We’ll send you an email with all the details as soon as your goods leave our warehouse. Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. You can also download Route’s mobile app for iOS or Android to visually track your package and receive notifications on its estimated delivery. As always, please reach out to us at email@example.com if you have any concerns or questions about your package.
In addition to the US, we are only shipping to Canada and Mexico at this time.
Import duties and taxes are not included in the product price or shipping and handling cost. It may be collected upon delivery from the carriers for certain packages. You may check with your country’s customs office to determine what these additional costs may be.
Please check Urban Outfitters for international shipping options as they may ship our product to your country.
Lost, Stolen, or Damaged Orders
In order to give our customers the best possible delivery experience, your Love & Pebble purchase has the option to add Route Protect for a nominal fee. This service is a premium package protection that easily allows you to file issues for lost, stolen, or damaged packages in the unfortunate case that they arise.
Need to file a shipping issue? File here.
What are Route’s Policies?
When you add Route Protect, you can easily file an issue for a lost, stolen, or damaged package. When you file an issue, it will be reviewed for approval for a reorder or refund within 1-2 business days.
Marked As Delivered (Stolen)
- Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered
- Orders over $100 USD require a police report
Stuck In Transit (Lost)
- Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date
- Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date
- File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.
- If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at firstname.lastname@example.org and we will be happy to work with you to remedy the situation.
Route Refunds vs Reorders
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!
Your satisfaction is our priority. If you’re not happy with Love & Pebble, we offer a 30-day Money Back Guarantee. We offer returns and exchanges on purchases that are returned within 30 days of receiving the items. Items you wish to return for a refund must be mailed back with our pre-paid shipping label and received by us at Love & Pebble.
A refund for the product value will be processed back to your original payment method minus the cost of shipping. If purchase was made at Urban Outfitters or Amazon, please see Urbanoutfitters.com or Amazon.com return policy.
For instructions on returns, kindly send us an e-mail at email@example.com and include the following information:
- Full Name
- Order ID
- Email address
- Details or reason why you would like to return
We will respond to you within 24 hours after receiving your e-mail.
If you purchased a bundle or qualified for a free product, the free product must also be sent back with your entire purchase for a full refund. If an item is missing, we will not issue a refund.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and are processing your refund. The refund will automatically be applied to your credit card or original method of payment within 5 business days.
If you’ve been notified that you’re receiving a refund, but it has been more than 5 business days since the notice has been issued, please contact your bank. There is often a processing time before the refund is posted to your account.
If you have additional questions, please contact us at firstname.lastname@example.org
Exchanges (if applicable)
For Instructions on exchanges, Please email us at email@example.com and include the following information:
- Full Name
- Order ID
- Email address
- Details or reason why you would like to exchange
We will respond to your request within 24 hours after receiving your e-mail.
Please note, you will be responsible for the shipping back items for exchange and we recommend using a trackable service as lost return items cannot be reimbursed.