Here you will find answers to some of our most Frequently Asked Questions. Reach out if we can help with anything else.
Shipping
Yes we offer free shipping on orders, the criteria are below: 1. Order is greater than $99 in value. 2. The order is shipping Contiguous US. We do ship to Alaska and Hawaii but there will be an additional shipping charge. The shipping rate is calculated based on the size and weight of the order and we’ll use the best rate available. 3. Order is less than 80 inches long. If any item exceeds 80 inches long there could be an additional shipping charge. This will be communicated prior to the order being placed, no surprises.
The short answer is Yes we provide optional shipping insurance through Route and we highly recommend getting it. We want your beautiful shelves to arrive safely at your door! That's why we offer optional shipping insurance through Route. Why Consider Route? While we take great pride in our packaging and quality control (every shelf is inspected before it ships!), unexpected events can happen during transit. Route provides additional protection for your order in case of: Damage: If your shelves arrive damaged, Route helps you get a replacement quickly. Loss: If your package is lost in transit, Route helps you get a refund or replacement. Theft: In the rare case of theft, Route can help you get reimbursed. The Choice is Yours!
Peace of Mind with Route Shipping Insurance (Optional) While we take great care with packaging, unexpected events can happen during shipping. To give you added confidence, we offer optional Route shipping insurance at checkout.** What is Route? Route is a shipping insurance company that covers packages that are damaged, stolen or lost in transit. How Does Route Work? If your Route order ends up damaged, stolen or lost, Route's expert support team helps ensure that your order gets replaced or refunded. Claims will be reviewed for approval within 1-2 business days from filing. Need to file a claim? You can file a one-click claim file here.
Yes, come meet the team, see the shop and skip the shipping. Message us to pick up your order and we’ll schedule a good pickup time.
Returns/Exchanges
We get it, sometimes plans change and our goal for you to love and use everything from us. Unlike a lot of made to order manufacturers we offer returns on our items. Please submit a claim using Route one-click claim if your order has been damaged, stolen or lost in shipping. Due to the made to order nature of our products returned orders will be assessed a 50% restocking fee. Please note customers are responsible for all return shipping costs, and materials must be returned in unused and resalable condition. Returns must be initiated within 30 days of shipment. Returns are accepted only if stock items are not used, damaged or altered in any way. No returns are accepted on altered or custom items.
You may exchange your order. We treat it as 2 separate transactions (a new order and a return of the original order). The original order will be assessed a 25% restocking fee. Please note customers are responsible for all return shipping costs, and materials must be returned in unused and resalable condition. Returns/exchanges must be initiated within 30 days of delivery.
Returns must be initiated within 30 days of delivery.