Our team is available during business hours for any questions or support you may need.

Our Customer Service team is here to help! You can email us here, and we’ll get back to you within 24 to 48 business hours. Alternatively, you can give us a call or text 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

I spent $150 why am I being charged shipping?

Why can't I choose Express Or Overnight Shipping?

Shipping Options for USA

How can I upgrade my shipping method after placing an order?

Can I request a replacement for a wrongly sized or defective item I received?

Will JLUXLABEL update shipping addresses for unfulfilled orders?

How can I track my order and what should I do if there's no update?

Why isn’t overnight shipping available for my order?

Can I split my order to qualify for overnight shipping?

What items or orders typically exceed the weight limit for overnight shipping?

SHIPPING

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?

What happens if my order shipment is delayed?

What should I do if my order was returned due to an address issue?

What should I do if my items were delivered to the wrong address?

What if my package is already shipped to the wrong address, can I still update it?

What happens if my parcel is marked as delivered but is not received by my third-party shipping company?

DELIVERY

How does Klarna work?

How does Afterpay work?

Why was I charged more than once?

How does Sezzle Work?

How does Shop Pay Installments work?

How does PayPal Installments work?

PAYMENT

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?

How do I add package protection to my order after purchase?

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?

Can I return a personalized item?

What can I do if I've missed the return window but still want to exchange or return an item?

What is the policy for returning items received as a courtesy replacement?

How can I return a damaged item and get a replacement or refund?

How are funds released if my card changes?

JLUXLABEL Outlet Return Policy

Why can't I generate a QR code after submitting a return?

What should I do if I can't see the QR code option?

Can I still return the item without the QR code?

RETURNS

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?

Can I exchange my personalized item for a different size?

What can I do if I've missed the return window but still want ot exchange an item?

EXCHANGES

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

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?

Can I change the size of a product after placing an order?

What if the damage is not visible on the product's outside design?

I placed an order but haven't received a shipping confirmation. What should I do?

Why was my payment method declined when placing an order?

How can I obtain my order number if I lost it?

Can I change the style, color, or size of an item in my order after it has been placed?

How do I add items to my order after it has been placed?

ORDER ISSUES

Does JLUXLABEL have any physical stores or locations?

Do you offer wholesale opportunities for other businesses interested in your products?

How to Identify and Avoid Scams Claiming to Be JLUXLABEL

Why can't I log into my account on the website?

How do I log in to my account now?

What does it mean if my item is on preorder?

MISCELLANEOUS

Do you have information about when items will be restocked?

Are there any alternative ways to purchase sold-out items?

RESTOCKS

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?

How is my refund processed and when will it reflect in my account?

What can I do if I face issues during the return process?

What should I do if I change my mind about items selected for return?

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?

What are the benefits of reaching a higher tier in the rewards program?

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

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?

Why can't I apply a coupon code to certain items?

How can I tell if an item is excluded from coupon codes?

What happens if I try to use a coupon on a sale or outlet item?

Can I apply reward points to sale, outlet, or clearance items?

Can I return or exchange a Sample Sale item?

Are Sample Sale items brand new?

Will Sample Sale items be restocked?

How can I shop the Sample Sale?

Are discount codes or rewards points applicable to Sample Sale items?

What if I receive a damaged or incorrect item from the sample sale?

SALES & PROMOTIONS

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 file a route claim?Updated 2 years ago