NOTE: ALL shipping discounts apply to domestic orders only.
Where is my order?
Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.
When are orders shipped?
Orders placed after 9am Eastern may not be shipped until the following business day.
If you placed a pre-order, ALL the items in your order will ship altogether once the backordered product is back in stock.
Depending on where you are located, some items may be packed cold. When you receive your package, please double-check each pouch and package as they may be contained in a smaller inner container. Any COLD packed items placed after 9am Eastern on Thursday, may not be shipped until the following Monday.
Orders are NOT processed over the weekend or on national holidays and will be shipped on the following business day.
How are orders shipped?
Domestic Orders (United States)
All domestic orders (United States orders) are prepared, packaged, inspected, insured, and shipped out from our USA warehouse. We use domestic transportation services provided by DHL, USPS and FedEx to make deliveries across the entire US including Hawaii, Alaska and outside territories.
All domestic orders over $100 will be shipped FREE via DHL and be delivered in 3-5 business days.
View USPS's policies here: https://www.usps.com/ship/priority-mail.htm
View FedEx's rate sheet and transit times here: https://www.fedex.com/en-ai/shipping/rates.html
International Orders (outside of the United States)
All international orders are currently prepared, packaged, inspected, and shipped out from our USA warehouse. We use international transportation services provided by FedEx or DHL to deliver across the world.
If this is your first time buying from the United States: please ensure to look into your country's import process to fully understand the import process and to determine if there will be any customs taxes levied on the package. As a general observation: if you pay a local sales tax for goods and services, you will most likely encounter the same kind of taxation during the import process. Every country is different so please ensure to understand your country's import process.
NOTE: International orders may be subject to Customs Duty charges upon receipt of the package.
Duties and taxes are not included in the price of the goods you purchase, and are not included in the overall shipping costs you pay to for freight/shipping costs.
When goods are not shipped domestically (within your country) or within a single customs union, such as the European Union, they may be subject to a customs duty, which is a tariff or tax imposed on goods when transported across international borders.
You may be liable to pay any inbound duties and taxes which your local customs authority deems appropriate.
What if my order never arrives or is stolen?
Don't worry! We now offer Route package protection to help cover the cost of lost, damaged or stolen packages
To protect your order against loss or theft, add Route+ package protection at checkout.
When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
The Ruscio Institute is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.
What if my order is damaged?
To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at email@example.com and we will be happy to work with you to remedy the situation.
What do I get when I insure my order with Route+?
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 in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
What are Route’s terms and conditions?
Route’s terms and conditions are listed here:
How do I file a claim for my lost, stolen or damaged order?
If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here:
Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
If you have NOT purchased Package Protection, please email us at firstname.lastname@example.org.
*Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.
Does Route+ cover stolen items?
Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.
Is Route a licensed insurance company?
Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.
What should I do while I wait?
Domestic (United States) Orders
It may simply be misplaced by the delivery driver or mis-scanned by the driver and arriving later than originally stated.
While you are waiting, please:
• Check around your mailbox, porch, any hidden areas and see if the delivery driver placed it there.
• Check with your neighbors and see if they have received your package.
• Drop a note in your mailbox with your tracking number so that your daily USPS driver can look into it too.
Your original package may actually come in one day due to carrier errors and if that is the case please do let us know and we can provide you a free return label to ship it back to us.
International (outside of the United States) Orders
Your package is most likely at your local FedEx or DHL office. Please make sure to call your local FedEx or DHL office and provide the tracking number to begin an investigation first.
Then contact us and we'll immediately start a formal inquiry with FedEx or DHL to locate your package.
Refunds & Returns
Please read below because we have a different approach for opened and unopened products. Please complete this form with our Customer Care team. We'll review your request and do our best to resolve all requests within a few business days.
We ask that you send the unopened bottles back to us in the same condition that you received it, within 90 days of the date of purchase for a full refund. To be eligible for a full refund, your returned items must be unused and in the same condition that you received it.
If you bought more than one bottle of a supplement on your first purchase or if your product is unopened, and you wish to return them, upon completion of the form above, we will send instructions on how to return the products to us.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 10 business days.
Shipping costs are non-refundable.
When you select to use your own shipping method, we highly recommend using a trackable shipping service AND purchasing shipping insurance. We cannot guarantee that we will receive your returned item without a tracking number.
In order to serve you better, if you ordered any of our supplements for the first time, tried it and had a reaction to it or one of its ingredients, we may be able to give you a full refund. No return necessary. This It’s-On-Us Guarantee is only valid for first-time purchase of a single (1) opened item and is redeemable up to 90 days after the first purchase date.
If you purchased more than one of these items, you MUST send the unopened bottles back to us in the same condition that you received it, within 90 days of the date of purchase for a full refund. To be eligible for a full refund, your returned items must be unused and in the same condition that you received it.
Late or missing refunds (if applicable)
• If you haven’t received a refund yet, first check your bank account again.
• Then contact your credit card company, it may take some time before your refund is officially posted.
• Next contact your bank. There is often some processing time before a refund is posted.
• If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
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