Questions? You’ve come to the right place! Here are the answers to our most commonly asked questions.
How can I get in touch with you?
Please email us at firstname.lastname@example.org and allow us 24 business hours to respond. Our business hours are Monday – Friday 9am – 5pm EST. If you email us after 5pm on Friday we will return your email on Monday, and all emails will be returned in the order that they were received. Please know that our team is comprised of working moms who spend their off time with their families, thank you for your patience and understanding.
When will my order ship?
Our current turnaround time is approximately 3-5 business days, unless otherwise stated in the product page title or banner on our website. During holidays this may be extended to 5-10 business days. You will receive a shipment confirmation email when your order is being prepped for shipment, your order will ship within 24 hours from the time of receipt. Please allow 24 hours for tracking information to update.
Please keep in mind we are a small business and this is just an estimate, we work to ship your items as fast as possible and sometimes products will ship sooner than the estimated turnaround time. Thank you for supporting a small business!
How does the purchase protection work?
Route Shipping Insurance is an optional service we are happy to offer to customers. This purchase protection must be added at the time of purchase and cannot be added prior to checking out nor refunded.
You can read more about what is and is not covered by Route here.
If you purchased Route Package Protection at checkout and have a missing or damaged package, click here to start a claim.
Please do not discard any broken or damaged items until you have heard back from our team. We are happy to return or refund your item depending on our current inventory levels. Replacements are not guaranteed as inventory changes daily.
Please note: there are NO EXCEPTIONS to this policy.
Do you ship overseas and to P.O. boxes?
We currently ship to the U.S. and Canada. We will ship to P.O. boxes as well as APO / FPO addresses.
Do you accept returns or exchanges?
We offer ONE FREE EXCHANGE per order. Something not fitting right? We’ve got you covered and are happy to exchange unworn and unwashed items within the window below. This is not a one item exchange, but rather one size exchange per order. If after one exchange you are still not happy with the new size we are happy to make another — though the shipping cost will be your responsibility.
Exchanges must be requested within 3 days of receipt of the item, as shown in the item tracking history. Our email response time will not affect your exchange window, please allow us 24 business hours to respond (Mon-Fri 9am-5pm)
If you need to make an exchange, please follow these steps:
- Email us at email@example.com with:
- the item + size you currently have
- your order number
- what size you need to exchange for
- Once completed, we will reply within 24 business hours with a prepaid return label or additional options if your size is unavailable.
- Your shipping label will be delivered via email. Download, print, and affix to your package. Returns can be popped into your mailbox for carrier pickup. You do not need to visit a post office.
- IMPORTANT NOTE: Once you submit a request for a return you will have 3 days to get the package to USPS before the label expires. If your item is not scanned in within 3 days, the label will no longer be valid and exchange voided.
If you experience any issues while processing your return label at the link above, please email us at firstname.lastname@example.org
Need to make a return? No problem. We do not process refunds. Returns will be processed as a store credit for the same amount as the item purchased, less shipping costs. Store credits do not expire.
*Please note: the only items accepted for return are NEW apparel and accessories. Due to health and safety protocols we cannot process returns on drinkware, coffee, or tea. No exceptions.
Past the exchange window? Feel free to post your item for sale or trade in our BST group here.
Please note: there are NO EXCEPTIONS to this policy.
Can you change my shipping address after an order is placed?
We cannot guarantee it, but we’ll certainly try. If you made a mistake on your shipping address please email me at email@example.com with your order # and info, and we’ll do our best. Due to the volume of orders we receive, no promises!
I forgot to apply my coupon code! Can you add it after my order has been placed?
Unfortunately we cannot apply coupon codes once your order has been placed.
Do you offer upgraded shipping?
Yes, we do! Please email us firstname.lastname@example.org BEFORE placing your order and we will review express shipping methods.
Can I send a note with an order I placed?
Yes, absolutely! If you are sending a package to someone other than yourself and would like a note to be included, please leave your note in the NOTES section at checkout and we’ll be sure to add it.
Do you offer local pickup?
Yes, we do! Please select this option at checkout and we will send you an email with our store hours when your order is ready for pickup.
Do you replace defective items?
Please see above for Route Package Protection. We will replace defective items within 3 days of receipt as shown on the product tracking. Please note once an item is washed we are unable to replace it, we hae a very thorough quality check process and replacements will always be at the discretion of our team and are not guaranteed. Please email us at email@example.com with any defective item issues.
Do you do collaborations or sponsorships?
Yes, we do! Please email us at firstname.lastname@example.org to inquire about current collaboration opportunities.
Do you offer wholesale?
Not at this time.
Can I purchase your t-shirts blank?
Unfortunately no, our garments are only available with our exclusive designs.