semi-annual sale

What is your semi-annual sale?

Our semi-annual sale is a special event where we discount best-selling styles and prints sold on our website for a limited time. Early shoppers get the best pick of inventory.

When will my order ship?

Because of the high volume of orders during the semi-annual sale, processing will delayed slightly longer than our standard 1-2 business days. We appreciate your patience as our team of humans ships out all orders placed during and following our sale!

Can I return items I bought from the semi-annual sale?

All semi-annual sale purchases are final sale, which means they are ineligible for returns, exchanges, and price adjustments. All gifts purchased during our semi-annual sale are also final sale.

Can I exchange an item that was purchased during the semi-annual sale?

We do not accept exchanges for items purchased during our semi-annual sale period. All semi-annual sale purchases are final sale, which means they are ineligible for returns, exchanges, and price adjustments.

I bought a Magnetic Me piece recently and saw that it just went on sale. Do you offer price adjustments?

We do not offer price adjustments during our semi-annual sale or at any time.

Can I use my Click Clique rewards during the semi-annual sale?

Click Clique rewards and sale discounts can not be combined. You will not be able to redeem rewards points, but are still able to earn points for every dollar spent.

Can I use another discount code during this time?

Additional promo codes and discounts can not be combined with our semi-annual sale discounts. For example, first-time customers won't be able to use the 15% welcome code.

Can I change or cancel my semi-annual sale order?

You are able to edit your order within two hours of purchase. It can be edited directly from your order status page, which is available to you after checkout or through your order confirmation email. 

In order to offer you full flexibility to edit the order, we will cancel the original order and reload the cart for you. You’ll then be able to make any adjustments to the cart and place a new order.

After two hours, your order can no longer be edited. Due to the overwhelming volume of orders placed during our semi-annual sale, we are not able to adjust or cancel your order after this time. Please check your order, billing, and shipping addresses carefully before you place your order.

(If you are able to successfully cancel your order, we are unable to guarantee the items you originally purchased will still be available for repurchase as inventory moves very quickly during the semi-annual sale.)

Can prices vary between stores and online?

Magnetic Me items that are sold in boutiques and department stores are not eligible for semi-annual sale discounts. Due to differences in promotions and sales, we are also unable to price match.

Are Re-loved items eligible for semi-annual discounts?

No, items sold on Re-loved are not included in the semi-annual sale.

Can I resell the items I bought from the semi-annual sale on Re-loved?

Any items purchased on Magnetic Me's website during the semi-annual sale are not eligible to be sold on Re-loved.

about

What’s Magnetic Me’s Mission?

Our mission is to help parents in all that they do, from clothes that lend a hand when you need it most to a welcome resource for new parents as they navigate a new stage of life. Between the two families of Founders Lauren Levy and Lawrence Sheer, they've experienced nursing, bottle feeding, little boys, little girls, twins, preemies, 3 under 15 months, and all sorts of labor experiences in several hospitals—and they've been making innovations to getting dressed all along the way.

How do you ensure quality?

Our factory partners are WRAP (Worldwide Responsible Accredited Production)-approved and certified, while all of our production lots are tested for product safety to ensure compliance with CPSC regulations. We also have a quality control team that makes sure our safety standards consistently meet and exceed government regulations.

Tell me more about Magnetic Me's commitment to the fabrics you use, sustainability, and ethical production.

We are committed to making the world a better place by using eco-friendly fabrics & packaging. 

We use TENCEL Modal, an eco-friendly, 100% natural fabric made from fibers of sustainably-grown beech wood trees, which means you can find comfort in its sources and the way it feels. TENCEL Modal fibers are manufactured using an environmentally responsible production process. The fibers are certified as compostable and biodegradable, and thus can fully revert back to nature.

Our 100% organic GOTS certified cotton is eco-friendly, extra soft, and gentle on sensitive skin. All GOTS certified cotton must meet social and environmental criteria like occupational health and safety standards. To see the complete list of criteria we adhere to, visit the Global Organic Textile Standard organization.

We also prioritize sustainability with packaging. All of our paper packaging is recyclable—our hangtags are made from recycled paper and our poly bags are recyclable plastic and 100% biodegradable. 

