FAQ

Manual or Automatic? Poptop or Tintop? Come on. We know better than to answer those! However, you will find all the answers you need about using our site below.

Shipping

  • Yes! We now offer Route shipping insurance. Route helps cover if your package gets lost, stolen or damaged. Protecting your package with Route will greatly lessen the time it takes to resolve your claim and get your items faster.

    In our experience, it has taken up to two months in some cases to resolve issues with major carriers and if your package is not insured, we cannot ship your replacement until the carrier has approved the claim. We don’t want this to happen to any of our customers and encourage everyone to use Route.

    You can also use the Route app to visually track all of your online orders in one place and easily file a claim with their team. Whether tracking via the Route App or online, Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Download the app for IOS or Android
  • If you insured your order with Route Protect at checkout, you would receive a confirmation email from Route with a link to file a shipping issue.    

    To file a claim, you will need your store order number OR Route ID number and the email address attached to the order. You can file a claim with Route here.

    If your order has arrived damaged, please take photos of the item and its packaging for your claim here

  • We currently use USPS First Class Mail, USPS Priority Mail, UPS Ground, UPS Next Day Air and UPS 2nd Day Air.
  • We currently use USPS First Class International, USPS Priority Mail International, UPS Standard for Canadian (only), and UPS Worldwide Expedited. 
  • UPS Standard is the most economical way to ship to Canada, if you know how to self-clear the customs and duty fees. However, if you do not know how, UPS will offer to do it for you, and they will charge +/- $80.00 in addition to the freight charge. Please click here for instructions.
    If you don't want to self-clear your order, please choose USPS Priority Mail as the shipping option. Initially, it will seem to cost more money, but there will be no charge to broker your order with USPS. 
  • We try to ship all orders placed before 3:00pm MST the day of the order. Larger orders may be the exception to the rule, but you will receive a tracking number via email when your order does ship. 
  • Click on the 'My Account' link in the top right corner of our website and navigate to orders. If your order has shipped, you will see your tracking number to the right of the order information. You can use this to track your order status. If the package(s) shows as being delivered, but you have not received them, we ask that you check with your neighbors to ensure it wasn't given to them by accident. If you cannot find your package, please email us at [email protected], and we will start a claim with the shipper on your behalf.
  • Currently, UPS is refunding UPS Next Day and UPS 2nd Day unless it weather-related event or a natural disaster. Even though USPS Priority Mail will give the option for 2 or 3-day delivery, these are not guaranteed, and there is no refund if they arrive late. Likewise, USPS First Class Mail is not guaranteed, and if the package is lost, there will be no refund for the shipping charge or the item. 
  • Please check back for info on how to file with USPS & UPS. 
  • If you received a damaged product, you must save ALL packaging and boxes associated with this shipment. Without this, the shipping company will not accept any claims. You can email us at [email protected] and we will start a claim on your behalf. 
  • UPS:
    It is possible to change your shipping address while your order is in transit, but there is 
    a $35.00 fee to do this. The charge is higher for international shipments. Here are the instructions on the UPS website.
    USPS:
    It is not 
    possible to change your address with USPS once your order has shipped.