Shipping and Returns
We are more than happy to answer any questions or concerns you may have about your purchase. Please reach out to us at firstname.lastname@example.org or call us during our office hours (8AM- 4PM, EST) at 1-828-865-2462.
Typically, all orders will be shipped out within 1-2 days (excluding weekends). All orders over $125 will receive free shipping within the continental United States. We can ship to Canada (requires customer to pay for shipping) but cannot ship internationally. In addition, as we cover the cost of shipping on all orders of $125 or more, the buyer will be responsible for shipping any products back for a return/replacement. We do not accept returns or exchanges on items that are not lost, stolen, or damaged.
Paper prints and posters will come professionally rolled in a customized tube showcasing Ryan's wildlife sketches. Canvas prints are carefully wrapped and packed in bubble wrap before shipping inside a standard cardboard box.
RETURNS & REFUNDS
CUSTOMERS WHO PURCHASED ROUTE PURCHASE PROTECTION
NOTE: We highly recommend purchasing our Route Protection plan to ensure the best possible shipping experience.
What is Route Package Protection?
Route's Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Package Protection can be added during checkout.
You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here
Purchased Route's Package Protection and looking to file a shipping issue online? File here
Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Need to file a claim? File here
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes. In both cases, the Route Premium cost will not be refunded
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection
When Should I File a Claim?
If Your Package is Marked As Delivered (Stolen)
Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when the package was marked delivered. Please note, some order issues may require a police report to be filed.
If Your Package is Stuck In Transit (Lost)
For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last UPS update. The maximum filing time is 60 days from the order date. For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
If Your Package is Damaged
Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here
What if My Order Never Arrives or is Stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout.
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at email@example.com or call us during our office hours (8AM- 9PM, EST) at 1-828-865-2462 and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Haven’t downloaded the app yet? Download here
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.
CUSTOMERS WHO DID NOT PURCHASE ROUTE PURCHASE PROTECTION
If you did not purchase Route Protection at checkout, our team is more than happy to answer any questions or concerns you may have. Please reach out to us at firstname.lastname@example.org or call us during our office hours (8AM- 9PM, EST) at 1-828-865-2462.
Note: We only refund or replace items that are damaged or defective. Any requests must be placed within 14 days of delivery.
If your package arrives defective or damaged, please take the required photos below before unpacking the product. We will need the following photos in order to file a claim:
Photo #1: A photo showing three sides on the damaged package.
Photo #2: A photo showing the opposite sides of the damaged packaging.
Photo #3: A photo showing the damaged merchandise inside the original box with the original cushioning. (This should show the placement of the merchandise and packaging inside the box)
Photo #4: A photo of the damaged item.
Photo #5: A close up photo of the shipping label with the tracking number (please zoom in enough to read the tracking number, this number usually begins with 1Z).
If you would like to exchange your damaged or defective item for an identical replacement, submit the photos above with your request to email@example.com. We will review and notify you of the approval or rejection of your refund.
Returns can be sent to the following address:
Ryan Kirby Art & Illustration
276-H Watauga Village Drive
Boone, NC 28607