All of our factories are in compliance with Code of Labor Practices for the Apparel Industry.

Where are your clothes made? Where is Magnetic Me based?

Our headquarters is located in New York City’s Garment District where our designers, sales, marketing, and production team members are based. All of our clothing is responsibly manufactured in China and India.

Does Magnetic Me donate to charities?

We are proud to support organizations that give back directly to our community. Giving back is part of our DNA, whether it be through our Heart-To-Heart program that donates magnetic pajamas to Cardiac ICUs nationwide or the sponsorship of Dani’s Twins, a documentary about one of the only quadriplegic moms to ever give birth to twins.

I'm interested in partnering with Magnetic Me? Who do I contact?

For influencer partnerships, email our social team.

For general media and press inquiries, contact us here.

Wholesale accounts, please contact sales.

For any inquiries related to anything else, email our customer service team. Our hours are 9:30AM – 5:30PM EST.

I love Magnetic Me! How do I get updates on everything the brand is doing?

Sign up to receive emails and texts at the bottom of this page and be the first to receive exclusive access to new launches, special offers, and all things Magnetic Me. Our Click Clique program allows you to earn and redeem these points for products and discounts. Sign up here.

Follow @magneticmebaby on Instagram, Facebook, Twitter, TikTok, and Pinterest or join the Magnetic Me MVPs Facebook group—a loyal community that supports one another through parenthood and life as a whole.

Magnets & safety

Does exposure to magnets or magnetic fields cause people harm?

No, according to the World Health Organization, exposure to static magnets has not been proven to have harmful (or positive) effects on people.

Are your clothes and magnets safety tested?

Yes. Our products go through a very thorough testing process, are independently safety tested by a consumer products safety testing bureau, and comply with all applicable children's product safety rules.

Is it possible that your magnets could fall out and pose a safety threat to my child?

We created an innovative, patented technology called SewSafe™ construction, where the magnets are sealed in a pouch, stitched into the product multiple times, and hidden between the layers of fabric—so that they are inaccessible to babies, toddlers, and children. It would take serious tampering to remove them. Periodically inspect seams and fabric near magnetic fasteners. If tears, rips, or loose stitching are found, contact us here.

Do Magnetic Me products contain lead?

No—our products have been thoroughly tested and all of them meet lead safety standards.

Do your products contain any phthalates?

We do not have any phthalates in our products. Magnetic Me products have been thoroughly tested and all of our products meet phthalate safety standards.

What about pacemakers? I heard magnets can interfere with them.

Our magnets are not strong enough to affect pacemakers. In fact, Magnetic Me is used in Pediatric Cardiac Intensive Care Units all around the country. If you do have a pacemaker, please consult with your physician first before use.

Does Magnetic Me follow the children’s sleepwear flammability standards?

The Consumer Products Safety Commission (CPSC) mandates that children’s sleepwear sizes 9 months and up to size 14 is either tight-fitting or treated with flame retardants. Magnetic Me follows the tight-fitting mandate so as not to use chemicals on our fabrics. This means that the fit on our larger sizes will be more snug than the fit on smaller sizes. Check out our blog on snug fit pajamas here!

Will magnetic closures save me time?

Absolutely! Our magnetic fasteners practically close themselves. They're faster than snaps and zippers, and you'll be dressed in seconds.

Are your magnets considered health magnets?

​​Unfortunately, static magnets have been sold to consumers as therapeutic remedies since the dawn of time, but it has proved to be a junk pseudo-science. For more information, check out this article Magnets Provide Amusement, But Not Health Benefits and this article from PubMed.

sizing & care

Are magnets washer and dryer safe? Do you have special care instructions?

Magnets are washer-and-dryer safe as long as the instructions on the care label tag are followed: Close fasteners before washing and drying. Tumble dry low with a full load for 30 minutes. Line dry if garments are still damp. Use only non-chlorine bleach when needed and do not wash in industrial or commercial dryers.

Does Magnetic Me’s clothing tend to run large or small?

That's a tricky one: boys and girls are on different growth charts and baby clothing is cut to the average of both charts. To ensure the absolute best Magnetic Me fit, choose a size based on height and weight, not age. Check our size chart on each product page or click here.

Shipping

How fast are orders processed?

