We are dedicated to providing an enchanting experience and understand the impact of shipping. Our priority is to ship your orders safely, timely and environmentally friendly.
We ship orders in the United States with USPS and UPS. Shipping to US physical addresses is free over $75 (excludes PO boxes and certain item exclusions may apply -- will be disclosed)! If you select a PO box and are not charged for shipping, you will receive a separate invoice for shipping that must be paid before your items will ship.
We ship worldwide using the most economical option, however, rates and delivery times will vary. We are not responsible for customs delays or delays due to shipment carriers, domestic and international.
Once your receive your tracking email, your order should be received by the carrier within 1-2 business days. We are not able to see any additional tracking information than what is provided by the tracking. Please be patient as there may be delays with mail depending on volume which sometimes means packages can take up to 2-3 weeks to arrive.
We pride our diligence in packing your order with the utmost attention and care which means that once an order is dropped off at the shipping carrier, we are not responsible for items damaged, broken, or delayed/lost/stolen. This means you are not eligible for refund or store credit for items damaged, broken, delayed, lost or stolen if you opt-out of Route shipping protection at checkout.
International customers are responsible for any customs and import taxes that may apply. We cannot be responsible for items damaged, broken, or delayed/lost/stolen due to customs. This also means you are not eligible for refund or store credit for items damaged, broken, delayed, lost or stolen.
If your package is marked as delivered but you haven’t received it, you will need to contact the shipping carrier, typically USPS but sometimes it may be UPS or DHL. Sometimes packages are marked as delivered a day early with USPS so it’s best to wait one business day. If your package still isn’t received, then contact your local office that delivers your mail. Your local office will be able to provide quicker, and better service. Ask who delivered the package, and ask for the details of that day's delivery. USPS and UPS are used to these questions, and will generally provide helpful information. If the package still is not found, you will need to call USPS or UPS to file a claim to see if the package is eligible for a claim if you did not purchase Route shipping insurance. If you purchased Route insurance, you will file a claim with Route.
We do not provide store credit or refunds for items marked delivered but not received. You must file a claim with Route if you opted for Route coverage or the appropriate mail service. We will not be able to assist with this.
If your package is returned due to an issue with your address, you must contact us and you will be charged for shipping to send your package back out (whether you paid for shipping or received free shipping). We do not change your shipping address from what you type in or is saved to your account; we are not responsible for incorrectly entered addresses or forwarding issues.
If you experience an issue with an order, please contact us within 48 hours of delivery for us to be able to assist you with any concerns.
Order Processing Time:
Please allow 1-3 business days to process your order. If your order is placed after business hours, weekends, or on a holiday, the processing time starts on the next business day. We do fulfill and ship orders as soon as possible, which in some cases can mean your order may even ship the same or next day!
Business Days & Hours
Mon – Fri – 8:00 am – 4:00 pm (CST)