Expect a response within 24-48 business hours. This may change during peak times.

Our Customer Service team are here to help! Send us an email here and we will get back to you within 24 to 48 business hours or give us a call at 1-(888) 307-1854

JLUXLABEL

<p id="isPasted">You can file a one-click claim through the email that Route sends you after you check out, or you can file a claim <a href="https://claims.route.com/" rel="noopener noreferrer" target="_blank">here</a>.<a href="https://claims.route.com/"></a><span style="font-family: &apos;Times New Roman&apos;,Times,serif;"><a href="https://claims.route.com/"></a></span></p>

You can file a one-click claim through the email that Route sends you after you check out, or you can file a claim here.

How do I file a route claim?

ROUTE PROTECTION

How do I track my order?

What do I do if my item has arrived damaged / faulty?

Do I need to let you know that I have sent my purchase back?

My package says delivered, but I didn't receive it

Will I be charged Custom & Import duties?

My order is being Returned to Sender

Why can't I track my package?

Why is my order delayed?

DELIVERY

Do you have a size guide?

Which size should I purchase?

I've been notified of a restock, but the item is still out of stock?

Where can I find out about restocks?

California Prop 65

PRODUCTS & SIZING

How does Klarna work?

How does Afterpay work?

Why was I charged more than once?

PAYMENT

Can I make changes to an order?

Can I amend my address once I've placed my order?

Can I cancel my order?

My item has arrived damaged / faulty?

What do I do if I am missing an item?

How do I find my order number?

Where is my order confirmation?

Do you refund shipping charges?

Why does the color of the item I received appear different from the images online?

ORDER ISSUES

Can I return separate orders in one parcel?

What is your return policy?

When will my refund be processed?

Do I need to send my return tracking number?

Why can't I generate a return label?

Why can't I initiate a return for my order?

What happens to items I returned by mistake or used the wrong shipping label?

RETURNS

What is Route Protection?

Where can I find the status of my Route Claim

What is Route and Green Protection

What is Carbon Neutral Shipping

I added Route to my order where is it?

How Does Route Work?

How Does Route Process Refunds or Reorders?

Does Route Cover my Package Being stolen?

How does Green Package Protection/Carbon Neutral Shipping work?

Is Route A Licensed Insurance Company?

WHAT IF MY PACKAGE GETS LOST, AND ROUTE REPLACES IT BY ORDERING ANOTHER NEW PRODUCT FOR ME, AND THEN THAT PACKAGE GETS LOST. DOES ROUTE COVER THAT TOO?

Can I Exchange an item?

Can I add expedited shipping to my exchange?

How long does it take to receive my exchanged item?

What happens if I forget to send my original items back?

Can I cancel my exchanged order?

My exchanged item is now showing out of stock!

Can I add a discount code to my exchange order?

Can I return my exchanged item?

EXCHANGES

I spent $150 why am I being charged shipping

Why can't I choose Express Or Overnight Shipping?

Shipping Options for USA

SHIPPING

HOW DO I SIGN UP?

WHAT ARE THE BENEFITS OF JOINING?

SIGNING UP

CAN I EARN POINTS FOR PURCHASES I MADE BEFORE JOINING THE PROGRAM?

IF I HAVE MULTIPLE EMAIL ADDRESSES, CAN I COMBINE MY POINTS?

CAN I CHANGE THE EMAIL ADDRESS ASSOCIATED WITH MY REWARDS ACCOUNT?

WHERE DO I TRACK MY POINTS AND TIER PROGRESS?

I FORGOT TO LOGIN AT CHECKOUT! CAN MY POINTS BE ADDED TO MY ACCOUNT?

WHERE CAN I FIND ALL OF MY REWARDS ACCOUNT INFO?

WILL I RECEIVE POINTS FOR PURCHASES I MADE PRIOR TO CREATING MY REWARDS ACCOUNT?

I ALREADY HAVE AN ACCOUNT. DO I NEED TO CREATE A NEW ONE TO EARN REWARDS?

DOES IT COST ANYTHING TO BEGIN EARNING POINTS?

ACCOUNT

HOW DO I REDEEM MY POINTS?

CAN I EARN POINTS ON ORDERS PAID WITH A GIFT CARD?

HOW DO I KNOW IF MY POINTS HAVE POSTED TO MY ACCOUNT?

WHY DIDN'T I EARN POINTS ON MY PURCHASE?

HOW DO POINTS CONVERT TO DOLLARS?

HOW MANY POINTS CAN I REDEEM AT CHECKOUT?

CAN I USE MY POINTS AND A DISCOUNT CODE AT THE SAME TIME?

EARNING & REDEEMING

IS THERE A LIMIT TO HOW MAY POINTS I CAN EARN?

PROGRAM LIMITATIONS

IF I RETURN MY ITEMS, DO I LOSE POINTS?

I MADE A PURCHASE WITH MY REWARD, BUT NOW I WANT TO RETURN IT. WHAT WILL HAPPEN TO MY REWARD?

CAN I CHANGE THE TYPE OF RETURN I REQUESTED?

DO TIERS/POINTS EXPIRE OR RESET?

HOW LONG ARE MY POINTS VALID FOR?

DO REFERRAL REWARDS EXPIRE?

DO REDEMTION REWARDS EXPIRE?

REWARDS EXPIRATION

HOW IS MY VIP TIER DETERMINED?

HOW MANY POINTS DO I NEED FOR EACH TIER?

HOW WILL I KNOW WHEN I HAVE REACHED A NEW TIER?

HOW DO I KNOW WHICH REWARDS TIER I AM CURRENTLY A MEMBER OF?

VIP PROGRAM QUESTIONS

I SIGNED UP FOR THE BIRTHDAY BONUS BUT I DIDN’T RECEIVE IT?

I RECEIVED AN ERROR MESSAGE WHEN REFERRING FRIENDS THROUGH THE EMAIL REFERRAL BOX. WHAT WENT WRONG?

I’VE REFERRED SEVERAL FRIENDS BUT HAVEN’T RECEIVED ANY POINTS FOR IT. IS THERE SOMETHING ELSE I NEED TO DO?

I BOUGHT AN ITEM WITH A GIFT CARD BUT DIDN'T GET POINTS?

TROUBLESHOOTING

HOW DOES THE REFER A FRIEND PROGRAM WORK?

REFERRAL

JLUXLABEL REWARDS

I want to return my Facebook Order

Can I exchange an item I ordered on Facebook?

Can I process my return directly through Facebook?

Why was my Facebook Return Rejected?

FACEBOOK

How do I reset my account password?

How do I unsubscribe from email and text/SMS messages?

ACCOUNT ISSUES

Is the friends and family sale a site wide sale?

I received a free item with my purchase, but I want to return the item(s). Do I need to send the free item back as well to get a full refund?

Why is my discount code not working in addition to the site wide sale?

Why am I being charged for shipping? My cart total is $150

Do you offer price adjustments?

SALES & PROMOTIONS

How do I file a route claim?Updated 5 months ago