stuff if I promote your company?
Unfortunately we are a growing company and at this time cannot give away free products to people who promise to promote us. If you bring us a lot of traffic and sales please document this and we might be able to work something out for you.
What is your donation policy?
You may click here to see an updated link to our donation policy.
Can you sponsor my organization or non-profit?
We receive an overwhelming number of requests for free product or donations from charitable causes and non-profit organizations. Due to the fact that we're unable to honor all of these requests, it's our current policy not to honor any of them and reach out to the ones that we have the budget for directly. We understand that this may be frustrating and we appreciate your understanding. We do, however, offer group discounts on large quantity orders and we also recently started a "fundraiser catalog" that raises money for your cause based on a number of sales. If this interests you, please let us know!
Can I work for you?
Please visit here for more information on ways in which you can get involved.
My question was not on this list. How can I contact you?
You can visit our contact page here.