Frequently Asked Questions
Orders & Pre-orders
Are Route pieces pre-order only?
Yes. Our pieces are made in limited runs, so every order is a pre-order. Please allow up to 35 days from the date you order for delivery. Your order confirmation email will say the same.
When will my card be charged?
Your card is charged when you place your order.
Can I cancel or change my order?
Yes, if you email us at officialrouteapparel@gmail.com within 24 hours of ordering, we’ll do our best to cancel or change it. Once an order has shipped, you’ll need to follow our return process.
Will you tell me when my order ships?
Yes. You’ll get an email with a tracking link as soon as it’s on its way. You’ll also get a confirmation email right after you order.
Will you restock sold-out colors?
We release limited drops, and we may restock popular colors. Join our email list to get first access to new drops.
Products & Sizing
What are your hoodies made of?
Our hoodies are 360 GSM, which means they’re heavyweight and substantial. They are a cotton-poly blend containing 78% cotton and 22% polyester.
What about the crewnecks?
Our crewnecks are also 360 GSM, which means they’re also heavyweight. They are a cotton-poly blend containing 78% cotton and 22% polyester.
What sizes do you offer?
We currently offer XS, S, M, and L.
How do they fit?
Our pieces have a relaxed, oversized fit. If you’re between sizes, we suggest sizing up. See our size guide for more information.
How do I care for my Route piece?
Machine wash cold with like colors, inside out. Tumble dry low or hang dry. Don’t bleach. Following these keeps the color and shape looking their best.
Do the colors look the same as the photos?
We do our best to match them, but screens vary, so the color may look slightly different in person.
Shipping
How much does shipping cost?
Standard shipping is calculated based on your address. Orders over $190 ship free.
How long does shipping take?
Because every order is a pre-order, please allow up to 35 days from your order date for delivery. Once your order ships, most packages arrive within 3 to 7 business days.
Where do you ship?
We currently ship within the United States only.
Can I track my package?
Yes. Every order ships with tracking, and the link is in your shipping confirmation email. Tracking can occasionally pause for a day or two while a package is in transit, which is normal.
My tracking says delivered, but I don’t have my package.
First check around your property and with neighbors. If it still hasn’t turned up, email us within 7 days of the delivery date and we’ll work with the carrier to sort it out.
Returns & Refunds
What is your return policy?
You can return unworn, unwashed items in their original condition within 35 days of delivery. Choose a refund to your original payment method, or store credit worth 110% of the item’s price. See our full Refund policy for details.
How do I start a return?
Email Officialrouteapparel@gmail.com with your order number. We’ll reply within 2 business days with instructions and our return address. Please don’t send an item back before we’ve approved it.
Who pays for return shipping?
You do for standard returns (wrong size, change of mind). If your item arrived damaged, defective, or incorrect, we cover it.
What if my item arrives damaged or wrong?
We’re sorry, and we’ll fix it. Email us within 7 days of delivery with your order number and a photo, and we’ll send a replacement or a full refund.
Can I exchange for a different size or color?
Email us and we’ll check availability. Because stock is limited, we’ll confirm before you send anything back.
When will I get my refund?
After we receive and inspect your return, we’ll email you within 3 business days. Refunds usually reach your original payment method within 5 to 7 business days, though your bank may take a little longer.
Discounts & Emails
How do I get my sign-up discount?
Enter your email in the pop-up or the sign-up box at the bottom of any page, and your code will be displayed on your screen and arrive by email.
Why haven’t I received my discount email?
Check your spam or promotions folder first. If it’s not there, email us at officialrouteapparel@gmail.com and we’ll send it.
How do I unsubscribe from emails?
Click the “unsubscribe” link at the bottom of any email from us.
Still have a question?
Email us at officialrouteapparel@gmail.com. We’re a small team, and we'll do our best to reply within 3 business days.