PLEASE NOTE: Due to COVID orders are taking longer to process than usual. In the vast majority of cases they are now dispatched within one week, at the most two weeks. Thank you for your patience. However, we are also aware of some, occasionally significant, delays with the USPS and other delivery services so please do bear that in mind. We’re working hard to do our best and to ensure you don’t have to wait too long. Many, many thanks for your loyalty and patience during these unusual times.
SIGNATURE CONFIRMATION: All orders require a signature upon delivery. This ensures your order is delivered to you, and that it is not lost or stolen.
SHIPPING & PROCESSING: Orders may be delayed due to covid complications! Please allow 3 - 5 business days for an order to ship after order processing. Weekends and holidays do not count as business days or order processing days. Order processing takes 3 days. All goods ship via USPS.
Route Shipping Protection: We do offer extra shipping protection that protects your package in the event that it is lost or stolen. We suggest all customers to purchase it. Being as though we are not responsible for lost and stolen packages, we encourage all customers to purchase this protection. Failure to purchase the shipping protection means that you are taking full responsibility for your item if it is lost or stolen. Once purchased, your package is 100% protected and you will be refunded in any event that it's lost or stolen.
You can file a claim here to receive a full refund: https://claims.route.com
INTERNATIONAL SHIPPING: Can take up to 1 week to receive after shipment. We are not responsible for any customs fees that occur. A tracking number is emailed to your email on file once your order has been shipped. Please make sure your email is correct. Please allow up to 24 to 48 hours before tracking info becomes visible online after receiving your tracking information. Shipping info may not be available on the weekends!
ORDER RETURNS: If an order is returned to us from the postal service, we can reship the order, but there is re-shipping fee to re-ship the order. If you decide you would like to cancel the order after it is returned to us for a refund instead, the shipping fee will be deducted from the original purchase.
BILLING ADDRESS VERIFICATION: If your billing address differs from the shipping address, we will request a photocopy of your ID with the matching billing address to verify your order. This is to ensure the order is not fraudulent. If your billing address cannot be verified, we will have to cancel the order and issue a refund.
FINAL SALE: We maintain strict standards for quality assurance. All of our orders have been inspected prior to shipping. Due to the nature of the products all sales are deemed final. Per federal law, the return of unhygienic (USED) hair extensions are prohibited, no refunds or exchanges can be performed, unless we are at FAULT.
RETURNS/REFUNDS: When a refund is issued, refunds can take 5 - 10 business days to appear back on your card. Hair must be in its original condition. Hair wraps must be intact and not TORN. Hair must not be washed, colored, cut or dyed. SEE SAMPLE PHOTO HERE. If the extensions, clip ins, wigs, frontals, etc, DO NOT mimic the photos to the link above, a refund will not be issued. Please send us a video/photos (no more than 10 seconds) of all products purchased, so we may inspect them to make sure they are in their original condition.
This process will not only help you but us as well, to speed up the exchange/refund process.If you can't send us a photo/video to prove the products haven't been tampered with, we can not issue you a refund. Please email everything to our email here, along with your reasoning for wanting a refund.
Once the email has been received, we will review the video/pictures and issue further instructions. When mailing back items, you must send us the tracking info so that we are able to track the package upon delivery. Please include a note in your returned package with your order details and order number. Once we receive the returned items, we will issue you a refund. (minus the $12.75 shipping fee.)
- Customers are responsible for returned item postage.
VENDORS LISTS: All vendor list orders are FINAL SALE. When purchasing, you automatically agree to these terms once you checkout. Once the wholesale vendor has been shared with you, we CANNOT issue any refunds or exchanges. No exceptions.
Wigs: Because all wigs are custom made, they are FINAL SALE.