WHEN WILL MY ORDER SHIP?

We strive to ship your order the same day if the order is placed before 10:00 AM PST. Orders placed online after that will be shipped the next business day.  

WHERE IS MY ORDER?

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. 

ARE YOUR PRODUCTS CLEAN?

IS MY PACKAGE INSURED?

All orders placed will have Route shipping insurance added to cart at checkout for 2.5% of your order value. This will protect your package against loss, theft, or damage. We strongly recommend this option, however, if you prefer to opt-out of coverage you may do so at via the toggle button at the bottom of the cart.

If your package is lost, stolen, or damaged and you did not protect it with Route, we will do everything we can to assist you, however, we are no longer responsible for packages once they are in transit.

HOW DOES ROUTE PACKAGE PROTECTION WORK?

If your Route-protected order ends up lost, damaged, or stolen, Route will help your order get replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

WHEN SHOULD I FILE A CLAIM?

Marked As Delivered (Stolen)

• Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered 
• Please note, some order issues may require a police report to be filed

Stuck In Transit (Lost)

• For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
• For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

• Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

MY ORDER ARRIVED DAMAGED.

In the unlikely event your order arrives damaged (not just cosmetic) or defective, we are here to sort that out as quickly as possible for you! 

To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here. 

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at hello@highbrowlab.com and we will be happy to work with you to remedy the situation.

HOW DO I FILE A CLAIM?

If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?

 
Yes we do! We always suggest reviewing your local government's import laws and minimum tax threshold prior to placing your order. 

We do not charge any additional taxes or fees other than those required by the United States, however, you may have additional fees associated with importing into your country.

Unfortunately, there is not a whole lot we can do for customs and duties or abandoned packages.

 
Due to our fast shipping window, we cannot guarantee any changes to your order. You are always welcome to email us at hello@highbrowlab.com with your request!

 
As we strive to ship your order out as soon as possible, we cannot guarantee any cancellations. If it has already left our warehouse, you may send it back to us upon receipt and we will refund you for your purchase, excluding shipping and a 10% restocking fee.

If your order has not left our warehouse and we are able to cancel your order, a 10% restocking fee will apply.