Order Help & FAQ

Everything you need to manage your order in one place. If you can't find what you're looking for, open a support ticket or call us at (844) 994-2637 Mon-Fri, 9am-3pm Pacific.

📦 Track Your Order

Your tracking link is in your shipping confirmation email. If the link doesn't work, your shipment may have been sent through one of our alternate carriers:

  • USPS shipments — Use the tracking link in your email, or go to USPS Tracking
  • Global Post shipments — The USPS link won't work. Track at GoGlobalPost.com
  • Asendia shipments — Orders ship in bulk to our freight forwarder weekly. Tracking will show "Shipment Information Received" until the parcel reaches Los Angeles (usually 5-10 business days), then it will begin updating.

📅 Pre-Order Information

Pre-order items ship when the manufacturer releases them to us. The estimated shipping date on the product page reflects the original manufacturer estimate.

If your order contains both in-stock and pre-order items, the entire order ships together once all items are available. If you'd prefer us to split shipment, open a ticket and we'll send you an option to pay for additional shipping.

👉 Check Pre-Order Status Updates for any date changes.

↩️ Returns & Exchanges

You have 30 days from delivery (not the order date or ship date) to initiate a return.

👉 Download your return label here

Past the 30-day window? Open a support ticket and we'll see what we can do.

🛡️ Lost or Damaged Package?

If you added Route Shipping Protection at checkout, you can file a claim directly with Route for fast resolution.

👉 File a Claim at claims.route.com

Didn't add Route? Open a support ticket and we'll help you out.

📍 Wrong Address?

Order hasn't shipped yet? Open a ticket immediately and we'll update it before it ships.

Order already shipped? Try a USPS Package Intercept to redirect your package.

If you've filed a USPS Change of Address, your package should reroute automatically.

🧾 Receipts & Invoices

Your order confirmation email contains a link to download a PDF receipt. If you can't find it, open a ticket and we'll send one over.

Still Need Help?

Our support team typically responds within 1 business day.

Open a Support Ticket

or call (844) 994-2637 Mon-Fri, 9am-3pm Pacific