We want to get your product to you as soon as possible. We typically ship within 24-48 hours of purchase and orders placed before 1PM EST are often processed the same day. Orders placed after 2PM with express shipping are shipped the following business day. Our warehouse team works Monday-Friday, so orders placed over the weekend are typically processed first thing Monday morning. 

Please note, orders placed during busy periods like site-wide sales take a bit longer to process. Please take that into account when choosing a shipping option.

Where is my shipping information?

You will receive a shipping notification via the email you provided once an order is successfully shipped. If you are paying via Paypal, the email notification will go to the Paypal email address on file.

When will I receive my order?

Most U.S. orders are delivered in 3-7 business days. Delivery to Alaska, Hawaii, and APO/FPO addresses may take a few extra business days. Your shipment confirmation email will include tracking information.

What are my shipping options?

Please account for order processing time before selecting a delivery service. 

Free USPS shipping on orders $100+ (U.S. only) 

Flat Rate ($5.95): We use USPS which typically takes 3-7 business days to arrive. 

FedEx 2-Day One Rate ($11.95): 2-day shipping offered for U.S. orders under a certain weight.

FedEx 2-Day Shipping: Offered for all orders and rate is calculated based on destination address. These orders are typically delivered by 8pm to most U.S. addresses.

FedEx Overnight: Next-business-day delivery option reaches most U.S. addresses by 8PM.

A note for all FedEx orders: FedEx currently delivers packages Monday - Friday and not on weekends. We do not offer refunds for the cost of expedited shipping if the package has been shipped within our expected processing window.

Does Magnetic Me ship internationally? If so, what are the rates?

We ship our products all over the world, and FedEx is the recommended shipping choice for international orders. The shipping time for international orders can vary depending on the service and location. Shipping to some countries takes 6-10 business days, and others, up to 4 weeks or longer. 

Once your package leaves the country we cannot provide any further information other than what is provided in the shipping tracking system. If you have delivery issues, please contact your local postal service or FedEx directly. 

Orders shipped internationally may be subject to duties and customs fee upon receipt. Magnetic Me is not responsible for these additional fees, as they are the responsibility of the recipient. We recommend contacting your customs office to determine what the additional costs may be.

Can I insure my package?

Magnetic Me has partnered with Route to help cover the cost of lost, damaged, or stolen packages. Add it with a click of a button at checkout. 

For orders up to $100 (after discounts and without shipping, handling, or taxes), package protection costs $0.98. 

For orders over $100, package protection costs between 1.5%-5% of your overall order value. 

If you opt out of Route insurance at checkout, Magnetic Me is not responsible for lost or stolen packages at this time.

Read more about Route’s policies here. If your Route-protected package doesn’t arrive within 5 business days of being marked “delivered," please file a claim with Route here.

It's been a while and I haven't received my package. Where is it?

If you didn't purchase Route Package Protection and chose USPS or FedEx shipping options, both USPS and FedEx recommend waiting 14 days before assuming a package is lost. Magnetic Me is not responsible for any lost or stolen packages for orders without Route Package Protection.

Payments & processing

What if I need to change my order?

You are able to edit your order within two hours of purchase. It can be edited directly from your order status page, which is available to you after checkout or through your order confirmation email. 

In order to offer you full flexibility to edit the order, we will cancel the original order and reload the cart for you. You’ll then be able to make any adjustments to the cart and place a new order.

After two hours, your order can no longer be edited. Due to the volume of orders placed every day, we are not able to adjust or cancel your order after this time. Please check your order, billing, and shipping addresses carefully before you place your order.

What if I provide an incorrect shipping address?

After an order is placed, customers have the option to edit an order within two hours of purchase. Once the two hour window has passed, it can no longer be edited.

We are not responsible for charges incurred from the return of a package or the additional shipment to its correct address.

Before I move forward with my purchase, is your website secure?

Yes, our website is a secure shopping environment where information is safeguarded for both registered and non-registered users. For non-registered users, your information is not held with us beyond the shipping of the order. View our privacy policy for more information.

What payment methods do you accept?

We accept Paypal, Visa, Mastercard, American Express, Discover, Amazon Pay, Shop Pay, Google Pay, and Zip payments. More info on Zip here.

