Shipping  & Orders

  • Orders
  • Pre-Orders
  • Subscriptions
  • Shipping
  • Route - Shipping Protection

I've placed an order, now what?

Hold tight!
You're order confirmation will be on its way to your inbox! Sometimes it may be filed in your junk/spam folder so if it's not in your inbox - check it's not hiding in your junk/spam folder!
Now that we have received your order, it will be packed within 1-2 business days, as soon as it has been packed and shipped you will received your shipping/tracking via email and your order will be on it's way!

Something in my order/order details is incorrect!

If your order hasn't been shipped yet we may be able to change it for you! Please email us your order number and what you'd like changed!

Can I can an order?

If your order hasn't been shipped yet and you would like to cancel your order, please email us your order number so we can help you!

How do I know if I've ordered/received the right product?

You can either double check your order summary email or you can email us your order number and we can check for you! 

How do I know if I've ordered an product on pre-order?

To check if a product is on pre-order, you can check on the product page or your order summary! 
You can also email us your order number and we can check it for you!

When will my pre-order item be shipped?

The release date of a pre-order item can be found on the product page under the "Pre-Order Now" button

My order also contains products that aren't on pre-order, when will they ship? 

If you have added both an item on pre-order and a non-pre-order item to your cart, your order will ship all together when your pre-order item is in stock
If you would like your non-pre-order products sooner, please place a separate order

How does your subscription option work?

When you select for an item to be on a subscription, you will get the product on either a monthly or three-monthly basis depending on what you choose! 
This will automatically be direct debited from your selected payment method on the renewal basis selected and be packed and shipped - and you don't need to do a thing!

When can I cancel a subscription? 

As a subscription is defined as a recurring purchase, you will be required to complete at least 2 orders before you can cancel your subscription.

How do I cancel my subscription?

To cancel your subscription you can either log into your account and cancel the subscription yourself (please note: if you haven't manually created an account with us, you'll need to do this in order to access your subscription account) 
OR
You can send us an email and we can cancel it for you! 

Can I change my subscription?

Absolutely! You can either log into your account and access your subscription to make the changes or you can email us and we can change it for you!

How do I know if my order has been shipped?

Once your order has been packed and shipped, you will receive your shipping/tracking information via email! Remember to check your junk/spam folder as it can sometimes be hiding in there!
If you have received your tracking information yet, but its been more than 2 business days since you placed your order - send us an email and we can check it for you!

Remember: If you have ordered a pre-order item, your order will be shipped once the stock arrives - for the release date please refer to the product page

My order has shipped to the wrong address, what can I do?

Never fear! Unfortunately because it has shipped we can't make the changes on our end, however once you get your tracking information you will be able to redirect the parcel to the correct address!
If you have any troubles redirecting the order, email us and we can see what we can do to help! 

When will my order be delivered?

Shipping duration varies depending on where you are located! 


Estimated shipping duration within Australia is: 
Metro QLD, NSW & ACT = 2-3 business days standard shipping OR 1-2 business days Express shipping 
Metro VIC = 3-4 business days standard shipping OR 2 business days Express shipping
Metro SA, NT & WA = 5-6 business days standard shipping OR 3-4 business days Express shipping
*if you are shipping to a remote/rural location, please add approximately 2 business days onto the metro location above closest to you


Estimated International shipping duration is approximately 5-6 business days via DHL Express

If your order has already been shipped your tracking page will have the most accurate estimated delivery date!

My order was Lost In Transit, what can I do? 

We're sorry to hear you haven't received your order yet! 

If your parcel has been deemed as Lost In Transit by the courier company, please email us your order number and confirmation from the courier company deeming the parcel as Lost In Transit and we can arrange for your order to be resent!

What is Route?

Route automatically connects to everything you’ve ordered from all your favourite retailers while allowing you to visually track your packages, anytime, anywhere!
Add Route Package Protection at checkout and unlock full package protection and seamless resolution for order issues.

How do I track my order with Route?

You can view your deliveries in the Route mobile app to get a real-time view of where all of your packages are. On the MAP screen, you can swipe through cards or zoom into the map to see where packages are in-transit. Tap on a card to open up the Order Details page. 

 You can also see a list view of all your packages on the Orders screen. From there, you can tap on orders to see the order details which will provide info around where your order is in transit!

Why do I need Route Shipping Protection?

Route offers you "peace of mind" package protection for all of your orders at an affordable price.
The cost to you - to fully protect your package in the event that it is lost, damaged, or stolen - is calculated based on the subtotal of the order

How do I report an order issue to get a replacement or a refund?

Click the button below!


Note: Route refunds the cost of the item(s) alone. Shipping costs, taxes, and the Route premium are not included. Route also do not pay custom/duty fees.

What info does Route gather and how do they use my data?

Route uses delivery and order information to provide as much detail as possible about your order. To do this, Route parses your emails to collect order information such as tracking numbers, carrier names, and product info.
Route employs multiple layers of security to protect and secure customer data.

Note: Route's use of information received from Google APIs will adhere to Google API Services User Data Policy, including the Limited Use requirements.” 

Route Shipping Protection Policies

Below is a brief summary of Route Shipping Protection coverage.

Lost / stuck in transit:

Domestic: The issue must be filed between 7 and 30 days from the last shipping update.

International: The issue must be filed between 20 and 30 days from the last shipping update.

Stolen / marked as delivered but hasn't been received:

The issue must be filed between 5 and 15 days from when the order was marked delivered.

Stolen orders over $100 USD require a police report.

Damaged:

The issue must be filed with photos of damaged package and item, no later than 15 days from when order was marked delivered.