We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. Learn more in the "Package Protection with Route" section below.

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. Green Package Protection can be added during checkout.

Every time you add Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

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 Green Package Protection and looking to file a shipping issue online? File here

We want to speak to you too! Contact us with any questions, concerns, or feedback. We strive to reply to all inquiries within 48 hours. However, please note that inquiries sent on Fridays or holidays may take longer to receive a reply.

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed.

You can download either the Shop app Route’s mobile app to visually track your package and receive real-time notifications on its estimated delivery.

Download the Shop app here:
for iOS or Android

Download Route's mobile app here: for iOS or Android 

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

For information about International shipping click here.

We use USPS for most U.S. orders. Ground shipping for U.S. orders may take up to 5-9 business days to arrive from the day you receive your shipping confirmation (but generally take 2-3 business days).

Oh no! If you did not purchase Route Package Protection with your order, please file a claim with the shipping carrier first, then contact us letting us know your order number and your specific claim number. Once we receive that, we will work together to come to the best resolution.

We always recommend purchasing Route Package Protection to protect your order from loss, damage, or theft.

Purchased Route's Package Protection and looking to file a shipping issue online? File here

ALL SALES ARE FINAL. Due to the nature of our products, we do not accept returns or exchanges on any products, including sale items and gift cards. Please get in touch if you have questions or concerns about your specific item. 

We always recommend purchasing Route Package Protection to protect your order from loss, damage, or theft.

You can always contact us for any return questions.

Defective, Damaged, Missing, and/or Incorrect Item(s)
Please inspect your order upon receipt. We have a 14-day returns policy, which means you have 14 days after the delivery of your order to request a return or replacement of a defective, damaged, missing, or incorrect item. Please contact us immediately so that we can evaluate the issue and make it right.

Please note:

• All information requested by our Customer Service team must be provided in order to be considered for a return, replacement, or refund.
• Any shipping and handling charges, and their associated taxes, are non-refundable however, any replacement for a defective, damaged, missing, or incorrect item will be shipped to you free of charge. 
• We are not responsible and will not replace any items for any shipping deliveries that may be affected by, but not limited to, the following: problem with address; return to sender; incorrect shipping address input by customer; *customs fees, natural occurrences; transfers from US carriers to international mail carriers; transfers from US carriers to the local carrier in your country; air and/or ground transportation strikes; or delays once the package has exited the United States. *Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.

ALL SALES ARE FINAL. Due to the nature of our products, we do not accept returns or exchanges on any products, including sale items and gift cards.

We always recommend purchasing Route Package Protection to protect your order from loss, damage, or theft.

The only exception to this policy is for Defective, Damaged, Missing from Order, and/or Incorrect Item(s) purchased directly through Petal Skyncare.

Please inspect your order upon receipt. We have a 14-day return policy, which means you have 14 days after the delivery of your order to request a return or replacement of a defective, damaged, missing, or incorrect item. Please contact us immediately so that we can evaluate the issue and make it right.

Please note, all information requested by our Customer Service team must be provided in order to be considered for a return, replacement, or refund.

Certain items are marked as not refundable and are not eligible for returns (ie. gift cards, gifts with purchase).

Please note, we are not responsible and will not replace any items for any shipping deliveries that may be affected by, but not limited to, the following: problem with address, return to sender, incorrect shipping address input by customer, *customs fees, natural occurrences, transfers from US carriers to international mail carriers, transfers from US carriers to the local carrier in your country, air and ground transportation strikes, or delays once the package has exited the United States. *Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.

Refunds are approved on a case-by-case basis. In the event that we approve a refund on your purchase, you will either receive a store credit or will be refunded to your original payment method. If you choose to receive your refund via store credit, it will be issued immediately upon approval. If you choose to receive your refund via your original payment method, please remember it can take some time for your bank or credit card company to process and post the refund too (typically 6-12 business days).

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. Learn more in the "Package Protection with Route" section below.

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. Green Package Protection can be added during checkout.

Every time you add Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

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 Green Package Protection and looking to file a shipping issue online? File here

Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.

Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.

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

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.  

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.

In both cases, the Route Premium cost will not be refunded. 

Marked As Delivered (Stolen)

• Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered. 
• Please note, some order issues may require a police report to be filed.

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 update. The maximum filing time is 365 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 365 days from the order date.

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

Route definitely helps cover these instances!

To protect your order against loss, theft or damage that occured during shipping, add Green Package Protection at checkout. 

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. 

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.

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.

Haven’t downloaded the app yet? Download Route's mobile app here: for iOS or Android 

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.