The Moment
ORDERS
Where's my order number / order confirmation?
Make sure to save your order number for your records at the time of checkout.
Once your order has been placed, we will confirm receipt of your order to the email address provided at checkout. The order confirmation acts as an invoice and also includes your order number and all relevant details.
Please check your spam folder if you do not see your order confirmation in your inbox. If you didn't recieve a confirmation email, it's possible that you entered the email address associated with the order entered incorrectly.
If you believe that you have entered your email address incorrectly, please contact our customer service team as soon as possible, and we'll be happy to help.
Can I change, cancel, or combine my order?
Once an order has been placed, it cannot be modified or canceled.
We are not able to update sizing, add items, or combine shipping for multiple orders. For limited, exclusive releases, we reserve the right to limit quantities per order and/order customer.
How long will it take to receive my order?
Refer to the product description and your order confirmation email for an estimated timeframe for production, processing, and shipping of our apparel. Shipping estimates do not account for time in transit. Shipping and delivery dates on made-to-order items are not guaranteed unless otherwise noted.
Once your order is ready to be shipped, tracking information will be sent to the email address provided at checkout.
Any order that contains a made-to-order item will not ship until all items are available unless otherwise noted, which helps minimize our carbon footprint by cutting down on additional shipments. Most of our items are made-to-order.
While we make every effort to communicate accurate delivery estimates, unanticipated production delays may occur. During new product releases and holidays, processing time may be delayed up to 45 additional business days. If an item in your order has been affected by a production delay, we will notify you via email as soon as possible.Transit times will vary based upon distance, shipping carrier, and whether your order is being shipped internationally.
Anything else I should know about made-to-order/preorder items?
Payment is charged immediately at checkout. If you are ordering a made-to-order item together with an in-stock, 3-day shipping item, your order will ship when the pre-order item becomes available unless otherwise noted. Production timelines vary based on product. Refer to the product description for shipping estimates. We recommend splitting orders if you would like your 3-day items to arrive promptly.
The timeframe listed on the product page and in your confirmation email are estimates; actual shipping times can vary based on demand.
Details regarding delays are communicated as soon as we are aware of them. If an update has not been provided, we do not have the information readily available yet.
I entered my email or shipping address incorrectly at checkout. How do I change it?
If you think that you may have entered an incorrect email or shipping address at checkout, please contact our customer service team as soon as possible, and we'll be happy to assist you. It's important that you contact us promptly in order to accommodate address change requests.
Changes are not confirmed until you have received confirmation from a member of our team and must be received as soon as possible in order to be accommodated.
I received the wrong size/wrong item.
If you have received the wrong size or item, please reach out to our customer service team with your name and order number, as well as photos of the incorrect item. Our team will be happy to help make things right!
What happens if you run out of stock of an item I've already ordered?
We make every effort to ensure inventory is accurate to avoid stocking issues. However, in rare cases, an item may run out of stock after your order is placed due to limited print runs and volume of sales. If this occurs, we will issue a store credit for the amount of the item.
RETURNS AND EXCHANGES
What's your return/exchange policy?
All sales are final and are not eligible for return.
Because our exclusive items are made-to-order in a single print run, we print based on demand. Our made-to-order items are not eligible for refunds, store credit, or exchange.
If there is a defect or another issue with your order, reach out to our customer service team. Please be sure to include your full name, order number, and photos of the issue so that we may better assist you.
If you believe an item to be defective or damaged in transit and you purchased Route at checkout, please contact Route at claims.route.com in order to start your claim process.
If we are unable to deliver the goods and the goods are returned to sender, we will process your refund as soon as possible less a 20% restocking fee from the price paid for the products. The refund, minus 20% restocking fee, will be processed to the original method used to make payment.
SHIPPING
What are you shipping policies?
Unless otherwise noted, all items are pre-orders. All shipping estimates listed on product descriptions as "Ships in" reflect the approximate production (10-14 business days), processing, and fulfillment (10-14 business days) timelines for each item. These estimates do not account for time spent in-transit.
Once your order has been fulfilled and is shipped, tracking information will be provided via the email associated with your order.
The shipping method you select at checkout determines how quickly you will receive your item once it has left our warehouse. For example, if you purchase an item that has a "ships in" estimate of 2-4 weeks and you purchase FedEx 2Day shipping at checkout, your order will arrive in 2-4 weeks + 2 day shipping.
Transit times will vary based upon a few different conditions, including but not limited to:
• Total distance between us and you
• Whether your parcel is a domestic (USA) or international (everywhere else) shipment
When will I receive my order?