I want to buy a gift for someone. What add-ons do you offer that will make the gift feel special?

Add a personal note with your order—this can be done at the bottom of the cart page. It will appear on your packing slip, which doesn't contain any pricing information. We also create beautiful gift packages with our magnetic gift wrapping service here or at the bottom of your cart page.

Where is my order confirmation?

You will receive an order confirmation via the email you provided once an order is successfully placed. If you are paying via Paypal, the email notification will go to the Paypal email address on file.

Returns & Exchanges

What is your return policy?

A return must be requested within 30 days of the ship date, after which merchandise must be sent back within 15 days. Merchandise must have the tags attached and not be worn, washed, dyed, or altered. Final sale: No returns or exchanges on any sale items, gift cards, gift wrapping, and re-loved items are allowed. 

Merchandise that appears to be worn and/or washed and not in its original/sellable condition may result in a delayed refund/exchange, or may not qualify for a refund or exchange. In these cases, the item(s) will be returned to you. 

We are also not able to accept returns for any international or APO/FPO/DPO orders.

How do I return a Magnetic Me item?

We've made it simple for you to START A RETURN.

Step 1: Enter your order number, zip code, then select the items you'd like to return.
Step 2: An email confirmation will be sent to you.
Step 3: Mail it back with the packing slip and Magnetic Me return label within 15 days.

A $5.95 return fee will be charged to cover shipping.

When can I expect my refund?

Your refund will be processed to the original form of payment within 3 business days of the returned item reaching our warehouse.

What if my items are damaged or defective?

We stand behind our products and are proud to have a quality control team that ensures the highest quality possible. In the rare case you receive a defective item, email customer service with a photo of your item to file a claim for your product. We will allow claims on any items that have manufacturing defects within 6 months from the date of purchase.

Non-returnable items, no exceptions

- Normal wear and tear (holes, pilling, fading, snags, stains, etc.)

- Accidents (example: "the dog ate my footie")

- Shrinkage (remember to wash in cold water & dry on low heat for 30 min max)

- Final sale items

- International orders and APO/FPO/DPO addresses

- Purchases made in-person or from a website other than magneticme.com. For these orders, please contact the store/website from which you made the purchase to ask about their return policy.

Eligible items for our quality guarantee

- Stitching or seam issues

- Missing magnets

- Mis-labeled outfits

For help with any of these issues, please contact us here.

How do I make an exchange?

Need a different size? Want a different print? We’re glad to help you exchange your outfit — or shop for something new. You can START AN EXCHANGE through our return portal. Bonus: shipping is free.

Your exchange will be created once the return package is scanned by the USPS. You’ll then receive an email notification about the new exchange order before your return even makes it to our warehouse.

All exchanges are based on inventory. Items that are available when you request an exchange may not be available when your package is first scanned by USPS. If we sell out of the requested item before being able to fulfill your exchange, you will receive a notification and will be refunded for the original item once your package arrives at our warehouse.

All exchanges must be mailed back within 30 days of the request, otherwise it will be canceled and you will be refunded for the items instead. Items from an order are eligible to be exchanged only one time

Please note, you are not able to exchange items received in an exchange order. You are able to return any items from an exchange order for a refund or gift card.

I received a gift, how do I return it?

We accept gift returns or exchanges for non-sale items purchased directly from our website within 90 days of the original purchase. If you've surpassed the 30-day window, please contact customer service to facilitate the return.

It's easy to START A GIFT RETURN

If you don’t know the original order number or shipping zip code for your gift, please email us with the gift giver's name or email.

Gift returns will receive merchandise credit to our website in the amount of the original purchase, which will be emailed to you. Magnetic Me is happy to waive our return fee for all gift returns. 

If you choose to exchange your gift, your exchange order will be created once your return package has been scanned by USPS.

If your gift was purchased from another website, retail partner, or anywhere other than magneticme.com, we are unable to process a return but encourage you to contact the website or store where the gift was purchased to return or exchange.

The product I just bought is on sale. Do you offer price adjustments?

No, we do not offer price adjustments.

The Click Clique

What is the Click Clique?

The Click Clique is a free rewards program that lets you earn points on product purchases, posting reviews, social media follows, and more. You can then redeem these points for exclusive promos and discounts.

