To return or exchange an item following the below policy, please email firstname.lastname@example.org.
15 day limit for in-store credit
15 day limit for exchange
30 day limit for in-store credit
30 day limit for exchange
30 day limit for cash refund (refunded to payment method originally used to make purchase)
15 day limit for exchange (for another bag of coffee only)
COFFEE CANNOT BE EXCHANGED IF OPENED
NO REFUND AND NO IN-STORE CREDIT
Be sure to include the order number, item(s) you'd like to return/exchange, as well as reasoning. If requesting an exchange, let us know which item you'd like in exchange.
Here's how it works:
Contact our customer service team by calling 1-704-980-0451, Monday- Friday, 9am – 5pm ET. We will provide you with a RMA number (Return Merchandise Authorization number), and we will also provide you the return address to ship the product back to us. We really make it simple and as easy as possible.
Return the unused portion of your product, the original invoice that came with your product (if you don't have that please indicate the date you purchased your product so we can attempt to look it up) and your RMA#. We must receive the return within 30 days from the date you originally purchased the item, for the refund to be valid.
It is your responsibility to pay the return postage and we recommend you send it to us with tracking or delivery confirmation to expedite the process and avoid delays. Note: we must receive the bag(s) within 30 days from the date you originally purchased the item, for the refund to be valid.
The charges (excluding shipping and handling fees) are fully refundable. We really want you to be satisfied, but we must adhere to these guidelines in order to be fair and consistent.
We offer our return policy on your most recent Auto-Order.
It usually takes a week to process your package, and another 7 business days (excluding holidays and weekends) for a bank (debit card) or credit card company to refund to your card or bank account(debit card).
Route Insurance Policies
Marked As Delivered (Stolen)
File claims no earlier than 5 and no later than 15 days from when it was marked delivered
Orders over $100 USD require a police report
Stuck In Transit (Lost)
File claims no earlier than 7 days and no later than 30 days from the last update (US/Canada), 60 days from order date
File claims no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date
File claims for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.
To file claim use: https://claims.route.com