For specific shipping estimates, refer to each item's product description, as shipping and production times vary per item. Most of our made-to-order items ship within 4-8 weeks. Please note that this does not account for time in transit. (See Shipping Policy above for more details about how this works.)
As soon as your order is ready to ship, you will receive an email with tracking information. The shipping method you select at checkout will determine how quickly your order arrives once it has left our warehouse. Transit times may vary depending on method of shipment, total distance between our warehouse and you, and whether your shipment domestic (USA) or international (everywhere else).
Please note that if you purchased items with different shipping estimates, we will ship your order when all items in your order are ready to ship.
Why do some items have 3-day shipping?
Some of our items are in-stock and arrive with 3-day shipping. 3-day shipping does not account for processing time and refers to 3 business days.
If you purchase multiple items with different shipping estimates, we will ship your order when all items in your order are ready to ship. We recommend placing multiple orders if the items you are interested in purchasing have different shipping estimates on their product pages.
We appreciate your patience and understanding with regards to our production and fulfillment timelines for our preorder items. Please note that during new releases and busy holiday seasons, an additional 3-45 days of processing time can occur.
Where is my tracking number, and when will I receive it?
Domestic and international customers will receive a shipping confirmation email containing their tracking information once item(s) are ready to ship. Please remember that all of our items are made-to-order and that shipping may be delayed during new product releases and holidays.
If you purchased Route shipping insurance at check out, you can download Route’s mobile app for iOS from the App Store or for Android from Google Play to visually track your package and receive real-time notifications on its estimated delivery. Please refer to your Route confirmation email for tracking number and issue resolution details.
Where is the rest of my order?
Although we try to ship items together, we may ship some orders in multiple packages, as production times sometimes vary for our made-to-order items. You will receive a second tracking number for the rest of your order as soon as its ready to head your way!
My order arrived damaged.
When completing your order, Route–a package and protection solution–is automatically added to your cart to give you a seamless delivery experience.
If your order arrived damaged, please contact Route at claims.route.com in order to start your claim process. If you did not purchase Route at checkout, please contact us immediately upon receiving your item with your name, order number, and photos of the item so that we can evaluate the issue and help make things right.
What is Route Package Protection?
We’ve partnered with Route–a package and protection and tracking solution–to give you a seamless delivery experience.
Route is premium package protection for your online orders. When you add Route at checkout, you can easily file claims for lost, stolen, or damaged packages with one-click refunds and reorders.
If you have purchased Route and need to file a claim, you can do so at claims.route.com.
The Route App allows you to visually track all of your online orders in one place. For tracking numbers, dynamic maps, and real-time shipping updates, download the app now on the App store or on Google Play.
What if I didn't purchase Route Package Protection?
If you choose to opt out of Route Package Protection by removing it from your cart at checkout, please be aware that once your order leaves our warehouse, we are not liable for lost, damaged, or stolen packages.
We recommend contacting your shipping carrier directly should you encounter any issues with delivery.
I entered the wrong address, and the package is now being returned to sender. What are the next steps to have my package reshipped to me?
In the event that a package is returned to sender, we will reach out to you to resolve any address issues. Once we have the corrected address and the package has made it to our warehouse we will re-ship the order in 5 to 7 business days.
How do I change my shipping address?
if you think that you may have entered an incorrect email or shipping address at checkout, please contact our customer service team as soon as possible, and we'll be happy to assist you. It's important that you contact us promptly in order to accommodate address change requests.
Changes are not confirmed until you have received confirmation from a member of our team and must be received as soon as possible in order to be accommodated.
Do you ship internationally?
Yes, we do. We use USPS, Fedex, and DHL please check with your local carriers to make sure those companies deliver to your area, as there are carrier-dependent exceptions.
Why am I being charged for duties?
All international packages may be subject to duties, fees and import taxes upon delivery, which are the sole responsibility of the recipient. This charge is determined by your local customs authority, and your payment of these fees is obligatory if you wish to obtain your shipment. Please check your local customs website for more information.
We are not responsible for any duties, fees, or import taxes required by customs.
PAYMENT AND GIFTCARDS
What methods of payment do you accept?
We accept all major credit cards. All payment methods accepted are listed at checkout.
At this time, we do not accept PayPal.
Why was my credit card charged multiple times?
Once your order has been placed, the funds allocated for that purchase will temporarily be put on hold–you may see them as "Pending" on your statement. This is not an official charge. This standard pre-authorization period ensures that there are sufficient funds to complete the transaction.