How do I join?

If you already have an account with us, simply log in using your email and password. If you’re new to Magnetic Me, create an account here.

How do I earn points?

There are many ways: Every dollar you spend earns you one point. You can earn points by leaving a review, referring a friend, or following us on social media, plus, you get a special reward on your birthday. You also get 25 points just by signing up for our rewards program. See all of the ways to earn points here.

How do I use my points?

You can apply your points for a reward at checkout. 100 points gets you $5 off your purchase. 300 points gets you $15 off your purchase. And 500 points gets you $25 off.

How long does it take to see my points added to my account?

Points are instantly added to your account once you make a purchase or complete a promotion action. If you make a purchase that qualifies you to move up a tier, the new tier will be also reflected in your account instantly.

What are your rewards program tiers?

All Click Clique members start off as Gold Status. Once you spend $300 in a year, you unlock Platinum Status. Magnetic Me customers who spend $500 in a year gain Diamond Status. Each tier has unique rewards and perks, which you can learn about here.

How do I check my rewards balance?

To view your current points balance, simply log in to your account. The available points will be displayed on your account page. You will also be able to review your rewards history.

Will I receive rewards points for past purchases made before I created my rewards account?

You will only receive points for purchases made after you create a rewards account. Be sure to create an account before placing an order so you can receive your points.

When do my rewards points expire?

Your points will expire after one year of inactivity. Inactivity includes not redeeming points, placing orders, referring friends, or leaving a review.

How long does my rewards status last?

Once you've reached Platinum or Diamond Status, you'll keep that status one year from when it was unlocked. Make sure to keep interacting with our program to maintain your status or level up a tier.

Can I combine my rewards discount with another discount code?

No, rewards points can't be combined with other discounts or promotions. We suggest picking whichever is the best value.

Can I use my rewards points during major sales?

Rewards points can not be used during certain sitewide sales events, such as our semi-annual sale and Black Friday. However, you're still able to earn points for every dollar spent during these sale periods.

Can I return my entire order if I redeemed points for a discount?

If you are returning the entire order, we will refund you the total dollar amount spent after the discount was applied. If the order was placed with a gift card, you will receive a gift card for the total dollar amount spent. The points used to redeem the discount will also be added back to your rewards account.

Can I return part of my order if I redeem points for a discount?

Yes, your refund will either be in points credited back to your rewards account, in dollars credited back to your original payment method, or a combination of both. If the order was placed with a gift card, you will receive a gift card for the total dollar amount spent instead of a refund.

How do I refer a friend to Magnetic Me?

Enter your email here and receive a unique referral code to pass on to friends. Friends will receive $10 off their first order of $95 or more from our site, and you'll receive a $10 credit for every successful referral.

Afterpay

What is Installments with Afterpay?

Installments with Afterpay is a service that allows you to make purchases now and pay for them over time. To learn more, visit www.afterpay.com

How do I use Installments with Afterpay?

Simply shop online and add items to your shopping bags and checkout as normal. At the checkout, choose Installments with Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It's that easy!

Please note that all items in your shopping bag must be eligible for Installments with Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.

Can I use Installments with Afterpay if I'm an international customer?

Afterpay is only offered to our customers who have a US billing address, US shipping address, a US credit card, debit card, or bank account, and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.

How does the payment schedule work?

For pay-in-4 payments, generally customers are required to make their down payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method.

For all Afterpay payments, you can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

Where can I find common questions about payments?

Check out the Afterpay Payments FAQ.

When will my items be delivered if I use Installments with Afterpay?

Afterpay orders are delivered pursuant to delivery time frames presented by Magnetic Me after you complete your order online.

How do I return or exchange an item purchased using Installments with Afterpay?

Subject to Magnetic Me's return and refund policies, if you have changed your mind, you may be able to return your Afterpay purchase for a refund. Please check that your return or exchange meets Magnetic Me's Return policy above. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.

If you are fully returning items you purchased using the monthly payments option and a refund is owed, any amounts paid towards the good or service will be refunded; any interest that has already been paid will not be refunded. You may be charged interest for the period of time before your refund is processed.

If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com

What happens if I don't pay my Afterpay installments on time?

