Lead Time, Shipping, Returns, Cancellations
The 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 two weeks from placing the order to cables shipping. Our products are handmade, customized items and we thank you for your understanding with this!
If you want your cables to ship sooner than this window, you may pay a Rush Processing Fee to jump to the front of our order queue. We offer two different speeds: 2 Business Day Rush Processing (Saturday and Sunday are not business days) and 1 Week Rush Processing. Please be sure to add your choice for each individual cable in your order. (i.e. if you are ordering 4 cables and want to rush them, you should also have the 4 corresponding Rush Processing Fees in your cart as well.)
International shipping notice:
We offer two types of international services - express services (UPS Worldwide Expedited and UPS Worldwide Saver) as well as a slower, more economical option (UPS Worldwide Economy). The expedited services are delivered door to door by UPS.
UPS Worldwide Economy is a new service where UPS exports the package from the United States and then transfers it to the postal carrier in your country. Your local carrier is then responsible for the final delivery. Please note that Worldwide Economy is not fully tracked to all countries.
Please note that tracking for UPS Worldwide Economy shipping is not reliable. Sometimes they scan packages into the system later in the shipping process, and sometimes they won't scan the package at all until it is delivered. Just realize that if you choose this shipping method, the tracking information will probably not update as often as you'd like, and pslate customs cannot do anything about it once the package leaves our facility.
Please note that the UPS Worldwide Expedited and UPS Worldwide Saver services are fully trackable worldwide.
Route Shipping Insurance & Claims
Please note that declining Route Insurance on your order is accepting any possible outcome of shipping (i.e. lost packages, stolen packages, packages damaged during shipping, etc.). In order to insure that your cables arrive safely, please purchase Route Shipping Insurance, especially if you are shipping to an address outside the U.S. We do not earn a commission from Route for selling the protection.
If you have already purchased cables with the Route shipping insurance, note that we cannot file a claim until there have been 20 consecutive 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 UPS Expedited; 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; they will not approve claims after the 30 days have passed.
Please note that pslate customs does not make any money or receive any benefits from our customers' purchases of Route Shipping Insurance. The insurance is simply a third-party service we choose to offer our customers to insure that our products arrive to them in a safe and timely manner.
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 ~2.5% 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.
*If you choose to utilize Shop Pay Installments, your cancellation will be subject to a 6% cancellation fee, as their transaction fees are higher than those for standard, lump sum payments.