Need to get ahold of us?
Email us at firstname.lastname@example.org. This is our only monitored customer service email. Questions to any other email address will NOT be answered.
Online Customer Service Hours
All orders are shipped using 2-5 day shipping. We cannot guarantee any delivery dates. We ship using the option selected by you at checkout. $4.99 flat rate shipping does NOT include package insurance. If you want your package insured, you must purchase Route purchase protection at checkout. All shipping claims are handled exclusively by Route. For our customer's convenience Route is automatically added to your order unless you select decline coverage in your cart. If you need a rush order please contact us before purchasing to see if we can accommodate your timeline. We ship Monday-Thursday. We have a standard order processing time of 1-3 business days. During the holiday season or significant sale weeks (tent sale and birthday sale) the processing time is extended to 2-5 business days. Our processing time is in addition to the number of days it takes the mail carrier to ship your package. You will receive an email with your tracking number when your order ships. We do not refund or replace items that have been marked as delivered by the shipping carrier. If your package is lost during transit, upon request we will provide you with pictures of the drop off receipt so you can open a claim.