You will be prevented from using Afterpay and you may be charged a late fee.

What happens if I have a partial refund, and how does that affect my payments?

Afterpay will be notified once your refund is processed.

If you purchased using pay-in-4, your payment plan will be automatically adjusted to reflect the new total order value starting with the last payment and working backward. In the case where a refund amount is larger than 25% of the total order, Afterpay will eliminate the fourth installment payment and apply the remaining amount to your earlier payments.

If you purchased using monthly payments, interest already paid will not be refunded. Any amounts paid toward the good or service will be adjusted, interest will be recalculated based upon the adjusted amount.

Does Afterpay charge interest?

Pay-in-4 purchases are always interest-free.

Where can I find out more about Afterpay?

If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, ​Terms of Service, Pay-in-4 Installment Agreement, Monthly Payment Loan Agreement as well as Afterpay's Privacy Policy.

If you have any questions about your Afterpay account, please contact Afterpay directly via a web form found here.

Zip

What is Zip?

Zip’s payment platform gives shoppers the choice to pay for their purchases via 4 simple installments. It is a platform built for shoppers, so you can buy now, but pay over time and avoid repayments.

What does it cost to use Zip?

If a customer pays on time, there is never a cost to using Zip.

Who can use Zip?

In order to have an account, you must:

Live in the U.S.

Be at least 18 years old

Have a valid and verifiable mobile number

Use a U.S. credit or debit card to make a purchase

Are there late fees?

We charge a $7 fee on a late payment that’s overdue, and reserve the right to charge an additional $7 fee if the customer remains late 7 days after the original payment due. $14 is the maximum a customer will ever be charged for an individual order.

How can you contact Zip?

If you have an issue with your payment, please contact: us-support@care.zip.co.

You can also check on your order by logging into customer.us.zip.co

Learn more about Zip on the FAQ page.

For help with checkout, read help.us.zip.co

Zip is unable to help with issues related to delivery, returns, refunds, and cancellations.

Is there a hard credit check?

No. Zip will never perform a hard credit check on a customer and there is no impact on a customer’s credit rating.

How do refunds to the customer work?

As soon as Magnetic Me approves and processes a refund for a customer that has checked out with Zip, the refund is immediately processed.

If the refund is in full, the customer will have the funds paid to-date refunded immediately to their card and all future installments will be cancelled. If the refund is partial, the refund amount will be applied to the total purchase amount, starting with the last installment.

For example, if a purchase was for $100 (4 x $25 installments) and a partial refund of $25 was issued by the merchant, Zip would cancel the 4th installment. If a refund of $50 was applied, the 3rd and 4th installments would be canceled.

Why has my credit card been charged multiple times?

This is typically because the wrong zip code has been entered. When this occurs, the customer’s bank may hold the funds as pending temporarily. In this instance, the customer hasn’t been charged and this will be reversed shortly.

If the issue persists, please contact your bank and if they confirm a charge has been made, please contact Zip's support team.

What information does Zip need?

For initial sign up, Zip requests your date of birth, mobile number, and either a debit or credit card. After that, you only need to enter your mobile number to make a purchase through Zip. Checkout is completely secure.

Route

What is Route?

We’ve partnered with Route—a package protection and tracking solution—to improve the post-purchase experience and give our customers the best possible delivery experience.

Adding Route Package Protection to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer. When you file an issue with Route, it will be reviewed for approval of a reorder or refund within 1-2 business days.

How do I file a claim for my lost, stolen or damaged order?

If you insure your order with Route Protect at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. Keep this email handy in case your package is lost, stolen, or damaged.

You can also file a claim on Route’s app (download here) or via the web here.

What are Route’s Policies?

Marked As Delivered (Stolen)

Issues can be approved no earlier than 5 and no later than 15 days from when your package 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.

Damaged

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.

All policies are also listed here.

How does Route protect against damaged products?

Route Protect protects your order against damage that occurred during shipping, not product that has a manufacturing defect. 

If your order has defects or you suspect it was damaged during manufacturing, please contact customer service and we'll 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!

What are Route’s terms and conditions?

They're listed here.

Is Route a licensed insurance company?

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

Question

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What if I still need help?

We're here to help! You can visit our Help Center here.