It may be possible to cancel your order if it has not yet been processed by our Fulfillment Team. If you do need to cancel your order, please reach out to us using the form here. We are available Monday to Friday from 9 AM EST – 5 PM EST, and we will do our best to assist you in a timely manner.
Once your order has been placed, we are not able to modify it, and cannot combine orders or add or remove an item(s).
It may be possible to update the shipping address if your order has not yet been processed by our fulfillment team. Kindly note that during the Holiday Season our fulfillment partner works extremely efficiently to ensure your order is processed in a timely manner. We will do our best to assist you, but we are not responsible to refund or replace an order shipped with an incorrect shipping address. Please do check and confirm the address details prior to completing your order on our checkout page. If you do need to make any changes to the shipping address, please contact customer care using the form here. We are available Monday to Friday from 9 AM EST – 5 PM (EST).
Once your order is placed, it is not possible for our care team to edit the billing address.
We only offer free expedited shipping(1-2 days) to all of our customers within the United States.
We do not offer international shipping
Once your order is shipped by our fulfillment partner, you will receive a shipment confirmation email with the tracking details to the email address associated with your order. Our customer care team is also available to answer any questions about your delivery and can be reached using the form here Monday to Friday from 9 AM EST – 5 PM (EST).
Orders placed Monday through Friday before 1 pm (PST) with expedited service will be processed and shipped that same day with an anticipated delivery in one to two business days depending upon destination and carrier volume during the Holiday season.
If an item is damaged or faulty when delivered to you, please notify customer care as soon as possible to request an exchange or refund. Damaged or faulty items are eligible for exchange or refund up to 14 calendar days from your order ship date. If the item is still in your possession beyond 14 calendar days from your order ship date, your exchange or refund may be declined at the sole discretion of Partlow.
In the event your package is lost in transit, please contact customer care as soon as possible and we will do our best to resolve the issue and locate your delivery, or arrange for a replacement or refund. In the event your package is stolen after the carrier marks and confirms delivery, neither Partlow nor the carrier will be liable to offer a replacement or a refund for the value of the order.
Returns and Exchanges
We love the products we offer but if something just isn’t for you, we are pleased to accept returns on eligible items. Eligible items are those items not marked as final sale and must be received unused, unopened and undamaged within 14 calendar days of your order ship date for a full refund to the original payment method. Returns that do not meet our policy will be sent back to you without a refund.
We do not offer exchanges.
- Please please reach out to us using the form here to start a return. Please include your Order ID, the item(s) you wish to return and the reason for your return.
- Once your return is authorized, you’ll receive a shipping label via email. Securely pack the item(s) in its original packaging. Drop off your package at your local shipping provider as soon as possible to ensure your item(s) arrive at our warehouse no later than 14 calendar days from your original order ship date.
- Returned item(s) are inspected closely before returning to our inventory for quality control purposes. During this time, your return is considered in progress
Once your item(s) have been received and accepted, your refund will be issued. Our team typically processes returns within three business days of the delivery date. Once processed, refunds may take up to ten business days to reflect on your account due to the various processing times between payment providers.
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. 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 Green 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. How does Green Package Protection/Carbon Neutral Shipping work? 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. In both cases, the Route Premium cost will not be refunded. 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.
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.
- 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 covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
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.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.
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. You can also file a shipping issue on Route’s app or via the web here. 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. Haven’t downloaded the app yet? Download here