HOURS OF OPERATION
Santa Cruz Headquarters
401 Ingalls Street
Santa Cruz, CA 95060
Curious about your order? Find answers to our most frequently asked questions below, or visit our FAQs page to learn more about our products.
Frequently Asked Questions
Orders, Shipping & Subscription FAQs
Step 1: Visit our website and click on the SHOP CBD tab.
Step 2: Select the item(s) you wish to purchase and select “Add To Cart”.
Please note that if you select “Buy Now” you will not be able to buy multiple items.
Also, if you are purchasing an item on subscription you will need to select “Subscribe & Save” rather than “One-Time Purchase”. You will also need to select the shipping frequency (every 2, 4, 6 or 8 weeks. The default is 2 weeks.).
And finally, we cannot combine discounts on our ordering platform so if you signed up for a subscription, you will be unable to apply any other discount codes or promotions to your order.
Step 3: Once you have added all of the items you wish to purchase to your cart, select “Check Out”. Review your cart and if it looks correct then select “Check Out” again.
Step 4: Enter your email address (required for all orders), name, shipping address, and phone number. Then select “Continue To Shipping”.
Step 5: Select your shipping method and click “Continue to Payment”.
Step 5: Enter payment information and then select “Pay Now”.
You will need to select the option ‘Add to Cart’ rather than ‘Buy Now’ to purchase multiple items in the same order.
If you sign up for emails on our website you can take advantage of a 15% savings on your first order. The discount code will be emailed to you after signing up. Be sure to check your spam folder if you don't receive it in your inbox.
We also offer all of our products on subscription so you don’t have to worry about forgetting to re-order your favorite products. It saves you 15% off the cost of the products and can be scheduled at your convenience ~ every 2, 4, 6 or 8 weeks. You can postpone a shipment or cancel at any time. The discount will automatically be applied at check out. Please note that you cannot combine discounts so if you do sign up for a subscription you will not be able to apply another discount on the same order.
You should receive a unique log in to the customer portal in your order confirmation email so you can access your account to make changes to your delivery schedule, payment information and shipping address. You can also log in on the lower left side of our website under where it says ‘My Account’ using the email address you used for the original subscription purchase.
There have been numerous shipping delays with all carriers including the US Postal Service and UPS. Although we do our best to fulfill orders in a timely matter (within 1-3 days of placing your order, excluding weekends and holidays), we cannot guarantee delivery once we hand off your order to the shipping company. We strongly advise that you purchase Route Package Protection at check out which will cover the cost to replace your order should anything happen.
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
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.
The issue must be filed with photos of damaged package and item, no later than 15 days from when order was marked delivered.
Not only can you report an issue with Route by going to claims.route.com, but you can also check the status of your issue there. Simply enter the email address you used at checkout and your order number and Route will provide you an update on the status of your reported issue.
Currently no. But we expect this to change in the future as CBD regulations begin to loosen worldwide.
Yes. We do allow customers to pick up their orders. You will need to email us once you have placed the order so we can notate the order. Please include your name, order number and the best contact number to reach you at.
If you are not satisfied with your purchase, we would be happy to refund you according to our refund policy which is stated on our website. All we ask if that you donate the product(s) to someone who can benefit from it/them.