Lead Time, Shipping, Returns, Cancellations
Lead TimeThe time we need to complete an order varies based on demand and order queue at that moment. The current lead time for 'normal processing time' orders is 2-4 weeks from placing the order to cables shipping. Our products are handmade, customized items and we thank you for your understanding with this!
International shipping notice:
Due to Covid-19, there have been some delays in recent weeks with USPS packages destined for countries outside of the United States. For a timely delivery, DHL Express Worldwide is recommended. Please check here for information specific to your country.
If you purchase USPS First Class International Shipping, it is highly likely that your package will get "stuck" in Miami for 1-2 weeks. Unfortunately, this seems to be the norm, and not something we can control. Therefore, we highly recommend using DHL Express Worldwide for international shipping.
Route Shipping Insurance & Claims
If you have already purchased cables with the Route shipping insurance, note that we cannot file a claim until there have been 20 days with no tracking updates. If and when that occurs, please contact us at firstname.lastname@example.org for help filing a claim and replacing your cables.
After we file a claim, Route Shipping Insurance will process and approve the claim, help provide you a refund for your cables (minus the cost of insurance + shipping), and email you directly with status updates about the claim.
Once you have been issued a refund, please email us to let us know you have received it (Route does not notify us for some reason), and we will re-issue an invoice so you can reorder your cables. For a small fee, we will upgrade your shipping for you: International Orders will be $10 to upgrade to DHL Express; Domestic Orders will be $7 to upgrade to UPS Ground shipping. Then we will process and ship your order within 2-4 business days.
Please note a claim must be filed within 30 days of the last tracking update.
We offer a variety of shipping speeds. We also ship worldwide. International buyers are responsible for any customs and import taxes that may apply. Please know that international shipping can be unpredictable at times, and we are not responsible for delays due to customs.
For all orders, we highly recommend adding Route shipping insurance. It only costs ~1% of your order total and protects you from lost packages, theft, and damage in transit. Route insurance can be selected on the shopping cart page.
Package Didn't Arrive?
If your tracking link tells you that your package has been delivered, but it has not yet been delivered, please don't panic! This seems to be a common glitch with the different delivery companies we use. Usually orders are delivered within 24-48 hours after a package is marked as "delivered." We also encourage you to check any cameras nearby to ensure that no theft has occurred.
Again, the Route Shipping Insurance will replace your order if a package is marked as delivered but never arrives. However, we must wait 5 days after a package is marked "delivered" to file a claim, so please wait to contact us until those 5 days have passed.
Returns and Exchanges
We do not offer returns or exchanges on custom cables due to the highly personalized nature of the item. However, if there are any issues with your cables upon arrival please contact us with your order number and issue, and we will take care of you right away.
All cancellation requests are subject to a 5% cancellation fee. This fee is due to changes in refund policies from our payment processors.