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Shipping and Delivery

Due to COVID-19...

...we are experiencing significant delays in shipping, especially internationally sometimes taking up to 180 days for delivery. 

Therefore, at this time, it is our policy for:
International deliveries to wait an extended duration of time of 180 days from the ship date before we are able to offer a refund or reshipment due to a lost package. 
Domestic deliveries to wait an extended duration of time of 90 days from the ship date before we are able to offer a refund or reshipment due to a lost package. 
Thank you for your patience during this time. 

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The time frame for your order delivery is divided into two parts:

Processing Time: Order verification, tailoring, quality check, and packaging. Orders that are in stock in our Kauai warehouse will ship out within 2-5 business days from the day the order was placed.  

Shipping time: This refers to the time it takes for the item to be shipped from our warehouse(s) to the destination. Domestic shipping, delivery can take between 1-5 business days.

For international orders, delivery can take between 7-90 business days. 

International
- Duties and taxes are the responsibility of the customer and may be levied upon delivery

Orders ship Monday through Friday from our warehouse on Kauai. Orders placed on holidays or weekends will begin processing the next business day.

Reshipping

Packages are returned for several reasons.  If you wish to have your package reshipped, you must email us with your name (the name on your order) along with your order number and that you are still interested in receiving your purchased items.  

The package will have to go through our return policy of inspection before we can replace, refund, or reship.

If the package was returned because of an error on our end, and it passes our in-house inspection (see our Return Policy), we will reship the package at no cost to you.

If the package is returned due to an error other than from us, shipping costs must be paid before we can reship your package

Route Shipping Insurance

The Route Policy provides shipping insurance for your online purchases that are lost or damaged while in transit or “porch pirated” (“porch pirated” meaning the carrier reports the status as “delivered” but the parcel has been stolen from the delivery address and a police report has been filed).

Route will provide you with a summary of the Route Policy and instructions to file a notice of loss. Upon your agreement to these Terms of Use, the Route Platform and access to the Route Policy will be activated. If you opt in to the Route Policy, this charge will appear for you to review and verify at checkout. The Route Platform may, from time to time at Route’s sole discretion, test cost variances to identify the optimal conversion rate.

The Route Policy does not cover the following without a specific written amendment from Route: single orders exceeding $5,000 USD in value. All fees paid for the Services are non-refundable and non-transferable except as may be expressly provided in these Terms. 

Claims for packages marked “delivered must be filed after 5 days and before 15 days from the date the package was marked “delivered.”

Claims for packages presumed to be lost (where the status is not “delivered”) must be filed after 7 days (20 for international) and within 30 days from the last checkpoint.

 

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