The order total will only be deducted from your account once funds have been verified by your card issuer. At this point, the order is approved and will be prepared for production. The pre-authorization charge will then automatically be voided/released from your account.
Please note that if you attempt checkout multiple times, your card will be authorized multiple times.
How do I use my giftcard or discount code?
After you press the "checkout" button, there's a text box where you can enter your gift card or discount code prior to pressing "pay now" and completing your order.
Please note: we are unable to retroactively apply gift cards or discounts once your order has been placed. Not to worry, you will be able to use them on future orders!
Do giftcards expire?
Giftcards never expire, so you can use them at any time.
PRODUCT / SIZING
Size Chart
| Unisex Sizing | S | M | L | XL | 2XL | 3XL |
| Chest | 35" - 38" | 39" - 41" | 42" - 45" | 46" - 49" | 50" - 52" | 53" - 56" |
| Waist | 29" - 31" | 32" - 34" | 35" - 37" | 38" - 41" | 42" - 44" | 45" - 47" |
Grab a soft measuring tape and a friend if you're not sure what size you are!) to ensure that our made-to-order items will fit just right. These are standard size estimates; exact sizing may differ depending on the item. Please note that all sales are final, and we do not accept returns or exchanges.
Care Instructions
To preserve your new garment’s lifespan, our best advice is to wash your new clothing inside-out on your washer’s cold setting. For drying, we recommend either hanging to dry to cut down on your carbon footprint or tumble-drying on low!
For additional information about our products, please refer to the individual product's description or the tag inside the garment.
When will this product be back in-stock?
While we don't have exact restock dates, you can sign-up for our email list for exclusive alerts about new drops and restocks of our most-coveted items!
The item I ordered doesn't look like the photo.
Photos of our exclusive, made-to-order items are digital mockup of what the product will look like. Feel free to reach out to our customer service team if you feel that the product you received differs greatly from the digital mockup in our store. Please provide your order number, photo of the item, and specific feedback detailing what aspects of the final item you feel are different than the mockup.
GENERAL
How long will it take for customer service to get back to me?
You can email us anytime, and we will get back to you within 1-2 business days. Please be patient and allow additional response time during holidays. We will get back to you as soon as possible!
DIGITAL ALBUMS
How do I download my digital album?
You will receive an email with download links. Each link is valid for a maximum of 3 downloads.
Once you click on the link, you'll be sent to a landing page. You will then be given the choice of format - MP3, FLAC or WAV.
An MP3 is the smallest file size, and includes metadata like album art & track info. WAV and FLAC are large files called "lossless" - these won't contain metadata about the release.
Once you select a format, the download should start immediately. The file will be a .zip, In order to see the track files inside, you will need to "unzip" the compressed file.
Mac users can double-click to open the compressed file. If you use Gmail, your download email may have gone to the Promotions folder. If you still aren't able to find your download, please check your Spam folder.
How do I download my digital album to my phone?
Android:
1. Click the download link on your Android device to begin the download. Individual tracks will download as an audio file (mp3). Albums will download as a compressed folder (.zip).
2. To open the compressed file, click "extract all." Once the item is finished downloading, a new file will pop up with the files in .mp3 format.
3. You can then listen to the album on your phone's music app
Note for iPhone/iPad users: songs will not play continuously. We recommend downloading via laptop/desktop and sync your IOS devices via iTunes.
iPhone/iPad (IOS 13 and older)
1. Open the link on your iPhone
2. Download the MP3 file.
3. Click "More"
4. Scroll down and click "Save to Files"
5. Click "On my iPhone"
6. Select "Downloads"
7. Save the file
8. Open the files from your Files app in the Downloads folder
iPhone/iPad (IOS 14 and later)
1. Open the link on your iPhone
2. Download the file
3. Select the arrow in the upper right hand corner, this will reveal the .zip file.
4. Save the file to your downloads file and open it.
5. Listen to the music by selecting the song
Does my download link expire?
Download links only expire after 3 download attempts. There is no time limit.
Can I give my digital album as a gift?
If your purchase was a gift for someone else, you can forward the delivery email to them. The download would work exactly the same as if you downloaded it yourself. Please be aware that each link expires after 3 downloads.
Can I buy an item without also buying an album?
We offer non-album versions for the majority of items on our website.
I live outside the US. Why can't I buy or access my digital album?
Due to copyright restrictions, digital downloads are not available outside of the US unless otherwise specified on the store.