What is Route Protection and Why Should I care?
We have partnered with Route Protection to help customers with lost/stolen packages. For more info on how Route works, their policies, etc, please click here. If you unselect Route when you checkout, WE CANNOT HELP YOU ONCE THE PACKAGE LEAVES OUR WAREHOUSE. We cannot call the carriers or reimburse. Please read that again several times.
We are in the process of switching insurance companies. If you made a purchase after February 22 at 6 PM EST, please contact us and not Route if your package has been lost.
The tracking says my package was delivered, but I don't see it anywhere.
Sometimes carriers blow. And blow hard. Many orders get marked as delivered when they are still sitting in your carriers truck.
If you live in an apartment building please check with your front desk attendants and the area surrounding the mail center. 99.99% of the time it has been misplaced, it has fallen behind a shelf, or it has been piled with your neighbor's mail. Alternatively it may have been left with one of your neighbors. Tell Suzy to give you your package back.
If you still can't find it, we recommend calling / visiting your local USPS/ UPS / Fedex office. They will be able to speak to your mail carrier directly and do a geolocation check. Do not call the main USPS hotline.
I tracked my package and it hasn't left your warehouse. It doesn't appear that the carrier even has it.
In this case, your package was lost. Please contact us so we can reimburse you or send a replacement. Please note AFTER the package has left our warehouse any claims must be filed with Route.
FILING A CLAIM:
If you still can't find it and selected Route Protection at Checkout, please click here to file a claim. If Route approves your claim, they will reimburse your items purchased and we will reimburse the shipping after your claim with them finishes processing. DONZO!
I'm a gambler and decided to take my chances so I did not select Route:
We are unable to reimburse for missing or lost packages. Please reach out to the carrier directly. Sorry dude, we told you to get Route.
We do not reimburse for packages marked as delivered. If you are missing a package marked as delivered please contact your local post office. If you live in an apartment building, please ask your front desk, the mail center, and/or surrounding area. Most of the time they are found. They will be able to help you locate it.
My package still says it's in pre-shipment days after receiving tracking. Are you holding my package hostage?
No, we are not. That wouldn't make any sense. Regardless of what the carrier says if we you received tracking it means your package has been picked up by the carrier from our warehouse and shipped. The carrier is either delayed in scanning the package or has lost it. If 5 days have passed and it still hasn't moved, please contact us.
What are the shipping / processing times?
Ordinarily, items ship within 1-3 business days (that's Monday - Friday, duh) unless otherwise specified. From Nov 1 - Dec 25th, orders ship within 1-5 business days. Certain apparel items that ship separately take 2-9 business days to ship. See description.
U.S. packages generally take 2-9 business days to arrive after shipping. Canada takes approximately 2 weeks. All other international orders can take up to 5 weeks.
Choosing expedited shipping does not change the processing time.
USPS does NOT guarantee delivery times, they only provided expected delivery dates. UPS and FedEx are more accurate but can experience delays. Therefore Crimson and Clover CANNOT guarantee delivery times. When our crystal ball is working again we will let you know.
Please see USPS policies if you would like more info.
What if I need my item by a certain date?
Delivery times are not guaranteed. Yes even if you purchase expedited shipping. FedEx and UPS fuck up too.
How do I track my item?
Your tracking number is emailed to you.
My package has been shipped but is stuck in transit. What gives?
Your tracking number is emailed to you. Unfortunately, we don't have any additional information other than what the carrier provided. If you purchased Route, you can file a claim with them after 7 days after the last tracking update. If you did not purchase, Route we are unable to help.
I'm a dingdong and I put the wrong address and/or I need to cancel what do I do?
There's a 99% chance we cannot change the address or cancel after an order has been placed so don't fuck it up the first time. Packages are ONLY sent to addresses on file. Buyers are responsible for having the correct address.
We cannot refund for orders with incorrect shipping addresses if it has already shipped until the package is returned to us. You will be refunded minus shipping.
We will do our best to change addresses and/or cancel before your package leaves the warehouse, however orders go to our warehouse immediately and it isn't always possible. So if we can't you're SOL.
If your address is incorrect and we need to contact you, it will delay your shipment.
I neglected to read/understand something and now I'm angry
Returns, exchanges, and cancellations
Please read our policies below before starting a return.
To start a return please click here.
What items are returnable?
- Within 30 days from the date of purchase
- In unused and saleable condition
- In the original packaging with all the tags intact
What items are non-refundable?
The following items cannot be returned:
- Sale items
- Your mom
Can the items be exchanged?
We do not provide exchanges at this time.
What are the refund options?
The following refund options are supported:
- Refund to the original payment method minus $5 return label charge. You will receive a refund for the item only and not shipping. If you received free shipping over $50 and your order now falls below $50, a $5 shipping fee will be deducted.
- Items must be returned within 30 days for a refund. After 30 days, you will receive a gift card.
How do I ship back the items?
For instructions on how to ship the returned products, refer to the email received after placing the return request.
How soon will I get my refund?
Once your returned item is received and inspected, you will receive a refund within 5-7 business days. Used items will not be eligible for refund.
At this time we are unable to offer exchanges.
My item was broken. Or something is missing.
Please contact us within 48 hours of receipt. We cannot replace items after that.
Please note the buyer (that's you) is responsible for paying any taxes/duty upon arrival in their home country. Any packages that are sent back because the buyer refused to pay taxes will not be refunded.