Route Returns allows customers to file returns, receive labels, and track the progress of their returns. Brands use Route Returns to offer their customers an easy and seamless returns experience.
How does Route Returns work?
If you purchased an item from a brand that uses Route Returns and you’d like to return an item, please visit the brand’s website and navigate to the “returns/return policy/start a return” section. From here, you’ll enter their Returns Center, where you’ll submit a few details, such as what you’re returning, why you’re returning it, and how you’d like your refund.
Once you’ve submitted your return, you’ll receive a QR code or a label to print. Choosing the QR code (available with select carriers) allows you to take your return directly to the carrier to have a label printed and the item shipped back. This means you don’t need to have access to a printer to complete your return. You will receive an email from Route as soon as your return is picked up by the carrier. This email will direct you to Route Returns to track your return as it makes its way back to the brand; you will also be able to track the status of your return, and receive confirmation when your return is approved and your refund has been processed.
What if I have questions about my return or the brand’s return policy?
Please contact the brand or retailer directly.
What if I need help with my return?
Please contact the brand or retailer directly.
How will I be refunded for my return?
Once the brand has approved your return, you will receive a refund to your original form of payment, or as instant store credit. Refunds to instant store credit will be delivered via email as a store gift card as soon as your return has been approved. Refunds to your original payment method will be processed 3-5 days after your return has been approved. Please note that some brands choose to automatically approve returns, and some choose to review and approve them manually, so the time it takes to get a return approved will vary.
How long do I have to make a return?
You must file for a return within the brand or retailer’s policy guidelines, listed on their website. Using Route Returns does not affect the brand’s returns deadlines or policies.
How long does the return process take?
Please see the brand or retailer’s return policy listed on their website for more details.
I’m not able to click on one of my items in the Returns Center to start a return for it. How do I start a return for this item?
Not all items are eligible for return. The brand you purchased the item from might have marked this item as non-returnable, which is why you’re not able to initiate a return for it. If you have further questions about returning this item, please contact the brand or retailer directly.
Are there any situations where I cannot return my item?
For more information about returns and a full list of scenarios in which items may be ineligible for return, please see the return policy listed on the brand or retailer’s website. Items ineligible for return will be marked as such in the brand’s Returns Center.
Can I exchange my item with Route Returns?
If you’d like to exchange an item, please reach out to the brand or retailer directly to begin this process.
Can I track my return order?
You will receive an email from Route as soon as your return is picked up by the carrier. This email will direct you to the brand’s Returns Center where you can track your return. You will receive a confirmation when your return is approved and your refund has been processed.
What happens if my returned item gets lost, damaged, or stolen on the way back to the brand or retailer?
Please reach out to the brand or retailer directly for guidance about what to do next.
How is this different from Route Shipping Protection?
Route Shipping Protection covers items that are lost, stolen, or damaged in transit, and makes it easy to resolve the issue in a few quick steps. Route Returns is for circumstances when your item arrives in good condition, but you've decided you no longer want it. Please note that if you protected your order with Route Shipping Protection and you file a claim for that order, you will not be able to initiate a Route Return for it.
How is Route Returns different from Route Returns & Shipping Protection?
Route’s Return & Shipping Protection offers customers who shop with participating brands the option to pay a small fee upfront to avoid larger return and restocking fees later. This helps customers save money on returns.
Route Returns is a full service returns solution that allows customers to file returns, receive labels, and track the progress of their return.